scholarly journals External and Internal Customer Perceptions on Quality of Health Services at the Dental and Oral Hospital of Mahasaraswati University Denpasar

2020 ◽  
Vol 5 (2) ◽  
pp. 48-59
Author(s):  
Made Leonita Purnama Dewi ◽  
Rina Listyowati ◽  
Nyoman Mangku Karmaya
Keyword(s):  
Problem Solving ◽  
Health Services ◽  
Individual Characteristics ◽  
P Value ◽  
Internal Customer ◽  
Customer Perceptions ◽  
Internal Customers ◽  
Personal Interaction ◽  
Quality Of Health Services

Oral and dental health problems in Bali are still relatively high at 57.6%. As the only specialized dental hospital in Bali, RSGM needs to always maintain and improve the quality of health services, so as to increase people's desire for dental and oral care. This research was conducted to determine the quality of health services at the RSGM Mahasaraswati University Denpasar from the perspective of external and internal customers based on the five dimensions of Dabholkar, to find out the differences perceptions of external and internal customers based on the five dimensins of Dabholkar and their individual characteristics. This research is a cross sectional analytic. The sample was measured using a questionnaire with sample size of 112 external customers and 129 internal customers. The perception of external and internal customers on the quality of health services at the RSGM Mahasaraswati University Denpasar was mostly good: external customers (50.9%) and internal customers (52.0%). The results of statistical test analysis using chi-square (α=5%; p-value ≤0.05) found that there were differences in perception between external and internal customers in physical aspects (0.04) and policy (0.00); there were differences in perception of the age characteristics (0,00) and the level of education (0,03). External customer perceptions on the physical aspects, reliability, personal interaction, and problem solving were good, but in the policy dimension they had poor perceptions. Internal customers had good perceptions on the aspects of reliability, personal interaction, problem solving and policies, but on the physical aspects they had poor perceptions. Based on the age characteristics, there was a difference in perception; aged <28 years had a good perception, while those aged ≥28 years had less perception. RSGM Mahasaraswati Denpasar University needs to improve the quality of health services, especially in the physical and policy aspects so that can meet customer expectations.  Key words: External and internal customer perception, quality of health services

scholarly journals Analysis of Lut Tawar Health Center Service Quality on Outpatient Patient Satisfaction in Central Aceh Regency

2021 ◽  
Vol 2 (2) ◽  
pp. 50-58
Author(s):  
Asriwati Amirah ◽  
Mappeaty Nyorong ◽  
Wahyu Fatrah Nananda
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Physical Condition ◽  
Secondary Data ◽  
Primary Data ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The purpose of this study was to find out what aspects were related to the quality of service at the Lut Tawar Health Center to the Satisfaction of Outpatients in Central Aceh Regency. The research design used in this study was Cross Sectional. The population in this study was 7,507 people and the samples taken by accidental sampling were 99 people. Data collection methods are primary data and secondary data. Analysis of the data used is a binary logistic regression test. The results showed that the physical condition had a sig-p value of 0.004 < 0.05, reliability sig-p 0.004 < 0.005, and a sig-p guarantee of 0.030 < 0.05, which means that it has a relationship with the quality of health services, while responsiveness has no relationship to the quality of health services because it has a sig-p value of 0.173 > 0.05 and concern has no relationship to the quality of health services because it has a sig-p value of 0.893 > 0.05. The most dominant aspect related to service quality is the variable of physical condition p = 0.004 <0.05. The conclusion in this study is that there is a relationship between physical condition, reliability, and assurance on the quality of Community Health Center (puskesmas) services, while the responsiveness and caring variables have no relationship to the quality of puskesmas services.

scholarly journals MUTU PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN DI PUSAT KESEHATAN ANGKATAN DARAT (PUSKESAD) POLKES KABUPATEN TAKALAR

