The American journal of emergency medicine · 2026
Factors associated with patient satisfaction in a Vietnamese university hospital emergency department: A cross-sectional study.
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Nguyen-Binh Dang, Liao Hung-Chang
Аннотация
BACKGROUND: Patient satisfaction is an important indicator of emergency department (ED) quality, but evidence from low- and middle-income countries remains limited. This study evaluated patient satisfaction and associated factors in a university hospital ED in Vietnam.
METHODS: A cross-sectional study was conducted at Can Tho University of Medicine and Pharmacy Hospital between June and September 2025. A total of 250 respondents (197 patients and 53 caregiver proxies) completed a structured questionnaire. Data were analyzed using descriptive statistics, Pearson correlation, and multivariable linear regression, with sensitivity analysis.
RESULTS: Overall satisfaction was high, with 94.0% of respondents reporting satisfaction. The highest ratings were observed for nursing adherence to procedures (97.2%), safety and trust (96.8%), physician explanations (96.0%), and staff attitude and communication (95.2%). Lower ratings were reported for waiting time for tests/imaging (89.6%) and cost explanation clarity (91.2%). In the primary analysis, waiting time before physician assessment was the strongest predictor of overall satisfaction (β = 0.238), followed by treatment procedures (β = 0.188), hygiene and environment (β = 0.188), payment convenience (β = 0.172), and nursing adherence to procedures (β = 0.144). In the patient-only sensitivity analysis, nursing adherence to procedures showed the strongest association (β = 0.365), while the other key predictors remained broadly consistent.
CONCLUSIONS: Patient satisfaction was high in this university hospital ED. Waiting time before physician assessment, nursing adherence to procedures, treatment procedures, hygiene and environment, and payment convenience were associated with satisfaction; however, these relationships should be interpreted as associations rather than causal effects.
METHODS: A cross-sectional study was conducted at Can Tho University of Medicine and Pharmacy Hospital between June and September 2025. A total of 250 respondents (197 patients and 53 caregiver proxies) completed a structured questionnaire. Data were analyzed using descriptive statistics, Pearson correlation, and multivariable linear regression, with sensitivity analysis.
RESULTS: Overall satisfaction was high, with 94.0% of respondents reporting satisfaction. The highest ratings were observed for nursing adherence to procedures (97.2%), safety and trust (96.8%), physician explanations (96.0%), and staff attitude and communication (95.2%). Lower ratings were reported for waiting time for tests/imaging (89.6%) and cost explanation clarity (91.2%). In the primary analysis, waiting time before physician assessment was the strongest predictor of overall satisfaction (β = 0.238), followed by treatment procedures (β = 0.188), hygiene and environment (β = 0.188), payment convenience (β = 0.172), and nursing adherence to procedures (β = 0.144). In the patient-only sensitivity analysis, nursing adherence to procedures showed the strongest association (β = 0.365), while the other key predictors remained broadly consistent.
CONCLUSIONS: Patient satisfaction was high in this university hospital ED. Waiting time before physician assessment, nursing adherence to procedures, treatment procedures, hygiene and environment, and payment convenience were associated with satisfaction; however, these relationships should be interpreted as associations rather than causal effects.