scholarly journals Association of Health Service Quality with Patient Satisfaction in Primary Healthcare Center of Gedongtengen Yogyakarta

2019 ◽  
Vol 4 (1) ◽  
pp. 37-42
Author(s):  
Yoan Ajeng Mustika ◽  
Jacoba Nugrahaningtyas Wahjuning Utami ◽  
Sukismanto Sukismanto
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Cross Sectional ◽  
Important Indicator ◽  
Healthcare Center ◽  
Health Service Quality ◽  
Preliminary Study ◽  
Primary Healthcare Center

Background: Quality of service is an important indicator in measuring patient satisfaction. Based on the results of a preliminary study in 10 patients, in terms of the dimension of reliability quality, 30% said satisfied and 70% less satisfied; in terms of the dimension of empathy quality, 20% said very satisfied and 80% satisfied; in terms of the dimension of assurance, 90% said satisfied and 10% unsatisfied; in terms of the dimension of responsiveness, 10% said very satisfied, 80% satisfied and 10% less satisfied; in terms of the dimension of tangible, 90% said satisfied and 10% less satisfied. the aim of this study is to identify the association between dimension of health service quality and patient satisfaction in Maternal & Child Health and Family Planning Polyclinic at Pimary Healthcare Center (PHC) of Gedongtengen, Yogyakarta. Methods: This research employed a descriptive analytical method with cross sectional approach. The population consisted of 170 respondents. Samples were taken using purposive sampling, resulting in 119 respondents as samples. Data were statistically tested using Kendall’s Tau. Results: The  results of statistical test indicated  that there was a correlation between the dimension of reliability, empathy, assurance, responsiveness, and tangible to patient satisfaction. Conclusion: There are correlations of the dimensions of reliability, empathy, assurance, responsiveness and tangible with patient satisfaction.

scholarly journals The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

2020 ◽  
Vol 10 (1) ◽  
pp. 1-12
Author(s):  
Dwi Sitti Oktania
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
General Hospital ◽  
Inpatient Care ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and  service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

scholarly journals DAMPAK KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS JATILAWANG KABUPATEN BANYUMAS

2020 ◽  
Vol 4 (1) ◽  
pp. 33
Author(s):  
Kusumaningtyas Kusumaningtyas
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Community Health Center ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Expected Performance ◽  
The Government

Satisfaction is a feeling that shows a person's happiness or disappointment that comes after comparing the performance (outcome) of the thinking product to the expected performance (or outcome). Quality of service and satisfaction (patient) is a unity that is difficult to separate. To realize the patients’ satisfaction of BPJS at The Primary Health Service (Puskesmas) of Jatilawang Banyumas Regency as public health service owned by the government, in its development is demanded to give good service quality by increasing employee competence and also pay attention to service quality dimension itself. That are reliability, responsiveness, assurance, tangibles, and empathy. This research is a descriptive quantitative research with the cross-sectional approach which aims to know in general about how the level of patient satisfaction. Meanwhile, the specific purpose of this study to determine how much impact the quality of health services to BPJS patient satisfaction. The results showed that in general from the results of the t-test, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) partially positive and have a significant effect on patients’ satisfaction of BPJS service (Y). Furthermore, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) simultaneously have a positive and significant effect on BPJS patient satisfaction (Y). Specifically, the amount of BPJS patient satisfaction at The Community Health Center of Jatilawang, Banyumas is equal to 0.992 or 99.2%.

Hubungan Mutu Pelayanan Kesehatan dengan Kepuasan Pasien Tanggungan BPJS di Klinik Bhayangkara Polda Bali

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Ni Nengah Dwi Susila Dewi
Keyword(s):  
Health Service ◽  
Service Quality ◽  
P Value ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Improve Health Status ◽  
Health Service Quality ◽  
Convenience Sampling ◽  
The Government

