Measuring satisfaction with health care services for Vietnamese patients with cardiovascular diseases

Patient satisfaction is a useful predictor of adherence and outcomes of cardiovascular diseases (CVDs) treatment. This study explored the satisfaction of Vietnamese CVDs inpatients and outpatients using a scale specifically designed for CVDs patients and examined the factors associated with satisfaction towards CVDs treatment services. Interviews of 600 patients at the Hanoi Heart Hospital were conducted. We developed a measurement scale for both inpatient and outpatient services. Multivariate Tobit regression was used to determine the associated factors with patient satisfaction. For inpatients, Cronbach’s alpha reported for the domains were in the range of 0.72–0.97, while for outpatients, Cronbach’s alpha was within 0.61–0.97. Overall, patients were more satisfied with inpatient services (Mean = 81.8, SD = 5.8) than outpatient services (Mean = 79.7, SD = 5.2, p<0.05). In inpatients, the highest complete satisfaction was in “Attitude of Nurse” item (42.0%), the highest satisfaction score was in “Care and treatment” domain (Mean = 85.6, SD = 9.7) and the lowest in “Hospital facilities” domain (Mean = 78.3; SD = 9.2). Among outpatients, the highest complete satisfaction was in “Attitude of physicians when examining, guiding and explaining to the patient” item (19.7%), the highest satisfaction score was in “Attitude of medical staff” domain (Mean = 82.8; SD = 7.9) and the lowest in “Waiting time” domain (Mean = 76.6; SD = 8.2). People not having health insurances had significantly higher scores in “Waiting time”, “Hospital facilities” and “Attitude of staff” domains (for outpatients) and in “Health service accessibility”, “Hospital facilities” domains (for inpatients) as well as higher total satisfaction score than those having health insurance. Findings discovered through the application of the newly developed instrument showed low satisfaction regarding hospital facilities for inpatients and waiting time for outpatients, suggesting renovation efforts, while inferiority regarding patient satisfaction of health insurance covered patients compared to those without implied policy reform possibility. Further enhancement and validation of the developed instrument was required.

[1]  H. Minh,et al.  An EQ-5D-5L Value Set for Vietnam , 2020, Quality of Life Research.

[2]  M. Bujang,et al.  A Review on Sample Size Determination for Cronbach’s Alpha Test: A Simple Guide for Researchers , 2018, The Malaysian journal of medical sciences : MJMS.

[3]  L. de Wit,et al.  Stroke patients' outcomes and satisfaction with care at discharge from four referral hospitals in Malawi: A cross-sectional descriptive study in limited resource , 2018, Malawi medical journal : the journal of Medical Association of Malawi.

[4]  P. Perel,et al.  The economic burden of cardiovascular disease and hypertension in low- and middle-income countries: a systematic review , 2018, BMC Public Health.

[5]  Peter Griffiths,et al.  Patient satisfaction with hospital care and nurses in England: an observational study , 2018, BMJ Open.

[6]  Daniel M. McNeish,et al.  Psychological Methods Thanks Coefficient Alpha , We ’ ll Take It From Here , 2022 .

[7]  T. Vos,et al.  Global, regional, and national incidence and prevalence, and years lived with disability for 328 diseases and injuries in 195 countries, 1990-2016: a systematic analysis for the Global Burden of Disease Study 2016 , 2017 .

[8]  M. N. Norhayati,et al.  Patient satisfaction with doctor-patient interaction and its association with modifiable cardiovascular risk factors among moderately-high risk patients in primary healthcare , 2017, PeerJ.

[9]  Iman Almomani,et al.  Enhancing outpatient clinics management software by reducing patients' waiting time. , 2016, Journal of infection and public health.

[10]  Chaojie Liu,et al.  Patient Satisfaction with Hospital Inpatient Care: Effects of Trust, Medical Insurance and Perceived Quality of Care , 2016, PloS one.

[11]  U. Konerding.  Which kind of psychometrics is adequate for patient satisfaction questionnaires? , 2016, Patient preference and adherence.

[12]  J. Kugler,et al.  Patient satisfaction in cardiology after cardiac catheterization , 2016, Herz.

