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Khảo sát sự hài lòng của người bệnh người dân tộc thiểu số về dịch vụ khám chữa bệnh tại Khoa khám bệnh - Bệnh viện Đa khoa tỉnh Gia Lai năm 2017
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VIETNAM MEDICAL JOURNAL N''1 - FEBRUARY - 2018
TAI UEU THAM KHAO
1. Vu Thong ke Dan so va Lao dong (2012). Dieu
tra bien dong dan so va ke hoaeh hda gia dinh.
Tong cue thong ke.
2. Quoc hoi nu'dc Cdng hoa xa hoi chu nghTa
Viet Nam. Luat ngirdi cao tuoi so 39/2009/QH12.
Bah hanh ngay 23 thang 11 nam 2009.
3. Pham Van Vi^t (2004). Nghien cut: tinh trang,
nhu cau cham soc su'c khoe ranq mieng va danh
gia kit gua hai nam thut hien noi^dung diam soc
rang mieng ban dau d ngu'di cao tiioi tai Ha Noi, Luan
an tien sT y hpc, tn/dng Dai hoc Y Ha Ngi. 89-94
. Peterson P.E. (2005). Improving the oral health
of older people; the approach of the WHO Global
Oral Health Programme. Community Dentistry a^
Oral Epidemiology, vol 33, 81-92 i
. Locker D. (2008). Conceptual development of
oral health-related quality of life.
. K. G. B. Ulinski, M. A. do Nascimento, A. M. C.
Lima et al (2013). Factors related to oral healttirelated quality of life of independent brazilian
elderly. International journal of dentistry, 2013,
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quality of life: what, why, how, and future
implications. J Dent Res, 90(11), 1264-1270
KHAO SAT Sir HAI LONG CUA NGirai BENH NGlfai DAN TOC THIEU SO
VE DICH VU KHAM CHU'A BENH TAI KHOA KHAM BtNH -
BENH VIEN DA KHOA TINH GIA LAI NAM 2017
Phung Thanh Hung', Nguyen Thi Hoai Thu^, Dao Ngoc Quan^
TOM TAT
Nghien ctfu du'dc tien hanh vdi muc tieu "Mo ta si/
hai Idng cua ngu'di benh dan toe thieu sd den kham tai
Khoa Kham benh, Benh vien da khoa tinh Gia Lai".
Phu'cfng phap nghien eiru mo ta cat ngang, ket hOp
nghien ciru dmh lu'dng va dmh tinh. Thdi gian nghien
cUu tir thang 01 den thang 09 nam 2017 tai khoa
Kham benh - Benh vien da khoa (BVOK) tinh Gia Lai.
Oanh gia mu'c dp hai Idng ciia ngu'di benh (NB) thong
qua 5 khia canh va ket qua eho thay 62,94 % NB hai
long vdi khfa canh tiep can vdi djeh vu y te, 75,5%
NB hai long vdi khia canh su" minti bach thong tin va
thu tuc kham benh, dieu tri, 82% NB hai Idng vdi cd
sd vat chat va phu'Ong tien phuc vu NB, 89,73% NB
hai long vdi thai do i/ng xii, nang lu'c chuyen mon ciia
nhan vien y te (NVYT), 90,95% NB hai Idng vdi ket
qua cung cap djch vu. Tnang nghien ciiru cung chi ra
mgt so yeu to anh hudng den su' hai Idng cua NB nhu':
sir qua tai benh nhan da din den si/ chd flgi lau, nhat
la chd ddi lam cac can lam sang; nha ve sinh ciia khoa
Kham binh chUa dap ilTig du'dc nguyen vgng ciia NB;
trinh dg dan tri thap nen kha nang tiep can vdi
internet ciia ngu'cfl ddng bao dan toe la chu^ cao khi
muon tlm kiem th§m ttidng tin hoac dang ky kham
benh tren trang web ciia benh vien.
Tdkhoa: SU hai long ciia ngu'di benh, Khoa kham
benh, Benh vien Gia Lai.
SUMMARY
SURVEY ON SATISFACTION OF ETHNIC
MINORITY PATIENTS ABOUT HEALTH
•' Tru'dng Dai hgc Y tecong cgng
^Trudng Dai hoc YHa Ngi
^Benh vien da khoa tinh Gia Lai
Chju trach nhiem chi'nh; Phiing Thanh Hiing
Email; [email protected].
Ngay nhan bai; 11.10.2017
Ngay phan bien khoa hoe; 20.12.2017
Ngay duyet bai: 28.12.2017
SERVICES PROVIDED AT THE CONSULTING
DEPARTMENT OF PROVINCIAL GENERAL
HOSPITAL OF GIA LAI, 2017
This study was conducted with the objective "To
describe the satisfaction of the ethnic minority patents
about the health services provided at Consulting
Department, General Hospital of Gia Lai pnavince".'%
cross-sectional descriptive study combining
quantitative and qualitative research was used. Study
took place from January to September 2017 at tt4
Consulting Department, General Hospital in Gia L |
province. The assessment of the level of satisfaction |
patients was conducted in 5 dimensions and thi
results showed that 62.94% of the respondents wei
satisfied with their access to health sen/ices; 75.5*^
were satisfied with the information transparency and
procedures for treatment; 82% of patients were
satisfied with infrastructures and facilities; 89.73% rf
patients were satisfied with the attitude arif
professional skills of the health workers in the hospital,
and 90.95% of them were satisfied with outcomes of
treatment. Several factors influenced the satisfaction
of patients included patient overload led longer
waiting time, especially waiting for paraclinical
examinations; the toilets of the Consulting Department
did not meet the aspirations of patients; and tiie
educational level of the ethnic minority peo|^
Therefore, the effectiveness of the website of the
hospital is not high that limit their access to the
hospital's website to search for information and
register for services.
Key words: Patient satisfaction. Consulting
Department, Gia Lai provincial general hospital.
I. CAT VJCkN fil
Trong nhQYig nam qua ehat lu'dng eham soc
ngu'di benh tai eac Benh vien ngay cang di/dc
nang cao, tinh than va thai do phyc vu ngi/cfi
benh dang cd nhiJng bu'dc tien trien. Tuy nhien,
chat lu'dng dich vu y te van chu'a dap irtig duBc
nhu eau cua ngu'di dan, do nhieu ndi cd sdvat
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