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