TAP Cll CONC T l H H G
GIAI PHAP QUAN TRI YEU TO HLfU HINH GIUP NANG CAO CHAT Ll/ONG
DICH v y KHAM CHLTA BENH:
NGHIEN Clfu TAI KHOA KHAM BENH, BENH VIEN HLfU NGHI VIET DlfC
• N G U Y I N DANG MINH - N G U Y I N TIEN THANH
T 6 M TAT:
Bai vie't nSy trinh bay ke't qua nghien ci?u cdc yeu to' tde dpng den chat ltfdng dich vu khdm chiJa bdnh tai Khoa Khdm benh, Benh vien Hu'u nghi Vi?t DiJc. Tren cd sd tham khdo md hlnh SERVQUAL vdi 5 nhdm yeu to'cau th^nh cha't lifdng dich vu kham chiJa b6nh. K6't qud phSn tich da chl ra ye'u to'dam bao va hCfu hlnh cd tde ddng ddng ke tdi chS't lifdng khdm chifa b$nh.
Dodd. tac gia da tap tning phan tich. luan gidi v^ dl xua't mdt s6^ gidi phdp mangtinh vi md vd vTmd de quan tri yeu to'hifu hlnh, giup nang cao chat lu'dng dich vu kham chifa bdnh mdt cdch tuan tif qua tifng bu'dc, ti^ng khu vifc.
Tiif khoa: Yeu to' hifu hlnh, quan tri benh vidn, cha't lifdng dich vu khdm chifa b$nh.
l.Dai vSnde
Dich vu kham chij'a benh (viet tdt la: KCB) la mot loai dich vu dac biet thudc nhom dich vu an sinh \a hdi quan trong. phue vu nhu cau thie't ye'u ciia ngu'di dan. mgi quo'c gia tren the'gidi deu phai quan tam dau tu'phdl men.
Neu cha't lu'dng KCB chl dat d mu'c dp trung binh hay yeu kem thi cho du cd sd y te (CSYT) dd cd cac dich vu da dang phong phii khac. dap ifng du'de nhu cau ciia ngu'di dan so' Iifdng ngu'di benh tim den \di CS>T dd dc tie'n hanh KCB chac chan se khdng nhieu tham chi se bi giam dan deu theo thdi gian, NgifOi.- lai. ne'u cha'i lu'dng dich \u KCB lai CSYT idi. --d luons: niiu'di benh de'n KCB tai cac
CSYT tang Ien, ti^ dd cac CSYT mdi cd cd hdi de phat trien va phue vu ngu'di dan.
Trong nghien cu'u "Ye'u to' chd't Iifdng dich vu khdm chifa benh tac dpng de'n sif hai idng cua bdnh nhan, nghien cifu danh gia hai chieu benh nhan vdi don vi cung cap tai Khoa Kham benh, Benh vien HSu nghi Viet Bifc". lac gia da ap dung md hlnh SERVQUAL 111 vdi 5 yeu id'chat lu'dng dich vu la:
Cam thdng, Hifu h'mh. Dam bao, Tin cay va Ddp U'ng de do Iifdng Ket qud nghien clfu da xac dinh hai ye'u td' "HCfu hlnh" ^a -Dam bdo" cd tac dpng dang ke tdi chat Iifdng KCB i 2 j
Nghien CU'U -Ap dung Qua. ,n „nh gon tai Bdnh vien Bach Mai", tac gia da ,h, ,, 4 lang phi chinh
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noogqua trinh quan tri benh vidn tai day (Bao gom:
(i). ling phi do benh nhan chd de'n lUdt khdm; (ii).
ling phi do phai tim nhan vidn de hdi thij tuc khdm Wnh; (ilii- Lang phi do benh nhan phai chd lay ke't qui kham \a (iv). Lang phi do phai tim bang hifdng i^n quv trinh khdm benh) [3j. Ca 4 lang phi nay deu thuOc yeu to hifu hinh.
