THE CHILDBIRTH SERVICES ASPECT THAT INFLUENCE PATIENT SATISFACTION

Pregnant women have higher expectations of the care providers attitude in order to have childbirth satisfaction. This study aims to analyze the relationship between childbirth services and birth satisfaction in Roemani Muhammadiyah Semarang hospital. We used a cross sectional design and used an interview to collect the data, it was conducted from July to August 2016. A total of 79 women were enrolled in the study that fulfill the inclusion and exclusion criteria. The childbirth services and patient satisfaction were measured using survey instruments which wed measured the reliability and validity previously. The linier regression were applied. The majority of the patients (94,9%) were 21-40 years old, 67,1% were university graduate, 40,5% were housewife, 62% were multigravida, and 57% were delivered by cesarean section. There were significant effect between interpersonal relationship (p=0,0001), patient decision choice (p=0,001), and breastfeeding management (p=0,021) and birth satisfaction. The strongest predictor of birth satisfaction was interpersonal relationship.

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Examination of the relationship between management and clinician agreement on communication openness, teamwork, and patient satisfaction in the US hospitals

Journal of Hospital Administration ◽

10.5430/jha.v5n4p20 ◽

2016 ◽

Vol 5 (4) ◽

pp. 20

Author(s):

Olena Mazurenko ◽

Jason Richter ◽

Abby Swanson-Kazley ◽

Eric Ford

Keyword(s):

Patient Safety ◽

Patient Satisfaction ◽

Safety Culture ◽

Healthcare Providers ◽

Patient Safety Culture ◽

Data Sets ◽

Cross Sectional ◽

Communication Openness ◽

Cross Sectional Design ◽

Willingness To Recommend

Background: Patient satisfaction has always been an area of focus for hospitals, but gained particular importance due to the changes in the Centers for Medicare and Medicaid reimbursement policies. Hospital managers and clinicians interact with patients in different ways and have different perspectives on safety culture, yet little is known about how that impacts patient satisfaction.Objective: To examine how the agreement between clinicians and management perspectives on patient safety culture is related to patient satisfaction by employing cross-sectional design with linear regressions.Methods: Two data sets were used: 2012 Hospital Survey on Patient Safety Culture and 2012 Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). The dependent variables were: overall rating of the hospital experience and willingness to recommend a hospital. The independent variables were four safety culture domains: communication openness, feedback, and communication about errors, teamwork within units, and teamwork between units.Results: The results suggest that manager and clinician agreement on high levels of communication openness, feedback and communication about errors, teamwork between units, and teamwork across units were positively and significantly associated with overall patient satisfaction and willingness to recommend. Additionally, more favorable perceptions about patient safety culture by only clinicians yielded similar findings.Conclusions: For policymakers, measuring managers and clinicians’ perceptions on patient safety culture may provide a valuable indicator of patient satisfaction throughout the country. While managers are more likely to have the power to devote resources to patient safety initiatives, they may not adequately judge culture in their unit and should take into account the perspectives of clinicians who have a more frontline perspective.

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Potential Benefits and Drawbacks of Virtual Clinics in General Surgery: Pilot Cross-Sectional Questionnaire Study (Preprint)

10.2196/preprints.12491 ◽

2018 ◽

Author(s):

Emily Rutherford ◽

Roghinio Noray ◽

Caolán Ó HEarráin ◽

Kevin Quinlan ◽

Aisling Hegarty ◽

...

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Health Care Providers ◽

Care Delivery ◽

Day Surgery ◽

Care Providers ◽

Cross Sectional ◽

Tertiary Center ◽

Specialist Health Care ◽

Outpatient Settings

BACKGROUND Escalating demand for specialist health care puts considerable demand on hospital services. Technology offers a means by which health care providers may increase the efficiency of health care delivery. OBJECTIVE The aim of this study was to conduct a pilot study of the feasibility, benefits, and drawbacks of a virtual clinic (VC) in the general surgical service of a busy tertiary center. METHODS Patient satisfaction with current care and attitudes to VC were surveyed prospectively in the general surgical outpatient department (OPD; n=223). A subset of patients who had undergone endoscopy and day surgery were recruited to follow-up in a VC and subsequently surveyed with regard to their satisfaction (20/243). Other outcomes measured included a comparison of consultation times in traditional and virtual outpatient settings and financial cost to both patients and the institution. RESULTS Almost half of the patients reported barriers to prospective use of VCs. However, within the cohort who had been followed-up in the VC, satisfaction was higher than the traditional OPD (100% as compared with 187/223, 83.9%). Significant savings in both time (<italic>P</italic>=.003) and financial costs to patients and the institution were found. CONCLUSIONS For an appropriately selected group of patients, VCs offer a viable alternative to traditional OPD. This alternative can improve both patient satisfaction and efficiency of patient care.

