Caregiver perspectives on inpatient service quality at a pediatric hospital in Vietnam: a mixed-method study

Abstract

Assessing the quality of inpatient services is essential for improving healthcare performance and ensuring patient-centered care, particularly in pediatric hospital settings. Although Vietnam has implemented national hospital quality assurance frameworks, empirical evidence on perceived inpatient service quality in pediatric hospitals remains limited. This study aimed to assess the perceived quality of inpatient services at Hanoi Children’s Hospital, Vietnam. An explanatory sequential mixed-methods design was conducted. The quantitative phase involved a cross-sectional study of 235 caregivers of pediatric inpatients from four clinical departments (General Internal Medicine, Respiratory, General Surgery, and Neonatology), using a SERVPERF-based questionnaire covering five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The qualitative phase included 20 in-depth interviews with caregivers, which were thematically analyzed to further explain and contextualize quantitative findings. Overall perceived inpatient service quality was high, with a mean score of 4.29 ± 0.38 out of 5. Among the five SERVPERF dimensions, empathy had the highest mean score (4.39 ± 0.54), followed by assurance (4.30 ± 0.58), reliability (4.28 ± 0.53), tangibles (4.23 ± 0.48), and responsiveness (4.23 ± 0.60). Qualitative findings indicate satisfaction with staff professionalism, empathy, and communication, while also identifying areas for improvement, including incomplete physical infrastructure, limited green spaces, occasional delays during peak hours, and variability in experience among junior medical staff. Caregivers generally perceived the inpatient service quality at Hanoi Children’s Hospital as high, particularly with respect to empathy and assurance. However, gaps remain in infrastructure development, workforce experience, and interdepartmental coordination.