Outpatient Satisfaction with Health Insurance Drug Dispensing Quality at the Pharmacy of Ho Chi Minh City University of Medicine and Pharmacy Hospital
Authors: Thi Hai Yen Nguyen , Van Dat Truong , Ngoc Ha Thai , Hue Ngan Thai , Dang Tu Nguyen Le , Pham Luyen Dinh 
Published: September 2020

This paper conducts a descriptive cross-sectional study to determine the outpatient satisfaction with health insurance drug dispensing at the pharmacy of Ho Chi Minh City University of Medicine and Pharmacy Hospital in 2019 through a survey questionnaire. The study results show that the outpatient satisfaction was influenced by 4 factors: reliability, assurance, empathy and tangibility, among which, reliability was the most influential one (42%). Generally, the outpatient satisfaction with the health insurance drug dispensing ranged from “Satisfied” to “Absolutely satisfied” (4.19 – 4.36). The study also shows a low level of satisfaction with drug dispensing time and some other aspects of the drug dispensing, which suggests that suitable measures should be taken by the hospital to improve its outpatient drug dispensing service.

Keywords

Satisfaction, service quality, drug dispensing, Ho Chi Minh City University of Medicine and Pharmacy Hospital.

References

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