scholarly journals Hubungan Indeks Kepuasan Pasien tentang Mutu Pelayanan Dimensi Kehandalan dengan Minat Berobat Kembali di RSD Kalisat Kabupaten Jember

2018 ◽  
Vol 6 (2) ◽  
pp. 278
Author(s):  
Davina Amalia ◽  
Dwita Aryadina Rachmawati ◽  
Hairrudin Hairrudin
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Total Sample ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Patient Will ◽  
Quality Of Health Services ◽  
Cross Sectional Design

  RSD Kalisat is one of the hospital that is very concern with the quality of health services. The reliability of service quality is often perceived as the most important dimension for the customer. Quality of service is very influential on patient satisfaction. If the health care provided is good, then the patient will be satisfied and the possibility to reuse services in health care-related agencies will increase. The purpose of this study was to determine the correlation between patient satisfaction index in the reliability of service quality with utility at RSD Kalisat. This study used cross sectional design with total sample of 84 respondents. The instrument used was RSD Kalisat profile and questionnaire to determine patient satisfaction index in the reliability of service quality and statement for utility. The results of statistical test by Spearman's Rho showed a significance value (p=0.021) and the correlation coefficient (r =0.252). Thus, it can be concluded that there was a significant correlation between patient satisfaction index in the reliability of service quality with utility at RSD Kalisat Jember with a weak correlation.   Keywords: index satisfaction, reliability, service quality, utility  

scholarly journals PERSEPSI PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN DI RUMAH SAKIT

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

scholarly journals MUTU PELAYANAN DAN KEPUASAN PASIEN DI INSTALASI RAWAT INAP RUANG DAHLIA RSUD KOTA MADIUN

2018 ◽  
Vol 3 (1) ◽  
pp. 21
Author(s):  
Suhadi Prayitno
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Bivariate Analysis ◽  
Chi Square ◽  
Cross Sectional ◽  
Quality Of Health Services ◽  
Improve Patient

Service efforts undertaken by the Hospital was to improve the quality of health services quality and affordable by the community in order to improve public health status.Quality of service should be done by Hospital to improve patient satisfaction as a service user. The objective was to analyze association between service quality and patient satisfaction at Dahlia room,Regional Public Hospital Madiun .An observational analysis was conducted with cross-sectional study design. Samples were 78 using purposive sampling techniques. Data were analyzed by chi-square. This study showed that 56,4% respondents said that the quality of service was good. There were 52,6% respondents not satisfied with quality of service. Bivariate analysis showed association between service quality and patient satisfaction (p=0,014). There were an association between service quality and patient satisfaction. Madiun City General Hospital should improve the quality of service so that all patients are satisfied with the services provided.

scholarly journals Pengaruh Fasilitas Kesehatan Dan Motivasi Kerja Terhadap Kepuasan Pasien Melalui Kualitas Pelayanan Pada Unit Rawat Inap Di RSUD Haji Makassar Provinsi Sulawesi Selatan

2021 ◽  
Vol 2 (1) ◽  
pp. 55-68
Author(s):  
Aznira Nurul Hidayah ◽  
Nurmuati Muchlis ◽  
Rasyidin Abduallah
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Facility ◽  
Work Motivation ◽  
Total Sample ◽  
Cross Sectional Study ◽  
Health Facilities ◽  
Cross Sectional ◽  
South Sulawesi

Background: Measurement of customer satisfaction is an important element in providing better, efficient and more effective service. This study aims to determine the effect of health facilities and work motivation on patient satisfaction through service quality in inpatient units at Haji Makassar Hospital, South Sulawesi Province. Method: The research design used in this study was an analytic survey with a Cross Sectional Study approach. Sampling was done by total sampling method with a total sample of 68 people. Methods of data analysis using statistical analysis calculations using the SPSS program using path analysis. Results: The results showed that from the Sobel test there was a significant and positive effect of the health facility variable at t count 3.984> 1.987 and work motivation t count of 3.011> 1.987 on patient satisfaction through service quality, there was a significant effect of the health facility variable 0.000 <0.005 on satisfaction, no there is a significant effect of work motivation variable 0.155> 0.000 on patient satisfaction, there is a significant influence of the health facility variable 0.000 <0.005 and the work motivation variable 0.001 <0.005 on service quality, and there is a significant effect of the service quality variable 0.000 <0.005 on patient satisfaction.Conclusion: The conclusion of the study shows that there is an effect of health facilities and work motivation on patient satisfaction through the quality of service at Haji Makassar Hospital, South Sulawesi Province. So it is suggested to the hospital to maintain the quality of its service.

