Nghien citu danh gia do tin c^y va tinh gia tri cua thang do danh gia si^ hai long cua b€nh nhan tai Khanh Hoa Le TS'n Phung, Gerard FitzGerald Chd'l luang hogt dgng cda binh vien dudi
Trang 1Nghien citu danh gia do tin c^y va tinh gia tri cua thang do danh gia si^ hai long cua b€nh nhan tai Khanh Hoa
Le TS'n Phung, Gerard FitzGerald
Chd'l luang hogt dgng cda binh vien dudi si/ cdm nhdn cua benh nhdn duoc ddnh gid bdng su hdi long cua binh nhdn Nhiiu nghiin cdu su hdi ldng cua benh nhdn dd duac tii'n hdnh, nhung viec sd dung thang do cd tinh gid tri vd tin cdy chita duac dugc ddnh gid day du Nghiin cdu ndy nham thd nghifm mgt ihang do dua tren thang do SERVPERF irong viic ddnh gid sU hdi long cda bfnh nhdn thuc hien tgi benh vien da khoa khu vuc thdnh phd Cam Ranh vd bfnh vien da khoa huyfn Vgn Ninh thuoc tinh Khdnh Hoa Phdn tich yiu id khdm phd duac sd dung dexdc dfnh cdc y^u to cdu tfianh su hdi ldng cua b^nh nhdn Phdn tich do tin cdy, phdn tich tuang quan vd hoi quy nhdm kfido sdt dd tin cdy vd tinh gid tri cua thang do Ket qud cho thdy cd 5 yeu to'ca'u thdnh su hdi long cua binh nhdn, phd h<?p vdi thang do SERVPERF Thang do sddung dd duac khdng dinh tinh tin cdy cao (alpha = 0,88) vd gid tri hoi tu dd duac chdng minh
Td khoa: Su hdi long cua benh nhdn, SERVPERF phan tich yeu to'khdm phd, tinh tin cgy, tinh gid tri
Study on reliability and validity of the scale for evaluating patient satisfaction in
Khanh Hoa province
Le Tan Phung, Gerard FitzGerald
Hospital quality under patients perceptions has been assessed by patient satisfaction surveys Many studies on patient satisfaction have been conducted However, validity and reliability of some scales have not been evaluated thoroughly This study aims to examine a SERVPERF-model scale in evaluating patient satisfaction at Cam Ranh City Regional Hospital and Van Ninh District Hospital
of Khanh Hoa province Exploratory factor analysis was used to explore factors relating to the construct of patient satisfaction Reliability, correlation and regression analyses were used lo examine the reliability and validity ofthe scale The resuh revealed a five-factor construct of patient satisfaction, consistent with the construct ofthe original SERVPERF The scale has been obtained a high internal consistency (alpha = 0.88) and a confirmed validity
Key words: Patient satisfaction, SERVPERF exploratory factor analysis, reliability, validity
46 Tap cM Y te Cdng c^ng, 1.2014, Sd 30 (30)
Trang 2Tdcgid
BSc Sl, th?c sT YTCC, NCS dai hpc ky thuet Queensland (QUT) - Oc, Sd Y td Khdnh H6a
Giio sir, tnrftng Dai hoc ky thu|t Queensland (QUT), Uc
1 Dat vd'n dd
Nhidu nghien ctfu stf hdi Idng cua bdnh nhdn dd
dtfdc thtfc hi^n ttf lau tai nhieu qudc gia khdc nhau
tren the gidi Mdt sd nghidn ctfu dtfa trdn mdt khung
I^ thuyet hoan chinh de xay dtfng thang do dtfdc
ddnh gid dp tin c§y va tinh gid tri Tuy nhidn, mot sd
nghidn ctfu dtftfc thtfc hidn dtfa tren nhtfng thang do
