Improving Hospital’s Quality of Service in Vietnam: The Patient Satisfaction Evaluation in Multiple Health Facilities

References

• Al-Abri, R., and A. Al-Balushi. 2014. Patient satisfaction survey as a tool towards quality improvement. Oman Medical Journal 29 (1):3–7. doi: 10.5001/omj.2014.02.
   PubMedGoogle Scholar
• Anderson, R., A. Barbara, and S. Feldman. 2007. What patients want: A content analysis of key qualities that influence patient satisfaction. The Journal of Medical Practice Management: MPM 22 (5):255–61.
   PubMedGoogle Scholar
• Bayoumi, M., H. A. El Guindy , and A. Ahmed. 2016. Patients’ satisfaction with care at dialysis unit. International Journal of Nursing Science 6:117–22. doi: 10.5923/j.nursing.20160605.02.
   Google Scholar
• Bleich, S. N., E. Ozaltin, and C. K. Murray. 2009. How does satisfaction with the health-care system relate to patient experience? Bulletin of the World Health Organization 87 (4):271–8. doi: 10.2471/blt.07.050401.
   PubMed Web of Science ®Google Scholar
• Brumley, R., S. Enguidanos, P. Jamison, R. Seitz, N. Morgenstern, S. Saito, J. McIlwane, K. Hillary, and J. Gonzalez. 2007. Increased satisfaction with care and lower costs: Results of a randomized trial of in-home palliative care. Journal of the American Geriatrics Society 55 (7):993–1000. doi: 10.1111/j.1532-5415.2007.01234.x.
   PubMed Web of Science ®Google Scholar
• Collins, K., and P. Nicolson. 2002. The meaning of ‘satisfaction’ for people with dermatological problems: reassessing approaches to qualitative health psychology research. Journal of Health Psychology 7 (5):615–29. doi: 10.1177/1359105302007005681.
   PubMed Web of Science ®Google Scholar
• Cooper, I. D., and T. P. Johnson. 2016. How to use survey results. Journal of the Medical Library Association: JMLA 104 (2):174–7. doi: 10.3163/1536-5050.104.2.016.
   PubMed Web of Science ®Google Scholar
• Dansereau, E., F. Masiye, E. Gakidou, S. H. Masters, R. Burstein, and S. Kumar. 2015. Patient satisfaction and perceived quality of care: Evidence from a cross-sectional national exit survey of HIV and non-HIV service users in Zambia. BMJ Open 5 (12):e009700. doi: 10.1136/bmjopen-2015-009700.
   PubMed Web of Science ®Google Scholar
• Dawn, A. G., and P. P. Lee. 2003. Patient satisfaction instruments used at academic medical centers: Results of a survey. American Journal of Medical Quality: The Official Journal of the American College of Medical Quality 18 (6):265–9. doi: 10.1177/106286060301800607.
   PubMed Web of Science ®Google Scholar
• Gayet-Ageron, A., T. Agoritsas, L. Schiesari, V. Kolly, and T. V. Perneger. 2011. Barriers to participation in a patient satisfaction survey: Who are we missing?PLoS One 6 (10):e26852. doi: 10.1371/journal.pone.0026852.
   PubMed Web of Science ®Google Scholar
• Goel, S., D. Sharma, and A. Singh. 2014. Development and validation of a patient satisfaction questionnaire for outpatients attending health centres in North Indian cities. Journal of Health Services Research & Policy 19 (2):85–93. doi: 10.1177/1355819613508381.
   PubMed Web of Science ®Google Scholar
• Gonzalez, N., J. M. Quintana, A. Bilbao, A. Escobar, F. Aizpuru, A. Thompson, C. Esteban, J. A. Sebastian, and E. de la Sierra. 2005. Development and validation of an in-patient satisfaction questionnaire. International Journal for Quality in Health Care: Journal of the International Society for Quality in Health Care 17 (6):465–72. doi: 10.1093/intqhc/mzi067.
   PubMed Web of Science ®Google Scholar
• He, X., L. Li, and Y. Bian. 2018. Satisfaction survey among primary health care outpatients in the backward region: An empirical study from rural Western China. Patient Preference and Adherence 12:1989–96. doi: 10.2147/PPA.S172021.
   PubMed Web of Science ®Google Scholar
• Health, M. 2019. Decision No. 4888/QD-BYT promulgating the Smart Medical IT Application and Development Scheme. Hanoi: Ministry of Health.
   Google Scholar
• Health, V. M. o. 2012. Joint Annual Health Review 2012: Improving quality of medical services. Hanoi, Vietnam: Ministry of Health
   Google Scholar
• Heyland, D. K., and J. E. Tranmer. 2001. Measuring family satisfaction with care in the intensive care unit: The development of a questionnaire and preliminary results. Journal of Critical Care 16 (4):142–9. doi: 10.1053/jcrc.2001.30163.
