scholarly journals Measuring Inpatients Level of Satisfaction about Health Services Provided by Zakho Governmental Hospitals

2017 ◽  
Vol 5 (1) ◽  
pp. 221
Author(s):  
Basheer A. Abdi ◽  
Dlofan A. Salman
Keyword(s):  
Health Services ◽  
General Hospital ◽  
Maternity Hospital ◽  
Quality Of Services ◽  
Important Indicator ◽  
Patient’S Satisfaction ◽  
Emergency Hospital ◽  
Patients Satisfaction ◽  
Level Of Satisfaction

Background and aim: Patient’s satisfaction is a central element in the evaluation of health care services and it's an important indicator for measuring the quality of services and regarded as a component of performance improvement. The aim of present research was to measure patients’ satisfaction about health services in Zakho's hospital. Methodology: Descriptive study was conducted in Zakho's hospital. 248 patients were selected from Zakho general hospital, maternity hospital and emergency hospital in Zakho city which are the only hospitals that can receive inpatients in discrete. A validated questionnaire was used to measure patients’ satisfaction about health services by interviewing them on day of discharge. Results: the results of present study in Zakho’s hospitals (Zakho General Hospital, Emergency Hospital and Maternity Hospital) showed moderate level of satisfaction with health services that provided to them as overall results were (3.56 out of 5). With highest level of satisfaction in Zakho general hospital and lowest level in emergency hospital. Conclusion: the results indicate the need for further efforts should spend to overcome weakness and barriers for provision of better quality of services and enhance better satisfaction. the results also suggest that serious and effective pains are necessary to increase patient's satisfaction in Emergency hospital.

scholarly journals Analysis of an Effect Quality Pharmaceutical Services on the Satisfaction of Patients in Royal Prima Public Hospital Medan

2021 ◽  
Vol 8 (1) ◽  
pp. 20-28
Author(s):  
Fanny Yaren Sitompul ◽  
Sri Wahyuni Nasution ◽  
Chrismis Novalinda Ginting
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Public Hospital ◽  
Direct Evidence ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Pharmacy Services ◽  
Patient’S Satisfaction

Based on a predecessor survey conducted by researchers of 30 outpatients at the Royal Prima Medan Hospital in July 2019, it showed that out of 30 patients, 23 patients expressed dissatisfaction with the quality of service and availability of drugs at the Pharmacy Installation of the Royal Prima Medan General Hospital. Where the patient's satisfaction states that there is still a lack of direct evidence (tangibles), reliability, responsiveness, assurance (assurance), empathy, hospitals and employees of outpatients at Royal Prima Hospital, Medan. This paper described Knowing the Analysis of the Effect of Pharmacy Service Quality on Outpatient Satisfaction at the Royal Prima Medan General Hospital in 2019. There is an effect of the quality of pharmaceutical services (appearance, reliability, responsiveness, assurance, and empathy) on outpatient satisfaction at Royal Prima Medan General Hospital. 2019. It is hoped that the pharmacy installation of the Royal Prima Medan General Hospital will improve the quality of services that are more optimal to achieve maximum patient satisfaction values. If the quality of pharmacy services at Royal Prima Medan General Hospital is improved, patient satisfaction will also increase. Keywords: Quality of Pharmacy Services and Patient Satisfaction.

scholarly journals Evaluating Patients’ Level of Satisfaction on the Quality of Health Services in Ekiti State University Teaching Hospital, Ado-Ekiti Nigeria

2021 ◽  
pp. 79-90
Author(s):  
Esther Abosede Bamise ◽  
Alaba Tolulope Agbele ◽  
Cecilia Olajumoke Adebayo
Keyword(s):  
Quality Of Care ◽  
Health Services ◽  
Waiting Time ◽  
University Teaching ◽  
Satisfaction Level ◽  
State University ◽  
Patients Satisfaction ◽  
Level Of Satisfaction ◽  
Quality Of Health Services

