{"id":22083,"date":"2026-09-07T14:47:54","date_gmt":"2026-09-07T07:47:54","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=22083"},"modified":"2026-09-07T14:47:54","modified_gmt":"2026-09-07T07:47:54","slug":"trai-nghiem-cua-benh-nhan","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/trai-nghiem-cua-benh-nhan\/","title":{"rendered":"Tr\u1ea3i nghi\u1ec7m c\u1ee7a b\u1ec7nh nh\u00e2n l\u00e0 g\u00ec? T\u1ea1i sao quy\u1ebft \u0111\u1ecbnh t\u01b0\u01a1ng lai c\u1ee7a c\u01a1 s\u1edf y t\u1ebf"},"content":{"rendered":"

M\u1ed9t c\u01a1 s\u1edf y t\u1ebf c\u00f3 \u0111\u1ed9i ng\u0169 b\u00e1c s\u0129 gi\u1ecfi, trang thi\u1ebft b\u1ecb hi\u1ec7n \u0111\u1ea1i, nh\u01b0ng l\u01b0\u1ee3ng b\u1ec7nh nh\u00e2n quay l\u1ea1i v\u1eabn th\u1ea5p. M\u1ed9t c\u01a1 s\u1edf kh\u00e1c \u1edf c\u00f9ng ph\u00e2n kh\u00fac l\u1ea1i c\u00f3 l\u1ecbch kh\u00e1m k\u00edn tu\u1ea7n. S\u1ef1 kh\u00e1c bi\u1ec7t n\u00e0y kh\u00f4ng ch\u1ec9 n\u1eb1m \u1edf chuy\u00ean m\u00f4n hay v\u1eadt ch\u1ea5t, m\u00e0 n\u1eb1m \u1edf c\u00e1ch b\u1ec7nh nh\u00e2n c\u1ea3m nh\u1eadn trong su\u1ed1t qu\u00e1 tr\u00ecnh ti\u1ebfp x\u00fac v\u1edbi c\u01a1 s\u1edf.<\/p>\n

\u0110\u00e2y l\u00e0 b\u00e0i to\u00e1n “Ch\u0103m s\u00f3c l\u1ea5y b\u1ec7nh nh\u00e2n l\u00e0m trung t\u00e2m”<\/strong> m\u00e0 nhi\u1ec1u l\u00e3nh \u0111\u1ea1o c\u01a1 s\u1edf y t\u1ebf nh\u1eadn ra nh\u01b0ng ch\u01b0a c\u00f3 c\u00e1ch \u0111\u1ec3 gi\u1ea3i quy\u1ebft. Tr\u1ea3i nghi\u1ec7m c\u1ee7a b\u1ec7nh nh\u00e2n kh\u00f4ng ph\u1ea3i kh\u00e1i ni\u1ec7m tr\u1eebu t\u01b0\u1ee3ng, m\u00e0 l\u00e0 th\u1ee9 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c, c\u1ea3i thi\u1ec7n \u0111\u01b0\u1ee3c, v\u00e0 \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn k\u1ebft qu\u1ea3 v\u1eadn h\u00e0nh d\u00e0i h\u1ea1n.<\/p>\n

Tr\u1ea3i nghi\u1ec7m c\u1ee7a b\u1ec7nh nh\u00e2n l\u00e0 g\u00ec?<\/h2>\n

Tr\u1ea3i nghi\u1ec7m c\u1ee7a b\u1ec7nh nh\u00e2n (patient experience) l\u00e0 to\u00e0n b\u1ed9 c\u1ea3m nh\u1eadn t\u00edch l\u0169y m\u00e0 m\u1ed9t ng\u01b0\u1eddi c\u00f3 \u0111\u01b0\u1ee3c trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u01a1 s\u1edf y t\u1ebf, t\u1eeb l\u00fac t\u00ecm ki\u1ebfm th\u00f4ng tin, \u0111\u1eb7t l\u1ecbch, ti\u1ebfp nh\u1eadn, kh\u00e1m ch\u1eefa b\u1ec7nh, cho \u0111\u1ebfn sau khi k\u1ebft th\u00fac \u0111i\u1ec1u tr\u1ecb.<\/p>\n