Cic nghidn cifu trdn the gidi cd 6 trong va ngoii Iinh viTc deu chi ra rang bien phdp cai lien hi?u qua hoat dpng, nang cao chat lifdng dich vu KCB CO nhi^u cdch, nhu'ng thay doi hoae cai tid'n phifdng phdp qudn tri la each lam hieu qua nha't [41.151, (6], [7].
Quan tri b?nh vien tai Viet Nam vin la mpt khai nifm c6n rat mdi mfi, chu'a nhieu nghien Clfu de cap d^n. XuS't phdt ttf thifc tidn tren, tac gia thifc hien n^en cifu ndy nham xdc dinh vai trd cua ye'u to'
•Hffu hlnh" ldc dpng dd'n chat Iifdng dich vu KCB hi?n nay va giai phdp quan tri giup nang cao cha't liftjfng dich KCB nghidn cifu tai Khoa Kham benh, B?nh vi§n Hifu nghi Viet Difc (sau day gpi la
"B§nhvi?n"n6i chung).
IPhiAfng phap nghien cihi 2.1. Phidhigphdp nghien cdu
Phifdng phap nghien cifu dinh lifdng du'de dp dgng th6ng qua md hlnh SERVQUAL de phan tich ihifc trang, xdc dinh ye'u to' tac ddng manh den chat liMng djch vu KCB. Nghidn ciJu du'pc thifc hien Iheo cdc btfdc cd ban nhu' sau:
Budc I: Ngliien cdu li ihuye'i va clieu tra mau (Jua mo hinh SERVQUAL, tac gia de xua't khung phan tich can nghidn clfu gom 5 yd'u to' ddc lap. vdi 30 bie'n quan sat de do lifdng yd'u to' tac Jong den chd'l lifdng dich vu KCB. Thang diem Likert tif 1 den 5 du'de sijf dung de' do lifdng cdc bie'n niy, Irong dd tde gid de xua't 1 la "Hoan toan khdng 'longy", 2 la "Khongdong y", 3 la "Lu'dng lu"'. 4 la
"Dong y " va 5 la "Hoan toan dong y ".
Budc 2. Be .xudt gidi phdp qudn tri yeu id "Hdu
Giai phap quan trj yd'u to' "Hifu hlnh" difdc de xuat sau khi nghien cu\i thifc trang ye'u td' tac dpng nanh de'n chat iifdng dich vu KCB tai Benh vidn (tai bKdc I), cac giai phdp difdc kiem dinh ve tinh
^ thi, ,sif phCi hdp thdng qua khao sdt tiJ' benh nhan vingu&i nha de'n khdm benh nhu'ng ngifdi tru'c tie'p Ihu hifSng chat lifdng dich vu KCB.
2.2. Cdu hoi nghien cv[u
Nghien clfu nay nh^m tra ldi 2 cau hdi: (1) Yd'u to' '"Hifu hinh" tac dpng nhtf the'nao de'n chat lifdng dich vu kham chiJa bdnh tai Benh vidn hidn nay va thifc trang danh gia cua ngifdi benh? (2) Gidi phap qudn tri ye'u id' "Hifu hlnh" nao giup nang cao chat lu'dng dich vu kham chifa benh ddp u'ng yeu cau va hu'dng tdi Slf hai long ciia ngu'di bdnh?
3. Ke't qua nghien ctfu va ban luSln 3.1. Tac dgng cua ye'u id "HUu hinh " de'n chd't li^g khdm chda benh
3.1.1. Md la nghien cdu
Tde gia da tien hanh khdo sat iheo ty Id 0 benh nhan se khao sal 1 ngifdi nha benh nhan di cung de'n kham benh. Nghien cifu cung thu thap cdc thdng lin hanh chinh cd sd. nhif: Ho va ten; Tuoi;
Gidi linh; Dja chi (ndi hoae ngoai ihanh Hd Noi hodc dia phu'dng khac); va So' lan de'n kham iai Benh vien (Chi tiet tai Bang 1).
