Objective: To analyze factors associated with the experience of patients and caregivers utilizing otorhinolaryngology services at the General and Occupational Health Clinic, Hanoi Medical University, in 2024.
Method: A cross-sectional descriptive study was conducted on 242 individuals aged 18 and above, including both patients and caregivers who visited the otorhinolaryngology department of the clinic from June 2023 to June 2024. Data were collected using a structured questionnaire adapted from the SOPEQ instrument (Eliza Lai-Yi Wong et al., 2014), modified to 44 items with a Cronbach’s alpha reliability of 0.962. Data were analyzed using SPSS 20.0 with descriptive statistics and multivariate logistic regression; statistical significance was set at p < 0.05.
Results: The overall satisfaction rate was 94.2%. Men were more likely to report positive experiences both before arriving at the clinic and overall compared to women (OR = 3.44 and OR = 3.13, respectively). Participants with a monthly income of less than 20 million VND/month reported more positive experiences regarding the clinic’s environment and facilities than those with an income of 20 million VND/month or higher (OR = 2.09; p = 0.01). Patients who had visited the clinic multiple times had more positive interactions with doctors than first-time visitors (OR = 2.45; p = 0.04). Patients who directly used the services had better experiences than accompanying family members during both the examination process (OR = 3.81) and overall experience (OR = 2.10; p = 0.045).
Conclusion: Patient experience was influenced by gender, income, number of visits, and user role. Improving patient experience should focus on enhancing physician - patient communication, optimizing the clinical environment, and ensuring continuity of care to strengthen service quality.