THE CURRENT SATISFACTION OF CUSTOMER SATISFACTION ABOUT MEDICAL EXAMINATION SERVICES AT HANOI OBSTETRICS AND GYNECOLOGY HOSPITAL 3 IN 2021

Abstract

Objective: To examine customer satisfaction levels about the quality of examination services at Hanoi Obstetrics and Gynecology Hospital 3 in 2021. Method: A cross-sectional descriptive study of over 400 customers who visited the Hanoi Obstetrics and Gynecology Hospital 3 during the period from 6/2021 to the end of November 2021. Customer satisfaction was assessed based on a set of questions about the hospital’s activities: convenience in the examination, cost of the examination, waiting time for examination, facilities for examination, attitude and direction instructions of medical staff, and general assessment of customers after the examination. Results: 400 customers were the subjects of the study, mainly from 18-35 years old (83.5%), and most of them were married. Satisfaction rate on the criteria of convenience in the examination, examination cost, waiting time, facilities, and guiding attitude of medical staff were all over 50%. Regarding mental status after completing a medical examination, 63 customers rated their satisfaction levels as satisfied and 33.5% rated as very satisfied. Conclusion: Most of the customers who came for medical examination and treatment at the Hanoi Obstetrics and Gynecology Hospital at the 3rd facility rated their satisfaction levels from satisfied to very satisfied with the quality of services and facilities. Waiting time for medical examination and results, the arrangements at the examination department and the cost of services at the Hospital Waiting time were factors rated with lower satisfaction levels than other factors. Therefore, there needs to be a change in the stream of medical examination and treatment and closer coordination between nurses and doctors at the clinic to reduce waiting time for customers and hence, improve the quality of medical examination and treatment services.