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ASSESSMENT OF OUTPATIENTS SATISFACTION OF THE QUALITY OF TESTING SERVICES AT UNIVERSITY MEDICAL CENTER IN HO CHI MINH CITY
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Abstract
Background: Delivering effective and patient-centered quality care is of paramount importance. Patient satisfaction is one of the essential indicators of health management, which can help improve service quality in healthcare facilities. Therefore, research to determine the level of patient satisfaction with outpatient services provided at the hospital will help medical staff to recognize shortcomings and improve patient care. and at the same time develop the quality of medical services at the hospital in general. Objective: Assessing the satisfaction of outpatients with testing services at the University of Medical Center in Ho Chi Minh City at the following stages: Register, collecting sample, returning results. Materials and method: A cross-sectional descriptive study of a series of cases, assessed by questionnaires, was conducted at the Laboratory Department - University of Medical Center in Ho Chi Minh City from 01/2021 to 12/2021. Results: Satisfaction assessment of 487 patients with the rate of 67,89% female and 32,11% male with the average age of 45,16 ± 12,35. The overall satisfaction rate in 2021 will reach 95,12%, of which the level of satisfaction at the reception and preparation stages is 96,95%; during blood collection is 96,1%; on time to return results is 96,3%. Conclusion: The satisfaction rate of the internal customer group for the services of the Laboratory Department - University of Medical Center Ho Chi Minh City has increased compared to 2020. Applying the standards at the laboratory bring satisfaction to customer.
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Keywords
testing service, customer satisfaction
References
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