Đánh giá sự hài lòng của người bệnh với hoạt động cấp phát thuốc bảo hiểm y tế tại Bệnh viện Đa khoa Phú Xuyên năm 2026

Abstract

Objective: To assess patient satisfaction with outpatient drug dispensing services at Phu Xuyen General Hospital in 2026.Subject and method: A cross-sectional descriptive study was conducted from January to February 2026. Data were collected through structured questionnaire interviews with 250 outpatients. Results: The overall patient satisfaction score with the hospital's outpatient drug dispensing services reached 4.31 (SD = 0.721), with 86.4% of patients rating their satisfaction at 4 points or higher. Multiple linear regression analysis identified three groups of factors influencing patient satisfaction: (1) Facilities and waiting area (β = 0.435); (2) Communication and counseling competence of the dispensing staff ((β = 0.280); and (3) Location convenience and signage (β = 0.161). Conclusion: The outpatient drug dispensing services at Phu Xuyen General Hospital were rated at a highly satisfied level. However, the hospital needs to implement improvements, focusing on the medicine-receiving waiting area. In addition, the communication and advisory skills of the dispensing staff also need to be improved and enhanced.