ĐÁNH GIÁ MỨC ĐỘ HÀI LÒNG CỦA NGƯỜI BỆNH VÀ CÁC YẾU TỐ ẢNH HƯỞNG ĐỐI VỚI CẤP PHÁT THUỐC NGOẠI TRÚ DỊCH VỤ TẠI BỆNH VIỆN THỐNG NHẤT

Abstract

Objectives:To evaluate the factors affecting patient satisfaction with outpatient drug dispensing services. Subjects and methods: A cross-sectional study on patients who come to visit and receive outpatient drug dispensing services at C5 and Clinic A of Thong Nhat Hospital. The questionnaire used in an international study has guaranteed validity and reliability, rated on a 5-point Likert scale, from “Very Unsatisfied” (1) to “Very Satisfied” (5). Analyzing and processing data using SPSS. Results:With 300 patients surveyed, the average score of overall patient satisfaction with outpatient pharmacy services at Thong Nhat Hospital was high (mean score = 3.90). In which the criterion with the highest average satisfaction score is the clarity of the drug label or sticker (mean score=4.47) and the criterion with the lowest average score on satisfaction is the facilities at the drug collection site (mean score = 3.20). The mean value of overall satisfaction with outpatient pharmacy services of patients at Clinic A was lower than that of patients at site C5. Conclusion:: In general, the majority of patients participating in the survey said they feel satisfied or very satisfied with the criteria related to outpatient pharmacy services at Thong Nhat Hospital.