Aims: To evaluate patients’ level of satisfaction on the quality of healthcare received by focusing on waiting time due to its level of importance. Studies have shown that a good healthcare system contributes immensely to the growth of a thriving economy, because patients’ satisfaction is the major indicator of quality healthcare. Study Design: A descriptive cross-sectional study was employed by using a structured questionnaire coupled with interview session. These was considered appropriate for data gathering in the overall outpatient department (OPD) of the health facility. Methods: The present study evaluates patients’ satisfaction level on the QoS in Ekiti State University Teaching Hospital (EKSUTH), Nigeria; by focusing majorly on waiting time. Systematic random sampling technique was used in selecting the participants for this research, with 241 patients’ data collected. Convenience, courtesy and quality of care were used as factors to measure patients’ satisfactions. Results: Findings from this study showed that 73.03% of the patients were satisfied with the level of services in terms of conveniences, while 80.50% of the patients were highly satisfied as regards the courtesy level, also, 77.59% of the patients were satisfied with the quality of care received at the facility. Furthermore, our result indicates that a total of 154 (63.9%) of the patients were greatly satisfied with the quality of health services received in EKSUTH, however, 87 which represents 36.1% of patients were not satisfied with the level of services rendered at the facility. Conclusion: The respondents showed high satisfaction level in most of the services they received from EKSUTH, however, long waiting time in the health facility has shown to be an impediment to the satisfaction level as well as the quality of care (QoC) received. Therefore, improved services; especially reducing the long waiting time will motivate patients to continue to utilize EKSUTH. More so, continuous efforts should be made by the hospital’s administration to improve other areas where satisfaction level was shown to be low in the present study.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals EVALUATION OF THE LEVEL OF SATISFACTION OF HOSPITALIZED PUERPERAL WOMAN IN A MATERNITY IN THE COUNTRYSIDE OF PARAÍBA

2018 ◽  
Vol 2 (4) ◽  
pp. 140-159
Author(s):  
Maria Cristina Nascimento de Freitas ◽  
Joselito Santos ◽  
Andreia Oliveira Barros Sousa ◽  
Symara Abrantes Albuquerque de Oliveira Cabral ◽  
Maria Nizete Tavares Alves ◽  
...  
Keyword(s):  
Data Collection ◽  
Health Services ◽  
Consumer Satisfaction ◽  
Maternity Hospital ◽  
Descriptive Research ◽  
Puerperal Woman ◽  
Level Of Satisfaction ◽  
Sample Error ◽  
Health Institutions

There is now a growing need for improvement in health services provided in all health institutions. One possible strategy with this aim is to identify factors that may directly interfere with the quality of care and, therefore,  determine the satisfaction of the user of this service . The purpose of this study was to evaluate the level of satisfaction of postpartum women admitted to a maternity ward, taking into account the existing structure and services provided by the institution. This is an exploratory, descriptive research of quantitative nature developed at the Deodato Cartaxo maternity hospital, belonging to the Regional Hospital of Cajazeiras, located in the municipality of Cajazeiras, Paraiba State in Brazil. The population was composed of hospitalized puerperal women and the sample of 100 woman was performed for convenience, systematic of the proportional type with a sample error of 5%. The data collection period was between the months of august and september 2015. The instrument of data collection was SERVQUAL, evaluating its five quality indicators (tangibility, reliability, attendance, safety and empathy). The results were presented in table form with their respective absolute and relative frequencies. Among the indicators studied, reliability, care and security were the ones that generated the most satisfaction among the puerperal woman and tangibility was referred to as an indicator of dissatisfaction among the users. Keywords: Evaluation of health services; consumer satisfaction; maternities.

scholarly journals ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP MUTU PELAYANAN KEFARMASIAN DI PUSKESMAS TANAWANGKO

PHARMACON ◽  
2020 ◽  
Vol 9 (3) ◽  
pp. 397
Author(s):  
Greey C.E. Bunet ◽  
Widya A. Lolo ◽  
Erladys M. Rumondor
Keyword(s):  
Service Quality ◽  
Health Center ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Data Collection Tool ◽  
Important Indicator ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Close Relationship

