Outpatient satisfaction assessed using a nationally standardized questionnaire: a survey of five health care facilities in Vietnam

Patient satisfaction surveys are pivotal for evaluating healthcare quality. This study aims to validate the Vietnamese national standard outpatient satisfaction tool, assess outpatient satisfaction level, and identify key factors associated with satisfaction across multiple healthcare facilities.

A multi-center cross-sectional survey was conducted between October 2024 and September 2025 among 2,500 outpatients at five healthcare facilities. The nationally standardized questionnaire comprised 31 items across five dimensions: Accessibility, Procedures, Facilities, Personnel and Outcomes. Data were analyzed using descriptive statistics, ANOVA, and Structural Equation Modeling (SEM). Harman's single-factor test was applied to assess common method variance.

A total of 2,500 valid responses were analyzed, with 54.0% of participants being female. The mean satisfaction score was 3.87 ± 0.49. The structural model showed a good fit and identified Personnel (β = 0.43) and Accessibility (β = 0.30) as the most significant factors associated with outpatient satisfaction (p < 0.001). Outcomes also showed a significant positive association (β = 0.14, p < 0.01), whereas Procedures and Facilities did not yield statistically significant impacts (p > 0.05). Harman's test confirmed no significant common method bias (37.43% variance). Higher satisfaction levels were significantly associated with health insurance holders, rural residents, and repeat visitors (p < 0.05).

The 2024 national standardized questionnaire is a valid and reliable tool for assessing healthcare quality in Vietnam. To improve outpatient experiences, healthcare providers should prioritize enhancing staff communication skills and service accessibility. These findings support the institutionalization of patient-centered metrics to drive sustainable quality management in resource-constrained environments.