ABSTRAK Salah satu upaya untuk meningkatkan derajat kesehatan, pemerintah bekerjasama dengan BPJS Kesehatan. Oleh karena itu, mutu pelayanan kesehatan harus ditingkatkan supaya masyarakat mau berkunjung untuk melakukan pemeriksaan. Berdasarkan wawancara di Klinik Bhayangkara Polda Bali dari 7 pasien, 5 orang menyatakan belum puas dengan pelayanan yang diberikan. Tujuan penelitian ini untuk mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan pasien tanggungan BPJS di Klinik Bhayangkara Polda Bali. Jenis penelitian yang digunakan dalam penelitian ini adalah descriptive corelation dengan pendekatan cross sectional. Sampel yang digunakan sebanyak 109 orang dengan metode convenience sampling. Teknik analisa data menggunakan Statistik Rank Spearman. Hasil penelitian menunjukkan nilai p-value=0,000 (p= 0.05) dengan nilai koefisien korelasi (r) = 0,707. Berdasarkan analisis tersebut dapat disimpulkan bahwa terdapat hubungan antara mutu pelayanan kesehatan dengan kepuasan pasien tanggungan BPJS di Klinik Bhayangkara Polda Bali. Mutu pelayanan yang baik dapat meningkatkan kepuasan pasien. Kata Kunci : Mutu Pelayanan Kesehatan, Kepuasan Pasien ABSTRACT One of the effort to improve health status, the government collaborate with BPJS Health. Therefore, the quality of health services must be improved in order to make people want to visit for an inpection. Based on interviews at the Bali Police Bhayangkara Clinic of 7 patients, 5 people said the were not satisfied with the services that provided. The purpose of this study was to determine the correlation between health service quality and patients� satisfaction of BPJS insurance in Bali Police Bhayangkara Clinic. This study used descriptive correlation with cross sectional approach. The sample used was 109 respondents with convenience sampling method. Data analysis techniques used Rank Spearman Statistics. The results showed that p-value = 0,000 (p=0.05) with a correlation coefficient (r) = 0.707. Based on this analysis, it can be concluded that there was a correlation between health service quality and patients� satisfaction of BPJS insurance in Bali Police Bhayangkara Clinic. Good service quality can increase patients� satisfaction. Keywords : Health Service Quality, Patients� Satisfaction

scholarly journals HUBUNGAN KOMUNIKASI INTERPERSONAL DOKTER GIGI MUDA DENGAN MUTU PELAYANAN DITINJAU DARI KEPUASAN PASIEN DI KLINIK FAKULTAS KEDOKTERAN GIGI UNIVERSITAS ANDALAS

2014 ◽  
Vol 2 (2) ◽  
pp. 81-87
Author(s):  
Rahmi Agvanesia ◽  
Zulkarnain Agus ◽  
Eni Rahmi
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Interpersonal Communication ◽  
Communication Skill ◽  
Soft Skill ◽  
Chi Square ◽  
Cross Sectional ◽  
Chi Square Test

Background: Interpersonal Communication is a communication skill and it is one of the competencies that must be had by dentists, therefore, FKG UNAND has been trying to implement this soft skill by implementing it into curriculum. Patient satisfaction on interpersonal communication is thought to be one of the factors that determines the quality of a health service. The aim of the study is to determine whether there is a relationship between interpersonal communication of co-assistant students with service quality based on patient satisfaction at FKG UNAND clinic. Method: The study was an observational cross-sectional analytic approach. The sampling was simple random and the number of subjects were 90 respondents. The instruments used in this study were questionnaires consisting of 17 questions; they were 12 questions regarding interpersonal communication and 9 questions regarding patient satisfaction on service quality. Results: The result of chi-square test for interpersonal communication of co-assistant students-patient is p = 0.041 [p < 0.05]. This shows that there is a significant relationship between interpersonal communication of co-assistant students with service quality based on of patient satisfaction at FKG UNAND Clinic. Conclusion: There is relationship between interpersonal communication of co-assistant students and service quality based on of patient satisfaction at FKG UNAND Clinic.

scholarly journals ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN DI INSTALASI FARMASI RUMAH SAKIT BHAYANGKARA MANADO

PHARMACON ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 233
Author(s):  
Venesya Kaunang ◽  
Gayatri Citraningtyas ◽  
Widya Astuty Lolo
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Needs ◽  
Negative Index ◽  
Cross Sectional ◽  
Important Indicator ◽  
Descriptive Research ◽  
Patients Satisfaction

