Xây dựng bộ công cụ để đánh giá sự hài lòng của người bệnh ngoại trú đối với dịch vụ tại hệ thống nhà thuốc Bệnh viện Đại học Y Hà Nội, năm 2020

Abstract

Objective: To develop and validate a questionnaire for measuring outpatient satisfaction with pharmacy service in Hanoi Medical University Hospital. Subject and method: Our instrument was developed based on literature review and the guideline to assess outpatient satisfaction issuing by Vietnamese Health Ministry. The initial version consisted of 27 Likert-type items (where a higher score indicates higher satisfaction) was administered to patients who come to hospital to seek a doctor and buy medicines at the hospital pharmacies from July 2020 to September 2020. Result: A total of 401 patients without health insurance agreed to participate in interviews at 4 hospital pharmacies. The Cronbach’s alpha value of each domains was greater than 0.6 and total correlation of all observed variables was less than 0.3. The final version consisted of 24 items with six domains measuring communication with pharmacist (5 items), transparency of information and medicines provided (6 items), accessibility (5 items), drug information consultation (3 items), pharmacy space and waiting time (3 items) and price of drugs (2 items). Conclusion: Our instrument was found to be a valid and reliable instrument to assess satisfaction of outpatients without health insurance towards hospital pharmacy service in Vietnam.