Assessing customer satisfaction with the quality of medical examination and treatment at Ba Ria General Hospital

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English

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APPENDIX 1

IN-DEPTH INTERVIEW OUTLINE

After greeting the patient, the author directly interviewed the patient as follows: 1. What health problems are you having? Why do you

(You/Mrs./Mrs.) chose this hospital for medical examination and treatment?

2. Can you tell us what the hospital did during your treatment? How would you rate the hospital's level of care for you?

3. What difficulties did you encounter when you were examined at the hospital? What advantages did you have at the hospital? How did the hospital help you?

4. Could you tell us some of your impressions of the hospital? (For example: staff, facilities, landscape, hygiene, equipment, hospital procedures, waiting time, etc.)

5. What can you say about the doctor's professional ability?

Nurse? What do you think about each person's duties?

6. What do you trust the hospital about? What are you not sure about?

7. Are you surprised by the cost of medical examination and treatment at the hospital? Why? What do you think about the cost of medical examination and treatment here?

8. According to you, what is the most important thing that a hospital should provide to patients with health insurance cards?

9. In general, when you go to the hospital for examination, what aspects are you satisfied with? What aspects are you dissatisfied with? (Patients' opinions will be compared with components such as: tangible means, reliability, responsiveness, service capacity, empathy, examination time, medical examination and treatment results, price and additional factors - if any)

Thank you very much for your interview!

APPENDIX 2

PATIENT SURVEY

Hello everyone!

We are currently the authors of the research topic " " Evaluation of customer satisfaction with the quality of medical examination and treatment services of Ba Ria General Hospital " , We hope you will take a little time to fill out this interview form, The information you provide will help me a lot in achieving the research objectives of the topic,

Please indicate your level of agreement with the following statements on a scale of 1 to 5 using the convention:

Strongly disagree

Disagree	Normal	Agree	Totally agree
1	2	3	4	5

Maybe you are interested!

Content

Level of agreement
1, Polite and courteous staff,	1	2	3	4	5
2, Patient care staff	1	2	3	4	5
3 Staff respect patients	1	2	3	4	5
4, Staff are always willing to help patients	1	2	3	4	5
5, Staff respond to patient requests promptly. friendly	1	2	3	4	5
6, When a patient has a complaint, it is handled in a professional manner. quick	1	2	3	4	5
7, Patients are treated fairly	1	2	3	4	5
8, The staff do their jobs very well.	1	2	3	4	5
9. When patients encounter obstacles, staff are empathetic and supportive. family institute	1	2	3	4	5
10, Staff clearly explains to patients or relatives about treatment	1	2	3	4	5
11, Patients are clearly informed about their condition by staff. my health	1	2	3	4	5

12, Staff tell exactly when service will be performed

presently

1	2	3	4	5
13. Before discharge, the staff will instruct on necessary care. home design	1	2	3	4	5
14, All preparations for discharge are well done.	1	2	3	4	5
15, Communicate with staff comfortably	1	2	3	4	5
16, Patients receive information quickly from doctors	1	2	3	4	5
17. Staff provide full information when patients need it.	1	2	3	4	5
18. The doctor clearly announced the treatment results.	1	2	3	4	5
19. Doctors are always available to patients when needed.	1	2	3	4	5
20, Specific payment documents	1	2	3	4	5
21, Staff ready to explain payment documents	1	2	3	4	5
22, Any complaints regarding payment documents will be resolved. good decision	1	2	3	4	5
23, The statement and invoice are appropriate for the services I received. Okay	1	2	3	4	5
24, Clean facilities	1	2	3	4	5
25, Modern equipment	1	2	3	4	5
26, Simple hospital admission procedures	1	2	3	4	5
27, Clear signage	1	2	3	4	5
28, Hospital telephone and staff calling system are always available. floor and in good condition	1	2	3	4	5

Do you have any suggestions or comments to help us serve you better:

................................................................ ................................................................ .............................................

