Articles Tập 67 Số CĐ15 25/09/2026

PATIENT EXPERIENCE AMONG INTERNAL MEDICINE OUTPATIENTS AT BA VI GENERAL HOSPITAL, HANOI CITY, 2026

Nguyen Can Chung, Tran Quoc Lam
DOI: 10.52163/yhc.v67iCD15.6736
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Abstract

Objective: To describe the experience of patients attending the internal medicine outpatient service and to explore factors perceived by participants as influencing patient experience at the Outpatient Department of Ba Vi General Hospital, Hanoi, in 2026.

Methods: A mixed-methods descriptive cross-sectional study was conducted from March to September 2026. The quantitative component included 201 patients aged 18 years or older who had completed the outpatient care process and were selected using systematic random sampling over 20 working days. The qualitative component included 27 purposively selected participants. In-depth interviews were conducted with five representatives of hospital and department management and eight patients, while two focus group discussions were conducted with seven physicians and seven nurses from the Outpatient Department. Patient experience was assessed across seven dimensions using a 5-point scale; scores of 4-5 were classified as positive experience.

Results: The overall patient experience score was 4.5 ± 0.6, and 88.6% of patients were classified as having a positive experience. The highest proportions of positive ratings were observed for physical facilities (98%), medical examination and treatment services (97%), healthcare costs (95.5%), and communication with healthcare staff (92%). Waiting time was the least favorably rated dimension, with only 20.4% of patients reporting a positive experience; specifically, only 6.5% positively rated the waiting time for diagnostic test results. The qualitative findings identified several facilitating factors, including improved physical facilities, generally clear care processes, electronic payment options, and positive staff attitudes. The main challenges reported were the concentration of patients during certain peak periods, uneven capacity across diagnostic services, difficulties experienced by older patients in navigating the hospital, and limited time for providing explanations and counseling.

Conclusion: Overall patient experience was rated positively, although ratings varied markedly across dimensions. Priority areas for improvement include reducing waiting times throughout the outpatient care journey, particularly for diagnostic services and the return of test results; strengthening support for older patients and first-time attendees; and standardizing clinical explanations.

Keywords
Patient experience, outpatient care, waiting time, Ba Vi General Hospital.
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