Kh\u00e1i ni\u1ec7m n\u00e0y th\u01b0\u1eddng b\u1ecb nh\u1ea7m v\u1edbi “s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a b\u1ec7nh nh\u00e2n” (patient satisfaction). Hai kh\u00e1i ni\u1ec7m n\u00e0y li\u00ean quan nh\u01b0ng kh\u00f4ng \u0111\u1ed3ng nh\u1ea5t. S\u1ef1 h\u00e0i l\u00f2ng \u0111o l\u01b0\u1eddng k\u1ef3 v\u1ecdng so v\u1edbi th\u1ef1c t\u1ebf nh\u1eadn \u0111\u01b0\u1ee3c, trong khi tr\u1ea3i nghi\u1ec7m ph\u1ea3n \u00e1nh nh\u1eefng g\u00ec th\u1ef1c s\u1ef1 x\u1ea3y ra \u1edf t\u1eebng \u0111i\u1ec3m ch\u1ea1m, b\u1ea5t k\u1ec3 k\u1ef3 v\u1ecdng ban \u0111\u1ea7u c\u1ee7a b\u1ec7nh nh\u00e2n l\u00e0 g\u00ec. M\u1ed9t b\u1ec7nh nh\u00e2n c\u00f3 th\u1ec3 h\u00e0i l\u00f2ng v\u00ec h\u1ecd c\u00f3 k\u1ef3 v\u1ecdng th\u1ea5p, nh\u01b0ng tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf v\u1eabn c\u00f3 nhi\u1ec1u \u0111i\u1ec3m y\u1ebfu c\u1ea7n c\u1ea3i thi\u1ec7n.<\/p>\n

Trong b\u1ed1i c\u1ea3nh r\u1ed9ng h\u01a1n, tr\u1ea3i nghi\u1ec7m b\u1ec7nh nh\u00e2n l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a the customer experience <\/a>nh\u01b0ng mang \u0111\u1eb7c th\u00f9 ri\u00eang do y\u1ebfu t\u1ed1 c\u1ea3m x\u00fac, lo l\u1eafng v\u1ec1 s\u1ee9c kh\u1ecfe v\u00e0 m\u1ee9c \u0111\u1ed9 tin t\u01b0\u1edfng v\u00e0o chuy\u00ean m\u00f4n \u0111\u00f3ng vai tr\u00f2 l\u1edbn h\u01a1n nhi\u1ec1u so v\u1edbi c\u00e1c ng\u00e0nh d\u1ecbch v\u1ee5 th\u00f4ng th\u01b0\u1eddng.<\/p>\n

\"N\u00e2ng<\/p>\n

H\u00e0nh tr\u00ecnh c\u1ee7a b\u1ec7nh nh\u00e2n v\u00e0 c\u00e1c \u0111i\u1ec3m ch\u1ea1m quan tr\u1ecdng<\/h2>\n

Hi\u1ec3u r\u00f5 h\u01a1n qua m\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh sau \u0111\u00e2y: ch\u1ecb Lan, 38 tu\u1ed5i, l\u1ea7n \u0111\u1ea7u \u0111\u1ebfn kh\u00e1m t\u1ea1i m\u1ed9t ph\u00f2ng kh\u00e1m \u0111a khoa. Ch\u1ecb t\u00ecm th\u1ea5y ph\u00f2ng kh\u00e1m qua Google, \u0111\u1ecdc v\u00e0i \u0111\u00e1nh gi\u00e1 r\u1ed3i g\u1ecdi \u0111i\u1ec7n \u0111\u1eb7t l\u1ecbch. Nh\u00e2n vi\u00ean tr\u1ea3 l\u1eddi c\u1ed9c l\u1ed1c, h\u1ecfi t\u00ean, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i v\u00e0 l\u00ean l\u1ecbch h\u1eb9n r\u1ed3i c\u00fap m\u00e1y. Ch\u1ecb \u0111\u1ebfn \u0111\u00fang gi\u1edd nh\u01b0ng ch\u1edd 45 ph\u00fat m\u00e0 kh\u00f4ng c\u00f3 ai th\u00f4ng b\u00e1o l\u00fd do. B\u00e1c s\u0129 kh\u00e1m nhanh, k\u1ebft lu\u1eadn v\u00e0 \u0111\u01b0a ra h\u01b0\u1edbng \u0111i\u1ec1u tr\u1ecb ch\u00ednh x\u00e1c<\/strong>, nh\u01b0ng gi\u1ea3i th\u00edch b\u1eb1ng thu\u1eadt ng\u1eef chuy\u00ean m\u00f4n khi\u1ebfn ch\u1ecb ra v\u1ec1 v\u1eabn c\u00f2n m\u01a1 h\u1ed3. Kh\u00f4ng c\u00f3 cu\u1ed9c g\u1ecdi nh\u1eafc t\u00e1i kh\u00e1m sau \u0111\u00f3. Ch\u1ecb kh\u00f4ng quay l\u1ea1i, d\u00f9 chuy\u00ean m\u00f4n kh\u00f4ng c\u00f3 g\u00ec \u0111\u00e1ng ph\u00e0n n\u00e0n.<\/p>\n

