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Effectiveness of an intervention to improve patient satisfaction in medication dispensing with health insurance in Vietnam

Year: 2025

Type: article

Abstract: Context: Patient satisfaction with health insurance–covered medication dispensing is an essential indicator of outpatient service quality. Aims: To evaluate the impact of a multi-component service intervention on patient satisfaction at the outpatient insurance pharmacy of a Vietnamese public hospital from May 2023 to April 2024. Methods: An interventional, cross-sectional descriptive study was conducted from May 2023 to April 2024. Satisfaction was measured using a Vietnamese-adapted SERVPERF questionnaire. Results: Overall satisfaction increased from 79.22% pre-intervention to 98.43% post-intervention. Improvements were observed in empathy, reliability, and responsiveness. Age and education were significantly associated with satisfaction (p<0.05). Conclusions: Targeted interventions significantly improved patient satisfaction in medication dispensing. Continuous staff training and infrastructure improvements are recommended.

Source: Journal of Pharmacy & Pharmacognosy Research

DOI: 10.56499/jppres25.2326_13.6.1620

Authors: Minh Thuy Truong, Quang Loc Duyen Vo, Duyen Thi My Huynh, Dinh Tieng Hoang, Lam Van Nguyen

Institutions: Can Tho University of Medicine and Pharmacy, Bệnh viện Đa khoa Vĩnh Long

Language: English

Topic: Patient Satisfaction in Healthcare

Subfield: General Health Professions

Field: Health Professions

Domain: Health Sciences

SDG: Good health and well-being

Open Access status: diamond

OpenAlex ID: W4413259671