Quality of healthcare services and its related factors among inpatients in Ho Chi Minh Oncology hospital in 2020

Objective: Improving quality of healthcare services is one of a crucial issues for the current implementation and development in hospitals.

Method: A cross-sectional study was applied by using the combination of quantitative and qualitative approaches to identify the quality of healthcare services among inpatents and associated factors in Ho Chi Minh Oncology hospital from April 2020 to August 2020. A total of 400 inpatients and 16 health staffs were selected in this study. The study tool was designed by using SERVPERF to measure the quality of healthcare services in 5 aspects (including tangibles, reliability, responsiveness, assurance and sympathy) with 5-Likert-scale. Bivariate analysis was applied to identify the associated factors with the categorical dependent variable of healthcare quality, with significant level p<0.05.

Result: The results demonstrated that only 26.8% of inpatients satisfied with the quality of healthcare services. In term of healthcare services quality, the assurance aspect had 70.8% of inpatients rated as satisfactory. The remaining aspects were with the lower rate, particularly sympathetic (43.5%), reliable (37.8%), responstive (32%) and tangible (31.5%).

Conclusion: There was an inadequate proportion of healthcare staffs, limited training and motivation, performance assessment, lacking of supervion and support, influencing the quality of healthcare services. It is necessary to facilitate the capacity building for health staffs, implement the working performance assessment based on job positions and strengthen activities of supervision and support.