\u0110\u1ecdc nhanh qua, h\u1eb3n b\u1ea1n c\u0169ng nh\u1eadn th\u1ea5y m\u1ed9t v\u00e0i “\u0111i\u1ec3m ch\u1ea1m c\u00f3 v\u1ea5n \u0111\u1ec1”.<\/p>\n

H\u00e0nh tr\u00ecnh c\u1ee7a ch\u1ecb Lan cho th\u1ea5y ch\u1ea5t l\u01b0\u1ee3ng y t\u1ebf v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m l\u00e0 hai th\u1ee9 c\u00f3 th\u1ec3 t\u1ed3n t\u1ea1i \u0111\u1ed9c l\u1eadp. \u0110\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m, c\u1ea7n hi\u1ec3u b\u1ec7nh nh\u00e2n \u0111i qua nh\u1eefng giai \u0111o\u1ea1n n\u00e0o v\u00e0 ti\u1ebfp x\u00fac v\u1edbi c\u01a1 s\u1edf t\u1ea1i \u0111\u00e2u.<\/p>\n

Giai \u0111o\u1ea1n 1: T\u00ecm ki\u1ebfm v\u00e0 l\u1ef1a ch\u1ecdn<\/h3>\n

B\u1ec7nh nh\u00e2n t\u00ecm ki\u1ebfm th\u00f4ng tin qua Google, m\u1ea1ng x\u00e3 h\u1ed9i, l\u1eddi gi\u1edbi thi\u1ec7u t\u1eeb ng\u01b0\u1eddi quen. \u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n c\u01a1 s\u1edf ch\u01b0a c\u00f3 c\u01a1 h\u1ed9i g\u1eb7p tr\u1ef1c ti\u1ebfp nh\u01b0ng \u0111\u00e3 t\u1ea1o ra \u1ea5n t\u01b0\u1ee3ng \u0111\u1ea7u ti\u00ean qua website, fanpage, v\u00e0 \u0111\u00e1nh gi\u00e1 online. Review ti\u00eau c\u1ef1c v\u1ec1 th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean \u1edf giai \u0111o\u1ea1n n\u00e0y c\u00f3 s\u1ee9c \u1ea3nh h\u01b0\u1edfng l\u1edbn h\u01a1n b\u1ea5t k\u1ef3 th\u00f4ng tin qu\u1ea3ng c\u00e1o n\u00e0o.<\/p>\n

Giai \u0111o\u1ea1n 2: \u0110\u1eb7t l\u1ecbch v\u00e0 x\u00e1c nh\u1eadn<\/h3>\n

