KHẢO SÁT SỰ HÀI LÒNG NGƯỜI BỆNH NGOẠI TRÚ TẠI KHU KHÁM BỆNH AB – KHOA KHÁM BỆNH ĐA KHOA BỆNH VIỆN TRUNG ƯƠNG QUÂN ĐỘI 108

Abstract

Objective: This study aims to evaluate patient satisfaction with healthcare services at the Outpatient Clinic AB, Department of General Outpatient Clinic, 108 Military Central Hospital. Materials and Methods: The study was conducted from September to October 2024, utilizing a survey of 303 outpatients who completed their consultations. Data collection was performed through a Google Form, accessed via a QR code scan upon completion of the medical visit. The study focused on key factors, including waiting time, physician consultation quality, healthcare staff attitude, and facility conditions. Results: The findings indicated an overall patient satisfaction rate of 85.86%, with 89.43% satisfaction regarding the medical staff’s professional competence and 88.11% satisfaction with their communication skills. However, prolonged waiting times for laboratory testing and result retrieval remained notable concerns, with satisfaction rates of 63.03% and 61.05%, respectively. Conclusion: This study assessed patient satisfaction at the Outpatient Clinic AB, Department of General Outpatient Clinic, 108 Military Central Hospital. The results demonstrated a high overall satisfaction rate of 85.86%, with particularly strong evaluations of healthcare professionals’ competence (89.43%) and communication skills (88.11%). However, delays in laboratory testing and result reporting were identified as key areas for improvement, given their lower satisfaction rates (63.03% and 61.05%). Therefore, strategic interventions are necessary to optimize the laboratory workflow, reduce waiting times, and enhance the overall patient experience.