[13]  Salim Yusuf,et al.  The World Heart Federation's vision for worldwide cardiovascular disease prevention , 2015, The Lancet.

[14]  A. Wu,et al.  Changes in patient satisfaction related to hospital renovation: experience with a new clinical building. , 2015, Journal of hospital medicine.

[15]  Douglas G. Bonett,et al.  Cronbach's alpha reliability: Interval estimation, hypothesis testing, and sample size planning , 2015 .

[16]  Gregory D Kennedy,et al.  Is There a Relationship Between Patient Satisfaction and Favorable Outcomes? , 2014, Annals of surgery.

[17]  Laura Schweitzer,et al.  Wait times, patient satisfaction scores, and the perception of care. , 2014, The American journal of managed care.

[18]  S. Goel,et al.  Development and validation of a patient satisfaction questionnaire for outpatients attending health centres in North Indian cities , 2014, Journal of health services research & policy.

[19]  Rashid Al-Abri,et al.  Patient satisfaction survey as a tool towards quality improvement. , 2014, Oman medical journal.

[20]  A. Bener,et al.  Gender difference on patients' satisfaction and expectation towards mental health care. , 2013, Nigerian journal of clinical practice.

[21]  J. Sanders,et al.  Patient satisfaction: Implications and predictors of success. , 2013, The Journal of bone and joint surgery. American volume.

[22]  Anthony Thayaparan,et al.  The Patient Satisfaction Questionnaire Short Form (PSQ-18) as an adaptable, reliable, and validated tool for use in various settings. , 2013, Medical education online.

[23]  J. de Haes,et al.  A core questionnaire for the assessment of patient satisfaction in academic hospitals in The Netherlands: development and first results in a nationwide study , 2010, Quality and Safety in Health Care.

[24]  Carmel M Martin.  Chronic disease and illness care: adding principles of family medicine to address ongoing health system redesign. , 2007, Canadian family physician Medecin de famille canadien.

[25]  S. Feldman,et al.  What patients want: A content analysis of key qualities that influence patient satisfaction. , 2007, The Journal of medical practice management : MPM.

[26]  Fatma Yilmaz,et al.  Factors Affecting Inpatient Satisfaction: Structural Equation Modeling , 2007, Journal of Medical Systems.

[27]  Antonio Escobar,et al.  Predictors of patient satisfaction with hospital health care , 2006, BMC Health Services Research.

[28]  J. Spadaro,et al.  The Journal of Bone and Joint Surgery American Volume , 2006 .

[29]  J. M. Quintana,et al.  Development and validation of an in-patient satisfaction questionnaire. , 2005, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[30]  Ulnar Neuritis,et al.  The Journal of Bone and Joint Surgery , 2022 .

[31]  Paul P. Lee,et al.  Patient Satisfaction Instruments Used at Academic Medical Centers: Results of a Survey , 2003, American journal of medical quality : the official journal of the American College of Medical Quality.

[32]  M. Asadi-lari,et al.  Patients' satisfaction and quality of life in coronary artery disease , 2003, Health and quality of life outcomes.

[33]  K. Collins,et al.  The Meaning of ‘Satisfaction’ for People with Dermatological Problems: Reassessing Approaches to Qualitative Health Psychology Research , 2002, Journal of health psychology.

[34]  F. Guillemin,et al.  Factors determining inpatient satisfaction with care. , 2002, Social science & medicine.

[35]  M. Conner,et al.  Validation of a questionnaire measuring patient satisfaction with general practitioner services , 2000, Quality in health care : QHC.

[36]  A. Zaslavsky,et al.  The Consumer Assessment of Health Plan Study (CAHPS) survey of children's health care. , 1999, The Joint Commission journal on quality improvement.

[37]  C. V. Campen,et al.  Quality of care from the patients' perspective: from theoretical concept to a new measuring instrument , 1998, Health expectations : an international journal of public participation in health care and health policy.

[38]  L. Morlock,et al.  Patient Understanding and Satisfaction as Predictors of Compliance , 1983, Medical care.

[39]  J. Ware,et al.  Patient Satisfaction and Change in Medical Care Provider: A Longitudinal Study , 1983, Medical care.