chtfa dtfdc kiem dinh day du cdc yeu tdcau thdnh stf
hdi ldng ciia benh nhan cung nhtf chtfa danh gid dtfdc
d§ tin cSy va tinh gid tri ciia thang do sii dung [8]
Hang nam, theo quy dinh cua Bd Y le, cdc bdnh
vidn trong loan qudc deu tidn hdnh cham diem benh
vien, trong dd cd bp cau hdi ddnh gid stf hdi long
cua bdnh nhdn dieu tri ndi tni Tuy nhidn, ndi dung
bd cdu hdi va cd mdu yeu cau thay doi theo ttfng
nam Bp cau hdi cung chtfa dtfcfc chinh thtfc kidm
dinh tinh gid tri va do tin cdy
Thang do SERVPERF [2, 3], phan "cam nhdn"
(perception) cua thang do SERVQUAL, la thang do
chat ltfdng dich vu thong qua stf danh gia ciia khdch
hang da kiem dinh dd tin c^y va gii tri trong nhieu
nghidn ctfu trdn the gidi, ke ca trong hd thdng benh
vidn Muc tieu cua nghien ctfu nay nhdm ddnh gia
dp tin cay vd tinh gia tri cua thang do SERVPERF
cd didu chinh de dp dung trong cdc bdnh vi?n cdng
lap tai Khdnh Hda ndi rieng va Viet Nam ndi chung
Nghidn ctfu nay con nham xdc dinh cac yeu tdcau
thdnh stf hai Idng cua bdnh nhdn tai cac bdnh vidn
cdng I$p, gdp phin cai thidn cha't Itfdng boat dpng
bdnh vidn
2 Phifcfng phap nghidn cii^
2.1 Bd'i tt/0ig nghien cihi
Bdnh nhan du 18 tudi trd Idn hoac ngtfdi nha du
18 tudi trd len cua benh nhan da ttfng dieu tri ndi
trii tai Bdnh vi^n da khoa khu vtfc Cam Ranh vd
Benh vidn da khoa huydn Van Ninh, da xud't vidn trong vdng 3 thang tinh de'n thdi diem nghidn ctfu (4/2012), nham ban che nhffng sai Idch do nhd Iai
2.2 Thiei ke nghien cdu Sddung thii't ke nghiin cdu cat ngang 2.3 Cdmdu vdphiiOngphdp CHQU mdu
Cd mau tdng cpng cho 2 benh vidn la 300 bdnh
nhan Day Id cd mlu dtfcfc xem Id tdt cho phdn tich
yeu td khdm phd (Exploratory Factor Analysis) va ddp tfng dtfdc tidu chuan 5 - 1 0 ddi ttfdng cho mdi bie'n sdddnh gid (items) trong thang do [3,4, 7] Do
dd, mdi Bdnh vipn chpn 150 benh nhdn Chon dd'i ttfdng nghien ctfu theo phtfdng phdp chpn mau thuan tien (khdng ngdu nhien) Danh sdch benh nhdn da dieu tn ndi tni tai 2 Bdnh vien ndi tren dtfdc thu thap tren hd thdng mdy tinh ltfu trtf cua Benh vidn Bdnh nhan dtfdc sap xdp theo xa, phtfdng ncfi ho ctf tni Danh sdch bdnh nhan dtfdc chuydn dd'n Trung tdm Y te huydn de chpn Itfa
nhffng bdnh nhan dl tie'p c§n, ddng -$ tham gia
nghien ctfu cho du sd Itfdng 150 benh nhan tai m§i huyen Cdc bdnh nhan ddng J tham gia nghien crfu
se dtfdc cung ca'p bd can hoi dd ttf dien hoac nhS ngtfdi nhd doc giup va chon cau tra Idi B6 clu hdi sau khi hoan thanh se dtfdc chuyen lai cho nghidn ctfu vien chinh hoac qua dtfdng btfu didn nhd vao phong bl da dan san tern va ghi san dia chi ngtfdi nhan giii kem, hoac thdng qua nhan vidn tram y te' vdi phong bi dtfng bd cdu hoi da hodn thanh dtfdc ddn kin
2.4 Thang do s^ dif ng
Thang do nay (sau day gpi tat la thang do PSS) su" dung nhffng npi dung cda thang do SERVPERF gdm cd 5 yeu td ci'u thanh stf hdi Idng vdi 22 bien sddanh gii, dtfdc do Itfdng bang thang 5 didm cua Tap chi Y td Cdng cong, 1.2014, Sd 30 (30) 47
