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

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.