ABSTRACT Patient satisfaction is an important indicator for service quality and has implications for the delivery of services more efficiently in meeting patient needs. A good quality of service will provide patients satisfaction to and it will affect patients to hospital if needed. The purpose of this study was to determine the satisfaction of outpatients with services in the Pharmacy Installation at the Bhayangkara Hospital in Manado. The type and design of the study used is a type of descriptive research with a cross-sectional approach. Patient satisfaction was measured using the SERVQUAL (Service Quality) method. The result of this study, tangible   (-0.26), assurance (0-305), empathy (-0.37), responsiveness (-0.69), and the lowest is reliability (-0.86). It can be concluded that the overall satisfaction score is in the negative index, meaning that the patient is not satisfied with the services provided at the Pharmacy Installation. Keywords: Patient Satisfaction, SERVQUAL, Pharmacy Installation, Bhayangkara Hospital Manado.ABSTRAKKepuasan pasien merupakan indikator penting bagi kualitas pelayanan dan memiliki implikasi bagi penyelenggaraan pelayanan lebih efisien dalam memenuhi kebutuhan pasien. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien serta kepuasan pasien akan memengaruhi pasien untuk kembali lagi ke Rumah Sakit tersebut bila membutuhkan. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap pelayanan di Instalasi Farmasi Rumah Sakit Bhayangkara Manado. Jenis dan rancangan penelitian yang digunakan adalah jenis penelitian deskriptif dengan pendekatan secara cross-sectional. Kepuasan pasien diukur menggunakan metode SERVQUAL (Service Quality). Hasil penelitian ini. secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26) secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26). Kesimpulannya yaitu nilai kepuasan secara keseluruhan berada pada indeks negatif, artinya bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi. Kata kunci : Kepuasan Pasien, SERVQUAL, Instalasi Farmasi, Rumah Sakit Bhayangkara Manado

scholarly journals Effect of Health Service Quality Toward Patients Satisfaction

2021 ◽  
Vol 2 (1) ◽  
pp. 63-72
Author(s):  
Jeny Riska Vatica ◽  
Nur’aini Nur’aini ◽  
Masnelly Lubis
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Community Health ◽  
Health Center ◽  
Community Health Center ◽  
Technical Competence ◽  
Human Relations ◽  
Health Service Quality

The quality of service at the Community Health Center (Puskesmas) is an important factor in creating patient satisfaction. The results of measuring patient satisfaction that are objective and accurate can assist the health center in formulating a better form of service. The purpose of this study was to determine and analyze the effect of health service quality on outpatient satisfaction. This type of research is an analytic survey with a cross sectional approach using primary data with questionnaires and secondary data from Community Health Center (Puskesmas) reports. The population in this study were patients who had outpatient visits from January to July 2020 with a total sample of 99 people who were determined using the accidental sampling method. The analysis used univariate, bivariate and multivariate analysis. Chi square test results showed that technical competence (p = 0.001 <0.05), effectiveness (p = 0.002 <0.05), human relations (p = 0.000 <0.05), comfort (p = 0.099> 0, 05) and timeliness (p = 0.001 <0.05). The logistic regression test shows that the variable that most influences patient satisfaction is the relationship between humans with an Exp (B) value of 4.195. The conclusion of this research is that technical competence, effectiveness, human relations and timeliness have a relationship with patient satisfaction, while comfort has no relationship with patient satisfaction. Efforts are needed to improve the quality of outpatient services by establishing a harmonious relationship between health workers and patients in order to achieve services that are able to satisfy patients.

Quality of care and patient satisfaction amongst Caucasian and non-Caucasian patients

2016 ◽  
Vol 33 (3) ◽  
pp. 298-320 ◽  
Author(s):  
Somayeh Alizadeh ◽  
Meena Chavan ◽  
Hamin Hamin
Keyword(s):  
Treatment Outcome ◽  
Health Service ◽  
Service Quality ◽  
Health Care Quality ◽  
Care Quality ◽  
Equation Modeling ◽  
Content Type ◽  
Health Service Quality ◽  
Caucasian Patients

Purpose – The purpose of this paper is to explore the key aspects of service quality within the outpatient context. The secondary aim is to compare views on quality of health service by Caucasian and non-Caucasian patients in Australia. Design/methodology/approach – A mixed-method approach was adopted for this study. Qualitative data were collected from 40 patients to develop a scale for measuring health service quality. Quantitative data were collected using self-administered questionnaires available in English, Arabic, Persian, Chinese and Vietnamese. A total of 447 patients in six outpatient clinics completed the survey and data were analyzed using the structural equation modeling technique. Findings – The qualitative findings determined eight dimensions of quality for outpatient care as follows: doctor professionalism; doctor empathy; doctor expertise; treatment outcome; staff concern; timeliness; tangibles; and operation. The quantitative findings indicated that factors related to technical aspect of care, including doctor expertise and treatment outcome were assumed the strongest predictors of overall health care quality in both Caucasian and non-Caucasian groups. Furthermore, no significant discrepancy was found between these two groups’ ratings of overall service quality and satisfaction with care. Originality/value – The study captured ethnically diverse patients’ perspectives on health service quality and highlighted the significance of technical quality, which is generally neglected in service quality measures.

Sign in / Sign up

Export Citation Format

Share Document