Cu\u1ed9c g\u1ecdi ho\u1eb7c tin nh\u1eafn \u0111\u1eb7t l\u1ecbch th\u01b0\u1eddng l\u00e0 \u0111i\u1ec3m ch\u1ea1m \u0111\u1ea7u ti\u00ean v\u1edbi con ng\u01b0\u1eddi th\u1ef1c s\u1ef1. Th\u1eddi gian ch\u1edd m\u00e1y, th\u00e1i \u0111\u1ed9 c\u1ee7a nh\u00e2n vi\u00ean ti\u1ebfp nh\u1eadn, s\u1ef1 r\u00f5 r\u00e0ng c\u1ee7a h\u01b0\u1edbng d\u1eabn \u0111\u1ec1u t\u1ea1o ra c\u1ea3m x\u00fac ngay l\u1eadp t\u1ee9c. \u0110\u00e2y c\u0169ng l\u00e0 \u0111i\u1ec3m m\u00e0 nhi\u1ec1u c\u01a1 s\u1edf b\u1ecf ng\u1ecf v\u00ec xem nh\u1eb9 vai tr\u00f2 c\u1ee7a nh\u00e2n vi\u00ean non-clinical.<\/p>\n

Giai \u0111o\u1ea1n 3: Ti\u1ebfp nh\u1eadn t\u1ea1i c\u01a1 s\u1edf<\/h3>\n

T\u1eeb l\u00fac b\u01b0\u1edbc v\u00e0o \u0111\u1ebfn l\u00fac \u0111\u01b0\u1ee3c g\u1ecdi t\u00ean, b\u1ec7nh nh\u00e2n quan s\u00e1t v\u00e0 c\u1ea3m nh\u1eadn kh\u00f4ng gian, c\u00e1ch nh\u00e2n vi\u00ean l\u1ec5 t\u00e2n giao ti\u1ebfp, th\u1eddi gian ch\u1edd v\u00e0 c\u00e1ch th\u00f4ng tin \u0111\u01b0\u1ee3c truy\u1ec1n \u0111\u1ea1t.<\/p>\n

Nghi\u00ean c\u1ee9u c\u1ee7a Beryl Institute ch\u1ec9 ra r\u1eb1ng: 72% b\u1ec7nh nh\u00e2n<\/strong> \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 d\u1ef1a tr\u00ean \u1ea5n t\u01b0\u1ee3ng \u1edf giai \u0111o\u1ea1n ti\u1ebfp nh\u1eadn, tr\u01b0\u1edbc khi g\u1eb7p b\u00e1c s\u0129.<\/p><\/blockquote>\n

Giai \u0111o\u1ea1n 4: Trong qu\u00e1 tr\u00ecnh th\u0103m kh\u00e1m v\u00e0 \u0111i\u1ec1u tr\u1ecb<\/h3>\n

\u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n b\u1ec7nh nh\u00e2n ti\u1ebfp x\u00fac v\u1edbi chuy\u00ean m\u00f4n y t\u1ebf. Ngo\u00e0i n\u0103ng l\u1ef1c chuy\u00ean m\u00f4n, c\u00e1ch b\u00e1c s\u0129 v\u00e0 \u0111i\u1ec1u d\u01b0\u1ee1ng gi\u1ea3i th\u00edch th\u00f4ng tin, l\u1eafng nghe lo l\u1eafng c\u1ee7a b\u1ec7nh nh\u00e2n, v\u00e0 t\u1ea1o c\u1ea3m gi\u00e1c an to\u00e0n c\u00f3 \u1ea3nh h\u01b0\u1edfng l\u1edbn \u0111\u1ebfn m\u1ee9c \u0111\u1ed9 tu\u00e2n th\u1ee7 \u0111i\u1ec1u tr\u1ecb v\u1ec1 sau.<\/p>\n

Giai \u0111o\u1ea1n 5: Ch\u0103m s\u00f3c sau th\u0103m kh\u00e1m<\/h3>\n

Cu\u1ed9c g\u1ecdi nh\u1eafc l\u1ecbch t\u00e1i kh\u00e1m, tin nh\u1eafn h\u1ecfi th\u0103m sau \u0111i\u1ec1u tr\u1ecb, ho\u1eb7c \u0111\u01a1n gi\u1ea3n l\u00e0 h\u01b0\u1edbng d\u1eabn r\u00f5 r\u00e0ng tr\u01b0\u1edbc khi b\u1ec7nh nh\u00e2n ra v\u1ec1, \u0111\u00e2y l\u00e0 giai \u0111o\u1ea1n quy\u1ebft \u0111\u1ecbnh b\u1ec7nh nh\u00e2n c\u00f3 quay l\u1ea1i v\u00e0 c\u00f3 gi\u1edbi thi\u1ec7u ng\u01b0\u1eddi th\u00e2n hay kh\u00f4ng. Ph\u1ea7n l\u1edbn c\u01a1 s\u1edf d\u1eebng l\u1ea1i \u1edf giai \u0111o\u1ea1n 4 v\u00e0 b\u1ecf qua ho\u00e0n to\u00e0n giai \u0111o\u1ea1n n\u00e0y.<\/p>\n

