scholarly journals The Influence of Hospital Image and Service Quality on Discharge Against Medical Advice through Patient Satisfaction

2021 ◽  
Author(s):  
Yusriadi Yusriadi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
District Hospital ◽  
Medical Advice ◽  
Coefficient Of Determination ◽  
Against Medical Advice ◽  
Discharge Against Medical Advice ◽  
The Impact

The purpose of this study is to examine the impact of hospital image and quality of service on Discharge Against Medical Advice (DAMA) via patient satisfaction at Majene District Hospital. This research was performed in the hospital room of the Majene District Hospital from July to August 2020. The type of analysis used is quantitative research to explain the dependent variable's effect on the independent variable and the mediating variable. This study population was all 102 patients with DAMA at Majene Hospital, as the population was deemed limited and the whole population was sampled. The test results of the coefficient of determination of the path analysis of substructure 1 resulted in a modified R square value of 0.235. In this case, it is argued that patient satisfaction is affected by the hospital picture and quality of service by 23.5 percent. In comparison, the remaining 76.5 percent is influenced by other variables not analysed in this review. The outcome of the measurement of standardized beta coefficients, the effect of the hospital picture (X1) on patient satisfaction (Y1) is 0.228, and the service quality (X2) on patient satisfaction (Y1) is 0.325.

scholarly journals Pengaruh Kepuasan Pasien Pada Kualitas Layanan Rawat Inap Terhadap Niat Discharge Against Medical Advice (Dama) (Studi di Rumah Sakit Umum Daerah Pare Kabupaten Kediri)

2018 ◽  
Vol 3 (2) ◽  
pp. 33
Author(s):  
Gandung Satriyono ◽  
Desi Kristanti
Keyword(s):  
Patient Satisfaction ◽  
Physician Behavior ◽  
District General Hospital ◽  
Medical Advice ◽  
Quality Data ◽  
Against Medical Advice ◽  
Nurse Attitudes ◽  
Discharge Against Medical Advice ◽  
Physician Attitude

The purpose of this study was to analyze patient satisfaction on the quality of inpatient services to DAMA (Discharge Against Medical Advice) intentions in the Pare District General Hospital of Kediri Regency. The results of the analysis of physician interaction quality data obtained significance values (P = 0.018 <α = 0.05), with the physician attitude indicator of significance value (P = 0.694> α = 0.05); indicator of physician behavior (P = 0.002 <α = 0.05); indicator of physician expertise (P = 0.027 <α = 0.05). Thus the quality of the doctor's interaction influences the patient's intention to go home. The results of data analysis on the quality of nurse interaction (P = 0.040 <α = 0.05) with indicators of nurse attitudes (P = 0.179> α = 0.05), indicators of nurse behavior (P = 0.023 <α = 0.05), indicators of expertise nurses (P = 0.034 <α = 0.05. Thus the quality of the interaction of nurses affects the intention of the patient to go home. The results of the influence of physical environmental quality on the patient's intention to go home forced (P = 0.177> α = 0.05), thus the quality The environment does not affect the intention of the patient to go home forced.The results of the effect of the quality of the results on the patient's intention to go home forcibly (P = 0.266> α = 0.05) Thus the quality of the results does not affect the patient's intention to go home. Tujuan Penelitian ini adalah menganalisis kepuasan pasien pada kualitas layanan rawat inap terhadap niat DAMA (Discharge Against Medical Advice) di Rumah Sakit Umum Daerah Pare Kabupaten Kediri. Hasil analisis data kualitas interaksi dokter diperoleh nilai signifikansi (P = 0,018 < α = 0,05), dengan indikator sikap dokter nilai signifikansi (P = 0,694 > α = 0,05); indikator  perilaku dokter (P = 0,002 < α = 0,05); indikator keahlian dokter (P = 0,027 < α = 0,05). Dengan demikian kualitas interaksi dokter berpengaruh terhadap niat pasien pulang paksa. Hasil analisis data kualitas interaksi perawat (P = 0,040 < α = 0,05) dengan indikator sikap perawat (P = 0,179 > α = 0,05), indikator perilaku perawat (P = 0,023 < α = 0,05), indikator keahlian perawat (P = 0,034 < α = 0,05. Dengan demikian kualitas interaksi perawat berpengaruh terhadap niat pasien pulang paksa. Hasil pengaruh kualitas lingkungan fisik terhadap niat pasien untuk pulang paksa (P = 0,177 > α = 0,05), dengan demikian kualitas lingkungan tidak berpengaruh terhadap niat pasien untuk pulang paksa. Hasil pengaruh kualitas hasil terhadap niat pasien untuk pulang paksa (P = 0,266 > α = 0,05). Dengan demikian kualitas hasil tidak berpengaruh terhadap niat pasien pulang paksa.