Trang 3Likert: Ra't ddng y, ddng y, binh thtfdng, khdng
dong y va rat khdng ddng y Tuy nhidn, tn/dc khi
nghien ctfu nay dtfdc lien hanh, mdt nghien ctfu
dinh tinh thdng qua thao lu^n nhdm da dtfcfc thtfc
hien nhlm tim hieu sau hdn nhtfUg yeu td anh htfdng
den stf hai long cua benh nhan Ket qua thao luan
nhdm vdi 4 nhdm benh nhan dieu tri npi tni lai cdc
benh vien trong rinh, npi dung ve thij tuc hanh chinh
noi len nhtf mdt van de anh htfdng dd'n stf hai long
cua benh nhdn tai benh vien Do vdy, yeu to thtf' 6
ve thu tuc hanh chinh dtfdc them vao thang do PSS
vdi 4 cdu hoi Cdc cau hdi ve thu tuc hinh chinh
dtfcfc tham khao vdi cdc chuyen gia Id lanh dao Sd
Y le, cdc chuydn gia cua Sd Y td ve td chtfc - hanh
chinh, dieu dtfdng trtfdng cua Sd Y te'va Benh vi$n
da khoa tinh Cudi cung thang do PSS bao gdm 26
bid^n sddinh gia, dtfcfc gia dinh do Itfdng cho 6 yeu
t6: Cd sd v^t chat (Tangibles), stf bao dam cha^l
Itfdng (Assurance), Stf tin cay (Reliability), Stf cam
thdng (Empathy), stf ddp tfng (Responsiveness), va
thii tuc hdnh chinh (Administrative procedures)
Ngodi ra, thang do cdn dtfdc bd sung mot cdu
hoi phan dnh stf danh gii cua benh nhan ve mtfc dd
hdi long ndi chung cua bdnh nhan ddi vdi benh vien,
siJ" dung thang 5 didm cua Likert, xe'p ttf "Rat khong
hai long" de'n "Rat hai Idng" Cdu ddnh gid ndy
ddng vai trd nhtf mot bie'n sd phu thudc trong mdi
Iidn quan vdi thang do SERVPERF de danh gii linh
gid tri ciia PSS
2.5 PhiAfng phdp phdn tich
- Phan tich yen to khim phi (exploratory factor
analysis) dtfdc sH dung dd xic dinh cdc ydu Id' hen
quan den stf hai long cua bdnh nhan ihdng qua
thang do PSS sOf dung trong nghien crfu nay Tieu
chuan dd xac dinh mpt yeu id' la cd ^ nghia bao
gdm: gid in eigen value > I; phan trdm phtfdng sai
dtfdc trich xud't (percent of extracted variance) ttf
5% trd ldn; vd bidu dd Scree [7] He sdtai (factor
loadings) dtfdc cha'p nhan td'i thieu bing 0.3 hoac td't
hcJn Id ttf 0.45 [5,7] Stfdung phtfdng phip trich xua't
thanh phan chinh (Principal component analysis),
xoay vdng theo phtfdng phdp Direct Oblimin la
phtfdng phip ma cac tdc gia SERVPERF siJ dung
trong tat ca cac nghien crfu Ma tran ca'u tnic
(structural matrix) se Id cd sd chinh de xdc dinh yeu
td Ma tran md hinh (pattern matrix) se ddng vai trd
tham chieu khi cd bien sd' do itfdng tai ddng thdi
tren nhieu yeu td
- Phan tich do tin cay dtfa trdn chi sd Cronbach alpha Day la do tin cay danh gid tinh ttfdng Ihich npi tai
- Phan tich tinh gid tri bang phtfdng phdp phdn tich ttfdng quan hdi quy da bien
- Sd' heu dtfdc nhap bang phan mem EpiData version 3.1, phan tich bdng phan mem IBM SPSS version 19.0
3 K^'t qua
Cd 289/300 benh nhan tra Idi bd cau hdi (ti le dip tf^g Id 96.3%) Cd 9 bdnh nhdn dtfdi IS tudi, do
dd cdn Iai 280 phieu dtfdc dtfa vao phan tich
3.1 Phdn tich ye'u to khdm phd
Phdn tich sd' heu trdng (missing) trong 26 bien so' dinh gii cua thang do PSS cho tha'y khdng cd bidn sd danh gid nao cd tren 5% so lieu ird'ng Do