Hi\u1ec3u \u0111\u00fang t\u1eebng giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh l\u00e0 n\u1ec1n t\u1ea3ng \u0111\u1ec3 \u01b0u ti\u00ean c\u1ea3i thi\u1ec7n \u0111\u00fang ch\u1ed7. C\u00f4ng c\u1ee5 b\u1ea3n \u0111\u1ed3 th\u1ea5u c\u1ea3m <\/a>gi\u00fap \u0111\u1ed9i ng\u0169 qu\u1ea3n l\u00fd nh\u00ecn h\u00e0nh tr\u00ecnh b\u1ec7nh nh\u00e2n t\u1eeb g\u00f3c \u0111\u1ed9 c\u1ea3m x\u00fac, kh\u00f4ng ch\u1ec9 t\u1eeb g\u00f3c \u0111\u1ed9 quy tr\u00ecnh.<\/p>\n

T\u1ea1i sao tr\u1ea3i nghi\u1ec7m b\u1ec7nh nh\u00e2n tr\u1edf th\u00e0nh y\u1ebfu t\u1ed1 c\u1ea1nh tranh c\u1ed1t l\u00f5i?<\/h2>\n

B\u1ec7nh nh\u00e2n ng\u00e0y nay kh\u00f4ng ch\u1ec9 t\u00ecm \u0111\u1ebfn c\u01a1 s\u1edf y t\u1ebf \u0111\u1ec3 “mong c\u1ea7u” ch\u1eefa b\u1ec7nh, h\u1ecd \u0111\u1ebfn v\u1edbi k\u1ef3 v\u1ecdng \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed nh\u01b0 m\u1ed9t client<\/strong>. K\u1ef3 v\u1ecdng n\u00e0y h\u00ecnh th\u00e0nh t\u1eeb tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 trong c\u00e1c ng\u00e0nh kh\u00e1c v\u00e0 \u0111\u01b0\u1ee3c c\u00e2n \u0111o \u0111ong \u0111\u1ebfm b\u1eb1ng chi ph\u00ed h\u1ecd b\u1ecf ra. Khi b\u1ec7nh nh\u00e2n \u0111\u00e3 quen v\u1edbi ti\u00eau chu\u1ea9n \u0111\u00f3, h\u1ecd mang c\u00f9ng k\u1ef3 v\u1ecdng v\u00e0o ph\u00f2ng kh\u00e1m hay b\u1ec7nh vi\u1ec7n, d\u00f9 \u0111\u00e2y l\u00e0 ng\u00e0nh c\u00f3 \u0111\u1eb7c th\u00f9 ho\u00e0n to\u00e0n kh\u00e1c.<\/p>\n

K\u1ef3 v\u1ecdng cao h\u01a1n l\u00e0 nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5. Nh\u1eefng g\u00ec x\u1ea3y ra ti\u1ebfp theo ch\u1ec9 l\u00e0 h\u1ec7 qu\u1ea3.<\/strong><\/p>\n

