Patients’ satisfaction with quality of medical services, Yen Son district hospital, Tuyen Quang province, Vietnam

Patients’ satisfaction is one of the important standards measuring the quality of medical services in hospitals. The cross-sectional study was conducted to evaluate the patients’ satisfaction with the quality of medical services and associated factors using the SERVQUAL model of 5 dimensions in Yen Son hospital, Tuyen Quang province in December, 2016. The results showed that patients were relatively satisfed with quality of medical services, with the mean score of 3.99 over 5. The lowest mean scores of 3.91, 3.95, and 3.96 were respectively observed in the dimensions of assurance, responsiveness and sympathy. Age, education and being male of the patients were factors associated with quality satisfaction of medical services. The fndings suggested that the leaders and managers in Yen Son hospital should develop and implement plans to improve the quality of medical services, especially focusing on the dimensions of assurance, responsiveness and sympathy and the items of the remaining dimensions with the mean score under 4.
 

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