Perceived Healthcare Service Quality of Patients in the Post COVID-19 Pandemic: A Cross-Sectional Study at a Public District Hospital in Vietnam.

BACKGROUND AND AIM: After the COVID-19 pandemic, Vietnamese hospitals experienced reduced patient numbers, staffing shortages, and decreased morale, adversely affecting service quality and patient satisfaction. This study aimed to assess patients' perceptions of healthcare service quality at a primary facility in the post-pandemic context and compare these findings with pre-pandemic benchmarks. METHODS: A cross-sectional study conducted at a public district hospital surveyed outpatient clients between November 1, 2022 and June 30, 2023 using the SERVPERF tool for quality assessment. Data were analyzed using descriptive statistics and bivariate analysis. RESULTS: A total of 190 outpatients participated (58.9%, n = 112 female; majority aged 18-44; 83.7% (n = 159) with high school education or below). The tool showed good reliability (Cronbach's alpha of 0.96), with 75.3% (n = 143) reporting "Good" perceived healthcare service quality (PHSQ). Factors influencing PHSQ included age, income, and education level. CONCLUSION: This study provides a post-pandemic assessment of PHSQ, showing high SERVPERF scores but a relatively low proportion of "good" PHSQ when compared to pre-pandemic benchmarks.