AUTHOR=Duc Thanh Nguyen , My Anh Bui Thi , Xiem Chu Huyen , Quynh Anh Pham , Tien Pham Hung , Thi Phuong Thanh Nguyen , Huu Quang Cao , Ha Vu Thu , Thanh Hung Phung 

TITLE=Patient Satisfaction With Healthcare Service Quality and Its Associated Factors at One Polyclinic in Hanoi, Vietnam

JOURNAL=International Journal of Public Health

VOLUME=Volume 67 - 2022

YEAR=2022

URL=https://www.ssph-journal.org/journals/international-journal-of-public-health/articles/10.3389/ijph.2022.1605055

DOI=10.3389/ijph.2022.1605055

ISSN=1661-8564

ABSTRACT=Patients’ satisfaction is one of the important components of measuring healthcare quality. The cross-sectional study was conducted to evaluate the validity and reliability of the patients’ satisfaction scale with the quality of health services and its associated factors at one polyclinic in Hanoi, Vietnam. The results of 301 outpatients showed that the overall outpatient satisfaction was 53.5%. And there were 5 factors (facilities, services provision results, information transparency and administrative procedures, accessibility, interaction, and communication of staff) including one major factor with high Eigenvalues coefficient, 22.5 for satisfaction with facility, and 4 others with lower Eigenvalues coefficient, 3.2, 2.0, 1.5, and 1.2 for satisfaction with service provision results, information transparency, and administrative procedures, accessibility, interaction and communication of staff respectively. All satisfaction factors show internal consistency reliability, the Cronbach’s Alpha of over 0.9. The insured are 3.5 times (95%CI: 1.9-6.2) more likely satisfied with health services than the uninsured. The findings suggested that the patient satisfaction measurement tool should be used for intervention to improve the quality of health services at the clinic.