- Visibility 142 Views
- Downloads 96 Downloads
- Permissions
- DOI 10.18231/j.sajhp.v.8.i.3.5
-
CrossMark
- Citation
Patient centered care factors influencing trust and satisfaction in healthcare facility choice in Hanoi, Vietnam
Introduction: Vietnam’s healthcare system follows a pyramid structure, directing patients to seek basic care at local levels and escalate complex cases to central hospitals. Despite high insurance coverage, economic burdens like out-of-pocket costs and travel expenses often prompt patients to bypass local care, making quality and trust key factors in hospital choice—an area this study explores through patient-centered care perspectives.
Aim and Objective: The factors influencing healthcare facility choice in Vietnam have not been widely explored.
Materials and Methods: An exploratory mixed methods patient and provider survey study (n=38) was conducted at a large hospital in Hanoi, Vietnam. The study explored fourteen patient-centered care (PCC) factors that might influence patients’ trust and satisfaction in a healthcare facility, thereby, influencing their decisions on where to seek care – either to stay at their local health system or seek care further away. The patient survey results were compared with those of provider surveys to examine congruence of ratings.
Result: The quantitative ranking results of the PCC factors of both participant groups were similar. The following factors were valued highly by both patients and providers: perceived competency of providers (e.g. education, experience level); how providers answer questions and help to alleviate anxiety about medical treatment/procedure; and access to modern medical technology/treatments/resources.
Conclusion: These results show that both groups selected similar factors for both higher and lower levels of importance. Addressing these issues are important in any strategy aimed at influencing patient hospital choice.
References
- Plan for People’s Health Protection, Care and Promotion 2016 -
- Hanoi: Ministry of Health of Vietnam; 2016. Available from: http://faolex.fao.org/docs/pdf/vie179587.pdf
- Quan NK, Taylor-Robinson AW. Vietnam’s Evolving Healthcare System: Notable Successes and Significant Challenges. Cureus. 15(6):e40414.
- Provision of Healthcare in Vietnam Medical Country of Origin Information Report. Eur Union Agency Asylum. 2023. Available from: https://euaa.europa.eu/publications/provision-healthcare- vietnam-medical-country-origin-information-report 92 Shah et al. / Southeast Asian Journal of Health Professional 2025;8(3):83–92
- Demombynes G, Hurt K. Quality and equity in basic health care services in Vietnam: findings from the Vietnam District and Commune Health Facility Survey. Washington: World Bank; 2015. Available from: https://microdata.worldbank.org/index.php/catalog/2728/download /39045
- Dang TH, Nguyen TA, Hoang Van M, Santin O, Tran OMT, Schofield P. Patient-Centered Care: Transforming the Health Care System in Vietnam With Support of Digital Health Technology. J Med Internet Res. 2021;23(6):e24601.
- Al-Abri R, Al-Balushi A. Patient satisfaction survey as a tool towards quality improvement. Oman Med J. 2014; 29(1):3–7.
- Kalra S, Baruah MP, Unnikrishnan AG. Responsible Patient- centered Care. Indian J Endocrinol Metab. 2017;21(3): 365–6.
- Adetunji O, Bishai D, Pham CV, Taylor J, Thi NT, Khan Z. Patient- centered care and geriatric knowledge translation among healthcare providers in Vietnam: translation and validation of the patient- centered care measure. BMC Health Serv Res. 2023;23:379.
- Kosowicz L, Tran K, Khanh TT, Dang TH, Pham VA, Ta Thi Kim H. et al. Lessons for Vietnam on the Use of Digital Technologies to Support Patient-Centered Care in Low- and Middle-Income Countries in the Asia-Pacific Region: Scoping Review. J Med Internet Res. 2023;25:e43224.
- Minh Hoang P, Giang LT, Tran MD. Patients’ Satisfaction with Obstetrics-Gynecology, and Pediatric Healthcare Services in Vietnam: A Multicentre Cross-Sectional Study. Risk Manag Healthc Policy. 2023;16:1411–22.