scholarly journals The Role of Nurses and the Quality of Health Services with the Satisfaction of BPJS Patients in Junrejo Puskesmas Batu City

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Restu Pamungkas ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Cross Sectional ◽  
Regression Test ◽  
Important Quality ◽  
Quality Dimensions ◽  
Quality Of Health Services ◽  
Improve Service Quality

Patient satisfaction is related to service quality. By knowing the level of patient satisfaction, hospital management can improve service quality. Patient satisfaction is considered as one of the most important quality dimensions and is the key to success in health organizations that is also affected by the role of nurses. The purpose of this study was to determine the effect of nurse roles and service quality on BPJS patient satisfaction. The research design used was cross sectional with questionnaire sheet instruments. The population of this study were 230 BPJS patients. 144 samples used random sampling techniques, while to determine the effect between variables used ordinal regression test with a significant level of 0.05. Based on the results of the study it was found that the role of good nurses was 64 (44.4%) respondents and most of the good quality services were 88 (61.1%) and satisfaction in the satisfied category was 124 (86.1%). The results of the data analysis showed that there was an influence of the nurse's role factor on satisfaction. It was known that the Sig (2-tailed) value had 0.00 and the service quality factor had an effect on satisfaction, this was known as Sig (2-tailed) which had a number 0.049. The existence of a good role from nurses will improve service quality and will improve BPJS patient satisfaction.

scholarly journals Analisis Kepuasan Pasien Terhadap Kualitas Layanan Poli Gigi di Rumah Sakit Banyumanik Semarang

2019 ◽  
Vol 7 (1) ◽  
pp. 24-29
Author(s):  
Aulia Ika Pratiwi ◽  
Bagoes Widjanarko ◽  
Sutopo Patria Jati
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Medical Records ◽  
Outpatient Care ◽  
Quantitative Research ◽  
Outpatient Services ◽  
Cross Sectional ◽  
Number Of Visits ◽  
Cross Sectional Design

Based on the medical records of the Banyumanik Hospital, the number of visits in the Banyumanik Hospital dental clinic in 2015 was 766 patients (90%), increasing in 2016 to 781 (91%), but decreased in 2017 to 724 patients (85%) one factor the cause is the quality of service. This study aimed  to analyze the effect of quality outpatient services on patient satisfaction in dental polyclinics in hospitals. Banyumanik Semarang. This was quantitative research with cross sectional design. The number of samples in this study were 54 respondents. Research variables were 5 dimensions of service quality. The results of the study showed the dimensions of the quality of outpatient care in dental poly: Real Evidence had a poor result of 68.5, reliability had poor results of 32 respondents 59.3%, poor responsiveness 40.7%, poor guarantees 59.3%, poor empathy at 55.6%, and less patient satisfaction at 44.4%. In the results of multivariate analysis that the responsiveness variable has the highest significance of 0.039 with the value of Exp (B) 4,566. The conclusion of this study was that the dimensions of service quality namely Real Evidence, Responsiveness, and Empathy affect patient satisfaction, while the guarantee does not affect the satisfaction of outpatients in the Dental Polyclinic Hospital. Banyumanik Semarang.  

scholarly journals ANALYSIS Analisis Kualitas Pelayanan Profesional Pemberi Asuhan (PPA) Dengan Kepuasan Pada Pasien Rawat Jalan Di Poli Penyakit Dalam