Khi k\u1ef3 v\u1ecdng kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng, b\u1ec7nh nh\u00e2n c\u00f3 \u0111\u1ee7 c\u00f4ng c\u1ee5 \u0111\u1ec3 so s\u00e1nh v\u00e0 chuy\u1ec3n sang l\u1ef1a ch\u1ecdn kh\u00e1c, \u0111\u1eb7c bi\u1ec7t trong b\u1ed1i c\u1ea3nh h\u1ec7 th\u1ed1ng y t\u1ebf ng\u00e0y c\u00e0ng \u0111a d\u1ea1ng v\u1ec1 m\u00f4 h\u00ecnh v\u00e0 ph\u00e2n kh\u00fac. C\u00e1c c\u01a1 s\u1edf \u0111\u1ea7u t\u01b0 nghi\u00eam t\u00fac v\u00e0o tr\u1ea3i nghi\u1ec7m \u0111ang t\u1ea1o ra kho\u1ea3ng c\u00e1ch ng\u00e0y c\u00e0ng l\u1edbn v\u1edbi nh\u1eefng c\u01a1 s\u1edf thu\u1ea7n chuy\u00ean m\u00f4n theo ki\u1ec3u truy\u1ec1n th\u1ed1ng. \u0110\u00e1nh gi\u00e1 ti\u00eau c\u1ef1c lan tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i hay l\u1eddi gi\u1edbi thi\u1ec7u t\u00edch c\u1ef1c trong c\u1ed9ng \u0111\u1ed3ng \u0111\u1ec1u l\u00e0 bi\u1ec3u hi\u1ec7n c\u1ee7a c\u00f9ng m\u1ed9t th\u1ef1c t\u1ebf: b\u1ec7nh nh\u00e2n \u0111ang chia s\u1ebb c\u1ea3m nh\u1eadn c\u1ee7a h\u1ecd, v\u00e0 c\u1ea3m nh\u1eadn \u0111\u00f3 h\u00ecnh th\u00e0nh t\u1eeb to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh, kh\u00f4ng ch\u1ec9 t\u1eeb k\u1ebft qu\u1ea3 \u0111i\u1ec1u tr\u1ecb.<\/p>\n

Theo d\u1eef li\u1ec7u t\u1eeb Deloitte, c\u00e1c c\u01a1 s\u1edf y t\u1ebf c\u00f3 \u0111i\u1ec3m tr\u1ea3i nghi\u1ec7m b\u1ec7nh nh\u00e2n cao nh\u1ea5t c\u00f3 bi\u00ean l\u1ee3i nhu\u1eadn r\u00f2ng cao h\u01a1n \u0111\u00e1ng k\u1ec3 so v\u1edbi nh\u00f3m \u0111i\u1ec3m th\u1ea5p. Qua \u0111\u00f3 cho th\u1ea5y r\u1eb1ng, vi\u1ec7c \u0111\u1ea7u t\u01b0 v\u00e0o tr\u1ea3i nghi\u1ec7m kh\u00f4ng n\u00ean \u0111\u01b0\u1ee3c xem l\u00e0 chi ph\u00ed v\u1eadn h\u00e0nh, m\u00e0 l\u00e0 \u0111\u00f2n b\u1ea9y t\u00e0i ch\u00ednh c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c.<\/p>\n

Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m b\u1ec7nh nh\u00e2n<\/h2>\n

Kh\u00f4ng th\u1ec3 c\u1ea3i thi\u1ec7n th\u1ee9 kh\u00f4ng \u0111o \u0111\u01b0\u1ee3c. C\u00e1c c\u01a1 s\u1edf y t\u1ebf mu\u1ed1n qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m b\u1ec7nh nh\u00e2n m\u1ed9t c\u00e1ch h\u1ec7 th\u1ed1ng c\u1ea7n \u00edt nh\u1ea5t ba ch\u1ec9 s\u1ed1 c\u1ed1t l\u00f5i:<\/p>\n

CSAT (Customer Satisfaction Score)<\/strong> \u0111o m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng sau t\u1eebng \u0111i\u1ec3m ch\u1ea1m c\u1ee5 th\u1ec3, v\u00ed d\u1ee5: sau l\u1ea7n \u0111\u1eb7t l\u1ecbch, sau l\u1ea7n kh\u00e1m, ho\u1eb7c sau khi nh\u1eadn k\u1ebft qu\u1ea3 x\u00e9t nghi\u1ec7m. Ch\u1ec9 s\u1ed1 n\u00e0y cho ph\u00e9p x\u00e1c \u0111\u1ecbnh \u0111\u00fang \u0111i\u1ec3m y\u1ebfu theo t\u1eebng giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh. T\u00ecm hi\u1ec3u c\u00e1ch t\u00ednh CSAT <\/a>v\u00e0 tri\u1ec3n khai kh\u1ea3o s\u00e1t ph\u00f9 h\u1ee3p.<\/p>\n

