DOI:

Abstract

This paper aims at identifying factors affecting outpatient satisfaction in HCMC general hospitals. Research model and scale are based on various theories and researches, and intensive interview with 10 patients. A preliminary questionnaire is worked out and used for interviewing 100 patients and, thereby, adjusting components of each scale. Our research developed 36 principal components used for measuring eight factors: (1) facilities and environment of the hospital; (2) competence of doctors and nurses; (3) service quality; (4) reliability; (5) outcome of diagnosis and treatment; (6) time for diagnosis and treatment; (7) health care cost; and (8) patient satisfaction. Difference in degree to which each factor affects the patient satisfaction depends on ownership of hospitals and payment terms. Generally, five factors that affect the patient satisfaction observed in HCMC general hospitals are: (1) facilities and environment of the hospital; (2) competence of doctors and nurses; (3) service quality; (4) outcome of diagnosis and treatment; and (5) time for diagnosis and treatment.

Keywords

Patient Satisfaction; Quality Of Medical Care Service; General Hospital; Public Hospital; Private Hospital; Inpatient; Outpatient; Public Participation In Health Care Service; Financial Autonomy For Public Hospital.