Patients Satisfaction of Service Insurance Healthcare Quality in Commune Health Centres of 2 Vietnamese Extremely Poor Districts

Purpose - The study was to confirm the satisfaction level of patients about the quality of insurance healthcare services in grassroots level healthcare system. Design/methodology/approach A cross-sectional analytical descriptive study was used to evaluate the satisfaction with the quality of medical examination and treatment at commune health centers (CHCs) and related factors. Findings Cronbachs alpha for five service-quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) were high and the SERVQUAL instrument was proved to be reliable, valid and appropriate. The results showed that the presence of doctor, affiliation to insurance agency, information technology, facilities and equipment of the CHCs were statistically significant in influencing patients satisfaction, and all the null hypotheses were rejected. Originality/value/implications- The study offers some insights into, and guidance for insurance healthcare services in Vietnam in general and in mountainous, remote areas in particular.