2018 ◽  
Vol 3 (2) ◽  
pp. 102
Author(s):  
Ali Imran Thamrin ◽  
Andi Alim Bagu ◽  
Yuliana Baharuddin
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Health Services ◽  
Health Center ◽  
Service Providers ◽  
Bivariate Analysis ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The quality of  health services is one of main focus for community. Awareness of the quality of health services is increasing with the demand for improving the quality from service providers and  community as a service user. The quality of health services greatly affects patient satisfaction. The design of this study is analytic survey research with cross sectional approach. The purpose of this study  is to know the relation of quality of health service to patient satisfaction at Army Health Center (PUSKESAD) POLKES of Takalar Regency in 2017. The research is conducted at Army Health Center (PUSKESAD) POLKES Takalar District. The sample in this study are patients who treated at the Army Health Center (PUSKESAD) POLKES Takalar District in June of 2017 as many as 94 people using a simple random sampling technique. Data analysis in this research is univariate and bivariate analysis using chi square test. The results showed that there was a significant correlation between health service quality based on indicator physical appearance, reliability, responsiveness, assurance, and empathy with patient satisfaction with each p value = 0,000. It is hoped  that the Army Health Center (PUSKESAD) POLKES can improve the quality of health services and the confidence of patients in utilizing health services more increase.

scholarly journals Faktor-Faktor yang Berhubungan dengan Kinerja Perawat di Rumah Sakit Islam PDHI Yogyakarta

2017 ◽  
Vol 1 (1) ◽  
pp. 30
Author(s):  
Supriadi Supriadi
Keyword(s):  
Job Satisfaction ◽  
Health Services ◽  
Work Environment ◽  
Work Ethic ◽  
Health Workers ◽  
P Value ◽  
Nursing Services ◽  
Quality Of Health Services ◽  
Quality Of Nursing

Background: The era of globalization requires hospitals to improve the quality of health services. Efforts to improve the quality of health services can not be separated from efforts to improve the quality of nursing services because nurses are the most numerous health workers in hospitals that provide continuous service for 24 hours. The quality of nursing services describes the performance of nurses. The performance of a nurse can be judged by the quality of nursing care given to the patient. The performance of nurses can be influenced by various factors such as motivation, work ethic, work environment, competence, job satisfaction. Objective: The general objective of this research is to know factors related to Nurse Performance at Yogyakarta Islamic Hospital PDHI. And the specific objective of this research is to know the relationship motivation, work ethic, work environment, competence, job satisfaction with performance Nurse at Yogyakarta Islamic Hospital PDHI. Method: The research design  in this research is descriptive correlation research with cross sectional approach. Population in this research is Nurses at Yogyakarta Islamic Hospital PDHI amounted to 128 people. Sampling technique used was purposive sampling with inclusion and exclusion criteria obtained by a sample of 51 respondents. Data analysis used statistical test of kendall’s tau and multiple linear regression with significance level 5%. Result : Result of research got all variable that is motivation, work ethic, work environment, competence and job satisfaction influence nurse performance with p value 0,011, 0.000, 0,018, 0.000, 0.000 (P <0.05). Multivariate test obtained sig value. 0.000, which means simultaneously independent variables associated with the performance of nurses.

scholarly journals Analysis of the Relationship of the Quality of Health Services Review Interest and Bed Occupancy Rate

2021 ◽  
Vol 2 (1) ◽  
pp. 35-42
Author(s):  
Rima Khalila ◽  
Pairi A ◽  
Ginting M
Keyword(s):  
Multivariate Analysis ◽  
Health Services ◽  
Dominant Factor ◽  
P Value ◽  
Occupancy Rate ◽  
Bed Occupancy ◽  
Physical Evidence ◽  
Quality Of Health Services ◽  
The Relationship

The purpose of this study was to determine the relationship between the quality of health services and the interest in repeat visits and to analyze the relationship with the value of the Bed Occupancy Rate (BOR) in the VIP room of the Datu Beru Takengon Regional General Hospital in 2020. The research design used an analytic survey with a cross sectional design. The population of patients treated in the VIP Room of the Datu Beru Takengon Hospital was 105 people. The sampling technique used accidental sampling. The number of samples to be studied was 77 people. Data analysis was performed by univariate, bivariate and multivariate analysis. Base on the results of the research on the reliability variable obtained p-value = 0.001, responsiveness = 0.002, assurance = 0.017, empathy = 0.003, physical evidence = 0.002 <0.05, meaning that there is an influence between reliability, responsiveness, assurance, empathy, physical evidence of interest. revisit and it is related to the Bed Occupancy Rate (BOR). The results of multivariate analysis showed that the most influential variable in this study was the variable of empathy with an Exp (B) value of 12.048. The conclusion is that there is a relationship, reliability, responsiveness, assurance, empathy for re-visit interest and the value of the Bed Occupancy Rate BOR, the results of the multivariate analysis show that the most dominant factor is the variable of empathy.

