ĐÁNH GIÁ SỰ HÀI LÒNG CỦA NGƯỜI BỆNH ĐỐI VỚI HOẠT ĐỘNG CẤP PHÁT THUỐC BẢO HIỂM Y TẾ NGOẠI TRÚ TẠI BỆNH VIỆN TWQD 108 NĂM 2021

Abstract

Patient satisfaction with outpatient pharmacy services is one of the factors to evaluate the quality of pharmacy services at 108 Military Central Hospital. A cross-sectional surveillance study was conducted on 306 outpatient patients at the hospital to assess their satisfaction. The questionnaire used in the research includes 5 factors with 21 observation variables ensuring reliability with Cronbach's Alpha coefficient > 0.7. The results of the Exploration Factor Analysis (EFA) showed four factors affecting patient satisfaction with outpatient pharmacy services, including dispensing staff, accessibility and clear administrative formalities, results of drug dispensing services, and facilities. Our study used multivariable regression analysis to evaluate the influence of the factors. The results showed that: the most influential factor is the accessibility and clear administrative formalities (B = 0.21 95). %CI 0.16-0.26), The second most influential factor is the dispensing staff (B = 0.20 95% CI 0.15 - 0.25), the third most influential factor is the results of drug dispensing services (B = 0.15 95% CI 0.10-0.20), and the lowest influential factor is the facilities. (B = 0 .14 ​​95% CI 0.09 - 0.19).