Customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital

INTRODUCTION

1. Urgency of the topic

Along with the development of world medicine, countries in the region, Vietnamese medicine is making more and more progress to meet the cause of caring for and protecting people's health. The operating environment of hospitals in recent years has changed greatly to meet the increasing needs of patients, aiming at patient satisfaction (who are customers of the hospital). The needs of customers when coming to the hospital for examination do not stop at the level of correct and adequate treatment, but also require high spiritual satisfaction when coming for examination. Therefore, each hospital needs to ensure not only the professional qualifications of medical staff but also focus on the service attitude of medical staff, medical equipment, hospital environmental hygiene, and convenient services to meet the needs of customers during the examination and treatment process at the hospital.

In fact, the quality of medical examination and treatment services at hospitals is increasingly improved, such as infrastructure, medical equipment, a team of doctors with professional expertise, etc. The Hanoi City Health Sector has been planning to develop the health sector in conjunction with the socio-economic development of the capital city of Hanoi, taking into account the position and role of the Sector in the key economic zone and in the region. With the goal of building a professional, modern, complete health system in Hanoi, aiming at fairness, efficiency and development, ensuring that all people enjoy primary health care services, expanding access and use of quality health services, meeting the increasing and diverse needs for health protection, care and improvement of the people of the city and neighboring provinces; becoming one of the specialized medical centers with high-quality services in the Northern region and the whole country, on par with the health systems of developed countries in the region; has modern, advanced facilities and equipment and is the leading medical training, science and high technology center in the country. At the same time, developing

The health sector becomes a high-quality service sector, contributing greatly to the economic growth and sustainable development of the City. Reducing disease risk factors, reducing morbidity and mortality rates, improving physical strength, increasing life expectancy of people, building good habits in disease prevention hygiene, eating habits, nutrition, and safe use of food. Everyone can live in a safe environment and community in terms of health, developing well physically and mentally.

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In recent years, the Ministry of Health in general and the Hanoi Health Sector in particular have made moves to improve the quality of medical examination and treatment at hospitals. Changing the style and service attitude of medical staff towards patient satisfaction has also been given more attention through: suggestion boxes, patient opinion surveys, assessing patient satisfaction through kiosks located at hospitals, etc. In fact, currently, the issue of medical examination and treatment at medical facilities and Duc Giang General Hospital is increasingly improved. However, the quality of medical examination and treatment still has many shortcomings, making people who come to the hospital not completely satisfied with the medical examination and treatment services. This reality raises the question of why people are not satisfied with the medical examination and treatment services? While the Ministry and the Sector have been setting specific goals to improve the quality of medical examination and treatment, aiming at the satisfaction of patients and their families, who are the customers of the Hospital. This is the reason why the author chose the topic "Customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital".

2. Research status related to the topic

- Implementation group of An Giang University, Faculty of Economics and Business Administration, June 2014 - 3rd year topic "Measuring Patient Satisfaction with the Quality of Medical Services of An Giang Central General Hospital - Long Xuyen City".

- Nhu Ngoc Thanh (2016), "The impact of service quality on patient satisfaction at Hai Duong Children's Hospital" Master's thesis

Major in Business Administration.

- Pham Thi Man (2017), Research on "The impact of medical examination and treatment service quality on patient satisfaction at Quy Hoa Central Dermatology and Leprosy Hospital".

- Phung Thi Hong Ha, Tran Thi Thu Hien (2012), "Evaluation of customer satisfaction using medical services at Vietnam - Cuba Hospital - Dong Hoi - Quang Binh" article published in Science Journal, Hue University, volume 72B, number 3, 2012.

3. Research objectives and tasks

3.1. Research objectives

The research objective of the thesis is to find solutions to improve the quality of inpatient medical examination and treatment services at Duc Giang General Hospital by 2025.

3.2. Research tasks

Firstly, clarify the theoretical basis related to customer satisfaction with inpatient medical examination and treatment services;

Second, Evaluate the current status of customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital in the period 2017 - 2019.

Third, Propose some orientations and solutions to improve the quality of inpatient medical examination and treatment services at Duc Giang General Hospital by 2025.

4. Research object and scope

Research object: Customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital.

Research scope:

+ Content: Research on customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital

+ About research space: Duc Giang General Hospital

+ About research time: Secondary data was collected within 3 months.

years from 2017-2019. The survey was conducted from August 2020 to the end of October 2020. Proposed solutions until 2025.

5. Theoretical basis and research methods

5.1. Data collection method

* Primary data:

In this study, the author used survey method to collect primary data.

Sociological survey: Survey of customers using inpatient treatment services at the Hospital through distributing questionnaires

- Subject of investigation: Customers using inpatient treatment services being treated at Duc Giang General Hospital.

- Content: Survey of customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital by scoring on a scale of 1 to 5.

- Form of distribution: ask customers to fill out the form and then collect it.

+ Closed questions: This type of question includes answer options and customers only need to choose one of the answers. Customer satisfaction is measured on a scale of 1 to 5: 1 is Very dissatisfied, 2 is Unsatisfied, 3 is Normal, 4 is Satisfied, 5 is Very satisfied.

+ Open questions: With this type of question, customers can answer according to their own thoughts and assessments with opinions and suggestions.

- Number of questionnaires distributed: 110 patients and 110 relatives of patients

sick.

- Implementation time: from August to September 2020

- Place of distribution: Duc Giang General Hospital

* Secondary data:

Theoretical issues are drawn from textbooks and specialized documents.

Domestically, legal documents of the State of Vietnam.

Reports on the number of patients examined and treated at the hospital, reports on finances, human resources, technical facilities, and other

other relevant documents.

