Satisfaction among Outpatients Using Services at the Department of Diagnostic Imaging, National ENT Hospital in 2023

Abstract

Objectives: Describe the satisfaction among patients using services at the Department of Diagnostic Imaging, National ENT Hospital. Methods: Cross-sectional descriptive study was performed among 2085 patients at the Department of Diagnostic Imaging from March 2023 to September 2023, using the satisfaction assessment questionnaire according to the decision No. 3869/QD-BYT. Results: Patients satisfied with service access was 87.3%; Patients satisfied with information transparency and medical examination procedures were 85% ; Regarding facilities and service facilities, overall satisfaction only reached 73%; The satisfaction regarding behavior and communication was 93.4%. As a result of providing services, the overall satisfaction rate reached 89.4%. Level of evaluation compared to patient expectations: The proportion of patients rating the hospital was more than 80% or more compared to their expectations was 70%. Conclusion: Patient satisfaction with services at the Department of Diagnostic Imaging, National ENT Hospital was relatively good. It was necessary to further improve materials and service facilities to continue to improve to serve patients.