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

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

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.

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

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.

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

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

<p><em>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 &lt;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.</em></p><p><em><br /></em></p><p><em>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 &lt; 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.</em></p>

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

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.

scholarly journals Pengaruh Kualitas Pelayanan, Kepuasan, Trust, Brand Equity, Hospital Image dan Komitmen terhadap Loyalitas Pasien Umum

2021 ◽  
Vol 3 (2) ◽  
Author(s):  
Yolanda Anastasia Sihombing
Keyword(s):  
Structural Equation Model ◽  
Brand Equity ◽  
Structural Equation ◽  
Services Quality ◽  
Equation Model ◽  
Quality Of Services ◽  
Good Service ◽  
Cross Sectional ◽  
Influence Variable

The competition of bussines in hospital  nowdays has been entering an era of high competition. Where all the hospital  are trying to compete in maintaining the costumer they had. These experiment is intend to analyze the impression of good service, satisfactory, trust, commitment, brand equity, hospital  image toward the outpatient. The method of research that used is quantitative with the design of cross-sectional. The analyze method(SEM) with smart PLS 2.0 an SPSS 18. The result of hipotesis resting using Structural Equation Model SEM is the loyality of outpatient in RS kesdam Cijantung is affected by the quality of services (23.19%) satisfactory(18.27%) trust(11.08%) commitment (6.28%) brand equaty (15.58%) and hospital  image (9.35%) this is a direct influences (83.86%) while the indirect influence is (0.87%). The result of this analyze model explained (71.95%) of vary data and able to review fenomena that used in research, in contrary (28.05%) is explained as difficult component in this experiment. In conclusion toward this  research that the services quality is the most influence variable that effect patient loyality.

scholarly journals PERSEPSI PASIEN ATAU KELUARGANYA TERHADAP MUTU PELAYANAN UNIT GAWAT DARURAT

2015 ◽  
Vol 7 (3) ◽  
Author(s):  
Starry H. Rampengan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Public Hospital ◽  
Quality Of Services ◽  
Emergency Unit ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Poor Families ◽  
Response Capacity

Abstract: Prof. Dr. R.D. Kandou General Hospital in Manado is an A-class public hospital with a capacity of 745 beds. About 80% of hospitalization comes from the Emergency Unit. Until now, complaints are still found in the suggestion box as well as from mass media about the unsatisfied patients. To date, there is no study that can be justified regarding the complaints of those patients. This study aimed to analyze the level of patient satisfaction in order to maintain the quality of services at the Emergency Unit. The study was conducted between September to December 2013 as a cross-sectional prospective study in eligible 98 patients who visited the Emergency Unit Department of Prof. Dr. R.D. Kandou Hospital. By using SERVQUAL dimension associated with the level of patients’ satisfaction, a data collection of visitors at the Emergency Unit was obtained. The results showed that the overall perception of patients or their families on the quality of service at the Emergency Unit was 82.33%. However, one of components in SERVQUAL dimension (quality of service) had the lowest score, i.e. on the dimension of response capacity including prompt or immediate service provided for customers. Patients who came from poor families got the highest score (112.74) on all kinds of SERVQUAL dimension.Keywords: patient satisfaction, quality of service, patient perceptionAbstrak: RSUP Prof. Dr. R.D. Kandou Manado merupakan salah satu rumah sakit milik pemerintah, tergolong kelas A dengan kapasitas 745 tempat tidur. Sebanyak 80% pasien rawat inap berasal dari Unit Gawat Darurat RSUP. Walaupun melayani seluruh strata sosial ekonomi dan juga sebagai rujukan pasien miskin dan terlantar, hingga saat ini masih dijumpai keluhan melalui kotak saran dan media massa yang menyangkut ketidakpuasan pasien tersebut. Belum ada penelitian yang dapat dipertanggungjawabkan menyangkut berbagai keluhan pasien tersebut. Penelitian ini bertujuan untuk membuat analisis yang menyangkut tingkat kepuasan pasien agar dapat menjadi masukan dalam merumuskan kebijakan upaya menjaga mutu pelayanan di UGD. Penelitian ini dilakukan di RSUP Prof. Dr. R. D. Kandou pada periode waktu September-Desember 2013 dengan desain potong lintang terhadap 98 pasien UGD yang memenuhi syarat penelitian. Dengan menggunakan dimensi SERVQUAL yang dikaitkan dengan tingkat kepuasan pasien, dilakukan pengumpulan data pengunjung UGD selama periode tertentu. Persepsi pasien terhadap pelayanan akan baik bila tingkat kepuasan pasien tinggi. Persepsi pasien atau keluarganya terhadap mutu pelayanan UGD secara keseluruhan sebesar 82,33%. Pada salah satu unsur dimensi SERVQUAL (mutu pelayanan) dengan nilai paling rendah yaitu dimensi daya tanggap meliputi antara lain pelayanan yang segera atau cepat bagi pelanggan. Pasien dengan status gakin mendapatkan skor yang tinggi (112,74) terhadap semua dimensi SERVQUAL.Kata kunci: kepuasan pasien, mutu pelayanan, persepsi pasien

