scholarly journals PATIENT SATISFACTION AND ITS RELATIONSHIP WITH THE QUALITY OF COMPREHENSIVE EMERGENCY OBSTETRIC AND NEONATAL CARE (CEmONC) IN THE GENERAL HOSPITAL OF PANEMBAHAN SENOPATI BANTUL

2017 ◽  
Vol 3 (4) ◽  
pp. 443-449
Author(s):  
Fitri Dian Kurniati ◽  
Lely Lusmilasari ◽  
Sri Mulatsih
Keyword(s):  
Patient Satisfaction ◽  
General Hospital ◽  
Neonatal Care ◽  
Cross Sectional ◽  
Caesarean Birth ◽  
Level Of Satisfaction ◽  
Important Health ◽  
Cross Sectional Design ◽  
Data Analysis Result

Background: Patient satisfaction has emerged as an increasingly important health outcome and is currently used to evaluate the quality of care.Objective: To describe the level of satisfaction of mothers post-caesaren section and examine its relationship with the quality of Comprehensive Emergency Obstetric and Neonatal Care (CEmONC).Methods: This was an analytic descriptive study using cross-sectional design. The study was conducted in Alamanda ward in the General Hospital (RSUD) of Panembahan Senopati Bantul during September until November 2016. There were 55 respondents selected using purposive sampling. The instruments included The Scale for Measuring Maternal Satisfaction (SMMS) – caesarean birth  and the Quality of CEmONC questionnaires. Spearman’s rho and logistic regression were performed for data analysis. Result: Results showed that 47.3% respondents rated the quality of CEmONC in high category and 56.4% were satisfied. The correlation value between quality of CEmONC and patient satisfaction was 0.285 (p = 0.035; OR = 1.96).Conclusion: Level of satisfaction of mothers after caesarean sectionwas  associated with the quality of CEmONC in the General Hospital of Panembahan Senopati Bantul.

scholarly journals The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

2020 ◽  
Vol 10 (1) ◽  
pp. 1-12
Author(s):  
Dwi Sitti Oktania
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
General Hospital ◽  
Inpatient Care ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and  service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

scholarly journals Hubungan Mutu Pelayanan Keperawatan dengan Tingkat Kepuasan Pasien di Ruang Asoka RSUD Dr. R. Koesma Tuban

2019 ◽  
Vol 1 (1) ◽  
pp. 85-93
Author(s):  
Tiara Putri Ryandini ◽  
Lukman Hakim
Keyword(s):  
Patient Satisfaction ◽  
Rank Correlation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Cross Sectional ◽  
Correlation Test ◽  
Nursing Services ◽  
Level Of Satisfaction ◽  
Quality Of Nursing

The lack of patient satisfaction is due to the increasing demands of the patient's needs, but this is not accompanied by improvements in nurses' actions. If the customer feels dissatisfied with a service provided, then that service can be ascertained to be ineffective and inefficient. This is especially important for public services. Providing services to the community as done by RSUD Dr. R. Koesma Tuban, needs to get attention, especially in the quality of services to suit the needs and expectations of the community. This study focuses on the quality of nursing services and the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study aims to determine the relationship between the quality of nursing services with the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study uses analytic survey research with cross sectional approach, while the data analysis used is the Spearman Rank correlation test. The population used in this study were patients in the Asoka room of RSUD dr. R. Koesma Tuban who fit the inclusion criteria as many as 155, with a large sample of 112 respondents using a simple random sampling technique. The results showed that most patients were quite satisfied with the quite good nursing services. Spearmen Correlation Test Results (rs) obtained, the variable quality of nursing services (p <0.05) has a relationship to the level of patient satisfaction with moderate correlation (r = 0.476) and the direction of the positive correlation which means the better the quality of nursing services, the higher the level of satisfaction patient.Almost half of the nurses at Asoka Room  RSUD dr. R. Koesma Tuba have a good quality nursing service. Almost half of the patient at Asoka Room RSUD dr. R. Koesma Tuban feel satisfy with nurse’s service; there is a correlation between the quality of nurse service and the level of patient satisfaction  at Asoka Room RSUD dr. R. Koesma Tuban.

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 Determinants that Influence the Quality of Outstanding Services on Patient Satisfaction in dr. H. Moh. Anwar General Hospital Sumenep District

2021 ◽  
Vol 5 (1) ◽  
pp. 185-194
Author(s):  
Susiyati Susiyati ◽  
Katmini Katmini
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Response Time ◽  
General Hospital ◽  
Linear Regression Analysis ◽  
P Value ◽  
Outpatient Services ◽  
Cross Sectional

Quality hospital services are always a hope for every user of health services and along with the development of science and technology, people are increasingly critical in assessing health services. The purpose of this study was to analyze the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The total population is 271 respondents and a sample of 109 respondents is taken by the Accidental Sampling technique. The findings showed that most of the respondents had sufficient category loyalty as many as 56 respondents (51.4%). Most of the respondents rated the response time in the medium category as many as 56 respondents (51.4%). Most of the respondents have a moderate category of service quality as many as 55 respondents (50.5%). Most respondentssatisfied as many as 65 respondents (59.6%). Based on the results of the Linear Regression analysis of the service quality variable on utilization, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted, so it can be concluded that there is an influence of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. It is expected that respondents can provide constructive input and criticism so that the services provided can be in accordance with what is expected.

scholarly journals Persepsi Pasien tentang Kualitas Layanan Mempengaruhi Kepuasan Pasien Rawat Inap Kelas III Rumah Sakit

2020 ◽  
Vol 14 (1) ◽  
pp. 37
Author(s):  
Sulistyaningsih Sulistyaningsih ◽  
Fitnaningsih Endang Cahyani ◽  
Nuli Nuryanti Zulala ◽  
Sri Lestari
Keyword(s):  
Hospital Inpatient ◽  
Hospital Services ◽  
Cross Sectional ◽  
Quality Dimension ◽  
Inpatient Services ◽  
Level Of Satisfaction ◽  
Cross Sectional Design ◽  
High Level ◽  
And Behavior

Background: The higher quality of hospital services will cause customers to have a high level of satisfaction and behavior. The purpose of the study was to analyze the quality of hospital inpatient services. Method: The survey research method used cross-sectional design. The sample of this study was 172 third class inpatients in PKU Muhammadiyah Gamping Hospital determined by consecutive sampling. Results: The results of study showed that patients' perceptions about the quality of inpatient services were mostly good on all dimensions (58%), most patients feel satisfied (63%). Conclusion: Education is significantly related to patients' perceptions of the quality of the hospital inpatient services. The experience of patients being treated in hospital is significantly related to inpatient satisfaction. Patients' perceptions of the quality of hospital inpatient services are significantly related to patient satisfaction. The quality dimension that needs to be improved is empathy, while the best is reliability.

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 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.

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