Quyen Bui Thi Tu, Ha Nguyen Thanh, Van Minh Hoang
Hanoi University of Public Health, Vietnam.
Health Psychol Open. 2021 May 9;8(1):20551029211015117. doi: 10.1177/20551029211015117. eCollection 2021 Jan-Jun.
Patient satisfaction has implications for resource distribution across primary, secondary, and tertiary care, as well as accessibility of quality services and equity of service delivery. This study assessed outpatient satisfaction with health services and explored the determinants at the individual and contextual levels in Vietnam. Data on 4372 outpatients were extracted from the Vietnam Health Facility Assessment survey 2015. Three levels of logistic regression were applied to examine the association between outpatient satisfaction and three types of explanatory variables. Outpatients satisfied with their community health center or district hospital accounted for relatively high proportions (85% and 73%, respectively). Patients' age, occupation, and individual characteristics were significant predictors of patient satisfaction, whereas provincial level factors were not significantly associated with the dependent variable. When individual-level characteristics were controlled, outpatients who had a longer waiting time for health services were less likely to report being satisfied. Interventions for improving outpatient satisfaction should pay attention to simplifying the health procedure at health facilities to reduce patients' waiting time and increase their examining time.
患者满意度对初级、二级和三级医疗服务的资源分配、优质服务的可及性以及服务提供的公平性都有影响。本研究评估了越南门诊患者对医疗服务的满意度，并在个体和背景层面探讨了其决定因素。从2015年越南卫生机构评估调查中提取了4372名门诊患者的数据。应用三个层次的逻辑回归来检验门诊患者满意度与三种解释变量之间的关联。对社区卫生中心或地区医院满意的门诊患者占比较高（分别为85%和73%）。患者的年龄、职业和个人特征是患者满意度的重要预测因素，而省级层面的因素与因变量无显著关联。在控制个体层面特征后，等待医疗服务时间较长的门诊患者报告满意的可能性较小。提高门诊患者满意度的干预措施应注重简化医疗机构的就医流程，以减少患者等待时间并增加检查时间。