dd, sdhdu trdng trong mdu nghifin crfu nay la cha'p nhfn dtfcfc [5] Trong trtfdng hdp nay, stf dung ky thuait Ioai bd sd' hdu trdng (hstwise) de phan tich ydu td'khdm phi Vdi k^ thuat nay, cd mdu cdn Iai
de phan tich yeu td kham phi la 242
Phan tich ttfdng quan cbo thafy Barlett's test cho kdt qua p < 0,001 chtfng td rang ma trdn ttfdng quan khdng phai Id ma Iran ddn vi (identity matrix); Kaiser-Meyer-Olkin (KMO) test bing 0.868 chrfng
td rang cd mau la du so vdi sd Itfdng bien sd cua thang do [7] Nhtf vdy thang do PSS phu hdp cho phan tich yeu td' khim phd
Kdt qua phan tich yen td khim phd bdng phtfdng phdp phan tich thanh phan chinh vd quay vdng Direct ObUmin cho ket qua cd 5.yeu tdcd gii tri eigen > 1 vd d Id phtfdng sai trich xuai bdng 5% trd len (trtf yeu td 5 gan bdng 5%) (Bang 1) Bieu do Scree (Hinh 1) cung cho thay 5 yeu td dtfdc trich xud't
Kdt qua cho thay mac du da dtfdc them vao 1
Bdng 1 Phdn tich phUffng sai dit^c trich xuat cua thang do PSS
Tlia IB
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Trang 4yeu Id' la thii tuc h a n h chinh nhtf la y e u td thtf 6,
nhtfng phdn ticb ydu td khdm phd cho tha'y c i c bid^n
sd ddnh g i i chi tai trdn 5 ydu td ma thdi, phu hdp
vdi thang do S E R V P E R F
Hlnh I Bieu do Scree cho phdn lich yeu to khdm
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Ma trdn cau tnic va ma Iran md hlnh dtfdc trlnh
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td: 1,4, va 5 trong ma tran cd^u triic, vdi he s d t a i cao
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trdn md hinh, bien sd nay chi tai tren yeu td' 5 vdi he
sd tai Id 0,336 Hdn nffa, hp s d lai cua bien sd nay
vdi ydu td 5 trong ma train cau tnSc khdc bi?t khdng
nhieu vdi h e s d t a i vdi yeu t d 1 (0,476 so vdi 0,479)
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Dieu nay cd the giai tWch Id, do hp l^ chi la nhffng
ngtfdi Iam cac cdng vipc thdng thtfdng, khdng Iidn
quan den chuyen m d n nhtf bdc si hode d i l u dtfdng,
cho nen cd the quan nidm cua ngtfdi bdnh cho rang
hp I^ khdng ddng gdp trong vd'n dd bao dam chat
ltfdng dieu tri (ydu td 1) Chinh vi vdy bidn so' nay
dtfdc tai tren yeu td "stf cam thdng" (yeu td' 5)
Bien s d d d n h gid v l 4 "cdc khoa phdng thi sach
s e " tai cd y nghia hdn tren yeu to' 1 (0,585) so vdi
y e u t d 3 (0,478) Tuy nhidn, y nghia ciia bien s d n d y
thupc v e "Cd sd vdt cha't" cho n e n cd the dd bien s d
ndy thupc yd'u t d 3 Phan tich dp tin cay tidp theo se
giiip k h a n g dinh Itfa chpn ndy
Yd'u td'2 (Stf d i p tfng) g d m cdc bidn so'danh g i i
lien quan ddn thdi gian chd ddi, bao g d m ca thdi
gian chd ddi ddp rfng iff b a c si, didu dtfdng, kd ca
tiiu tuc hdnh chinh B i e n s d v 2 1 "Bpnh vidn tinh qud
ddng diic b e n h n h a n " dtf kidn ban dau dtfdc dat