2021 ◽  
Vol 4 (2) ◽  
pp. 9-14
Author(s):  
Rahmania Ambarika
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Workers ◽  
Health Workers ◽  
Simple Random Sampling ◽  
P Value ◽  
Cross Sectional ◽  
Care Workers

To create patient satisfaction, the hospital must create and manage a system to obtain more patients and the ability to retain patients. The process of patient care and care is dynamic and involves many Caregiver Professionals (PPA) and involves various service units. There are many problems regarding the lack of satisfaction from health care workers, one of which is service quality of health workers with satisfaction of outpatients at Kartini Hospital, Mojokerto. This study used a quantitative analytic design with a cross sectional approach. The population was all unhospitalited patients who had received services the internal medicine poly at Kartini Hospital, Mojokerto with a total of 156 respondents. The sample used Simple Random Sampling totaling 112 respondents. Independent variables is service quality. The dependent variable is satisfaction. Data analysis using Chi square. . Based on the results of the Test analysis, it shows that the variable that most influences patient satisfaction is the variable service quality with a p-value of 0.008 <0.05, so H0 is rejected and H1 is accepted, so it can be concluded that there is a significant relationship between the quality of health care workers and satisfaction.Understanding the needs and desires of patients is an important factor that affects patient satisfaction. Satisfied patients are a very valuable asset because if patients are satisfied they will continue to use the service of their choice, but if patients are not satisfied they will tell twice as much to others about their bad experience. To create patient satisfaction, hospitals must create and manage a system to obtain more patients and the ability to retain patients by improving the quality of service.

Peran Kepuasan Pasien sebagai Variabel Mediasi Pengaruh Mutu Pelayanan terhadap Loyalitas Pasien

2018 ◽  
Vol 2 (4) ◽  
pp. 543-552
Author(s):  
Ginka Vigaretha ◽  
Oktia Woro Kasmini Handayani
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Cross Sectional ◽  
Purposive Sampling ◽  
Outpatient Visits ◽  
Patient Loyalty ◽  
Customer Satisfaction Survey ◽  
Cross Sectional Design

Abstrak Cakupan kunjungan pasien rawat jalan di RSUD dr. Soediran Mangun Sumarso pada bulan Oktober tahun 2017 sebanyak 12.975 pasien, bulan November sebanyak 12.259 pasien, dan bulan Desember hanya 12.149 pasien. Hasil survei kepuasan pelanggan menunjukkan angka 75,08% (Kurang Baik). Tujuan dari penelitian ini adalah untuk mengetahui pengaruh antara mutu pelayanan terhadap loyalitas pasien, mutu pelayanan dengan kepuasan pasien, kepuasan pasien terhadap loyalitas pasien serta untuk mengetahui apakah kepuasan pasien dapat memediasi hubungan antara mutu pelayanan dengan loyalitas pasien. Penelitian dilakukan pada bulan Mei tahun 2018. Jenis penelitian ini adalah deskriptif analitik dengan rancangan studi cross sectional, dilengkapi kajian kuantitatif dengan wawancara menggunakan kuesioner. Sampel sebesar 106 orang dengan menggunakan teknik Purposive Sampling. Pengumpulan data menggunakan kuesioner. Metode analisis data menggunakan Uji Regresi Linier Berganda dan Analisis Jalur dengan menggunakan SPSS. Hasil penelitian menunjukkan ada pengaruh antara mutu pelayanan terhadap loyalitas (Sig.=0.020), mutu pelayanan terhadap kepuasan (Sig.=0,000), kepuasan terhadap loyalitas (Sig.=0,000) dan kepuasan dapat memediasi hubungan antara mutu pelayanan dengan loyalitas. (0,339>0,267).   Abstract Coverage of outpatient visits in hospitals dr. Soediran Mangun Sumarso in October 2017 are 12,975 patients, November are 12,259 patients, and December only 12,149 patients. The result of customer satisfaction survey showed 75.08% (Less Good). The purpose of this study was to determine the effect between service quality to patient loyalty, service quality to patient satisfaction, patient satisfaction to patient loyalty and to know whether patient satisfaction can mediate the relation between service quality to patient loyalty. This research was conducted in May 2018. The type of this research is descriptive analytical with cross sectional design, completed by quantitative analysis by interview using questionnaire. Number of samples of 106 respondents, the sampling technique is Purposive Sampling. Data was collected used is a questionnaire. Data analysis using Multiple Linear Regression and Path Analysis using SPSS. The result of research shows that there is influence between service quality to loyalty (Sig.=0,020), quality of service to satisfaction (Sig.=0,000), satisfaction to loyalty (Sig.=0.000) and satisfaction can mediate relationship between service quality and loyalty. (0.339>0.267).  

