Measuring satisfaction with health care services for vietnamese patients with cardiovascular diseases

Abstract

Patient satisfaction is a useful predictor of adherence and outcomes of cardiovascular diseases (CVDs) treatment. This study explored the satisfaction of Vietnamese CVDs inpatients and outpatients using a scale specifically designed for CVDs patients and examined the factors associated with satisfaction towards CVDs treatment services. Interviews of 600 patients at the Hanoi Heart Hospital were conducted. We developed a measurement scale for both inpatient and outpatient services. Multivariate Tobit regression was used to determine the associated factors with patient satisfaction. For inpatients, Cronbach抯 alpha reported for the domains were in the range of 0.72�97, while for outpatients, Cronbach抯 alpha was within 0.61�97. Overall, patients were more satisfied with inpatient services (Mean = 81.8, SD = 5.8) than outpatient services (Mean = 79.7, SD = 5.2, p<0.05). In inpatients, the highest complete satisfaction was in 揂ttitude of Nurse� item (42.0%), the highest satisfaction score was in 揅are and treatment� domain (Mean = 85.6, SD = 9.7) and the lowest in 揌ospital facilities� domain (Mean = 78.3; SD = 9.2). Among outpatients, the highest complete satisfaction was in 揂ttitude of physicians when examining, guiding and explaining to the patient� item (19.7%), the highest satisfaction score was in 揂ttitude of medical staff� domain (Mean = 82.8; SD = 7.9) and the lowest in 揥aiting time� domain (Mean = 76.6; SD = 8.2). People not having health insurances had significantly higher scores in 揥aiting time�, 揌ospital facilities� and 揂ttitude of staff� domains (for outpatients) and in 揌ealth service accessibility�, 揌ospital facilities� domains (for inpatients) as well as higher total satisfaction score than those having health insurance. Findings discovered through the application of the newly developed instrument showed low satisfaction regarding hospital facilities for inpatients and waiting time for outpatients, suggesting renovation efforts, while inferiority regarding patient satisfaction of health insurance covered patients compared to those without implied policy reform possibility. Further enhancement and validation of the developed instrument was required. � 2020 Hwang et al. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.