PATIENT SATISFACTION AND ASSOCIATED FACTORS WITH AESTHETIC SURGERY SERVICES QUALITY AT CAN THO UNIVERSITY OF MEDICINE AND PHARMACY HOSPITAL

Tóm tắt

Background: Improving service quality to enhance patient satisfaction is a key objective of healthcare institutions. Objective: This study aimed to assess patient satisfaction and identify factors associated with the quality of cosmetic surgery services at Can Tho University of Medicine and Pharmacy Hospital. Materials and methods: A cross-sectional descriptive study was conducted among 296 patients from January 2025 to April 2026. Patient satisfaction was measured using the SERVPERF service quality scale, consisting of 22 items rated on a 5-point Likert scale. Chi-square and Fisher’s exact tests were employed to examine factors associated with patient satisfaction regarding service quality. Statistical significance was set at p < 0.05. Results: The overall mean satisfaction score was 3.83 out of 5, with an overall satisfaction rate of 84.8%. The highest-rated dimensions were tangibles (84.8%), responsiveness (83.8%), and assurance (80.7%). Educational level (χ² = 12.544, p = 0.014) and monthly income (χ² = 17.791, p<0.001) were significantly associated with patient satisfaction. Conclusions: Patients reported a high level of satisfaction with the quality of cosmetic surgery services provided by the hospital. However, ethically serving vulnerable groups (lower income and education) demands equitable care, transparent financial communication, and patient-centered expectation management.