scholarly journals Indeks Kepuasan Pasien BPJS Kesehatan Terhadap Pelayanan Rumah Sakit Mata Masyarakat Jawa Timur

2016 ◽  
Vol 4 (2) ◽  
pp. 77
Author(s):  
Alya Hazfiarini ◽  
Ernawaty Ernawaty
Keyword(s):  
Quality Control ◽  
Patient Satisfaction ◽  
Services Quality ◽  
Quality Of Services ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Number Of Patients ◽  
Cross Sectional Design ◽  
Index Service

Quality control is an essential part in delivering health services, especially under the implementation of national health insurance nowsdays. Particularly for health facilities, it is a crucial to control its services quality as it is a requirment in establishing a partnership with BPJS Kesehatan. Community Eye Hospital East Jawa has been worked with BPJS Kesehatan for years. The number of BPJS Kesehatan patients was more than 50% from total number of patients on August 2015 – January 2016. The aims of this study is to analyse the satisfation of BPJS Kesehatan patients towards the services of the hospital using 14 indicators which adopted from Kepmenpan No. Kep/25/M.PAN/2/2004. The study applied observational analysis with cross sectional design and accidental sampling. The overall indicators measurements pointed out that the quality of services of the hospital falled into excellent category (Satisfaction index / IKM = 82,32). However, there are 5 of 14 indicators, namely, speed of delivering a service, identity of hospital official, fairness in getting service, hospital amenities and service safety had the lowest mean score (NRR). Therefore, the study suggets the hospitals to improve its performance on those lowest five indicators especially its current queuing system because this is the most complaint from the patients.Keywords: BPJS Kesehatan patient, satisfaction index, service quality

Rorschach-CS Scores of Six Groups of Patients

2013 ◽  
Vol 34 (1) ◽  
pp. 24-55 ◽  
Author(s):  
Caspar C. Berghout ◽  
Jolien Zevalkink ◽  
Abraham N. J. Pieters ◽  
Gregory J. Meyer
Keyword(s):  
Mental Health ◽  
Health Care ◽  
Health Care Organizations ◽  
Total Sample ◽  
Psychoanalytic Psychotherapy ◽  
Cross Sectional ◽  
Treatment Groups ◽  
Treatment Type ◽  
Psychotherapy Groups ◽  
Cross Sectional Design

In this study we used a quasiexperimental, cross-sectional design with six cohorts differing in phase of treatment (pretreatment, posttreatment, 2-year posttreatment) and treatment type (psychoanalysis and psychoanalytic psychotherapy) and investigated scores on 39 Rorschach-CS variables. The total sample consisted of 176 participants from four mental health care organizations in The Netherlands. We first examined pretreatment differences between patients entering psychoanalysis and patients entering psychoanalytic psychotherapy. The two treatment groups did not seem to differ substantially before treatment, with the exception of the level of ideational problems. Next, we studied the outcome of psychoanalysis and psychoanalytic psychotherapy by comparing the Rorschach-CS scores of the six groups of patients. In general, we found significant differences between pretreatment and posttreatment on a relatively small number of Rorschach-CS variables. More pre/post differences were found between the psychoanalytic psychotherapy groups than between the psychoanalysis groups. More research is needed to examine whether analyzing clusters of variables might reveal other results.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

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