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The Relationship between Reliability, Responsiveness, and Empathy Aspects with Patient Satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital

International Journal of Science and Healthcare Research ◽

10.52403/ijshr.20210717 ◽

2021 ◽

Vol 6 (3) ◽

pp. 99-105

Author(s):

Daphne . ◽

Ida Yustina ◽

Deli Theo

Keyword(s):

Patient Satisfaction ◽

Quantitative Research ◽

Sampling Technique ◽

Standard Of Living ◽

Cross Sectional ◽

Quality Health ◽

Cross Sectional Design ◽

Improve Service Quality ◽

The Relationship

As people's standard of living increases, the demand for quality health also increases. Patient satisfaction is correlated with the quality of service in the hospital. By understanding the level of patient satisfaction, hospital management can learn and improve service quality. The study aims to determine the relationship between reliability, responsiveness, and empathy aspects with patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital. This research was an explanatory quantitative research with cross sectional design. The sample of this study amounted to 60 people and taken by accidental sampling technique. The data obtained through interviews using a questionnaire. The results showed that the level of patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital on reliability aspect was 63.3%, responsiveness aspect was 56.7% and empathy aspect was 81.7%. Based on the result of the research, the suggestion given to the service provider in this case Mitra Medika Amplas Hospital is to improve the performance of health service especially in Pharmacy Installation service by way of monitoring and evaluating periodically with the implementation of the service, evaluating and developing human resources, and infrastructure. Keywords: Reliability, Responsiveness, Empathy, Patient Satisfaction.

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Analisis hubungan stresor kerja (kondisi pekerjaan, hubungan interpersonal dan tampilan pekerjaan-rumah) dengan kinerja pada pegawai Puskesmas Tongkeina Kota Manado

Jurnal e-Biomedik ◽

10.35790/ebm.4.1.2016.11487 ◽

2016 ◽

Vol 4 (1) ◽

Author(s):

Marcelus Tene ◽

A. J. M. Rattu ◽

Benedictus S. Lampus

Keyword(s):

Health Center ◽

Employee Performance ◽

Interpersonal Relationship ◽

Individual Performance ◽

Cross Sectional ◽

Cross Sectional Design ◽

Long Term Performance ◽

Term Performance

Abstract: Problems that often arise in health centers are among others issues of medical and paramedical personnel performance which appear on the quality of work or the quality of service and achievement of the programs implemented at the PHC. Individual performance is related to the working person's behavior. Employee behavior will result in a positive long-term performance and increase the ability of personnel, or vice versa, causing a negative long-term performance and a decrease in the ability of personnel. This study aimed to determine the relationship between working stressors and employee performance at Tongkeina Health Center Manado. This was a descriptive analytical study with a cross sectional design conducted at the health center Tongkeina from August 2013 to November 2013. The results showed that there was a relationship between job condition, interpersonal relationship, and homework presentation with employee performance. Interpersonal relationship was the most dominant variable affected the performance of employees in the health center Tongkeina.Keywords: stressor, performanceAbstrak: Permasalahan yang sering muncul di Puskesmas antara lain masalah kinerja tenaga medis dan paramedis, yang nampak dari kualitas pekerjaan atau kualitas pelayanan dan hasil pencapaian program yang dilaksanakan Puskesmas. Kinerja individu berhubungan dengan perilaku bekerja seseorang. Perilaku pegawai akan menghasilkan kinerja jangka panjang yang positif dan peningkatan kemampuan personil, atau sebaliknya, menimbulkan kinerja jangka panjang yang negatif serta penurunan kemampuan personil. Penelitian iani bertujuan untuk menentukan hubungan antara stresor kerja dan kinerja pegawai Puskesmas Tongkeina Kota Manado. Jenis penelitian ini deskriptif analitik dengan pendekatan potong lintang. Penelitian dilakukan di Puskesmas Tongkeina, kecamatan Bunaken, Kota Manado pada bulan Agustus 2013 sampai November 2013. Hasil penelitian mendapatkan bahwa terdapat hubungan antara kondisi pekerjaan, hubungan interpersonal, dan tampilan pekerjaan rumah dengan kinerja pegawai. Variabel hubungan interpersonal yang paling dominan berpengaruh pada kinerja pegawai di Puskesmas Tongkeina.Kata kunci: stresor, kinerja

