PATIENTS' SATISFACTION WITH MEDICAL EXAMINATION SERVICES AT 108 MEDICAL CLINIC, NAM DINH PROVINCE IN 2021

Abstract

Patient’s satisfaction with healthcare services is one of the important goals of health systems. Objective of this study was to assess patient satisfaction with medical examination services at 108 Medical Clinic, Nam Dinh province in 2021. A cross-sectional descriptive was collected 298 patients who used medical examination and treatment services at the clinic from March to June 2021. The results showed that satisfaction of patients about medical examination services at 108 medical clinic was 67.7%. In which, the criterion of behavior, professional capacity of medical staff has the highest patient satisfaction (94%).  The accessibility criterion had the lowest satisfaction (63.4%). 74.8% patients satisfied with the transparency of information and medical examination and treatment procedures. 72.8% patients satisfied with facilities and service facilities. 91.2% patients satisfied with service delivery results. Therefore, the clinic needs to have solutions to improve the quality of medical examination and treatment in all aspects to increase satisfaction such as implementing an appointment booking system via the website or via the call center, researching a plan to separate the medical examination and treatment. Schedule for the subjects to have their first examination, periodical examination, and follow-up examination to optimize personnel accordingly.