TY - JOUR
T1 - Measuring satisfaction with health care services for vietnamese patients with cardiovascular diseases
AU - Hwang, Jongnam
AU - Vu, Giang Thu
AU - Tran, Bach Xuan
AU - Thi Nguyen, Thu Hong
AU - van Nguyen, Bang
AU - Nguyen, Long Hoang
AU - Thi Nguyen, Huong Lan
AU - Latkin, Carl A.
AU - Ho, Cyrus S.H.
AU - Ho, Roger C.M.
N1 - Publisher Copyright:
© 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.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020/6
Y1 - 2020/6
N2 - 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’s alpha reported for the domains were in the range of 0.72–0.97, while for outpatients, Cronbach’s alpha was within 0.61–0.97. 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 “Attitude of Nurse” item (42.0%), the highest satisfaction score was in “Care and treatment” domain (Mean = 85.6, SD = 9.7) and the lowest in “Hospital facilities” domain (Mean = 78.3; SD = 9.2). Among outpatients, the highest complete satisfaction was in “Attitude of physicians when examining, guiding and explaining to the patient” item (19.7%), the highest satisfaction score was in “Attitude of medical staff” domain (Mean = 82.8; SD = 7.9) and the lowest in “Waiting time” domain (Mean = 76.6; SD = 8.2). People not having health insurances had significantly higher scores in “Waiting time”, “Hospital facilities” and “Attitude of staff” domains (for outpatients) and in “Health service accessibility”, “Hospital 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.
AB - 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’s alpha reported for the domains were in the range of 0.72–0.97, while for outpatients, Cronbach’s alpha was within 0.61–0.97. 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 “Attitude of Nurse” item (42.0%), the highest satisfaction score was in “Care and treatment” domain (Mean = 85.6, SD = 9.7) and the lowest in “Hospital facilities” domain (Mean = 78.3; SD = 9.2). Among outpatients, the highest complete satisfaction was in “Attitude of physicians when examining, guiding and explaining to the patient” item (19.7%), the highest satisfaction score was in “Attitude of medical staff” domain (Mean = 82.8; SD = 7.9) and the lowest in “Waiting time” domain (Mean = 76.6; SD = 8.2). People not having health insurances had significantly higher scores in “Waiting time”, “Hospital facilities” and “Attitude of staff” domains (for outpatients) and in “Health service accessibility”, “Hospital 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.
UR - http://www.scopus.com/inward/record.url?scp=85087099079&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85087099079&partnerID=8YFLogxK
U2 - 10.1371/journal.pone.0235333
DO - 10.1371/journal.pone.0235333
M3 - Article
C2 - 32584904
AN - SCOPUS:85087099079
VL - 15
JO - PLoS One
JF - PLoS One
SN - 1932-6203
IS - 6
M1 - e0235333
ER -