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PERSEPSI PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN DI RUMAH SAKIT

Buletin Penelitian Kesehatan ◽

10.22435/bpk.v46i4.33 ◽

2018 ◽

Vol 46 (4) ◽

Author(s):

Made Lely ◽

Tati Suryati

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Health Services ◽

Care Facility ◽

Health Care Facility ◽

Data Retrieval ◽

Cross Sectional ◽

Quality Of Health Services ◽

Cross Sectional Design

ABSTRACT Development in the health field today in addition to aiming for healing and recovery also to improve health and prevent the incidence of a disease in the community. The hospital is a place to provide health services for the community. The quality of health services can be seen from several perspectives: the perspective of the health care provider, the perspectives of the funder, the perspective of the owner of the health care facility and the patient's perspective. While patient satisfaction is the level of satisfaction experienced by patients after using health services. Quality of health services and customer satisfaction are the indicators of hospital service success. The purpose of this study was to know the description of patient satisfaction of referral of outpatient at District Hospital, Regional Hospital and Provincial Hospital. The study was conducted with cross sectional design, using questionnaire instrument. The respondent is an outpatient at the hospital who has finished receiving the service or finished treatment at the hospital, where if the patient age ≤ 15 years or difficult to communicate there must be a companion. Data retrieval is done by direct interviews to the patient or the patient's companion. The result of the research shows the description of satisfaction respondent/outpatient exit interview in the hospital that overall more than 80% of respondents /outpatient satisfied to service given in the hospital. Respondents/outpatients who work more satisfied than those who do not work, and non-PBI participants are more satisfied than the PBI participants. The conclusions of this study, most of the respondents / outpatients in hospitals are satisfied with the services provided by the hospital. Keywords: outpatient perception, service quality, hospital

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EVALUASI MUTU PELAYANAN KEFARMASIAN PADA MASA PANDEMI COVID-19 DI RUMAH SAKIT SANTA ANNA KOTA KENDARI

Journal Publicuho ◽

10.35817/jpu.v3i4.15284 ◽

2020 ◽

Vol 3 (4) ◽

pp. 447

Author(s):

Sabarudin Sabarudin ◽

Dian Munasari Solo ◽

Muhammad Jefriyanto B ◽

Nurramadhani A Sida ◽

Wa Ode Asdia

Keyword(s):

Patient Satisfaction ◽

Waiting Time ◽

Standard Operating Procedure ◽

Observational Research ◽

Inclusion Criteria ◽

Cross Sectional ◽

Standard Operating ◽

Cross Sectional Design ◽

Service Standards

Quality is compliance with predefined standards or following the requirements. Minimum Service Standards health in hospitals is very important to measure the hospital's performance of health services. This study aims to describe the quality of service at the Pharmacy Installation at Santa Anna Hospital, Kendari City during the Covid-19 pandemic based on five indicators of minimum pharmaceutical service standards are waiting time for drug services, the absence of errors in drug administration, writing prescriptions according to the formulary, patient satisfaction and availability of SOP (Standard Operating Procedures). This study is observational research which is descriptive used cross sectional design. The sample was outpatients for 90 samples at Santa Anna Hospital, Kendari City, who fulfill the inclusion criteria. Instruments used questionnaire sheets and observation sheets. The results showed that the indicator of waiting time for concocted drugs and non-concocted drugs was 8 minutes and 4 minutes, respectively. There was no error in administering medications (100%). The suitability of prescription writing to the National Formulary was 99.73%, patient satisfaction to tangible dimensions and reliability dimensions were 82.23% and 84.84%, respectively. The responsiveness dimension was 79.65%, the assurance dimension was 83.54%, and the empathy dimension was 85.48%, and the availability of the standard operating procedure was 63.64%. This study's pharmacy installation at Santa Anna Hospital in Kendari City has not fulfilled the predetermined Minimum Service Standards.

