J. Pharm. Pharmacogn. Res., vol. 13, no. 6, pp. 1620-1628, Nov-Dec 2025.

DOI: https://doi.org/10.56499/jppres25.2326_13.6.1620

Original Article

Effectiveness of an intervention to improve patient satisfaction in medication dispensing with health insurance in Vietnam

[Eficacia de una intervención para mejorar la satisfacción de los pacientes en la dispensación de medicamentos con seguro médico en Vietnam]

Minh Thuy Truong^1,4†, Quang Loc Duyen Vo^2†, Duyen Thi My Huynh¹, Dinh Tieng Hoang¹, Lam Van Nguyen^3*

¹Department of Pharmaceutical and Pharmaceutical Technology, Faculty of Pharmacy, Can Tho University of Medicine and Pharmacy, Can Tho 900000, Vietnam.

²Department of Health Sciences, College of Natural Sciences, Can Tho University, Campus II, 3/2 Street, Can Tho 900000, Vietnam.

³Department of Aesthetic and Plastic Surgery, Faculty of Medicine, Can Tho University of Medicine and Pharmacy, Can Tho 900000, Vietnam.

⁴Pharmacy Department, Vinh Long General Hospital, Vinh Long, Vietnam.

^†These authors contributed equally to this work.

*E-mail: nvlam@ctump.edu.vn

Abstract

Context: Patient satisfaction with health insurance–covered medication dispensing is an essential indicator of outpatient service quality.

Aims: To evaluate the impact of a multi-component service intervention on patient satisfaction at the outpatient insurance pharmacy of a Vietnamese public hospital from May 2023 to April 2024.

Methods: An interventional, cross-sectional descriptive study was conducted from May 2023 to April 2024. Satisfaction was measured using a Vietnamese-adapted SERVPERF questionnaire.

Results: Overall satisfaction increased from 79.22% pre-intervention to 98.43% post-intervention. Improvements were observed in empathy, reliability, and responsiveness. Age and education were significantly associated with satisfaction (p<0.05).

Conclusions: Targeted interventions significantly improved patient satisfaction in medication dispensing. Continuous staff training and infrastructure improvements are recommended.

Keywords: health insurance; intervention; medication dispensing; outpatient; patient satisfaction; Vietnam.

Resumen

Contexto: La satisfacción del paciente con la dispensación de medicamentos cubiertos por el seguro médico es un indicador esencial de la calidad del servicio ambulatorio.

Objetivos: Evaluar el impacto de una intervención multicomponente en la satisfacción del paciente en la farmacia ambulatoria de un hospital público vietnamita, de mayo de 2023 a abril de 2024.

Métodos: Se realizó un estudio descriptivo, intervencionista y transversal, de mayo de 2023 a abril de 2024. La satisfacción se midió mediante el cuestionario SERVPERF adaptado al vietnamita.

Resultados: La satisfacción general aumentó del 79,22% antes de la intervención al 98,43% después de la intervención. Se observaron mejoras en la empatía, la fiabilidad y la capacidad de respuesta. La edad y el nivel educativo se asociaron significativamente con la satisfacción (p<0,05).

Conclusiones: Las intervenciones dirigidas mejoraron significativamente la satisfacción del paciente con la dispensación de medicamentos. Se recomienda la formación continua del personal y la mejora de la infraestructura.

Palabras Clave: ambulatorio; dispensación de medicamentos; intervención; satisfacción del paciente; seguro médico; Vietnam.

 

https://jppres.com/jppres/pdf/vol13/jppres25.2326_13.6.1620.pdf

 

 

Citation Format: Truong MT, Vo QLD, Huynh TMD, Hoang DT, Nguyen VL (2025) Effectiveness of an intervention to improve patient satisfaction in medication dispensing with health insurance in Vietnam. J Pharm Pharmacogn Res 13(6): 1620–1628. https://doi.org/10.56499/jppres25.2326_13.6.1620

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