Abstract

Objective: This study aimed to assess the level of satisfaction among outpatients at Hanoi Eye Hospital, 2D Nguyen Viet Xuan facility, in 2025 and to analyze factors associated with patient satisfaction.

Methods: A cross-sectional descriptive study was conducted among 1,080 outpatients aged 18 years and older who attended the outpatient clinic of Hanoi Eye Hospital, 2D Nguyen Viet Xuan facility, between April and September 2025. Participants were selected using convenience sampling. Patient satisfaction was measured using a 5-point Likert scale (ranging from 1 to 5). Data were collected through face-to-face interviews using a structured questionnaire, entered using Epidata version 3.1, and analyzed with Stata version 13.0.

Results: Overall, 82.9% of respondents reported being satisfied with outpatient healthcare services. High levels of satisfaction were observed for several service domains, including courteous and supportive guidance provided by healthcare staff during administrative procedures (4.45 ± 0.55), security and orderliness in the outpatient area (4.50 ± 0.52), and the extent to which medical examination outcomes met patients’ expectations (4.63 ± 0.59). In contrast, lower satisfaction scores were reported for access to healthcare-related information (3.82 ± 0.84) and waiting time for laboratory test and imaging results (3.58 ± 0.99). Factors significantly associated with patient satisfaction regarding examination outcomes included age, frequency of visits, time of visit, and patients’ level of trust in healthcare services.

Conclusion: The majority of outpatients were satisfied with healthcare services at the outpatient department of Hanoi Eye Hospital, 2D Nguyen Viet Xuan facility, with an overall satisfaction rate of nearly 83%. Nevertheless, further efforts are needed to improve service quality, particularly in enhancing information accessibility and reducing waiting times. Special attention should be given to older patients, those with frequent follow-up visits, and individuals who actively seek information prior to attending outpatient services.