STT
1
2
3 Bdng 1.
NOi dung
Gidl tinh
OentLI
Kiiam ian thir
Mo to ve m6u nghien ciAj Oil so Nam NO NOI thanh Ha Npi Ngoai tiianh Ha Npi Dia phuong khac l i a n 2 ian 3 ian 4 ian tr6 ien
n 185 95 90 69 121 116 65 48 51
%
66,0 34.0 32,0 25,0 43,0 41,0 38,0 14,0 8,0 Nguon: Ttic gilt tong htfp
3.1.2. So sdtth gid tri truttg both ciia 5 tthcm yeit to chd't htcfttg dich vit KCB
Gia tri trung binh cija 5 nhom yeu to dpc iap, tac gia .xac dmh bang cong thffc: Gia tri iihoang each = (Maximum - Mmunum)/n. Ttr Icet qua tong hdp gia tri tnmg binh cpng giii'a cac bien. tac gia ve sfl dS de so sanh trifc quan srf Idiac biel. yeu to co gia u-i trung binh cao. yeu to co gia tri unng binh thap ctia 5 yeu to dgc iap trong chat iuangdich vu KCB. (Hinh i)
Hinh n-en mo ta gta iri trung binh cac yeu to chat luone dich vu KCB. Theo do. nhtim yen to co gia tri
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; So sanh gia ttj trung binh cac J chat iuong djch vu KCB
DU DB HH TCNV I Gia tn trung binh cpng
Nvidin. Tcic gia khdo sdt va long bop
[rung binh cao nha't la "Dap u'ng" vdi gia tri trung binh cpng biing 4.30. nhdm ye'u td'co gid ni trung binh thap nha't la nhdm yd'u to' "Hifu hinh" cd gid tri trung binh biing 3,60; 2 nhdm ye'u to' "Tin cay" va
"Bdp lfng" deu cd gia tri trung binh ldn hdn 4 lan lifpt bdng 4.21 vii 4.18. cdn nhdm yd'u to' "Cam thdng"dungllnf4 vdi giA tri bang 3,99.
3.2. Thtfc trang va di xmf gidi phdp qudn tri yen td"Hiiu hinh "
3.2.1. Thuc irgng qudn in xcu f.' "Hdu binh"
Thyc hien nghien cijfu, tac gui \a> Jdng 6 tidu chi lien quan de'n ye'u to "Htfu hinh " thi 2 tidu chi thu^c nhdm ye'u to "HQu hinh" ma benh nhan y^ ng^di nha klii khao sdt cd cam nh^n d mu'c thd'p (diem trung binh nhd hdn 2,60 mifc khdng dong y) Id:
Bien, bang chi ddn ciia Khoa Khdm benh la rat de hieu, dd nhin, dd tim kid'm; va so' lifdng nhd ve sinh cua Khoa Khdm benh bo tri hdp ly dd tim vd rat sach se, dioang mat. du cho nhu cau cua bdnh nhan, nhan vien lau don lien tuc (Chi tid't tai Bang 2).
Qua bdng khao sat ben tren va cdc kel qua phdng va'n. phan tich thifc trang qudn tri ye'u td'
"Hifu hlnh" tai Benh vien cdn mpl sd' ton tai nhif sau:
- Bien bang chi ddn cho ngifdi bdnh dang bd' tri ra'l rd'i mdt, gay khd khan cho ngifdi benh khi llm kie'm. Cdc bang bien ben trong Khoa Klidm bdnh bo tri rat rd'i mat khdng theo quy ludt tif tren xud'ng hay mgt chieu tif trai sang.