scholarly journals Association between Patient Satisfaction and the Willingness to Return for Rehabilitation- A Pilot Study

2021 ◽  
Vol 14 (1) ◽  
pp. 455-461
Author(s):  
Nguyen Thi Thu Thao ◽  
Trinh Thanh Xuan ◽  
Nguyen Bao Tran ◽  
Bui Thi Huong ◽  
Nguyen Tuan Anh ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Cross Sectional Study ◽  
Average Score ◽  
Multivariate Logistic Regression ◽  
Cost Of Treatment ◽  
Cross Sectional ◽  
Rehabilitation Treatment ◽  
Satisfaction Index

Background: Patient satisfaction has played an important role in the development of health systems. However, the information on patient satisfaction and the returning of the patients for rehabilitation is limited. This study aims to explore the role of different domains in patient satisfaction with the willingness to return for further rehabilitation. Methods: The cross-sectional study was conducted among all 163 patients who were treated at different departments but needed a combination of treatment with rehabilitation at Viettiep hospital, Haiphong city. The Patient Satisfaction Index (PSI) Questionnaire was applied to record the average score of satisfaction. Multivariate logistic regression was used to determine the association between each domain of the PSI and the return for rehabilitation treatment. Results: Among the PSI scale, the strongest correlation was observed between the attitude of medical staff and the equipment and infrastructure of the hospital (r=0.305). The linear regression model indicated that patient satisfaction was associated significantly with the willingness to return for further rehabilitation (OR= 58.442). There were significant associations between the accessibility, equipment and infrastructure, quality of care and treatment, and cost of treatment with the returning for treatment of the patients. Conclusion: The patient satisfaction regarding individual domains should be considered in more detail in order to enhance the rehabilitation treatment of patients after discharging them from the hospital.

scholarly journals Evaluation of Service Quality From the Patients’ Viewpoint in the Oncology Setting of a University Hospital in Iran

2020 ◽  
Vol 13 (7) ◽  
Author(s):  
MohamadMehdi Derisi ◽  
Maryam Mohseny ◽  
Hamidreza Mirzaei ◽  
Amir Zamani ◽  
Alireza Mosavi Jarrahi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Expectations ◽  
T Test ◽  
Influential Factor ◽  
University Hospital ◽  
Quality Of Services ◽  
Healthcare Organizations ◽  
Cross Sectional

Background: Hospitals are one of the most important units in providing healthcare services. The assessment of the quality of provided services is essential in these settings. Patient satisfaction is one of the key indicators of service quality in healthcare organizations. Objectives: This study aimed at investigating the gap between the perceptions and expectations of service recipients in Shohada-e-Tajrish Hospital (Tehran, Iran), using the SERVQUAL model in 2020. Methods: This cross-sectional study was conducted on patients with cancer, who were upon discharge from Shohada-e-Tajrish Hospital. Patients (> 18 years) with a cancer diagnosis, who were being discharged from the oncology ward of the hospital, were included in this study. The sample size was estimated at 118. The required information was collected, using the modified SERVQUAL questionnaire. Statistical analyses were performed in SPSS version 20, using a paired t test and one-sample t-test. Results: The results showed that the quality of the provided services from the patients’ perspective was significantly lower than their expectations. The mean gap between the expectations and perceptions of patients was significantly above zero (P < 0.001). The most influential factor in improving patient satisfaction with the quality of services was assurance, followed by reliability, while the least effective factor was empathy. The correlation coefficient between the general status of provided services from the patients’ point of view and loyalty was 0.740 (P < 0.001). Conclusions: The findings of the present study indicated that patient expectations were higher than their satisfaction. Therefore, hospital authorities should take major steps to improve the quality of services, especially reliability and responsiveness, through proper planning, prioritization of services, and review of processes contributing to patient expectations. The existing gaps can also be addressed by considering the perspectives of patients as the clients of healthcare organizations.

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