Inpatients' Experiences and Associated Factors at a Tertiary Hospital in Vietnam: A Cross-Sectional Study

In the current global context, as society continues to evolve, the increasing demand for healthcare services poses significant challenges to the quality of care. Patient experience is regarded as a crucial factor that not only enhances individual satisfaction but also directly impacts the performance of the healthcare system. Prioritizing patient experience is key to the success and sustainability of an organization, helping to establish and maintain a competitive advantage. This study is to evaluate the proportion of patients with a positive experience and the factors associated with patient experience during inpatient treatment.

A descriptive cross-sectional study was conducted on 347 inpatients at the University Medical Center, Ho Chi Minh City, Vietnam, from March to May 2024. Data were collected through direct interviews with participants using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) questionnaire to evaluate patient experience.

Among the 347 patients participating in the study, aged between 35 and 55 years, 83.6% reported having a positive experience, while 16.4% reported a negative experience during their inpatient treatment. Factors such as nursing, doctor, hospital environment, timely hygiene, and medication information were highly rated, with the overall experience ranging from 88.9% to 99.7%. Educational level, emergency admission, and length of hospital stay were statistically significant factors associated with patients' experiences.

Our study emphasizes the critical importance of healthcare quality and patient satisfaction by evaluating their experiences during treatment. The attentiveness of healthcare staff and the hospital environment are also significant factors that contribute to enhancing the patient experience. This highlights the need for continuous improvement in the measures implemented to maintain and elevate the quality of healthcare services.