- Vi tri, each sdp xe'p, so' Iifdng, cdch quan Iy van hanh, vd sinh cdc nha ve sinh tai Khoa Kham bdnh hien nay ra't khdng hpp ly. Cdc khoa Khoa khdm benh chi cd tif 2 - 3 nha ve sinh, trong dd cd mpl nhd
Bang 2. Thiic hqng quan tri c a c ye'u to hOfu hinh tqi Khoa Ktidm benh, Benh vien
NOi dung , long
1 , Bien. bang chi dan cua Khoa Kham benh la rat dChieu. de'nhin, de"tim kiem 2 I Khoa kham benh va cac phong deu rang rai, tiiiet ke hien dai va than thien
Dung cu trang thiet bj sil dung trong qua trinh kham benh toi cam quan deu
rat mOi, hien dai va chat lupng cao 4,11 Dongy
So luong nha ve smh ciia Khoa Kham benh bo tri hop ly de'tim va rat sach se. thoang mat du cho nhu cau cua benh nhan, nhan vien lau dpn lien luc 5 He thong chieu sang, ghe ngoi dio ngudi chd kham la rat day dii
280
280 He tiidng hien thi so va thd tu chd kham rat hien dai, cd ket hop hinh anh va : am thanh hoan toan tu dong rat ro rang, minh bach
2,53 I Khdng dongy J
4, ID Dongy
5ngy
r; idniihcip 115
184 So 2 - Thang 2/2020
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<linhcbocdn bp nhan vidn va chl con mdt nha danh cho ngififi b?nh; vide lau dpn nhd ve sinh cdn ra't Vim va thifdng xuyen U'ong tinh trang hdi bd'n.
. V? sinh tai Khoa Khdm benh cdn lam cho npHA b?nh chifa hai Idng. Tan sua't ve sinh la 3 lanrtgiy 0 gii*- ' ' S*^ ^^ ^^ S'^^- ^° '""^"8 ^^^ ^^
qui it. trong kW so lifdng benh nhdn qud ddng, lam tinh tiang thie'u sach se tai Khoa Khdm benh hien nay li r^t de nhin tha'y.
- Hoat dpng hien nay cua Khoa Khdm benh gay ra tifng on rat ldn. Khoa IChdm benh hien nay dang c6 phdng khdm chuydn sau cua 19 khoa lam sang, dn 13m sdng; tai moi cu'a phong deu cd lap dat loa g(ji b?nh nhan xe'p hang vao khdm, cung vdi 1 loa ciiaqudy thu ngan, 1 loa quay dang kji va 1 loa cua quSylS'yso'vaokhdm. Khi gid cao diem boat ddng irong ngay 22 bd loa cung hoat ddng.
3.2.2. Gidiphdp qudn tri yeu id "Hiiu binh"
3.2.2 1. Quy Innh dp dung cdc gidt phdp Thifc hien md hinh dp dung phifdng phdp quan tri ye'u td' "Hifu hlnh" ciia iChoa Kham benh mpt each triel de kd't hop giu'a xac dinh muc lieu, \a>
diSng ke' hoaeh. npi dung thifc hien. kiem nghiem ddnh gid. hoan thien md hlnh va tnen khai dp dung phifdng phdp quan tri mdi cho cdc khoa, khu vifc khde va tie'n tdi dp dung U'ong loan bo Benh vien du'pc thifc hien lien tuc nhif md hinh. (Hinh 2)
Md hlnh dp dung neu tren du'de thi/c hidn gom 3 bifdc chinh: Bifdc 01 \ay difng cac bien phdp cu the dp dung thi did'm cho viec quan ly ye'u to' "Hifu hlnh" tai Khoa Kham benh; Bifdc 2 thifc hien kiem tra giam sdt qua trinh ihifc hien, ket hpp vdi danh gid ke't qua. xdc dinh mifc dp dat du'de va thifc hien song song dieu chinh hoan thien md hlnh; Bu'dc 3
Kmh 2: M6 hinh dp dung phtfdng phap quan tn ye'u to "HiJu hinh" cua Khoa Kham benh
NghTa vu va cam ket thirc hien Clia toan bp can bo, nhan vien
Chira thanh cong
Kiem tra, giam satva khen
ky luat
Ap dung cho cac khu vtrc
khac toan benh vien
Dao tao, boi duong,
hoan thien lien tuc
Thanh cilng
Cam kk thirc hien ap dung dai han, nhat quan ciia Ban lanh dao
Tcic gid nghien cilu VCI de .xudt
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ihirc hien khen thifdng k> luat kd't hdp vdi hoan thien md hinh chuan nhan rdng dp dung sang quan tri cac yd'u to khac. tid'n tdi dp dung tai cac khoa phdng. khu vi^c khac vd dp dung toan benh vien ne'u dieu kidn cho phep.