scholarly journals THE RELATIONSHIP BETWEEN THE QUALITY OF HEALTH SERVICES REGARDING THE LEVEL OF PATIENTS SATISFACTION PATIENTS IN THE PUSKESMAS SINDANG BARANG BOGOR

2020 ◽  
Vol 11 (2) ◽  
pp. 81-90
Author(s):  
Deden Deden Nurjaman
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Community Health ◽  
Health Center ◽  
Community Health Center ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services ◽  
The Relationship

Based on the results of a preliminary study conducted on January 15, 2018 regarding the level of patient satisfaction with the quality of care at Sindang Barang Community Health Center in January 2018 out of 10 patients interviewed, 7 patients expressed dissatisfaction with the realible and responsive service quality at Sindang Barang Health Center and 3 other patients stated satisfied with the realible and responsive services available at the Sindang Barang Health Center. Of the 7 patients who expressed dissatisfaction with the Sindang Barang Community Health Center services 6 of them stated that the quality service of Sindang Barang Public Health Center was less than the five service quality (tangible, realible, responsive, assurance, empathetic) and 1 patient said from the five good quality services (tangible, realible) , responsive, assurance, empathy).This research was conducted at the Sindang Barang Health Center in Bogor Regency. The purpose of this study was to determine the relationship between the quality of health services and the level of outpatient satisfaction at the Sindang Barang health center in Bogor regency in 2018. The type of research the researchers conducted was analytic research with a quantitative analysis method with a cross sectional design. The results in this study are known as kendall’s tau results, namely p value = 0,000 which means that the p value ≤ 0.05 Ho is rejected, Ha is accepted so there is a relationship between service quality and outpatient satisfaction in Sindang Barang Health Center in 2018.

scholarly journals Determinan Perilaku Petugas Keperawatan Dalam Penanganan Pasien Di Instalasi Gawat Darurat

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Iwan Shalahuddin ◽  
Ahmad Yamin ◽  
Sandra Pebrianti
Keyword(s):  
Health Services ◽  
Social Institutions ◽  
Standard Operating Procedure ◽  
P Value ◽  
Cross Sectional ◽  
Number Of Patients ◽  
First Aid Training ◽  
Quality Of Health Services ◽  
The Government

ABSTRAKMutu dan kualitas pelayanan kesehatan yang diberikan kepada masyarakat harus menjadi suatu alat ukur, guna mendapatkan penilaian yang baik dan positif dari masyarakat, karena mutu dan kualitas pelayanan kesehatan dipengaruhi oleh ada tidaknya kritikan dan keluhan dari pasien, lembaga sosial, swadaya masyarakat dan bahkan pemerintah sekalipun. dalam pelaksanaannya tidak terlepas dari perilaku seorang profesi perawatan yang memberikan pelayanan langsung pada pasien/penderita yang sesuai dengan determinan Standar Operasional Prosedur (SOP). Tujuan penelitian untuk mengidentifikasi determinan perilaku petugas dalam penanganan pasien di Instalasi Gawat Darurat (IGD). Rancangan penelitian yang digunakan dengan metodologi analitik korelasi melalui survey analitik dengan design cross sectional. Populasi pada penelitian ini adalah seluruh perawat yang bertugas di IGD sebanyak 26 orang (total populasi). Hasil penelitian ditemukan adanya hubungan antara determinan perilaki petugas keperawatan dalam penanganan pasien di IGD, dengan p-Value (0,014), variabel pelatihan Pertolongan Pertama pada Gawat Darurat (PPGD) (0,004), variabel persepsi ketersediaan sarana (0,005), variabel persepsi jumlah pasien (0,005), variabel persepsi management (0,004) dan variabel persepsi kesejahteraan (0,005). Sedangkan variabel umur, jenis kelamin dan tingkat pendidikan responden tidak memiliki hubungan terhadap penanganan pasien di IGD ABSTRACTThe quality of health services provided to the community must be a measuring tool, in order to get a good and positive assessment from the community, because the quality of health services is influenced by the presence or absence of criticism and complaints from patients, social institutions, non-governmental organizations and even the government . in its implementation can not be separated from the behavior of a care profession that provides direct services to patients / sufferers in accordance with the determinants of the Standard Operating Procedure (SOP). The purpose of the study was to identify the determinants of the behavior of officers in handling patients in the Emergency Installation. The study design was used with correlation analytic methodology through analytic survey with cross sectional design. The population in this study were all nurses who served in the emergency room of RSU Dr..Slamet Garut as many as 26 people (total population). The results of the study found a relationship between the determinants of behavior of nursing staff in the handling of patients in the Emergency Installation, with p-Value (0.014), variable Emergency First Aid training (0.004), perception of availability of facilities (0.005), perception variable number of patients (0.005), perception management variable (0.004) and welfare perception variable (0.005). While the variables of age, sex and education level of respondents did not have a relationship to the handling of patients in the Emergency Installation. 

