Experience of Inpatients at the Oncology Center of Phu Tho Provincial General Hospital and Some Related Factors
Main Article Content
Abstract
Background: The patient experience includes all interactions between the patient and the health care system, including the treatment plan, doctors, nurses, and hospital staff. Patient experience is one of the three important pillars of hospital quality including: patient safety, clinical effectiveness, and patient experience. A positive patient experience is an important goal to be focused on. The aim of this study was to have an overview of the experience and satisfaction of hospital inpatients, thereby offering solutions to improve service quality at the hospital.
Methods: A cross-sectional descriptive study on 115 patients being treated at the Oncology Center to evaluate the experience of patients undergoing inpatient treatment at the Oncology Center, Phu Tho Provincial General Hospital in 2021.
Results: Research results showed that the rate of good feedback about the treatment experience of the doctor, the care of the Nursing, the response of the medical staff to the patient's request, experience themselves during treatment, experience when receiving drugs, experience of hospital environment and experience when leaving hospital were 95.65%, 97.39%, 87.83%, 100%, 93.91%, 86.96%, 94.78%, respectively. The overall score for the Oncology center was 9.43 points. The study found 3 factors that have a statistically significant relationship: the patient's education level was related to the assessment of the hospital environment (OR=2.955; 95%CI=1). ,22-7.15; P=0.014), the number of days in the hospital stay of inpatients was related to the experience assessment of the hospital environment (OR=2.43; 95%CI = 1.00 -5.87; P=0.045) and inpatient mental health were related to the overall hospital rating (OR=2.1; 95%CI = 1.00-4.40; P=0.05). Conclusion: Satisfaction about the experience of hospital inpatients has given us the key to come up with optimal solutions to contribute to improving service quality at the hospital. Promote the advantages and improve the problems that make patients unsatisfied.
Keywords: patient experience, oncology, related factors, Phu Tho Provincial General Hospital
Article Details
The Medical Research Archives grants authors the right to publish and reproduce the unrevised contribution in whole or in part at any time and in any form for any scholarly non-commercial purpose with the condition that all publications of the contribution include a full citation to the journal as published by the Medical Research Archives.
References
2. Klinkenberg WD, Boslaugh S, Waterman BM, Otani K, Dunagan WC, et al. Inpatients' willingness to recommend: a multilevel analysis. Health Care Manage Rev. Oct-Dec 2011;36(4):349-58.
3. Tseng TH, Chang CW, Woodside AG. Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions' influences on hospital loyalty. J Serv Market. 2013 Mar;27(2):91-103.
4. Boulding W, Glickman SW, Manary MP, Schulman KA, Staelin R. Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. Am J Manag Care. 2011 Jan;17(1):41-8.
5. Macrodimitris S, Sherman EMS, Williams TS, Bigras C, Wiebe S. Measuring patient satisfaction following epilepsy surgery. Epilepsia. 2011 Aug;52(8):1409-17.
6. Health Foundation. Measuring patient experience. Evidence scan. June 2013. https://www.health.org.uk/sites/default/files/MeasuringPatientExperience.pdf.
7. Fujisawa R, Klazinga NS. Measuring patient experiences (PREMS). Progress made by the OECD and its member countries between 2006 and 2016. OECD Health Working Papers. 2017 Dec;102.
https://www.oecdilibrary.org/docserver/893a07d2en.pdf?expires=1645623496&id=id&accname=guest&checksum=8DF2C8766A2119B7FEA1822723CE5D8A.
8. Anh NB, Huong LM, Nhung BK. Evaluation of patient satisfaction about the quality of nursing care at some clinical departments of Viet Duc Hospital in 2012. Med J Pract. 2012;845:31-36.
9. Karaca A, Durna Z. Patient satisfaction with the quality of nursing care. Nurs Open. 2019 Apr;6(2):535-45.
10. Rebecca AP, Marc NE , Alan MZ, Ron DH, William GL, Paul DC. Examining the role of patient experience surveys in measuring health care quality. Med Care Res Rev. 2014 Oct;71(5):522-54.
11. Kelly BHZ and M. Robin D. Physician Communication and Patient Adherence to Treatment: A Meta-analysis. Med Care. 2009 Aug; 47(8):826-34.
12. Ministry of Health. The set of quality criteria for Vietnamese hospitals. 2016 Nov. http://kcb.vn/wp-content/uploads/2016/11/B%E1%BB%99-Ti%C3%AAu-ch%C3%AD-Ch%E1%BA%A5t-l%C6%B0%E1%BB%A3ng-b%E1%BB%87nh-vi%E1%BB%87n-Vi%E1%BB%87t-Nam-n%C4%83m-2016_-B%E1%BA%A2N-CH%C3%8DNH-TH%E1%BB%A8C-pdf.pdf.
13. Ministry of Health. Inpatient survey form. 2016. http://kcb.vn/wp-content/uploads/2016/11/Phieu-1_H%C3%A0i-l%C3%B2ng-ng%C6%B0%E1%BB%9Di-b%E1% BB%87nh-n%E1%BB%99i-tr%C3%BA-2016-pdf.pdf.
14. Ho Chi Minh City Department of Health. Survey results on patient experience during inpatient treatment at hospitals in Ho Chi Minh City in 2020. 2021. https://medinet.gov.vn/quan-ly-chat-luong-kham-chua-benh/ket-qua-khao-sat-trai-nghiem-cua-nguoi-benh-trong-thoi-gian-dieu-tri-noi-tru-ta-c8-37740.aspx.
15. Hospital Consumer Assessment of Healthcare Providers and Systems. HCAHPS survey sheet. 2020. https://hcahpsonline.org/globalassets/hcahps/survey-instruments/mail/effective-july-1-2020-and-forward-discharges/2020_survey-instruments_vietnamese_mail.pdf.
16. Tram NTH. Experience of inpatients at the Department of Surgery, Hanoi Medical University Hospital in 2018 and some related factors”. Ha Noi medical university. 2018. Master thesis.
17. Phuoc VNT, Anh TT, Hoat NV, Minh HV. Evaluation of Inpatient Experience at Some Clinical Departments of Kien Giang General Hospital, Kien Giang Province, Vietnam, 2020: An Analytical Cross-Sectional Study. Health Serv Insights. 2021 May;14:1-12.
18. Fadi H, Jeff C, Francis F, et al. The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions. Patient Experience J. 2014;1(2):71-77.
19. Richards SE, Thompson R, Paulmeyer S, Garg A, Malik S, Shiffermiller J. Can specific feedback improve patients’ satisfaction with hospitalist physicians? A feasibility study using a validated tool to assess inpatient satisfaction. Patient Experience J. 2018;5(3):34-40.
20. Cathal D, Laura L, Derek B. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open. 2013;3:e001570.
21. Meicen L, Linlin H, Ran G, Huanqian W, Yuanli L, et al. The Influence of Patient and Hospital Characteristics on Inpatient Satisfaction at Beijing District-Level Hospitals. Patient Prefer Adherence. 2021;15:1451-1460.
22. Waqaar D, Paul AN, Joel W. The Effect of Length of Hospital Stay and Patient Factors on Patient Satisfaction in an Academic Hospital. Orthopedics. 2020 Nov 1;43(6):373-379.
23. Emily SS, Robert EM, Desmond MDS, Susan DMB, Peter JK. Patient Satisfaction After Lung Cancer Surgery: Do Clinical Outcomes Affect Hospital Consumer Assessment of Health Care Providers and Systems Scores? Ann Thorac Surg. 2019 Dec;108(6):1656-1663.