3.2.2.2. Dieu kien dp dung A. Dd'i vdi ldnh dao benh vien:
Bdng d gdc do quan tri. cdc nha quan tri benh vidn can cam ke't thifc hidn ngay nhifng giai phap gidi quyet cac \ an de thifc ticn hien nay ma ke't qua nghidn cifu da chi ra nhu'ng ton lai dd lam dnh hifdng dd'n chat lu'dng dich vu KCB hien na> (mu'c dp "vimd").
Sau klii da giai quye't xong cdc van de thupc mifc dp "\i md", cdc nha quan tri benh vien se nang Idn giai quyd'l mifc dd "trung gian" (meso) cua qudn Xii benh vidn. tap trung ap dung phu'dng phdp mdi cho quan tri nhdm yeu to'"Hifu hlnh "ctJa Khoa Kham benh tnfde \1 day la khu vifc de dp dung \ a nhin tha'y hieu qua nha'l.
Sau Cling sc bie'n nhifng giai phap cap "vi md"
tren ra thanh cac quye'l dinh d cap dp the che chung dp dung trong loan benh vien \ a liim cd sd de xua't, kie'n nghj cap cao hdn nhif Bo Y te. Chinh phu dieu chinh che dp. chinh sdch y te'cdn gpi la mifc dp "vi md"(niacrol \ c quan tri benh \iende' nang cao hdn nifa cha'l Iifdng dich vu KCB tie'n tdi sif hai long cua ngddi hcnh nhd muc ticu cua cuoc van ddng "Doi mdi phong each, thai do phue \u ciia can bp y te hifdng tdi Slf hiii long cQa ngu'di benh "[8].
B.Doi \dinhan vien benh vien
Nhan vien benh vien bao gom cdc bdc si. dieu du'dng, nhan vien hanh chinh. bao ve... se la nhifng
\eu id' mang tinh chat dam bao cho sif thanh cdng mpt cdch ben vifng \ a lau dai khi dp dung giai phdp quan in thi diem hien nay cho ye'u td "'Hifu hlnh" va loan benh vien \ c sau [91. Do dd. \iec nang cao mifc dp cam ket tham gia ciia nhan \ ien khu vu'c dp dung thi die'm tnfde milt \a toan benh vien ve sau ma cu the la nang cao linh than tif giac. linh chu ddng, tich cifc trong cac hoat ddng dp dung la mdt irong nhifng \cu cau cd ban ddi vdi i>enh vidn neu mud'n dat hidu qua cao U'ong qud trinh trien khai thi diem tnfde mat cung nhif dp dung loan benh \ien
3.2.2.3. Cdch tbdc thuc hdn A. Giai quyd'l tnfde tien cac ton tai
Tnfde tien. Bdnh vien can giai quyd't nhifng nhifng van de dang ion tai ldm anh hu'dng dd'n chS't lifdng dieh vu KCB hien nay. Qua nghidn cifu, tde gia da xdc dinh:
- Thd nhd't: Tang cifdng sd' lu'dng nha v§ sinh tai Khoa Khdm benh hien nay. dong thdi tdng cifdng s6' gid lam ve sinh de' luon giif du'de sif sach ,se ciia cdc nha ve sinh nhu' tieu chuan cua nha ve sinh tai cdc san bay.