scholarly journals KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI RSUD MOROWALI KECAMATAN BUNGKU TENGAH

2020 ◽  
Vol 3 (2) ◽  
pp. 135-144
Author(s):  
Adriansyah Adriansyah ◽  
Syamsul Bachri Daeng Parani ◽  
Ira Nuriya Santi
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Sample Size ◽  
Multiple Regression Analysis ◽  
District Hospital ◽  
Research Use ◽  
Physical Evidence

This study aims to determine and analyze the influence of service quality consisting of Physical Evidence, Empathy, Reliability, Responsiveness and Guarantee to patient satisfaction In Morowali District Hospital Central Bungku. The problem in this research is whether the service quality consisting of Physical Evidence, Empathy, Reliability, Responsiveness and Guaranteed simultaneously and partially have a significant effect on patient satisfaction In Morowali District Hospital of central Bungku. Based on that opinion, the sample size is 15 (5 1) 15 (6) 90. To prove the hypothesis, the research use multiple regression analysis. From the results of the study found that simultaneously the quality of service significantly influence patient satisfaction In Morowali District Hospital Central Bungku. This means that the variables of Physical Evidence, Empathy, reliability, partially significant effect on patient satisfaction variable, name Response Power and Assurance partially have no significant effect on patient satisfaction. Penelitian ini bertujuan mengetahui dan menganalisis pengaruh kualitas pelayanan yang terdiri atas Bukti Fisik, Empati, Kehandalan, Daya Tanggap dan Jaminan terhadap kepuasan pasien Di RSUD Morowali Kecamatan Bungku Tengah. Permasalahan dalam penelitian ini adalah apakah kulitas pelayanan yang terdiri dari Bukti Fisik, Empati, Kehandalan, Daya Tanggap dan Jaminan secara simultan dan parsial berpengaruh signifikan terhadap kepuasan pasien Di RSUD Morowali Kecamatan Bungku Tengah. Berdasarkan pendapat tersebut maka besar sampel adalah 15 (5+1) 15 (6) 90. Untuk membuktikan Hipotesis tersebut, penelitian menggunakan analisis regresi berganda. Hasil penelitian ditemukan bahwa secara simultan kualitas pelayanan berpengaruh signifikan terhadap kepuasan pasien Di RSUD Morowali Kecamatan Bungku Tengah. Artinya variabel Bukti Fisik, Empati, kehandalan, secara parsial berpengaruh signifikan terhadap variabel kepuasan pasien, namaun Daya Tanggap dan Jaminan secara parsial tidak mempunyai pengaruh signifikan terhadap kepuasan pasien.

scholarly journals Kepuasan Pasien Rawat Inap Ditinjau dari Kualitas Pelayanan, Harga dan Fasilitas di Lumajang

2019 ◽  
Vol 9 (1) ◽  
pp. 30-42
Author(s):  
Sukma Irdiana
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Linear Regression ◽  
Service Quality ◽  
Research Method ◽  
Coefficient Of Determination ◽  
Class Iii ◽  
Independent Variables ◽  
Variable Quality

The purpose of this study was to determine the effect of service quality, price and facilities on the satisfaction of class III inpatients, both partially and simultaneously. This research was conducted at Wijaya Kusuma Lumajang Hospital. The research method used in this study is Multiple Linear Regression. The results of this study indicate that partially the variable quality of service has a significant effect on the satisfaction of class III inpatients at Lumajang Wijaya Kusuma Hospital. Whereas for the price variable and facility variable there is no significant effect on the satisfaction of class III inpatients at Lumajang Wijaya Kusuma Hospital. From the results simultaneously, the variables of service quality, price and facilities have no significant effect simultaneously on the satisfaction of class III inpatients at Wijaya Kusuma Lumajang Hospital with a coefficient of determination (adjusted R2) obtained at 0.167. This means that 16.7% of patient satisfaction can be explained by independent variables, namely service quality, price and facilities, while the remaining 83.3% patient satisfaction is influenced by other variables not examined in this study. The limitations of this study are only examining the effect of variable service quality, price and facilities on patient satisfaction, while other variables that influence patient satisfaction are expected to be investigated by future researchers.

scholarly journals Why Do Patients Leave against Medical Advice? Reasons, Consequences, Prevention, and Interventions

Healthcare ◽  
2021 ◽  
Vol 9 (2) ◽  
pp. 111
Author(s):  
Asseel Albayati ◽  
Steven Douedi ◽  
Abbas Alshami ◽  
Mohammad A. Hossain ◽  
Shuvendu Sen ◽  
...  
Keyword(s):  
Hospital Admissions ◽  
Medical Advice ◽  
Preventive Strategies ◽  
Against Medical Advice ◽  
Cause Analysis ◽  
Persistent Problem ◽  
Root Cause ◽  
Discharge Against Medical Advice ◽  
Leaving Against Medical Advice