- Boissy A. Getting to Patient-Centered Care in a Post–Covid-19 Digital World: A Proposal for Novel Surveys, Methodology, and Patient Experience Maturity Assessment. Catalyst Non-Issue Con. 2020;1(4).
- Wong ELY, Cheung AWL, Xu RH, Yam CHK, Lui SF, Yeoh EK. Development and validation of a generic patient experience instrument for measuring specialist outpatient service in Hong Kong. Int J Qual Health Care J Int Soc Qual Health Care. 2019;31(10):G158–64.
- Picker. The Picker Principles of Person Centred care. Available from: https://picker.org/who-we-are/the-picker-principles-of- person-centred-care/
- Keller S, O'Malley AJ, Hays RD, Matthew RA, Zaslavsky AM, Hepner KA, Cleary PD. Methods Used to Streamline the CAHPS® Hospital Survey. Health Serv Res. 2005;40(6):2057-77.
- Hogikyan ND, Kana LA, Shuman AG, Firn JI. Patient perceptions of trust formation in the surgeon-patient relationship: A thematic analysis. Patient Educ Couns. 2021;104(9):2338–43.
- Wiegersma N. Vietnam: Peasant Land, Peasant Revolution. London: Palgrave Macmillan UK; 1988. Available from: http://link.springer.com/10.1007/978-1-349-09970-2
[Google Scholar] - Ho HT, Jenkins C, Nghiem HLP, Hoang MV, Santin O. Understanding context: A qualitative analysis of the roles of family caregivers of people living with cancer in Vietnam and the implications for service development in low-income settings. Psychooncology. 2021;30(10):1782–8.
- Health financing in Viet Nam. Available from: https://www.who.int/vietnam/health-topics/health-financing
- Iacopino V, Mascia D, Cicchetti A. Professional networks and the alignment of individual perceptions about medical innovation. Health Care Manage Rev. 2018;43(2):92–103.
- Institute of Medicine (US) Committee on Quality of Health Care in America. Crossing the Quality Chasm: A New Health System for the 21st Century. Washington (DC): National Academies Press (US); 2001: 25057539.
How to Cite This Article
Vancouver
Shah IO, Nguyen HC, Thuy DTT, Linh LH, Le HT, Tran LP, Jammula M, Tran AN, Lee WT. Patient centered care factors influencing trust and satisfaction in healthcare facility choice in Hanoi, Vietnam [Internet]. South Asian J Health Prof. 2025 [cited 2025 Oct 03];8(3):83-92. Available from: https://doi.org/10.18231/j.sajhp.v.8.i.3.5
APA
Shah, I. O., Nguyen, H. C., Thuy, D. T. T., Linh, L. H., Le, H. T., Tran, L. P., Jammula, M., Tran, A. N., Lee, W. T. (2025). Patient centered care factors influencing trust and satisfaction in healthcare facility choice in Hanoi, Vietnam. South Asian J Health Prof, 8(3), 83-92. https://doi.org/10.18231/j.sajhp.v.8.i.3.5
MLA
Shah, Isha O., Nguyen, Huu Cong, Thuy, Do Thi Thanh, Linh, Luu Hoang, Le, Hoang Tu, Tran, Lien Phuong, Jammula, Mahika, Tran, Anh N, Lee, Walter T.. "Patient centered care factors influencing trust and satisfaction in healthcare facility choice in Hanoi, Vietnam." South Asian J Health Prof, vol. 8, no. 3, 2025, pp. 83-92. https://doi.org/10.18231/j.sajhp.v.8.i.3.5
Chicago
Shah, I. O., Nguyen, H. C., Thuy, D. T. T., Linh, L. H., Le, H. T., Tran, L. P., Jammula, M., Tran, A. N., Lee, W. T.. "Patient centered care factors influencing trust and satisfaction in healthcare facility choice in Hanoi, Vietnam." South Asian J Health Prof 8, no. 3 (2025): 83-92. https://doi.org/10.18231/j.sajhp.v.8.i.3.5