- Thd bai: Tang eu'dng qudn tri tnfc quan b$nh vien, cdc bdng bi^n chi ddn nen ddt ca trdn cao (tran nha) lan difdi chan, su' dung nhilu hinh dnh minh hpa thay the'eho chi? ciing vdi den bdo de' thu hut. gay Slf chii y va dl ddng nhin thd'y khi can tim kie'm.
-r/ifi'/jfl.-Tang eu'dng so'hang ghe'chd cho bdnh nhan ehd de'n lu'dt khdm tnfde nidi phdng khdm chifc ndng cua Khoa Khdm bdnh ke't hdp vdi kd vach xe'p hang, ddnh so' xe'p hang tru'dc moi phdng khdm de ngifdi benh va ngifdi nha cd the ngoi chd xdp hang vao kham.
B. Ap dung thi diem quan tn eho nhdm yeu to'
"Htfu hinh"
(i). Xay difng 5S mang dac tru'ng Viet Nam:
Dao tao ve 53 d Khoa Khdm bdnh ciaa Benh vien, 5S mang dac tru'ng Bdnh vien can phdi nghien cdu, xay difng vd dao tao eho dpi ngu lanh dao, quan ly, bdc sT va nhan vien tai Khoa Kham bdnh hid'u va dp dung de' viec dp dung 5S phiJ hdp vdi ihifc tidn Khoa Khdm benh.
Nang cao nhan thu'c cua ngifdi hgc trong qud tnnh dao tao: Trong giai doan dau cua qud trinh trien khai 5S, Benh vidn ndn tap trung va giam sdl chat che qua trinh hpc lap va dp dung 5S de ddm
• bdo chd't Iifpng dao tao. Nang cao hidu qua truyen truyen, y thiJe va mtfc dp hid'u bie't cua hg ve 5S, tao thuan ldi khi tnen khai dp dung.
Xay difng chie'n lifpc lau da, ke't hdp dp dung 5S vao chie'n lifdc cua Benh vien vi mpl chie'n lifdc lau dai cimg vdi stf chuan bi day du ca v6 con ngifdi, tai chinh va Cd s6 vat ch^t so giup dam bao viec cha'l lifdng dich vy KCB ciing nhif qu. trmh tri^n khai 5S khong bi gian doan.
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(ii). Ap dung Qudn trj tnfc quan tridt de trong Khoa kham benh:
Hien dai hda cdng tde KCB, ifng dung cdng nghe jiing the cho khau thanh todn, dang ky KCB. xay jtfng dff lidu bdnh dn y te'dien tijf tifng ngifdi benh dd' Btnh vifn luon cd thong tin bdnh si!f cua minh da Uiam. dieu ui tnfde kia tai Bdnh vidn nhif the nao.
Trong qud trinh khdm benh cua mdi benh nhan CO h? ihfi'ng cung cap thdng tin tie'n tnnh khdm bdnh ii(9ng minh dd" ngifdi benh hie'u ro quy trinh, trinh tif khambdnh vd niinh dang d bifdc nao. can thifc hien nhifng gl lid'p theo.
Rasodlhicnthi tnfc quan quy trinh khdm benh, dc bdng bien chi dan va dd nh sd' thif iif bang bid'n ihfo trat tif nha't dinh de' ngifdi benh cd the dd ddng dm trong qua trinh kham benh.
(ui). Tif duy Kaizen Benh vien;
Thifc hicn va duy tri mpt cdch day du. dung nguyen tic vd cd sif cam ke't tham gia cua ta't ca moi ngifdi trong tif duy cdi tid'n khdng ngiJng
(Kaizen) thdnh van hda ridng ciia Bdnh vien.
