A Multilevel Model on the Factors Affecting Quality of Health Service and Patient Satisfaction at Community Health Centers in North Lampung, Sumatera

ABSTRACT Background: Stress is unavoidable on workplaces, employees who feel stress are more likely to be less motivated, less satisfied, show poor performance, and less productivity. The purpose of this study was to examine factors affecting the performance of health workers at the community health centers in Klaten, Central Java. Subjects and Method: A cross sectional study was conducted at community health centers in Klaten, Central Java, from November to December 2019. A sample of 200 health workers was selected by stratified random sampling. The dependent variable was work performance. The independent variables were work stress, education, tenure, leadership style, and type of work. The data were collected by questionnaire and analyzed by a multiple logistic regression run on Stata 13. Results: Health workers performance increased with democratic leadership style (b= 1.40; 95% CI= 0.44 to 2.36; p= 0.004), education (undergraduate and magister) (b= 1.58; 95% CI= 0.65 to 2.52; p= 0.001), tenure ≥6 years (b= 1.72; 95% CI= 0.73 to 2.70; p= 0.001), single job (b= 2.05; 95% CI= 1.07 to 3.03; p<0.001). Health workers performance decreased with high work stress (b= -1.65; 95% CI= -2.58 to -0.72; p= 0.001). Conclusion: Health workers performance increases with democratic leadership style, education, tenure ≥6 years, and single job. Health workers performance decreases with high work stress. Keywords: work performance, heath workers, stress, leadership style Correspondence: Nia Handayani. Masters Program in Public Health, Universitas Sebelas Maret. Jl. Ir. Sutami 36A, Surakarta 57126, Central Java, Indonesia. Email: [email protected]. Mobile: +6282133055176. DOI: https://doi.org/10.26911/the7thicph.04.40

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Factors Affecting the Perceived Quality of Service and Patient Satisfaction on Inpatient Care of Nabire Hospital Papua

Childhood Stunting, Wasting, and Obesity, as the Critical Global Health Issues: Forging Cross-Sectoral Solutions ◽

10.26911/the7thicph.04.46 ◽

2020 ◽

Author(s):

Agustina Utii ◽

◽

Bhisma Murti ◽

Yulia Lanti Retno Dewi ◽

Priscilla Jessica Pihahey ◽

...

Keyword(s):

Public Health ◽

Patient Satisfaction ◽

Health Insurance ◽

Length Of Stay ◽

Health Service ◽

Inpatient Care ◽

Patient Perception ◽

Factors Affecting ◽

Good Patient

ABSTRACT Background: The government’s efforts to improve public health level are by providing excellent health service facilities, including promotion, preventive, curative, and rehabilitative. The outcome of quality health service can be measured by patient perception and satisfaction. This study aimed to examine factors affecting the perceived quality of service and patient satisfaction on inpatient care of Nabire Hospital, Papua, Indonesia. Subjects and Method: A cross-sectional study was carried out at Nabire regional hospital, Papua, Indonesia, from March to Mey 2020. A sample of 207 inpatients was selected by stratified random sampling. The dependent variable was patient satisfaction. The independent variables were age, income, and length of stay type class health insurance, working, and patient perception toward doctor, nurse, and inpatients facilities. The data were collected by questionnaire and analyzed by a multiple logistic regression. Results: Inpatients satisfaction decreased with age ≥50 years (OR= 0.72; 95% CI= 0.24 to 2.65; p= 0.720), income ≥Papua minimum wage (OR= 0.77; 95% CI= 0.22 to 2.73; p= 0.685), and length of stay ≥7 days (OR= 0.13; 95% CI= 0.03 to 0.53; p= 0.004). Inpatients satisfaction increased with class 2 and 3 (OR= 1.15; 95% CI= 0.43 to 3.07; p= 0.773), non national health insurance (OR= 1.21; 95% CI= 0.46 to 3.23; p= 0.700), working (OR= 2.13; 95% CI= 0.58 to 7.85; p= 0.258), good patient perception toward doctor (OR= 3.03; 95% CI= 1.15 to 7.99; p<0.001), good persepsi patient perception toward nurse (OR= 4.04; 95% CI= 1.15 to 14.17; p<0.001), and patient perception toward inpatients facilities (OR= 26.8; 95% CI= 11.0 to 65.32; p<0.001). Conclusion: Inpatients satisfaction decreases with age ≥50 years, income ≥Papua minimum wage, and length of stay ≥7 days. Inpatients satisfaction increases with class 2 and 3, non national health insurance, working, good patient perception toward doctor, good persepsi patient perception toward nurse, and patient perception toward inpatients facilities. Keywords: inpatients satisfaction, patient perception, health insurance Correspondence: Agustina Utii. Masters Program in Public Health. Universitas Sebelas Maret, Jl. Ir. Sutami 36A, Surakarta 57126, Central Java. Email: [email protected]. Mobile: 081240051451. DOI: https://doi.org/10.26911/the7thicph.04.46

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QUALITY ANALYSIS OF HEALTH SERVICES IN PUSKESMAS X BASED ON IMPORTANCE PERFORMANCE ANALYSIS METHOD

Media Informasi ◽

10.37160/bmi.v16i1.495 ◽

2021 ◽

Vol 16 (1) ◽

pp. 66-74

Author(s):

Mustara Mustara

Keyword(s):

Performance Analysis ◽

Health Services ◽

Community Health ◽

Community Health Centers ◽

Sampling Technique ◽

Health Centers ◽

Quality Analysis ◽

Staff Attitudes ◽

Waiting Room

Community Health Centers is one of the leading units in providing health services to the community. Along with the increasing demands of the community for quality health services, the accredited Community Health Centers must always improve the quality of its services. This study aims to find out how the quality of health services is seen in terms of service aspects, staff attitudes, and room conditions and attributes that are considered important by patients to improved. This research is a quantitative descriptive method to the Importance Performance Analysis approach. The study population was registered patients and utilizing health services provided by the X Community Health Center. The sample in this study used a quota sampling technique with 101 respondents. Data collection instruments using a questionnaire. The analysis used is the suitability of performance with its importance to all attributes, then the attributes described in the quadrant Importance Performance Analysis. The results showed the service variables, staff attitudes, and room conditions were categorized according to the expectations of their level of importance. Puskesmas need to encourage officers to be empathetic towards patients who will seek treatment, provide answers to any questions asked, have a patient waiting room equipped with a seat, have a clean corner room, and have a clean and non-slippery floor.

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