Customer experience at the 2nd branch of Vaccination Clinic - Hanoi Medical University in 2022 and associated factors

Objectives: To describe overall customer experiences and identify factors associated with customer experience at the 2nd branch of the Vaccination Clinic - Hanoi Medical University in 2022.

Methods: This cross-sectional study included 250 participants from June 2022 to June 2023 using convenience sampling. Eligible participants were clients aged 18 years or older or guardians of under-18 clients with stable mental health and the ability to complete a questionnaire. Data were collected using a revised SOPEQ Toolkit questionnaire adapted to the local healthcare system. Descriptive statistics and inferential tests were applied, with p<0.05 considered statistically significant.

Results: Overall, 87.6% of clients reported a positive vaccination experience. For specific aspects, over 90% of clients had positive experiences. The highest rating was for “Inside the vaccination room” (96%), followed by “Interaction with doctors” (95.2%), “Before visiting” (94.8%), and “Post-vaccination monitoring” (94.4%). The experiences related to “Arriving at the vaccination center” (93.2%) and “Environment and facilities” (90.4%) were rated positively, while “Leaving the vaccination center” had the lowest rate at 90%. Female clients were 2.47 times more likely to report a positive experience than males (OR = 2.47, 95% CI: 1.14–5.34, p = 0.02). Clients who traveled by car or on foot were 2.55 times more likely to have a positive experience than those using motorbikes (OR = 2.55, 95% CI: 1.08–6.02, p = 0.03). Other personal characteristics showed no significant association with experience.

Conclusions: Clients reported a highly positive vaccination experience, particularly in pre-visit communication and interactions with healthcare providers. These findings highlight key strengths of the clinic’s services and areas for continued improvement.

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