Assessment of patient satisfaction and healthcare quality improvement in Hanh Phuc hospital

HO CHI MINH CITY OPEN UNIVERSITY UNIVERSITÉ LIBRE

DE BRUXELLES

SOLVAY BRUSSELS SCHOOL OF

ECONOMICS & MANAGEMENT

MBQPM5

NGUYEN THI NGOC HANH

“Assessment of Patient Satisfaction and Healthcare Quality

Improvement in Hanh Phuc Hospital”

MASTER FINAL PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE

MANAGEMENT

Ho Chi Minh City

(2016)

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STATEMENT OF AUTHORSHIP

I would like to confirm that the content presented in this report is the

truthful work and has been conducted and interpreted by myself, under the

direction of Dr. Jacques Martin. It had not been made from other people’s work

published or presented it in the content of the report without acknowledging the

original sources

I certify that this report has not been submitted elsewhere in any form for

the fulfillment of any other degree or qualification

Ho Chi Minh City, 2016

Nguyen Thi Ngoc Hanh

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ACKNOWLEDGEMENT

In the process of preparation of final report, I have received the helps of my

teachers, my friends, my family, and my colleagues of Hanh Phuc Hospital

I would like to thank all lecturers of the program who offered me valuable

knowledge during the course.

My especial thankfulness to the instruction of Dr. Jacques Martin – Academic

Director and Tutor who guided me on the method and content to do this subject.

I also would like to thank my family, and my classmates who are always

willing support me during the time taking part this program

I express the gratitude to management and colleagues of Hanh Phuc hospital

who greatly support me in the process of collecting data to do the report and

provide me opportunity to complete the course.

I strongly believe that the project is helpful for the process of improving

customer care in Vietnam in general and in Hanh Phuc hospital in particular and

the contribution in the journey to seek patient’s loyalty and satisfaction

Sincerely

Nguyen Thi Ngoc Hanh

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Comments of Academic Tutor:

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