Quality of healthcare service in Dong Thap Civil-Military hospital through inpatient’s perception in 2021

Abstract

Objective: Assessing healthcare service quality through inpatient’s perception and analyzing some factors affecting the quality of healthcare service at DongThap Civil-Military hospital in 2021.

Methods: Cross-sectional study, combining quantitative and qualitative research, using SERVPERF scale with fve service quality dimensions.

Main findings: 95.6% of respondents evaluated the quality of healthcare service as good or better (mean score is 4.26 ± 0.5). The patient’s high responsibility, trademark of the hospital, good security are some factors that positively affect service quality. Poor equipment maintenance is a factor that limits service quality at the hospital.

Conclusion: The quality of healthcare services is assessed very well by inpatients. However, the hospital also needs to regularly check and maintain equipment to satisfy patient’s expectations and improve service quality.