ABSTRACTPatient satisfaction is an important indicator for pharmaceutical services and has a close relationship with service quality. A good quality of services will provide satisfaction to patient so that it affects to return the Health Center. The purpose of this study was to determine the satisfaction of outpatients with the quality of pharmaceutical services at the Tanawangko Health Center. This research is a descriptive study and the data collection tool used is the questionnaire given to 277 respondents. Based on the research results obtained, it is known that each question on the 5 dimensions has a negative value with an average value (-0.38) this value is obtained from the average value of the total service quality index between expectations and reality, meaning the patient is not satisfied. The reality received is lower yhan expectations.Keywords :  Level of satisfaction, expectations, reality. ABSTRAK Kepuasan pasien merupakan indikator penting bagi pelayanan kefarmasian dan memiliki hubungan erat dengan kualitas pelayanan. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien sehingga mempengaruhi pasien untuk kembali lagi ke Puskesmas. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap mutu pelayanan kefarmasian di Puskesmas Tanawangko. Penelitian ini merupakan penelitian deskriptif dan alat pengumpulan data yang digunakan yaitu kuesioner diberikan kepada 277 responden. Berdasarkan hasil penelitian yang diperoleh, diketahui bahwa setiap pertanyaan pada 5 dimensi memiliki nilai negatif dengan nilai rata-rata (-0,38) nilai ini diperoleh dari rata-rata nilai indeks total kualitas pelayanan antara harapan dan kenyataan, artinya pasien tidak puas. Kenyataan yang diterima lebih rendah dibandingkan dengan harapan.Kata Kunci  : Tingkat kepuasan, harapan, kenyataan.

scholarly journals Analysis Quality of Services on and Satisfaction Loyalty Patients Sumberglagah Hospital Mojokerto

2020 ◽  
Vol 3 (2) ◽  
pp. 232-238
Author(s):  
Bambang Priyono ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Linear Regression ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Quality Of Services ◽  
Hospital Services ◽  
Patient Loyalty ◽  
Regression Test

Hospitals were health facilities that provide individual health services including promotive, preventive, curative and rehabilitative services. Hospital services provided in the form of quality will be able to satisfy patients. Patients satisfied with the services provided can also create patient loyalty. This study aims to determine the effect of service quality on satisfaction and loyalty of patients at Sumber Glagah General Hospital Mojokerto. Research design used in this study a correlation analytic with a cross sectional approach. The population study were all in patients at Sumber Glagah General Hospital Mojokerto in August 2018 as many as 315 patients. The sampling technique used simple random sampling with a sample size of 100 patients. The independent variable was service quality and the dependent variable is satisfaction and loyalty. The instrument used a questionnaire that is tested for its validity and reliability. Data analysis used linear regression with a significance level of 0.05. The results showed that respondents stated that the services of the Sumberglagah General Hospital were of high quality at 56%. Respondents who stated that they were very satisfied were 94%. Respondents who stated were very loyal at 93%. The results of the linear regression test showed that p = 0.025 (α = 0.05) that H0 is rejected means that there is an influence between the quality of service of Sumberglagah Hospital in Mojokerto and patient satisfaction. The results of the linear regression test showed that p = 0.015 means that there is an influence between the quality of services of Sumberglagah Hospital in Mojokerto on patient loyalty. The quality of health services felt by patients is predicted to increase patient satisfaction. Good service quality will affect patient satisfaction as a hospital customer. The more quality the services provided by the hospital, the more patients will feel satisfaction with the services provided. The better quality of hospital services provided to patients will be more loyal patients to the hospital

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101 ◽  
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals MUTU PELAYANAN PETUGAS REKAM MEDIS TERHADAP TINGKAT KEPUASAN PASIEN BPJS RAWAT JALAN DI RUMAH SAKIT UMUM IPI MEDAN TAHUN 2019

2020 ◽  
Vol 5 (2) ◽  
pp. 181-186
Author(s):  
Johanna Christy
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
General Hospital ◽  
Test Results ◽  
Chi Square ◽  
Level Of Satisfaction ◽  
Health Service Quality ◽  
Analytical Research ◽  
Independent Variable

Quality of service is the overall characteristics of the service that shows its ability to satisfy the needs of consumers, and the Health BPJS is a legal entity formed to carry out a health insurance program, and patient satisfaction is the level of patient feelings that arise as a result of the performance of health services obtained after the patient compares it with what he hoped for. The purpose of this study was to determine the quality of medical record officer services to the level of satisfaction of outpatient BPJS patients in General Hospital. IPI Medan 2018. This research uses Analytical research design. The independent variable is BPJS Health service quality and the dependent variable is patient satisfaction. Samples taken using the Slovin Formula found 33 patients in the Outpatient Installation at the General Hospital. IPI. Medan in 2018. The research instrument used a questionnaire. The results showed that 28 respondents (84.8%) stated that the quality of BPJS Health services was good, and 32% of respondents (97.0%) expressed satisfaction with BPJS Health services. Chi Square statistical test results state there is a relationship between the quality of BPJS Health services with patient satisfaction Outpatient Installation at the General Hospital. IPI. Medan Year 2018 (pValue = 0,000). The implication of the results of the study shows that the quality of BPJS Health services has an important role in influencing patient satisfaction.

