THỰC TRẠNG SỰ HÀI LÒNG CỦA NGƯỜI NHÀ BỆNH NHI ĐIỀU TRỊ NGOẠI TRÚ TẠI BỆNH VIỆN NHI ĐỒNG 2

Abstract

Introduction: Patient and family satisfaction is a requirement in the hospital quality evaluation criteria. This study approaches the evaluation of satisfaction with a new method using the SERVPERF scale, and the results can be applied directly in the department. Aim of study: To describe the level of satisfaction of family outpatient treated at Department of Psychiatry and Physical Therapy in Nhi Dong 2 Hospital in 2022. Methods: The cross-sectional study was conducted on 250 family outpatient treated at Department of Psychiatry and Physical Therapy in Nhi Dong 2 Hospital from March to July 2022. Results: The overall average satisfaction score was 4.47, with a 94.9% overall satisfaction rate. Average scores for each criterion: Tangibles score: 4.45, 95.2% satisfaction rate;  Reliability score: 4.51, 94.8% satisfaction rate; Responsibility score: 4.39, 93.1% satisfaction rate; Assurance score: 4.50, 95.5% satisfaction rate; Empathy score: 4.51, 95.9% satisfaction rate. Conclusion: The level of satisfaction of family outpatient treated at the Department of Psychiatry and Physical Therapy was great. This study showed that the Department of Psychiatry and Physical in Nhi Dong 2 Hospital has been highly trusted and responsive to the patients and their family, following the Professional Communication Standards, thus contributing to achievement in the Nhi Dong 2 Hospital.