Đánh giá mức độ hài lòng của người bệnh đối với hoạt động cấp phát thuốc ngoại trú tại Bệnh viện Đa khoa Đống Đa - Thành phố Hà Nội năm 2022

Abstract

Objective: To assess the level of satisfaction and determine the factors affecting patient satisfaction with outpatient medication dispensing processes at Dong Da General Hospital. Subject and method: The study was carried out by descriptive cross-sectional method, intersectional studys according to a set of questions on 223 outpatients, during the period from March to December 2022. Result: The overall satisfaction level of patients with outpatient medication dispensing processes at the Hospital reached 4.09 points (SD = 0.404); the percentage of patients who rated the score 4/5 was the highest with 82.96%, and 95.96% of the interviewed patients were satisfied giving a score of 4 or higher. The study identified two groups of factors affecting patient satisfaction with outpatient medication dispensing processes, namely (1) Medication dispensing staff and areas; (2) Service delivery results. Conclusion: Outpatient drug dispensing activities at Dong Da General Hospital are rated at a satisfactory level. However, the hospital needs to have solutions to improve better, including: Outpatient drug dispensing process instruction sheet, patients being instructed to use drugs and drug storage conditions when receiving drugs.