Quality

2020 ◽  
pp. 166-183
Author(s):  
Julie Sin
Keyword(s):  
Health Services ◽  
Health System ◽  
Services Quality ◽  
Quality Care ◽  
System Level ◽  
Quality Of Services ◽  
Provider Perspective ◽  
Multidimensional Concept

This chapter looks at the topic of health services quality from a commissioning and whole population perspective. Quality is noted to be a multidimensional concept and dimensions of quality are considered. The role of the commissioner in maintaining and improving quality of services is explored, and this is seen within a wider backdrop of a health system with commissioner and provider functions (if there are such distinctions in the system). Commissioners need to know whether they are securing quality care for their population for the money spent. They also need an understanding of how this dovetails with the provider perspective on this topic. Commissioners also need to be able to articulate what they wish to assess in practice under the guise of quality. Finally, at a system level there are also bearings on how to compile and interpret a picture of a population’s health if needed.

P1075CONTROL AND MONITORING OF DIAGNOSTIC AND TREATMENT PROCESS IN HEMODIALYSIS CLINIC USING TELEMEDICINE TOOLS

2020 ◽  
Vol 35 (Supplement_3) ◽  
Author(s):  
Dmitriy Zinovev ◽  
Vladimir Novitskiy ◽  
Andrey Malkoch
Keyword(s):  
Quality Of Life ◽  
Reaction Time ◽  
Medical Staff ◽  
Positive Impact ◽  
Hemodialysis Patients ◽  
Patient’S Satisfaction ◽  
Average Value ◽  
Patients Satisfaction ◽  
Number Of Patients

Abstract Background and Aims Quality of life of hemodialysis patients and adequacy of hemodialysis therapy in general, is defined by the number and duration of incidents during hemodialysis procedures. In this study we examined the effect of telemedical system for control and monitoring of hemodialysis procedures on patients’ condition and their quality of life. Method The system described in this work included: doctor/patient video call functionality initiated from both ends; functionality of hemodialysis procedure parameters and patient’s condition parameters monitoring and registration; functionality of alerting medical staff about registered incidents, functionality of visual control of hemodialysis procedure. The effect of control and monitoring system usage was studied on population of 2300 hemodialysis patients (at the start of the study) with median follow-up of 2 years. The primary end-point was doctor’s reaction time on patient’s complaint, medical staff reaction time on intradialysis hypertension incidents. Secondary end-points were: number of patients who left the clinic due to reasons besides lethality, patients’ satisfaction by hemodialysis therapy (according to survey), number of incidents of intradialysis and interdialysis hypertension. Results During the study we observed that as a result of system deployment average doctor’s reaction time on patient’s complaint (defined as the time from emergence of the complaint to start of patient/doctor communication) reduced from 8 to 1.5 minutes, average staff reaction time on intradialysis hypertension incidents (defined as time from registration of hypertension incident to start of blood pressure normalization actions) reduced from 5 to 2 minutes. Number of patients who left the clinic due to reasons besides lethality reduced from 2.5 per 100 patients before system deployment to 1.7 per 100 patients at the end of the study. Average value of patient’s satisfaction by dialysis therapy increased from 7.2 to 9.1 points on 10-point scale (according to survey conducted at the beginning and at the end of the study). By the end of the study, average number (across population) of hypertension incidents per month reduced from 8.3 to 6.2 and from 20.7 to 16.5 episodes for intradialysis and interdialysis hypertension correspondingly. Conclusion The use of telemedical tools of hemodialysis procedures control and monitoring has positive impact on patients’ satisfaction level by the dialysis procedure and on duration/frequency of incidents registered by these tools, which, in return may improve the quality of patient’s life.

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