Inpatient experience and influencing factors at Ho Chi Minh city Blood Transfusion and Hematology hospital in 2022

Objective: Policymakers and healthcare managers globally are increasingly focused on collecting Patient Experience (PE) Data to identify information and issues that require improvement for enhancing service quality. For several years, the Ho Chi Minh City Blood Transfusion and Hematology Hospital has prioritized improving patient experience and satisfaction with its services.

Methods: A cross-sectional study incorporating both quantitative and qualitative approaches. Quantitative data were gathered from 250 patients or their main caregivers in six inpatient departments. Quantitative data analysis employed descriptive statistics and non-parametric tests. Qualitative information was obtained through six in-depth interviews with customers (patients and their family members) and seven in-depth interviews with medical staff (hospital leader, 02 clinical department leaders, 02 doctors, and 02 nurses).

Results: The overall Patient Experience (PE) score was 8.5 (median) on a 10-point scale. PED at admission: the waiting time for admission to the inpatient department had the lowest rate of positive experiences (48.8%). Internal Audit on Facilities and Utilities serving patients: the criterion for positive experiences regarding hospital quietness had the lowest rate (65.2%). Internal Audit on the attitude and spirit of service by medical staff, medical examination and treatment activities, and hospital fee payment: all criteria received a fairly high positive evaluation rate of over 86%. Internal accounts before discharge: over 12% of respondents reported difficulties in hospital discharge payment. Factors influencing Internal Revenue Service: Positive factors included the correct application of medical examination and treatment regulations according to the Ministry of Health, administrative procedure reform, new facilities and equipment, training on codes of conduct, and appropriate treatment method selection according to the diagnosis. Negative factors included an incomplete call center for medical examination and treatment, long waiting times for admission to the inpatient department and medical examination, and a lack of methods for patients to pay hospital fees directly in the department or treatment room.

Conclusions: The hospital's overall PED score is 8.5 points. Develop a plan to adjust the process to reduce waiting time for admission from the medical examination department and discharge time; Increase medical human resources to support patient fee collection directly in the treatment department/room.

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