Xay diXng van hda Kaizen. trong dd mdi nhdn vien ddu cd y thu'c eai tie'n lien tuc. hifdng tdi ngtfdi benh. De duy tri td't van hda nay. can cd chinh sdch khen thifdng. ton vinh ede cd nhdn, nhdm hodc ddn vi cd cdi tie'n xua't sdc.
4. Kiem tra, giam sat, dieu chinh hoan thi^n mo hinh va nhdn rpng
Trong qud trinh dp dung quan tri cho nhdm ye'u td "Hifu hlnh" can thifc thien song song nghiem tue vide kie'm tra. gidm sdt qud trinh thifc hidn. Ddnh gid nhu'ng kd't qua da dat difdc, ion lai eung nhifng phdl sinh, dd tii dd cd bidn phdp dieu chinh hoan thien md hlnh va ndi dung dp dung cho phii hdp cung nhu' thifc hien khen thifdng nhij'ng cd nhdn. tap the dp dung nghidm tiic cd hieu qua.
Sauthdigian thi diem, difa tren kel qua ddnh gid ne'u hieu qua Benh vidn ndn hoan thidn md hinh.
xem xel tnen khai dp dung cho cdc nhdm yd'u to' vd khu vifc khde iie'n tdi md rdng pham vi dp dung •
IAILlt:UTHAMKHAO:
/. A Parasuraman, Valarie A. Zeilhaml & Leonard L Beriy, "A Conceptual Model of Service Quality and Ils Implicaiionsfor Future Research". Journal of Markeling. 49 (1985) 41.
2. Phan Oil Anh, Nguyin Tlui Ha. Nguyhi Tien Thdnh. "Yeu to chdl luong dich vu khdm chda benh ldc dc'mg den sU hdildng CIHI b^nh nhdn lgi Khoa Khdm benh, Benh vien Hilu nghi Viet Ddc". Tgp chi Kinh tevd Dubdo, Sd21, Ihdns7/20I9.
i. Phgm Bidl Ngoc. Lucjn vdn Tiigc si "Ap dung Quan iri Tmh ggn lai Benh vien Bgch Mai". TrUdng Dgi hoc Kinh le - D^ihgc Qudc gia Ha Ngi. 2015.
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So 2 - T h a n g 2/2020 187
TAP tli t i n e TllfllllG
Nga5 nhan bai: 8/1/2020
Nga> phan bien danh gia va su'a chOa; 18/1/2020 Ngay cha'p nhSn dang bai: 28/1/2020
Thong tin ttic gia:
1.PGS.TS.NGl\iN D.\NG MINH
Tri(»ng Dai hoc Kinh t«', Dai hpc Qu6'c gia Ha NOi 2. TliS. NGUYftN TIEN THANH
Trung tam Dieu phoi Quoc gia ve ghep bO phan ctf the ngilcri - Bp Y te
TANGIBLE ELEMENTS MANAGEMENT SOLUTIONS TO IMPROVE THE QUALITY OF MEDICAL EXAMINATION
AND TREATMENT SERVICES OF EXAMINATION DEPARTMENT, VIETNAM - GERMANY
FRIENDSHIP HOSPITAL
• Assoc.Prof.Ph.D NGUYEN DANG MINH University of Economics a n d Business
Vietnam National University - Hanoi
• Master. NGUYEN TIEN THANH
Notional Coordination Center for Human Organ Transplant Ministry of Health
ABSTRACT:
This research examines factors affecting the quality of medical services at the Examination Department. Vietnam - Germany Friendship Hospital. The research was carried out based on the reference of SERVQUAL model with 5 groups of elements constituting the quality of medical examination and treatment services. Tiie results show that the guarantee and tangible factors have significant impacts on the quality of medical examination and treatment. Therefore, [his research focuses on analyzing, interpreting and proposing a number of micro and macro solulions to manage tangible elements in order to improve the quality of medical examination and treatment services step by step in each area of the hospital.
Keywords: Tangible elements, hospital management, quality of medical services.
188 So 2 - Thang 2/2020