scholarly journals Performance and Attitude of Dental Poly Officers with Patient Satisfaction on JKN Era in Panembahan Hospital Bantul Yogyakarta

2019 ◽  
Vol 6 (2) ◽  
pp. 141-146
Author(s):  
Naufal Rachmanda ◽  
Edi Sumarwanto ◽  
Ayu Kristin Rakhmawati
Keyword(s):  
Patient Satisfaction ◽  
Health Insurance ◽  
Health Services ◽  
National Health Insurance ◽  
National Health ◽  
P Value ◽  
Cross Sectional ◽  
A Value ◽  
Quality Of Health Services

Panembahan Senopati Hospital is a referral hospital. In the government program in the form of the National Health Insurance (JKN), most people who seek treatment at Panembahan Senopati District Hospital have health insurance. The ineffectiveness of the referral system in Indonesia has an impact on the accumulation of patients in advanced health facilities, resulting in a decline in the quality of health services provided. The main indicator of knowing hospital standards is patient satisfaction with services from the hospital. Various facts show that there are serious problems in the quality of health services in Indonesia. This is due to the absence of the best quality control system that can be applied. To determine the level of satisfaction of National Health Insurance (JKN) patients with the quality of health services provided by dental clinic officers at Panembahan Senopati Hospital. Descriptive analytic observational with a cross sectional study design. The population in this study were patients who received dental and oral health services. Samples were taken using 86 accidental sampling techniques. Data was collected using a questionnaire consisting of 14 structured question items based on the performance and attitude of dental clinicians. Data analysis using the Chi-Square test followed by logistic regression test. From the results of multivariate analysis, the P value of 0.035 performance is significant and has a greater chance of 10,588 times compared to performance that is not appropriate. P value of 0.023 attitude is significant and has a 4.315 times the opportunity compared to attitudes that do not include 3 components. Factors related to satisfaction include intelligence, skills. emotional stability, a person's characteristics include attitudes, personal traits, physical traits, desires and motivation. There is a relationship between the performance and attitude of dental clinicians that performance is a variable X which is more influential with a value of P = 0.035 compared with attitude with a value of P = 0.023 to the variable Y about patient satisfaction of dental dentists.

scholarly journals Relationship between Quality of Health Services and Satisfaction of National Health Insurance Participant in the District Hospital of North Buton in 2018

MEDULA ◽  
2019 ◽  
Vol 6 (3) ◽  
Author(s):  
Asmarani Dian Pratiwi ◽  
Nina Indriyani N ◽  
Erik Astrada ◽  
Rhenislawaty Rhenislawaty
Keyword(s):  
Health Insurance ◽  
Health Services ◽  
National Health Insurance ◽  
National Health ◽  
District Hospital ◽  
P Value ◽  
Cross Sectional ◽  
Spearman Rank ◽  
Quality Of Health Services

