SATISFACTION OF INSURED PATIENTS GETTING DIAGNOSIS AND TREATMENT SERVICES IN HOI AN HEALTH STATION, CHO MOI DISTRICT, AN GIANG PROVINCE IN 2020: STATUS AND SOME ASSOCIATED FACTORS.

Abstract

Research was conducted with two objectives which are to describe and to analyze some factors affecting the satisfaction of insured patients getting diagnosis and treatment service in Hoi An health station, Cho Moi district, An Giang province. The research design is cross-sectional description, combining quantitative and qualitative. The research used SERQUAL questionaire, interviewed 288 inpatients. The research results show that 81.2% insured patients satisfied with diagnosis and treatment service in Hoi An health station, in which the overall satisfaction rate of insured patients with sympathy factor is 74.7%. Factor having lowest satisfaction rate of insured patient is trust factor (60.1%). Our study also found some factors related to patient satisfaction. They are occupation (OR = 2.1), number of visits per year (OR = 2.5), number of times using health insurance card (OR = 2.0), health insurance services counseling (OR = 2.6). The research results provide scientific evidence to advise the Board of Directors to propose solutions to improve the quality of medical examination and treatment and increase patient confidence.