XÂY DỰNG VÀ CHUẨN HÓA BỘ CÔNG CỤ ĐÁNH GIÁ TRẢI NGHIỆM NGƯỜI BỆNH NGOẠI TRÚ TẠI KHOA KHÁM BỆNH CỦA BỆNH VIỆN TẠI THÀNH PHỐ HỒ CHÍ MINH

Abstract

Currently, in the world, there are many quality management methods applied in hospitals. Many studies have shown that Total Quality Management is currently widely applied and highly generalized. Accordingly, patient experience assessment is increasingly focused on, gradually replacing patient satisfaction surveys, with the goal of focusing on service subjects. From there, improve health care services. The goal of patient experience surveys is to help measure the outpatient experience with high reliability and validity, helping to identify problems in outpatient services from the patient's perspective. Research method: The survey questionnaire was conducted using a combination of qualitative and quantitative research methods. The designed questionnaire will be evaluated for scale reliability using EFA factor analysis and Cronbach's Alpha coefficient. Result: The results of developing and testing the questionnaire on 200 outpatients of 05 hospitals in Ho Chi Minh City showed very good agreement (KMO: 0.94, Bartlett's significance: 0.000), using the scale Likert measurement includes 5 levels, equivalent to 1 to 5 points. The factor loading values of the variables are all greater than 0.5 and the difference between the factors is greater than 0.3. Conclusion: Analysis results show that the statistical indicators reflecting the validity and reliability of the toolkit all meet the recommendations of the literature. Using the questionnaire in practice is appropriate and feasible for patients coming for examination and treatment at the hospital's examination department/clinic.