ABSTRACTLatar Belakang: Kualitas layanan kesehatan merupakan upaya yang dilakukan oleh petugas kesehatan, dokter, perawat, dan paramedis lainnya dalam hal memenuhi kebutuhan dan keinginan pelanggan dan penyediaan pengiriman untuk mengimbangi harapan pelanggan. Kualitas layanan kesehatan  yang  diberikan  terdiri  dari  aspek  bukti  fisik,  keandalan, daya  tanggap,  jaminan  danempati. Tujuan Penelitian: Tujuan penelitian ini adalah untuk mengetahui hubungan kualitas pelayanan kesehatan dengan kepuasan peserta Asuransi Kesehatan Nasional di RSUD Buton Utara. Metode Penelitian: Penelitian ini menggunakan metode analitik-observasional dengan pendekatan cross sectional. Populasi penelitian ini adalah pasien yang berpartisipasi dalam Asuransi Kesehatan Nasional di Rumah Sakit Kabupaten  Buton Utara  dari Agustus hingga September 2018 dengan populasi 64. Dengan sampel 55 sampel diambil menggunakan metode accidental sampling. Data tentang kualitas layanan dan kepuasan pasien diperoleh melalui kuesioner. Analisis data menggunakan metode uji korelasi Spearman rank dan dianggap signifikan jika p <0,05. Hasil Penelitian: Hasil penelitian menunjukkan bahwa ada hubungan yang signifikan antara kualitas layanan dan kepuasan pasien. Hal ini dapat dilihat dari dimensi reliabilitas, yaitu p -value 0,000 (<0,05), dari dimensi responsi yaitu p-value 0,000 (<0,05), dimensi jaminan adalah p-value 0,000 (<0,05)), dan dari dimensi empati itu adalah nilai p-value 0,000 (<0,05) sedangkan pada dimensi buktifisik yang diperoleh p-value adalah 0,000 (<0,05). Dalam penelitian ini diperoleh responden yang menyatakan puas dengan pelayanan kesehatan dengan persentase 80,0% sedangkan mereka yang menyatakan ketidakpuasannya dengan persentase 20,0%. Simpulan: simpulan dari penelitian ini, terdapat hubungan antara kualitas pelayanan dan kepuasan peserta Asuransi Kesehatan Nasional di RSUD Buton Utara. Kata Kunci: bukti fisik, jaminan, keandalan, kepuasan pasien, pasien JKN

Assessing Social Skills in Health Professional Services

2005 ◽  
Vol 21 (3) ◽  
pp. 173-181
Author(s):  
Francisco Gil ◽  
Jesús Sanz ◽  
María Paz García-Vera ◽  
José M. León ◽  
Silvia Medina ◽  
...  
Keyword(s):  
Social Skills ◽  
Health Services ◽  
Health Professional ◽  
Aggressive Behavior ◽  
Psychometric Properties ◽  
Internal Consistency ◽  
Intervention Program ◽  
Professional Services ◽  
Quality Of Health Services

Abstract. The quality of health services depends on the contribution of all the professionals involved in the system, including certain groups, usually forgotten and underrated, such as the health-transport technicians (HTT). With the aim of improving this group's performance, an intervention program, focusing on the development of the workers' technical and social skills, was designed in a collective of enterprises. Information about the first stage of this program, consisting of the assessment of these workers' social skills, is offered in this study. A specific questionnaire was developed: The Health-Transport Technicians Social Skills Questionnaire (HTT-SSQ), made up of three scales (assertive, passive, and aggressive behavior). It was administered to a large sample (N = 530) from the above-mentioned association. The psychometric properties of the questionnaire were analyzed, with quite satisfactory indexes of internal consistency and factor validity, and the group's deficiencies (excess or deficit) were evaluated.

New Insights into the Supply and Quality of Health Services in Indonesia

2010 ◽  
Author(s):  
Claudia Rokx ◽  
John Giles ◽  
Elan Satriawan ◽  
Puti Marzoeki ◽  
Pandu Harimurti
Keyword(s):  
Health Services ◽  
Quality Of Health Services
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