THỰC TRẠNG VÀ MỘT SỐ YẾU TỐ LIÊN QUAN ĐẾN SỰ HÀI LÒNG CỦA NGƯỜI BỆNH NGOẠI TRÚ VỀ DỊCH VỤ CẤP PHÁT THUỐC BHYT TẠI BỆNH VIỆN ĐA KHOA VĨNH LONG

Abstract

Background: patient satisfaction is one of the important factors in assessing the quality of medical examination and treatment of medical facilities. Enhancing patient satisfaction is one of the top priorities of the health sector. Studies on patient satisfaction with health insurance drug dispensing services are still limited. Objectives: determining the satisfaction rate and identifying factors related to the outpatients’ satisfaction with health insurance drug dispensing service at Vinh Long General Hospital in 2023. Materials and Methods: a cross-sectional descriptive study was conducted through a questionnaire survey on 255 outpatients at the health insurance drug dispensing counter of Vinh Long General Hospital from June 2023 to August 2023. Results: the overall satisfaction rate was 79.22%. Age group and education level were related to the satisfaction of outpatients with the health insurance drug dispensing service in terms of Tangibility (p<0.05). Meanwhile, factors such as age group, education level, and occupation were related to the satisfaction of outpatients with the health insurance drug dispensing service in terms of Trust (p<0.05). Conclusion: to continue to enhance patient satisfaction with the dispensing of health insurance drugs at hospitals, it is necessary to strengthen the facilities serving this activity, and at the same time improve the capacity of pharmacists to improve patient trust.