Analysis of Patients Satisfaction Index: A Study from One of the Main Referral Hospitals in Indonesia (original) (raw)
Related papers
Patient Satisfaction Level at Local General Hospital in Mamuju Regency, Indonesia
2018
The purpose of this study to describe in general the level of patient satisfaction with services obtained from the hospitalwhere they do the treatment. This research conducted at General Hospital of Mamaju Regency with a population of inpatients at thetime of the study was 358 people. This research uses quantitative research type with Cross Sectional study approach. The number ofsamples used were 153 patients with accidental sampling technique. The result of the research shows that the dominant patient whoundergoes the hospital stay in the general hospital is satisfied, but the satisfaction is not significant because it is still below 75%. Patientsatisfaction should always consider because it can be a material evaluation, especially for medical record officer who serves patients atthe registration so that medical record officers can continue to improve the quality of service to patients. The patient will return to thehospital if the patient feels comfortable when receiving the servi...
Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.
Journal of Indonesian Health Policy and Administration, 2017
Health development in the period 2015-2019 is Indonesia Sehat program with the goal to improve the health and nutritional status of the community through health and community empowerment efforts which are supported with financial protection and health care equity. Social Health Security Agency (BPJS) as JKN organizers estimate in 2015 is a deficit of more than 6 trillion rupiahs. In 2016, the deficit is estimated to be 11 trillion rupiahs. This study used a cross-sectional study design. The population in this study were outpatients at the sub-district Kramat Jati and Pasar Rebo primary health care with the total number of 800 people and studied sample of 100 people. Patient satisfaction in this study has mean score of 43,06. Education variable; job and services are not significantly affects patient satisfaction JKN Non PBI at East Jakarta district primary heallth care. In conclusion, dimension of punctuality; convenience in obtaining services and ease in obtaining services most infl...
Satisfaction is a comparison between the perceptions of services received with expectations, while the quality of health services is act or services provided by one party to another in form of care or provision of health facilities. Health resources are one contributing factor in provision of qualified health care, which is expected to improve public health. Aspects of provided services quality will affect patient satisfaction. If their expectations are met, it means that service has provided good quality and will also lead to high satisfaction. This study aims to determine the relationship of health services quality and satisfaction level in people of North Mamuju. Analytic observational research with cross-sectional study design, population of the entire community of North Mamuju regency and research subjects were aged >18 years. The results showed significant value in registration 0.010 and physicians 0.007, implying registration and physicians have significant effect on customer satisfaction. The conclusions of this study indicate that the registration, doctors, nurses, pharmaceutical, environmental and hospital / clinic variables collectively have positive effect on customer satisfaction
SERVICE QUALITY AND OUTPATIENT’S FACTORS AFFECTING THEIR SATISFACTION AT THE B HOSPITAL IN INDONESIA
IAEME PUBLICATION, 2020
Background: The dissatisfaction of patients is the gap between the patient’s expectation and service performance perceived by the patient at the time of service. A preliminary study shows that 7 (35%) out of 20 patients visiting the outpatient department of the B hospital were dissatisfied with the outpatient services of the B hospital. The objective of the present study is to find the effect of service quality and outpatient factors on their dissatisfaction at the B hospital. Material and method: The research design of the present study is analytic quantitative research with the design type of analytic cross-sectional study. Based on the analytic cross-sectional study, the sample size is 200 patients visiting the outpatient department of the B hospital subsequently. Data collection through a structured interview using a questionnaire containing close-ended questions. The researchers analyze univariate, bivariate, and multiple logistic regression. Result: Among 9 independent variables, 4 independent variables have a causal relationship with outpatient satisfaction at the B hospital: Without payment to the hospital through health insurance, slow responsiveness, ungood tangible, and ungood empathy affect outpatient's dissatisfaction. Conclusion: The hospital management should enhance outpatient satisfaction by organizing the Team to discuss and improve slow responsiveness, ungood tangible hospital and health workers, and ungood empathy of physicians and nurses, and other health workers especially to the outpatients without payment to the hospital through health insurance at the B hospital. Based on the recommendation, suggestions are developed.