   PubMed Web of Science ®Google Scholar
• Huang, J. A., C. S. Lai, W. C. Tsai, R. H. Weng, W. H. Hu, and D. Y. Yang. 2004. Determining factors of patient satisfaction for frequent users of emergency services in a medical center. Journal of the Chinese Medical Association: JCMA 67:403–10.
   PubMedGoogle Scholar
• Jenkinson, C., A. Coulter, S. Bruster, N. Richards, and T. Chandola. 2002. Patients’ experiences and satisfaction with health care: Results of a questionnaire study of specific aspects of care. Quality & Safety in Health Care 11 (4):335–9. doi: 10.1136/qhc.11.4.335.
   PubMed Web of Science ®Google Scholar
• Johns, R. 2005. One size doesn’t fit all: Selecting response scales for attitude items. Journal of Elections, Public Opinion & Parties 15 (2):237–64. doi: 10.1080/13689880500178849.
   Google Scholar
• Kennedy, G. D., S. E. Tevis, and K. C. Kent. 2014. Is there a relationship between patient satisfaction and favorable outcomes?Annals of Surgery 260 (4):592–8. Discussion 598-600. doi: 10.1097/SLA.0000000000000932.
   PubMed Web of Science ®Google Scholar
• Kleefstra, S. M., R. B. Kool, C. M. Veldkamp, A. C. Winters-van der Meer, M. A. Mens, G. H. Blijham, and J. C. de Haes. 2010. A core questionnaire for the assessment of patient satisfaction in academic hospitals in The Netherlands: Development and first results in a nationwide study. BMJ Quality & Safety 19 (5):e24. doi: 10.1136/qshc.2008.030825.
   Web of Science ®Google Scholar
• Mohammadinia, L., A. Keshtkaran, V. Hosseini, Z. Sajadnia, and S. Sarafzadeh. 2014. Comparison of the patient satisfaction from inpatient and outpatient fissurectomy in Motahari clinic and Shahid Faghihi Hospital, Shiraz, Iran. Journal of Health Management and Informatics 1:1–6.
   Google Scholar
• Moors, G. 2008. Exploring the effect of a middle response category on response style in attitude measurement. Quality & Quantity 42 (6):779–94. doi: 10.1007/s11135-006-9067-x.
   PubMedGoogle Scholar
• Nguyen, T., H. Nguyen, and A. Dang. 2020. Determinants of patient satisfaction: Lessons from large-scale inpatient interviews in Vietnam. PLoS One 15 (9):e0239306. doi: 10.1371/journal.pone.0239306.
   PubMed Web of Science ®Google Scholar
• Patwardhan, A., and C. H. Spencer. 2012. Are patient surveys valuable as a service-improvement tool in health services? An overview. Journal of Healthcare Leadership 4:33–46.
   Google Scholar
• Rajkumari, B., and P. Nula. 2017. Patients satisfaction with care in a government health facility in North East India: A cross-sectional study. Journal of Medical Society 31 (2):94–8. doi: 10.4103/jms.jms_81_16.
   Google Scholar
• Shirley, E. D., and J. O. Sanders. 2013. Patient satisfaction: Implications and predictors of success. The Journal of Bone and Joint Surgery. American Volume 95 (10):e69. doi: 10.2106/JBJS.L.01048.
   PubMedGoogle Scholar
• Van Huy, N., N. N. Dung, C. D. Thang, and L. T. Hanh. 2018. Patient satisfaction with health care services at a national institute of ophthalmology. The International Journal of Health Planning and Management 33 (1):e251–e262. doi: 10.1002/hpm.2449.
   PubMed Web of Science ®Google Scholar
• Vuong, Q.-H., T.-T. Vuong, T. M. Ho, and H. V. Nguyen. 2017. Psychological and socio-economic factors affecting social sustainability through impacts on perceived health care quality and public health: The case of Vietnam. Sustainability 9 (8):1456. doi: 10.3390/su9081456.
   Web of Science ®Google Scholar
• Walker, A. H., and J. D. Restuccia. 1984. Obtaining information on patient satisfaction with hospital care: Mail versus telephone. Health Services Research 19:291–306.
   PubMed Web of Science ®Google Scholar
• Yan, Z., D. Wan, and L. Li. 2011. Patient satisfaction in two Chinese provinces: Rural and urban differences. International Journal for Quality in Health Care: Journal of the International Society for Quality in Health Care 23 (4):384–9. doi: 10.1093/intqhc/mzr034.
   PubMed Web of Science ®Google Scholar