Measuring healthcare service quality in a private hospital in a developing country by tools of Victorian patient satisfaction monitor

Si Dung Chu, Tan Sin Khong


Objective: A survey was conducted for patient satisfaction (PS) in a private hospital in Hanoi, Vietnam using the Tools of Victorian Patient Satisfaction Monitor (VPSM) 2012.

Methods: The study obtained feedbacks from patients from December 2013 to Jan 2014. After patients finished their outpatient care at the hospital, they were asked 25 questions following the VPSM. Each question can score from 1-5.

Results: In total, 420 patients were interviewed and 396 patients completed the survey. Levels of customer satisfaction about service quality (SQ) were influenced by the VPSM with 6 items (25 score) and Cronbach alpha coefficient’s 0.938, including: (1) Access and Admission, (2) General Patient Information, (3) Treatment and Related Information, (4) Complaints Management, (5) Physical Environment, and (6) Discharge And Follow, with highly Corrected Item-Total Correlation of six constructs of PS (from 0.749 to 0.885). Overall, the level of highly PS in the hospital was explained almost 77.347% what could be achieved. There is no difference in the assessment of the SQ for medical examination under the “Gender” and the “level of education”, but there is a difference in the assessment of the SQ between the “monthly income level” with the model of research.

Conclusions: Adjusted research model for the hospital has six constructs of levels of customer satisfaction about SQ is influenced by the VPSM with 6 items (25 score). The VPSM provides feedback on the SQ for medical examination of a private hospital experience from the adult outpatient’s perspective at the developing nation as Vietnam country.

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Journal of Hospital Administration

ISSN 1927-6990(Print)   ISSN 1927-7008(Online)

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