Background: A patient decides to leave the hospital against medical advice. Is this an erratic eccentric behavior of the patient, or a gap in the quality of care provided by the hospital? With a significant and increasing prevalence of up to 1–2% of all hospital admissions, leaving against medical advice affects both the patient and the healthcare provider. We hereby explore this persistent problem in the healthcare system. We searched Medline and PubMed within the last 10 years, using the keywords “discharge against medical advice,” “DAMA,” “leave against medical advice,” and “AMA.” We retrospectively reviewed 49 articles in our project. Ishikawa fishbone root cause analysis (RCA) was employed to explore reasons for leaving against medical advice (AMA). This report presents the results of the RCA and highlights the consequences of discharge against medical advice (DAMA). In addition, the article explores preventive strategies, as well as interventions to ameliorate leaving AMA.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Audit of documentation proficiency of emergency department patients who are discharged against medical advice before and after implementation of a checklist

2016 ◽  
Vol 5 (4) ◽  
pp. 28
Author(s):  
Sze Joo Juan ◽  
Ghee Hian Lim ◽  
Beng Leong Lim
Keyword(s):  
Emergency Department ◽  
Primary Outcome ◽  
Medical Advice ◽  
Against Medical Advice ◽  
Documentation Quality ◽  
Before And After ◽  
Discharge Against Medical Advice ◽  
Emergency Department Patients ◽  
A Prospective Study

Objective: Documentation of the discharge against medical advice (AMA) is poorly performed in the emergency department (ED). Little is known about the impacts of a checklist on this. Our study aimed to compare the quality of AMA documentation before and after implementation of a checklist.Methods: A retrospective review was conducted followed by a prospective study; each over three months of AMA interactions in our ED pre and post implementation of a checklist. An 11-point checklist was used to determine documentation quality during these two periods. Quality was assessed based on the number of points fulfilled on this tool. Documentation was classified as “good” (8-11), “average” (4-7) and “poor” (0-3). The primary outcome measured was the proportions of discharged AMA records that showed “good”, “average” and “poor” documentation. Secondary outcomes were compliance rates to each of the categories of the checklist before and after its use.Results: 339 and 309 complete records were retrieved from the retrospective and prospective arms respectively. The proportions of case records in the three grades before and after use of the checklist respectively were: poor, 199/339 (59%) vs. 7/313 (2%); fair, 133/339 (39%) vs. 66/313 (21%) and good 7/339 (2%) vs. 240/313 (77%); all p-values were statistically significant. There were also statistically significant differences in compliance rates to each of the categories of the checklist pre and post checklist implementation.Conclusions: This study shows improvement in quality and compliance rates in the audit categories after the implementation of an AMA checklist.

scholarly journals Service quality in a post-crisis context: emotional effects and behaviours

2019 ◽  
Vol 38 (1) ◽  
pp. 175-198 ◽  
Author(s):  
Manuel Idrovo Arguello ◽  
Diego Monferrer Tirado ◽  
Marta Estrada Guillén
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Positive Emotions ◽  
Essential Elements ◽  
Structural Equations ◽  
Customer Engagement ◽  
Content Type ◽  
Different Dimensions ◽  
The Impact

Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.

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 Emotional Touch Points as a Predictor of Service Quality in a Tertiary Care Hospital, Chennai

2019 ◽  
Vol 8 (4S3) ◽  
pp. 134-138
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Tertiary Care Hospital ◽  
Tertiary Care ◽  
Healthcare Organization ◽  
Primary Data ◽  
Emotional Engagement ◽  
Care Hospital ◽  
The Impact

The Purpose of this study is to analyze the Impact of relationship between the Five Emotional Touch points experienced at a Tertiary Care Hospital and the dimensions of Service Quality delivered by a Healthcare Organization. The Emotional Touch Points experienced by In-Patients during their stay at a Tertiary Care Hospital is under the purview of this study. This study identifies and analyses the bottlenecks experienced by the In-patients emotionally which is considered as a major impact on the Quality of Service delivered by the Healthcare Organizations. The study design is a purely descriptive design about the quality of service delivered in the process of providing In-Patient health care services. The primary data were collected through closed ended questionnaire for assessing the emotional touch points and the dimensions of Service Quality rendered by the Hospital. The statistical tools used in this study are weighted mean, correlation and regression. The results revealed that the human element -empathy expressed by the Healthcare providers towards their patients is a highly significant dimension of Service Quality reflecting on the Emotional Engagement of patients with the Healthcare Organization..

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