26. QUALITY OF INPATIENT SERVICES IN CHAU THANH DISTRICT HEALTH CENTER, LONG AN PROVINCE IN 2023
Main Article Content
Abstract
Introduction: Service quality is a crucial factor influencing patients' decisions to utilize medical services. This study aims to describe the service quality of the inpatient care in the studied hospital.
Methods: We employed a cross-sectional design (mixed-methods approach using quantitative and qualitative surveys) in the three clinical faculties of Chau Thanh District Health Center in 2023. The quantitative survey was done using a self-administered interview with 300 inpatients. A qualitative survey was conducted with 26 informants, comprising two in-depth interviews and four focus group discussions with health providers and inpatients.
Findings: Quality service is assessed at a reasonable level, with an average score of 4.03 points, and a rate of good or better evaluations of 73.8%. All five dimensions have an average service quality of over 3.96 points. The two dimensions with the lowest points were empathy (3.97 points with 76% rating as good or better) and tangible means (3.96 points with 76% rating as good or better). The remaining three dimensions were rated higher, specifically responsiveness (4.09 points, with 78.7% rating as good or better), assurance (4.08 points, with 76% rating as good or better), and reliability (4.06 points, with 79% rating as good or better).
Conclusion: The quality is good, as assessed by the patient. The study results recommend developing a plan to recruit human resources, utilizing an online app for patient counseling and communication, and providing incentives for highly specialized staff.
Article Details
Keywords
Service quality, inpatient, Chau Thanh District Health Center.
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