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Does Descending Resources Reform Improve Patient Satisfaction and Reshape Choice of Care Providers? A Cross-Sectional Study in Zhejiang, China

INQUIRY The Journal of Health Care Organization Provision and Financing ◽

10.1177/0046958020956899 ◽

2020 ◽

Vol 57 ◽

pp. 004695802095689

Author(s):

Zesheng Sun ◽

Shuhong Wang ◽

Hongjun Zhao ◽

Haiming Yu

Keyword(s):

Patient Satisfaction ◽

Consumer Satisfaction ◽

Demographic Variable ◽

Ordinary Least Squares ◽

Corporate Image ◽

Severe Illness ◽

Care Providers ◽

Cross Sectional ◽

Low Level ◽

Choice Of Care

Patient satisfaction and choice of care providers have been the core concerns of China’s descending resources reform launched in 2013. This health care reform attempts to improve low-level hospitals’ capability and patient satisfaction through compulsory descending of doctors from high-level hospitals, thereby reshaping patients’ behavior (loyalty). The goal of this paper is to explore the determinants of patient satisfaction, and its impact on patient loyalty with an emphasis on low-level hospitals in the reform context. By using a self-made 5-point scale that incorporates socio-demographic variables, reform, and revealed preference into the European Consumer Satisfaction Index model (ECSI), cross-sectional data from 17 hospitals, and 1287 questionnaires in Zhejiang province is collected to conduct empirical research. Satisfaction is measured as ordinary variables with the reform and with the low-level hospitals, respectively. Loyalty is measured by patients’ willingness to choose low-level hospitals when suffering illness or severe illness. Analysis of variance and multiple comparisons are utilized to examine the different level of hospitals. An ordered logit model and ordinary least squares regression are applied to examine the determinants of satisfaction and loyalty. The results indicate that patient satisfaction can be explained by variables of perceived quality, patient expectations, and corporate image. Socio-demographic variable, providers, and the reform also have significant effects. Patients’ satisfaction plays a pronounced role on improving their loyalty. The descending resources reform positively affects low-level hospitals’ capability and patient satisfaction. The cost reduction and convenience significantly increase the reform satisfaction. Capability, medical environment, and accessibility of descending doctors are positively associated with the satisfaction with low-level hospitals. This paper evidences that the descending resources reform is an effective way to reallocate resources in supply side of health service market and reshape patients’ choice of care providers with the accessibility and spillover of descending human capital.

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Kepemilikan Jaminan Kesehatan dengan Kepuasan Pasien di Puskesmas Jetis 1 Bantul, Yogyakarta

Jurnal Endurance ◽

10.22216/jen.v4i2.3255 ◽

2019 ◽

Vol 4 (2) ◽

pp. 325

Author(s):

Aprianus Umbu Zogara

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Health Insurance ◽

Quantitative Research ◽

Sampling Technique ◽

Chi Square ◽

Cross Sectional ◽

Cross Sectional Design ◽

Chi Square Analysis

Quality of service is an important thing that must be considered by every facility of health services in providing service to patients. Quality of service is closely linked with comprehensive and systematic services to provide excellent service without distinguishing any patients either public or health-care users. The purpose of this study to determine the relationship between the ownership of health insurance with patient satisfaction in Puskesmas Jetis 1 Bantul, Yogyakarta. This research is a quantitative research with cross- sectional design. Samples in this study were patients who came to visit or seek treatment and enrolled in Puskesmas Jetis 1 Bantul as many as 97 people taken by accidental sampling technique. Data were analyzed using chi-square analysis. The results showed most of the respondents who have collateral such as Askes, JKN, Jamkesda, and Jamkesmas (67%) were satisfied with the services provided. The result of chi-square correlation test shows that there is correlation between assurance ownership and patients satisfaction at Puskesmas Jetis 1 Bantul, Yogyakarta which is shown by Sig value. of 0.00 (Sig <0.05). This study can be concluded that there is a significant relationship between guarantee ownership and patient satisfaction with the majority of patients who have more satisfied health insurance. Kualitas pelayanan merupakan suatu hal penting yang harus diperhatikan oleh setiap fasilitas pelayanan kesehatan dalam memberikan pelayanan terhadap pasien.Kualitas pelayanan berhubungan erat dengan pelayanan yang komprehensif dan sistematis untuk memberikan pelayan yang prima tanpa membedakan setiap pasien baik umum maupun pengguna jaminan kesehatan. Tujuan penelitian ini untuk mengetahui hubungan antara kepemilikan jaminan kesehatan dengan kepuasan pasien di Puskesmas Jetis 1 Bantul, Yogyakarta. Penelitian ini merupakan penelitian kuantitatif dengan desain cross-sectional. Sampel dalam penelitian ini adalah pasien yang datang berkunjung atau berobat dan terdaftar di Puskesmas Jetis 1 Bantul sebanyak 97 orang yang diambil dengan menggunakan teknik accidental sampling.Data dianalisis menggunakan analisis chi-square. Hasil penelitian menunjukkan sebagian besar responden yang memiliki jaminan seperti Askes, JKN, Jamkesda, dan Jamkesmas (67%) merasa puas dengan pelayanan yang diberikan. Hasil uji korelasi chi-square menunjukkan terdapat hubungan antara kepemilikan jaminan dengan kepuasan pasien di Puskesmas Jetis 1 Bantul, Yogyakarta yang ditunjukkan dengan nilai Sig. sebesar 0,00 (Sig < 0,05). Penelitian ini dapat disimpulkan terdapat hubungan yang signifikan antara kepemilikan jaminan dengan kepuasan pasien dengan mayoritas pasien yang memiliki jaminan kesehatan yang lebih merasa puas.