NPS (Net Promoter Score)<\/strong> \u0111o kh\u1ea3 n\u0103ng b\u1ec7nh nh\u00e2n gi\u1edbi thi\u1ec7u c\u01a1 s\u1edf cho ng\u01b0\u1eddi th\u00e2n. \u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 ph\u1ea3n \u00e1nh m\u1ee9c \u0111\u1ed9 trung th\u00e0nh v\u00e0 ni\u1ec1m tin d\u00e0i h\u1ea1n, ch\u1ee9 kh\u00f4ng ch\u1ec9 s\u1ef1 h\u00e0i l\u00f2ng t\u1ee9c th\u1eddi. Tham kh\u1ea3o h\u01b0\u1edbng d\u1eabn \u0111o l\u01b0\u1eddng NPS <\/a>\u0111\u1ec3 thi\u1ebft l\u1eadp baseline cho c\u01a1 s\u1edf.<\/p>\n

CES (Customer Effort Score)<\/strong> \u0111o m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng khi b\u1ec7nh nh\u00e2n t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u01a1 s\u1edf \u1edf m\u1ed7i \u0111i\u1ec3m ch\u1ea1m, t\u1eeb \u0111\u1eb7t l\u1ecbch \u0111\u1ebfn thanh to\u00e1n. Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch \u0111\u1ec3 ph\u00e1t hi\u1ec7n ma s\u00e1t trong quy tr\u00ecnh v\u1eadn h\u00e0nh m\u00e0 \u0111\u1ed9i ng\u0169 n\u1ed9i b\u1ed9 th\u01b0\u1eddng kh\u00f4ng nh\u00ecn th\u1ea5y. Xem th\u00eam v\u1ec1 c\u00e1ch \u0111o l\u01b0\u1eddng CES\u00a0<\/a><\/p>\n

Ngo\u00e0i kh\u1ea3o s\u00e1t \u0111\u1ecbnh l\u01b0\u1ee3ng, nhi\u1ec1u c\u01a1 s\u1edf y t\u1ebf \u0111ang s\u1eed d\u1ee5ng kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt (mystery shopping) <\/a>\u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf t\u1eeb g\u00f3c nh\u00ecn b\u1ec7nh nh\u00e2n, gi\u1ea3i ph\u00e1p n\u00e0y \u0111\u1eb7c bi\u1ec7t hi\u1ec7u qu\u1ea3 \u0111\u1ec3 ki\u1ec3m tra s\u1ef1 \u0111\u1ed3ng b\u1ed9 gi\u1eefa ti\u00eau chu\u1ea9n \u0111\u00e3 \u0111\u1eb7t ra v\u00e0 th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh h\u00e0ng ng\u00e0y.<\/p>\n

Y\u1ebfu t\u1ed1 n\u00e0o \u1ea3nh h\u01b0\u1edfng nhi\u1ec1u nh\u1ea5t \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m b\u1ec7nh nh\u00e2n?<\/h2>\n

K\u1ebft qu\u1ea3 t\u1eeb nhi\u1ec1u nghi\u00ean c\u1ee9u v\u1ec1 patient experience ch\u1ec9 ra r\u1eb1ng y\u1ebfu t\u1ed1 k\u1ef9 thu\u1eadt y t\u1ebf chi\u1ebfm t\u1ef7 tr\u1ecdng th\u1ea5p h\u01a1n nhi\u1ec1u so v\u1edbi c\u00e1c y\u1ebfu t\u1ed1 giao ti\u1ebfp v\u00e0 c\u1ea3m x\u00fac trong \u0111\u00e1nh gi\u00e1 t\u1ed5ng th\u1ec3 c\u1ee7a b\u1ec7nh nh\u00e2n. C\u1ee5 th\u1ec3, ba y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng l\u1edbn nh\u1ea5t th\u01b0\u1eddng l\u00e0:<\/p>\n