The thesis uses data sources collected from documents and internal information at Duc Giang General Hospital in the period 2017-2019.

5.2. Data processing method

Secondary data: The thesis uses data processing methods including classification, arrangement, analysis, comparison, synthesis, and the use of diagrams and tables.

Primary data: For the data collected from the questionnaire survey, the author entered the data into the computer and performed statistical analysis (mainly descriptive statistics) with the support of SPSS software.

6. Theoretical and practical significance

- Present theoretical basis on issues related to customer satisfaction using medical examination and treatment services, survey and measure customer satisfaction with inpatient treatment services at Duc Giang General Hospital.

- Evaluate the current status of customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital in the period of 2017 - 2019. From there, compare, analyze, evaluate, and present the results achieved, limitations and causes of the existing problems and limitations.

- Propose key solutions to improve customer satisfaction using inpatient treatment services at Duc Giang General Hospital.

7. Thesis structure

In addition to the introduction, conclusion, table of contents, list of tables, abbreviations, appendix, list of references, the thesis is divided into 3 chapters:

Chapter 1: Theoretical basis of customer satisfaction with inpatient examination and treatment services at hospitals

Chapter 2: Current status of customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital

Chapter 3: Orientation and solutions to improve customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital

Chapter 1

THEORETICAL BASIS OF CUSTOMER SATISFACTION WITH IN-PATIENT EXAMINATION AND TREATMENT SERVICES AT HOSPITALS

1.1. Medical services

1.1.1. Concept of service

Services are economic products that include work in the form of physical labor, organizational and management capabilities, knowledge and professional skills to serve the production and business needs or consumption activities of organizations and individuals.[6, page 4]

In a market economy, service provision activities are very diverse and abundant. These can be consumer services such as food and beverage, home repair, household appliances; public services such as electricity, water supply, urban sanitation; support services for production and business such as banking, insurance, transportation; highly specialized professional services such as auditing, architectural consulting, doctors, legal consulting...

1.1.2. Concept of inpatient medical examination and treatment services

The following concepts are defined in Article 2 of Law No. 40/2009/QH12 of the National Assembly: Law on medical examination and treatment.

- Medical examination: is asking about the patient's illness, taking medical history, performing physical examination, and when necessary, prescribing paraclinical tests and functional tests to diagnose and prescribe appropriate and recognized treatment methods.

- Treatment: is the use of recognized technical expertise and licensed drugs to provide emergency care, treatment, care, and rehabilitation for patients.

Medical examination and treatment services at medical facilities are a social activity that takes place in a direct relationship between patients and representatives of medical facilities.

Hospital regulations issued by the Ministry of Health in 1997 define the work

Medical examination and treatment is one of the seven main tasks of a hospital. Medical examination and treatment includes inpatient and outpatient examination and treatment.

Inpatient treatment is performed when a patient needs to be hospitalized overnight for procedures, active professional advice, care and close monitoring for a certain period of time.

Outpatient treatment: patients do not need to be hospitalized for monitoring at the hospital.

The two medical examination and treatment services mentioned above involve many operations, many different staff, many necessary communications between patients and doctors, the connection of examination data to create a reasonable treatment regimen and monitor the disease status appropriate to each patient and the ultimate goal is to restore the patient's health. In addition to the situation of hospitalization or non-hospitalization overnight, inpatient and outpatient medical examination and treatment services differ in service structure, service procedures and operations, length of hospital stay and cost for the entire service. Thus, in theory, inpatient and outpatient medical examination and treatment are not different in terms of satisfaction models but are different in details to measure each factor affecting patient satisfaction.

1.1.3. Characteristics of inpatient medical examination and treatment services

Inpatient medical examination and treatment services have all the characteristics of general services:

Intangibility: Services are intangible, making it difficult for customers to perceive them before purchasing the service. This is a major difficulty when selling a service compared to selling a tangible good, because it is difficult for customers to try the service before purchasing, difficult to perceive the quality, difficult to choose the service, and difficult for service providers to advertise the service. Therefore, services are more difficult to sell than goods.

Inseparability between service provision and consumption: service provision and service consumption occur simultaneously. Service providers and customers

interact with each other to provide and consume services at locations and times convenient to both parties. For some services, the customer must be present throughout the service provision process.

Unevenness in quality: Services cannot be provided in mass, concentrated like goods production. Therefore, it is difficult for suppliers to check the quality according to a unified standard. On the other hand, customers' perception of service quality is strongly influenced by the skills and attitudes of service providers. Therefore, it is difficult to achieve uniformity in service quality. The more people serve the service, the more difficult it is to ensure uniformity in quality.

Non-perishability: Services only exist at the time they are provided. Therefore, services cannot be mass produced and stored in warehouses, and then sold when there is market demand.

This characteristic will affect Service Marketing policies such as price policies that change over time, season, demand forecasting policies, human resource planning...

Non-transferability of ownership: When purchasing a product, the customer is transferred ownership and becomes the owner of the product they purchased. When purchasing a service, the customer is only entitled to use the service and enjoy the benefits that the service brings for a certain period of time.

In addition, inpatient medical examination and treatment services are a special type of goods, so they also have unique characteristics that no other service has:

Unpredictability: service users cannot predict what disease they will get and at what specific time, so they often use the service suddenly and randomly. Or sometimes the need to use the service comes from a worry about getting a disease that needs to be checked. Because it is unpredictable when it will happen, when the service is needed and used, even if it is expensive, the customer must accept it. However, the provider is also affected by unpredictability, the treatment regimen must be adjusted to suit each patient.

Customer satisfaction with inpatient medical examination and treatment services at Duc Giang General Hospital - 2

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