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ANALYSIS OF THE RELATIONSHIP BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN POLYCLINIC ACUPUNCTURE AND HERBS LKTM PALEMBANG

Jukema (Jurnal Kesehatan Masyarakat Aceh) ◽

10.37598/jukema.v7i1.1064 ◽

2021 ◽

Vol 7 (1) ◽

pp. 35-42

Author(s):

Nurehan Maulana ◽

Leni Novianti ◽

Sutriyati Sutriyati

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Health Workers ◽

Active Role ◽

P Value ◽

Chi Square ◽

Cross Sectional ◽

Cross Sectional Design ◽

The Relationship

Background: Satisfactory and quality service will form patients/customers loyalty, and satisfaction is very closely related to word of mouth. The next effect will continue on the process of forming an improved image of health care agencies. The standard of patient satisfaction in health services is set nationally by the Ministry of Health at a minimum for patient satisfaction, which is above 95%. The purpose of this study is to find out the relationship between the quality of service in aspects of staff attitude, service facilities, and rates/fees with patient satisfaction in polyclinic acupuncture and herbal LKTM Palembang. Methods: This research is quantitative and uses an analytic survey with a cross sectional design. The sample in this study were all patients of the Palembang Community Traditional Health Workshop (LKTM) in 2020 who visited during the study period, numbering 85 people. Result: Based on the results of the study, 62.4% expressed satisfaction with the services in Polyclinic Acupuncture and Herbs (LKTM). The dimension that needs to be improved is the Assurance dimension in the officer's capability section. Based on the result of Chi-Square statistical test, the level of patients satisfaction to the service attitude of the officer, with a p-value of 0.000. Recommendation: for LKTM Palembang, it is expected to improve the quality of existing health workers and always play an active role in health services, maintain existing facilities, and review the costs set.

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Do Project Managers' Emotional Leadership Competencies Affect the Success of Public Sector Projects in Pakistan?

International Journal of Information Technology Project Management ◽

10.4018/ijitpm.2021040105 ◽

2021 ◽

Vol 12 (2) ◽

pp. 83-98

Author(s):

Riaz Ahmed ◽

Khalid Mahmood Lodhi

Keyword(s):

Public Sector ◽

Reliability And Validity ◽

Leadership Competencies ◽

Project Managers ◽

Cross Sectional ◽

The Public ◽

Project Outcomes ◽

Emotional Leadership ◽

Cross Sectional Design

The importance of abilities and skills associated with the emotional leadership competencies has been discussed in project management literature. Project managers equipped with the emotional leadership competencies should be better in solving the challenges and problems to enhance project outcomes. The purpose of this study is to examine the role of project manager's emotional leadership competencies in the success of public sector projects. For this purpose, a survey-based methodology using cross-sectional design was adopted to collect data from 150 respondents from the public sector of Pakistan. The respondents of this study were the project managers/directors of information technology and telecommunication projects from the public sector of Pakistan. This quantitative study analyzed the data for reliability and validity of the constructs. To test research hypotheses, correlation and regression analyses were employed. Findings indicated significant impact of project manager's emotional leadership competencies on successful completion of Public sector projects in Pakistan.

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