CHẤT LƯỢNG DỊCH VỤ KHÁM CHỮA BỆNH NỘI TRÚ TỪ GÓC ĐỘ NGƯỜI BỆNH TẠI BỆNH VIỆN ĐẠI HỌC Y DƯỢC THÀNH PHỐ HỒ CHÍ MINH CƠ SỞ 2 NĂM 2023

Abstract

Objectives: Evaluate the quality of internal medical services from the perspective of people coming to inpatient care based on the PSS toolkit. Subjects and methods: Cross-sectional descriptive, quantitative combined with qualitative study. Using the PSS tool for 161 people who came to inpatient care and in-depth interviews with 14 health workers and 8 inpatients. Results: Male 33%, female 67%, over 66% aged 35 and over, 40% live near the hospital. All patients have completed lower secondary school or higher and 75% of patients have a low income of less than 5 million VND/month. The average point of overall service quality is 3.84 ± 0.30 points, of which 5 dimensions of service quality are from 3.76 to 3.92 points. Conclusion: Quality of inpatient medical services at Ho Chi Minh City University of Medicine and Pharmacy Hospital, Campus 2 in 2023 from the patient's perspective reached 3.84 points. The highest rating of service quality is in the "reliability" criterion and the lowest is in the "responsiveness" and "facilities" criteria.