Assessing Patient Satisfaction at Clinics and Hospitals

THE BRIEF

A leading healthcare provider aimed to evaluate patient satisfaction at clinics and hospitals across 31 cities and provinces in Vietnam. The objective was to identify the strengths and weaknesses of the healthcare services provided, understand patient expectations and experiences, and uncover opportunities for improving the overall patient experience.

OUR APPROACH

To address the client’s objectives, we adopted a comprehensive mixed-method research approach:

1. Patient Surveys: We distributed detailed surveys to patients who had recently visited the clinics and hospitals. The surveys covered various aspects of patient experience, including appointment scheduling, waiting times, staff behavior, quality of medical care, and overall satisfaction. A large sample size ensured diverse demographic representation across the 31 cities and provinces. The survey questions focused on:
   • The ease of scheduling appointments and waiting times.
   • The professionalism and empathy of medical staff.
   • The cleanliness and comfort of the facilities.
   • The quality and effectiveness of the medical care provided.
   • Overall satisfaction and likelihood of recommending the healthcare provider to others.
2. Data Analysis: The responses were systematically analyzed to identify patterns, strengths, weaknesses, and areas for improvement. We used statistical methods to quantify patient satisfaction levels and generate actionable insights.

THE OUTPUT

The findings from our patient surveys provided valuable insights into patient satisfaction across the clinics and hospitals:

Patient Satisfaction Insights:

1. Strengths: Patients appreciated the professionalism and empathy of the medical staff, the cleanliness of the facilities, and the quality of medical care provided. Efficient appointment scheduling and reduced waiting times were also highlighted as positive aspects.
2. Weaknesses: Some patients reported issues with communication and follow-up care, as well as inconsistencies in the availability of medical services across different regions. There were also concerns about the cost of medical services and the transparency of billing procedures.
3. Opportunities for Improvement:
   • Enhancing communication and follow-up protocols to ensure consistent and clear interactions with patients.
   • Standardizing the availability of medical services across all regions to provide equitable healthcare access.
   • Improving billing transparency and addressing cost-related concerns through better financial counseling.

Conclusion: Our research enabled the client to gain a clear understanding of patient satisfaction at clinics and hospitals across Vietnam. By addressing identified pain points and capitalizing on new opportunities, the healthcare provider can enhance the quality of care and patient satisfaction. This case study underscores the importance of a patient-centric approach and continuous improvement in healthcare services to meet the evolving needs and expectations of patients.