Thank you very much for your participation and comments! Best wishes to you,

APPENDIX 3

PATIENT INTERVIEW QUESTIONNAIRE

Questionnaire No.: ………Interview at: ….. Hour ……..Date………………. Hospital: …………..………………………………………………………… Examination time…………………………….…………………………….…….. Hello Sir/Madam.

We are members of the research group of the University of Economics, Ho Chi Minh City. We are conducting a study on factors affecting patient satisfaction with health insurance cards at Ba Ria General Hospital.

We would like to ask you to take a few moments to answer the following questions. Please also note that there is no right or wrong opinion. All of your opinions are valuable to our research.

Best regards !

Please indicate your level of agreement with the statements below regarding the hospital you have recently visited:

Please check the appropriate number according to the following convention:

1: Strongly disagree. 2: Disagree. 3: Neutral. 4: Agree. 5: Strongly agree

STT

Sign

effect

Questions about observed variables

Level

TTCD

Respect and care

TTCD1

Patient records are free of errors (e.g., medical records.

result sheet.prescription)

TTCD2	The hospital always does its work on time.	1	2	3	4	5
3	TTCD3	The doctor consulted you before test order. ultrasound. . . .	1	2	3	4	5
4	TTCD4	The medical examination process at the hospital ensures your privacy (e.g. private examination room. …)	1	2	3	4	5
	HQLT	Efficiency and Continuity
5	HQLT1	The doctor answered his questions clearly. (Mrs./Mrs.) about the disease	1	2	3	4	5
6	HQLT2	When you need it, hospital staff are available. ready to help	1	2	3	4	5
7	HQLT3	Simple and accurate administrative procedures (registration check up. pay bill)	1	2	3	4	5
8	HQLT4	Do you feel secure when communicating with hospital staff	1	2	3	4	5
	PHDV	Service Suitability
9	PHDV1	Modern medical facilities and equipment. Runs well.	1	2	3	4	5
10	PHDV2	Doctor, nurse, technician with professional style professional and well dressed	1	2	3	4	5
11	PHDV3	Hospital departments/rooms are always neat and clean. will	1	2	3	4	5
12	PHDV4	You can easily find the office such as: doctor's room. laboratory. X-ray room. . .	1	2	3	4	5
13	PHDV5	Easy to understand instruction sheets. Full introduction of services. hospital service	1	2	3	4	5
14	PHDV6	waiting room. examination room. dispensary widely available medicine	1	2	3	4	5

TTLL	Contact information
15	TTLL1	Nurses are very proficient in performing medical procedures. department	1	2	3	4	5
16	TTLL2	The hospital staff treated him/her very kindly. Good	1	2	3	4	5
17	TTLL3	He/she feels his/her health has improved. in the last treatment	1	2	3	4	5
18	TTLL4	Do you trust the medical expertise? The doctors at this hospital are very effective in their treatment.	1	2	3	4	5
19	TTLL5	Do you trust our medical equipment? this hospital	1	2	3	4	5
20	TTLL6	Do you believe that your treatment results will be satisfactory? (You/ She) are the best the hospital has to offer.	1	2	3	4	5
	Stock Exchange	Time for examination
21	TGCK1	You do not have to wait too long at one or several stages of the hospital (for example, waiting to register for an examination, waiting examination (waiting for results)	1	2	3	4	5
22	TGCK2	Sufficient communication time between doctor and patient	1	2	3	4	5
23	TGCK3	In general, patients do not spend much time on a medical examination	1	2	3	4	5
	HQTT	The effectiveness of hospital bill payment
24	HQTT1	Medical expenses do not exceed your ability. You can pay	1	2	3	4	5
25	HQTT2	The cost of medical examination and treatment is not higher than Mr. (She/He/She) has planned	1	2	3	4	5
26	HQTT3	The cost of medical examination and treatment at the hospital is reasonable.	1	2	3	4	5
	MDHL	Satisfaction with quality of medical examination and treatment services
27	Hailong	Overall.Are you satisfied with the services?	1	2	3	4	5

Assessing customer satisfaction with the quality of medical examination and treatment at Ba Ria General Hospital - 11

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