Evaluation of Inpatient Experience at Some Clinical Departments of Kien Giang General Hospital, Kien Giang Province, Vietnam, 2020: An Analytical Cross-Sectional Study

Health Serv Insights. 2021 Jun 16;14:11786329211020843. doi: 10.1177/11786329211020843. eCollection 2021.

Abstract

Patient experience is being widely considered in evaluating the quality of health care services. This is a cross-sectional study with 860 inpatients hospitalized in 4 clinical departments (General Internal Medicine; Cardiology; General Surgery; Surgery, and Orthopedic Trauma) of the Kien Giang General Hospital, from April to June 2020. Data was collected through a two-part questionnaire used to evaluate the inpatient experience during hospital treatment, using the Likert scale 5 points. The patient's experience is classified into 3 aspects (environment-facilities, healthcare staff's care, treatment information). In total, 815 participants responded to the interview (94.8%). The rates of patients having a positive experience on the environment and facilities, the care of health workers, and treatment information are 31.7%, 85.9%, and 74.2%, respectively. The patient's positive overall experience rate is 65.5%. Factors related to the patient's overall experience are the department of treatment, residential area, age, and employment status (P < .05). Overall, the positive experience of inpatients at some clinical departments of Kien Giang General Hospital was a relatively low rate (65.5%). Specifically, healthcare staff's care is experienced at a high rate, this factor should be continuously promoted. Improving and upgrading factors in the aspects of the environment-facilities and the treatment information should be implemented if the hospital wants to improve its quality of healthcare services.

Keywords: Inpatient experience; Kien Giang province; Vietnam; environment—facilities; general hospital; healthcare staff’s care; treatment information.