Assessment of outpatient satisfaction in binh dinh provincial general hospital in 2018

0000 NGUYEN NAM KHANH ASSESSMENT OF INPATIENT SATISFACTION IN BINH DINH PROVINCIAL GENERAL HOSPITAL IN 2018 MASTER’S THESIS BUSINESS ADMINISTRATION Hanoi, 2019 VIETNAM NATIONAL UNIVERSITY, HANOI VIETNAM JAPAN UNIVERSITY NGUYEN NAM KHANH ASSESSMENT OF INPATIENT SATISFACTION IN BINH DINH PROVINCIAL GENERAL HOSPITAL IN 2018 MAJOR: BUSINESS ADMINISTRATION CODE: 60340102 RESEARCH SUPERVISORS: ASSOC PROF DR VU ANH DUNG PROF DR HIROSHI MORITA Hanoi, 2019 ACKNOWLEDGEMENT First of all, I would like to give my sincere thanks to Vietnam Japan University, Yokohama National University, Japan International Cooperation Agency (JICA) with all the members, lecturers and assistants for giving me this opportunity to study and research in an international academic environment I have gained a lot of knowledge and experience through classes and seminars in Vietnam and Japan Secondly, I want to express my deep and sincere gratitude to my two supervisors, Associate Professor Vu Anh Dung, Vietnam Japan University and Professor Hiroshi Morita, Yokohama National University Their wide knowledge and critical thinking have given me motivation, confidence and value to my research They also encouraged and instructed me personally for my thesis I also want to thank Professor Matsui, Associate Professor Pham Thi Lien, Hanh sensei, Hino sensei for what all of you have done with VJU students You always support and share with us your valuable knowledge and experience To Huong san and IPO’s staff, YNU Thank you for your detailed caring to VJU students in Vietnam as well as in Japan Finally, I would like to thank my family, friends and colleagues who supported and encouraged me to finish my thesis Hanoi, 2019 Nguyen Nam Khanh i ABSTRACT Patient satisfaction is an important indicator used for measuring the quality of healthcare facilities Patient satisfaction has an effect on outcomes of medical service providers and reflects efficiency of provided services Therefore, patient satisfaction will be an effective indicator to measure the success of medical service providers This research introduces how to assess patient satisfaction in public hospitals, taking the case of Binh Dinh provincial general hospital In the strategy of Vietnam healthcare system for protecting, caring and improving healthcare in the period 2011-2020, vision 2030 Some issues have been mentioned: Health is the most valuable asset of individuals and all society; medical service is a special social service without profits in public service providers; investing in health is investing for the future and for good nature of society; improvement and modernization of healthcare system towards Equity-Efficiency-Development Currently, medical services in public hospitals are considered not as good as in private hospitals Therefore, the objectives of this research are assessing current situation of patient satisfaction in the hospital and providing some recommendations as the background or reference for public hospitals to improve their medical services ii TABLE OF CONTENTS ACKNOWLEDGEMENT .i ABSTRACT ii LIST OF FIGURES .vi LIST OF TABLES vii CHAPTER 1: INTRODUCTION 1.1 Background 1.2 Research objectives 1.3 Research questions 1.4 Introduction of Binh Dinh provincial general hospital 1.4.1 Policies of Vietnam healthcare system towards patient satisfaction 1.4.2 Establishment and development process of the hospital .4 1.5 Structure of research CHAPTER 2: LITERATURE REVIEW ON PATIENT SATISFACTION 2.1 Hospital services 2.2 Service quality 2.3 Customer satisfaction 2.4 Customer satisfaction and service quality 2.5 Overview of patient satisfaction 10 2.6 Role of patient satisfaction 10 2.7 The relationship between service quality and patient satisfaction 11 2.8 Factors impacting patient satisfaction 11 iii CHAPTER 3: RESEARCH METHODOLOGY 16 3.1 Research design 16 3.2 Research process 17 3.3 Data collection 17 3.4 Research model 20 CHAPTER 4: RESULTS OF INPATIENT SATISFACTION IN BINH DINH PROVINCIAL GENERAL HOSPITAL 23 4.1 General information of researched patients 23 4.2 Assessment of inpatient satisfaction 25 4.2.1 Inpatient satisfaction on accessibility 25 4.2.2 Inpatient satisfaction on Transparency on information, examination and treatment procedures 27 4.2.3 Inpatient satisfaction on Facilities and equipment 29 4.2.4 Inpatient satisfaction on Medical staff’s behavior and professional capacity 31 4.2.5 Inpatient satisfaction on Results of service provision 33 4.3 Summary of results on inpatient satisfaction 35 4.3.1 Inpatient satisfaction in general and classified by factors 35 4.3.2 Percentage of overall assessment of inpatient satisfaction 36 4.3.3 Classification of patients who will return or introduce to other patients 36 4.3.4 Odds Ratio Analysis 37 CHAPTER 5: RECOMMENDATIONS TO IMPROVE INPATIENT SATISFACTION IN BINH DINH PROVINCIAL GENERAL HOSPITAL 40 iv 5.1 Improving facilities in the hospital 40 5.2 Investing more in medical equipment and information technology to improve service quality 40 5.3 Simplifying complicated administrative procedures 41 5.4 Improving medical staff’s communication skills 41 5.5 Limitations of the thesis 41 CONCLUSIONS 42 LIST OF REFERENCES 43 APPENDIX .46 APPENDIX .50 APPENDIX .52 APPENDIX .53 v LIST OF FIGURES Figure Research process 17 Figure Research model 22 Figure Patient satisfaction by age 24 Figure Summary of inpatient satisfaction on Accessibility 26 Figure Summary of inpatient satisfaction on Transparency on information, examination and treatment procedures 28 Figure Summary of inpatient satisfaction on Facilities and equipment .31 Figure Summary of inpatient satisfaction on Medical staff’s behavior and professional capacity 33 Figure Summary of inpatient satisfaction on Results of service provision 35 vi LIST OF TABLES Table 4.1 Patient classification by sex 23 Table 4.2 The total number of days of hospitalization 24 Table 4.3 Patients using of health insurance card for this treatment .24 Table 4.4 Classification of inpatient satisfaction by accessibility 25 Table 4.5 Classification of inpatient satisfaction by Transparency on information, examination and treatment procedures 27 Table 4.6 Classification of inpatient satisfaction by Facilities and equipment .29 Table 4.7 Classification of inpatient satisfaction by Medical staff’s behavior and professional capacity 31 Table 4.8 Classification of inpatient satisfaction by Results of service provision 33 Table 4.9 Inpatient satisfaction in general and classified by factors .35 Table 4.10 Percentage of overall assessment of inpatient satisfaction 36 Table 4.11 Classification of patients who will return or introduce to other patients 36 Table 4.12 The relation between related factors and inpatient satisfaction 37 Table 4.13 The relation between related factors and patient return 38 vii CHAPTER 1: INTRODUCTION 1.1 Background Health is always among the most important issues and the most valuable asset of individuals and all society Investing in health is investing for development and growth, reflecting the good society With the development trend of health sector, public hospitals gradually have to be autonomous in finance meaning that they must cover all the costs for their operation such as salary, equipment, drugs…etc In this situation, to be survival in severe competition in market economy, public hospitals need to attract more patients Therefore patient satisfaction is one of the most important issues for hospitals as well as a principal indicator reflecting quality and efficiency of medical services For public hospitals, assessment of patient satisfaction will help improve quality of services and reputation, so that hospitals can increase revenue and have effects on other hospitals Pollack (2008) there is a relationship between service quality and patient satisfaction, level of satisfaction is a measurement for the suitability between medical services provided with expectation from patients Satisfied patients will lead to improved financial outcomes, reduce management claims, retain patients and succeed in a competitive environment In current circumstance, there is a difference of medical services between public and private hospitals, services at private hospitals are considered better than at public hospitals Nowadays, patients not only pay attention on quality of medical treatment but also the services that they would receive from medical staff With the development of modern technology in medical treatment, medical services have been highly focused on to increase the competitiveness Raising patient satisfaction in public health will play an important role for public healthcare providers because patient satisfaction determines the survival and development of public hospitals, according to Decree No 55/2012/ND-CP public healthcare providers will be dissolved if the task is not completed in three consecutive years 28% Satisfaction Figure Summary of inpatient satisfaction on Accessibility Transparency on information, examination and treatment procedures The process and procedures of hospitalization are clear, public and convenient Regulations and necessary information of hospitalization are announced clearly The condition of disease, methods and estimated time of treatment are explained clearly Before testing and using high technology equipment, patients are explained clearly Updated information of drugs and cost of treatment are listed clearly 19.33% 80.67% Figure Summary of inpatient satisfaction on Transparency on information, examination and treatment procedures 5 Facilities and Equipment Patient rooms are spacious, clean and full of equipment such as fans, heaters or air conditioners Patient beds with pillows, sheets are safe and in good condition Toilets, bath rooms are convenient, clean and in good condition Patient rooms are safe and have good security Clean clothes are provided for patients Hot and cold water are provided for patients Is there a private area for patients when necessary such as clothes changing or examination Canteen of the hospital meets the expectation of patients for meals and other needs The environment in the hospital campus is green and clean 42% Figure Summary of inpatient satisfaction on Facilities and equipment Medical staff’s behavior and professional capacity Medical staff (doctors, nurses) has good words, behaviors and communication skills Serving staff (security guards, receptionist…) has good words, behaviors and communication skills Medical staff respects, treats and takes care of patients fairly Doctors and nurses have a good cooperation and the task is completed quickly Patients are visited and encouraged by doctors at the patient rooms Patients are consulted by doctors about meals, exercises and prevention from symptoms Medical staff not have suggestions of tips 19% Satisfaction 81% Dissatisfaction Figure Summary of inpatient satisfaction on Medical staff’s behavior and professional capacity 59 Results of service provision Provision and usage instruction of drugs are explained clearly Equipment and medical supplies are complete, modern and meet your expectation The result of treatment meets your expectation Mr./Mrs evaluates the level of trust on quality of medical services Mr./Mrs evaluates the level of satisfaction on fee of medical services 60 16.33% 83.67% Figure Summary of in patient satisfaction on Results of service provision 61 ... quality of medical services and patient satisfaction in Binh Dinh provincial general hospital, the author decided to choose the topic ? ?Assessment of inpatient satisfaction in Binh Dinh provincial general. .. Chapter 4: Results of inpatient satisfaction in Binh Dinh provincial general hospital Chapter 5: Recommendations to improve patient satisfaction in Binh Dinh provincial general hospital CHAPTER... Ministry of Health 22 CHAPTER 4: RESULTS OF INPATIENT SATISFACTION IN BINH DINH PROVINCIAL GENERAL HOSPITAL 4.1 General information of researched patients After collecting and inputting data into