HIỆU QUẢ CAN THIỆP NÂNG CAO SỰ HÀI LÒNG CỦA NGƯỜI BỆNH NGOẠI TRÚ KHÁM, CHỮA BỆNH BẢO HIỂM Y TẾ TẠI KHOA KHÁM BỆNH, TRUNG TÂM Y TẾ THÀNH PHỐ DĨ AN, TỈNH BÌNH DƯƠNG

Abstract

The study aimed to evaluate the effectiveness of the intervention to improve the satisfaction of outpatients with health insurance coverage. A controlled community intervention study was conducted on 400 outpatients before and after the intervention in each group from October 2018 to September 2022 at the Department of Medical Examination of Di An City Medical Center (intervention group), Medical Examination Department of Ben Cat Town Medical Center (control group). The results showed that the percentage of patients satisfied with the Department of Examination facilities  increased from 74.2% to 91.3%, satisfied with the Department of Examination reputation increased from 47.2% to 88.7%, satisfied with the capacity of medical staff increased from 45.7% to 89.3%, satisfied with confidence level of the patients to the Department of Examination  increased from 47.8% to 89.5%, satisfied with empathy of medical staff increased from 49.2% to 88.3%, satisfied with the the Department of Examination’s fulfillment increased from 66.5% to 91.7%, in the intervention group at the time after the intervention was higher than before the intervention (p< 0.05). The intervention model is effective in improving the satisfaction of outpatients with health insurance coverage.