Satisfaction is a comparison between the perceptions of services received with expectations, while the quality of health services is act or services provided by one party to another in form of care or provision of health facilities. Health resources are one contributing factor in provision of qualified health care, which is expected to improve public health. Aspects of provided services quality will affect patient satisfaction. If their expectations are met, it means that service has provided good quality and will also lead to high satisfaction. This study aims to determine the relationship of health services quality and satisfaction level in people of North Mamuju. Analytic observational research with cross-sectional study design, population of the entire community of North Mamuju regency and research subjects were aged >18 years. The results showed significant value in registration 0.010 and physicians 0.007, implying registration and physicians have significant effect on customer satisfaction. The conclusions of this study indicate that the registration, doctors, nurses, pharmaceutical, environmental and hospital / clinic variables collectively have positive effect on customer satisfaction
Advances in Social Sciences Research Journal, 2017
Health development aims to provide the widest opportunity for the community, and the government has also provided some means or health facilities that can be used by the community in order to Obtain optimal health status and it is manifested Among other things by building health centers throughout Indonesia, This study aims to identify and evaluate the quality of health services performed by health workers to the satisfaction of Patients undergoing treatment at the health center Genyem. This study to analyze the description of the variable quality of services that include: physical evidence, Reliability, Responsiveness, Assurance and Empathy at the health center in simultaan Genyem and partially significant to satisfaction of Patients in health centers Genyem. The Data in this study were Directly Obtained by distributing questionnaires that have been provided. Multiple linear regression analysis to control classical assumption (normality, autorelation and multikolioneritas) Became the main models chosen in research, having escaped the validity and reliability of the instrument can be concluded: 1. Quality of service include: physical evidence, reliability, responsiveness, assurance and empathy in health center Genyem got good perception of the patient; 2. Variable physical evidence, reliability, responsiveness, assurance and empathy simultaneously (together-the same) Significantly Affects patient satisfaction; 3. Based on the SWOT analysis, found the barriers-barriers faced by PHC Chief and Health Officer in terms of improving patient satisfaction and Formulated a strategy-a strategy that can be applied to improve patient satisfaction.
Jurnal Ilmu Kesehatan, 2023
One significant effort to increase Indonesia's health sector competitiveness is to improve health services' quality. Efforts to improve the quality of health services are challenging because health services are carried out starting from the sub-health center, main health center, and hospital. These health facilities must provide full service to patients to feel well served. This study aimed to analyze the relationship between the quality of health services and patient satisfaction at the Labanan Public Health Center, Teluk Bayur Sub District, Berau Regency. This research method uses a quantitative descriptive-analytic approach with a correlational type of research. The data analysis technique uses the chi-square statistic test. This research was conducted at the Labanan Public Health Center, Teluk Bayur Sub District, Berau Regency, with a total sample of 124 respondents. The study results showed that 46 respondents (63.9%) stated that the service quality was excellent and satisfied with the services at the Labanan Public Health Center. In comparison, 23 respondents (44.2%) stated that the service quality was excellent and dissatisfied. Meanwhile, 26 respondents (36.1%) noted that the quality of service was not good. Still, they were satisfied with the quality of service at the Labanan Public Health Center. Twenty-nine respondents (55.8%) said the service quality was not good. From the results of statistical tests (p-value = 0.008 <0.05).
GSC Advanced Research and Reviews
Background: Currently, Public Health Center are faced with progress in human civilization which demands fast, quality and satisfying health services for customers. To deal with these demands, the Public Health Center should carry out service management engineering following developments in the community. Objective: The purpose of the study was to determine the relationship between the quality of health services on the assurance dimension and patient satisfaction at the Lepo-Lepo Public Health Center, Kendari City in 2021. Methods: The type of research used was an analytical survey research with a Cross Sectional Study approach. The study population was 448 patients. The research sample taken was 211 patients. Collecting data by using a questionnaire. Data analysis was performed by Univariate and Bivariate. Results: The results showed that there was a relationship between assurance and patient satisfaction in health services at the Lepo-Lepo Health Center, Kendari City, with a value ...
Assessment and Evaluation of Patient Satisfaction Levels in Healthcare Institutions
INTERNATIONAL REFEREED JOURNAL OF HUMANITIES AND ACADEMIC SCIENCES, 2017
Patient satisfaction is defined as "the basic criterion indicating the quality of care in which the main authority is patient and giving information about to what extent the values and expectations of the patient are met". Patient satisfaction surveys are applied to the patients in emergency services, outpatient clinics and inpatients by the staff of Atatürk Training and Research Hospital Quality Unit. The research was conducted from June 2015 until December 2016 by evaluating the questionnaires repeated every month for 18 months. The results of "Patient Satisfaction Survey" which was applied to a total of 100 patients, including 25 emergency patients, 50 outpatients and 25 inpatients every month, were out into evaluation. Statistically significant differences were found at borderline between the satisfaction rates of the patients receiving treatment in emergency unit in 2015 and 2016 (p=0.054). There was no statistically significant difference in the satisfaction rates of outpatients by months (p=0.253). A statistically significant difference was found at very high level between the satisfaction rates of the hospitalized patients by months (p<0.001). From this point of view, it is highly important for the future that the satisfaction level of the patients is at the desired level and their approach is positive.