trong ye'u td' "Cd sd v | t chat", nhtfhg ket qua phdn tich y e u td'lai dtfdc tai len y e u t d 2 Didu ndy cd thd dtfdc gtai thich nhtf la h a u q u a cua tinh trang "ddng ddc bdnh nhdn" l a m tdng thdi gian chd ddi, vd do
d o anh htfdng de'n "stf d i p tfng"
Bdng 2 Ma trqn ca'u true cua thang do PSS
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D p tin cdy dtfdc p h a n tfch nhtf la btfdc cudi cfing
dd q u y e t dinh c i c b i e n s d d a n h gid thudc yd'u t d n d o
va xdc dinh thang d o chinh thtfc K e t qua (Bang 4) cho thay cdc ydu t d "bao d a m chat Itfdng", "stf ddp rfng" v i "stf tin cdy" cd chi s d C r o n b a c h ' s alpha c a o (0,865; 0,810; vd 0,726) Ydu t d "stf c a m thdng" cd
chl s d C r o n b a c h ' s alpha chS"? n h a n dtfdc (0.624), vd
y e u t d "cd sd vat chi^t" cd Cronbach's alpha th^p (xap xi 0,6)
Trang 5Bine 3 Ma Irfn mo hink cua Ihatig do PSS Bang 4 Phan lich t$ tin c4y ciu, Ihang do PSS ri
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bidn so nay Loai bd bien so' v4 cung lam tdng
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0.726 Ien 0.796) Hdn ntfa, yeu to'nay chi cd 3 bien
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cung dtfdc giai thich bang ly do ttfdng ttf
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danh gid ca'u thdnh thang do PSS dtfdc gitf lai
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dp tin c$y d tren da xac dinh thang do PSS chinh
thtfc Cling vdi nhD^g ydu id ca'u thdnh (Bang 4)
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- Can cd thdm nhieu nghien ctfu t h e o htfdng phan tich ydu td'khdm pha d e k h a o sdt d a y du thang
do PSS trtfdc khi tidn h a n h c a c phan tich k h a n g dinh (confirmatory factor analysis) nhSm dp dung thang
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Tdi li^u tham kbao
Tl^Qg Anb
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a reexamiaaiion and extension The Joumal of Marketing,
1992: p 55-68
2 Cronin, J J and S.A Taylor, SERVPERF versus
SERVQUAL; reconciling performance-based aod
perceptions-minus-expectadoQS measuremeDl of service
quality The Joumal of Marketing, 1994.58(1): p 125-131
3 DeVcUis R.F Scale DcvclopmcDt: Theory and
Applications 2012: SAGE Publicadons
4 Floyd, F.J and K.F Widaman, Factor analysis in tbe
development and refinement of clinical assessment
mstmments Psychological assessment, 1995 7(3): p 286
5 Kline, R.B., Principles and practice of structural equation modeling Third ed 2011, New York: The Guilford Press
6 Parasuraman, A., L.L Berry, and V.A ZeithamI, ReHnement and Reassessment of the SERVQUAL Scale Journal of RetaiUng, 1991.67(4): p 420
7 Pett, M.A., N.R Lackey, and J.J Sullivan, Making sense
of factor analysis: the use of factor analysis for mstnimeDt development in health care research 2003, London: SAGE Publications 348
8 van Campen, C , et al Quality of Care and Patient Sadsfacdon: A Review of Measuring Instruments Medical Care Research and Review, 1995 52(1): p 109-133
T a p chf Y td C d n g cdng, 1.2014, Sd 30 (30) 51