SATISFACTION OF PATIENTS WHO USE MEDICAL SERVICES IN PUBLIC HOSPITALS IN CAN THO CITY

2017 ◽  
pp. 138-145
Author(s):  
Minh Chu Cao ◽  
Van Thang Vo ◽  
Tan Dat Nguyen ◽  
Thanh Hung Vo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Outpatient Service ◽  
Cross Sectional Study ◽  
Public Hospitals ◽  
Public Health Services ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Can Tho City

Objectives: To assess patients’ satisfaction with using public health services in public hospitals in Can Tho city according to the new 2016 criteria and compare the patient satisfaction in 7 public hospitals in Can Tho and Can Tho city according to the Health Ministry’s 2016 patient satisfaction survey. Materials and Methods: A cross-sectional study was applied to assess the service quality of 7 general public hospitals in Can Tho City with the study subjects included 1069 outpatient and 882 inpatient. Results: The average of patients’ satisfaction with outpatient and residential services in 7 hospitals at the district and provincial levels was only at 4 (satisfied or good). Most hospitals meet about 80% of patients’ expectations. More than 95% of the patients are likely to return, or will come back or refer others to the hospitals. However, there are still some patients who rate some very dissatisfactory or very poor and unhappy or poor criteria, and some patients are unlikely to return or refuse to come back. The difference in satisfaction between hospitals is statistically significant (p<0.001). Conclusion: In order to improve patients’ satisfaction with public hospitals in Can Tho city, interventions should be developed to improve the quality of hospitals. Attention should be paid to the implementation of hospital training sessions on improving service quality and patient satisfaction. Key words: Satisfaction, inpatient, outpatient, Service, Medical, Can Tho

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 Patient satisfaction with the quality of nursing care: A cross-sectional study

2020 ◽  
Vol 30 (Supplement_5) ◽  
Author(s):  
N Skhvitaridze ◽  
T Lobjanidze ◽  
A Papidze ◽  
E Barjadze ◽  
N Landia
Keyword(s):  
Patient Satisfaction ◽  
Nursing Care ◽  
Waiting Time ◽  
Cross Sectional Study ◽  
Capital City ◽  
Survey Study ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Quality Of Nursing

Abstract Aim To evaluate patients' satisfaction with the quality of nursing care and examine factors which affect their decision. Design A retrospective, cross-sectional, descriptive survey study. Methods Data were collected using a structured questionnaire in Georgian language was administered to the patients. The response rate was 93% and the final sample was composed of 173 patients who enrolled consequently after taking written informed consent. One hospital and one outpatient department in the capital city of Georgia were selected for the study setting. Data were collected during one month. Data on demography was collected. Descriptive and inferential statistics were applied accordingly using STATA version 17. Eligible criteria: Adults, capable of independent communication and who talk Georgian language, did not have any severe process or complications, were in the recovery stage, with no referral and discharging to home. Results Majority of respondents were aged between 56-65 years (50%), males (52.5%), residents of the capital city (70%), having higher education (80%) and employed (75%). Overall, 89% of patients described provided nursing care as an excellent. The most important factors, which affect patients' satisfaction are the waiting time before admission, safety of services, comfortable environment along with the proper level of care and attentiveness. These results can be generalized and may be useful in comparative studies of patient satisfaction. Key messages Permanent evaluation of nursing care is important to evaluate patients satisfaction. Factors as waiting time, safety of services, comfortable and friendly environment, and attentiveness are key for high level of satisfaction.

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 DAMPAK KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS JATILAWANG KABUPATEN BANYUMAS

2020 ◽  
Vol 4 (1) ◽  
pp. 33
Author(s):  
Kusumaningtyas Kusumaningtyas
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Community Health Center ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Expected Performance ◽  
The Government

Satisfaction is a feeling that shows a person's happiness or disappointment that comes after comparing the performance (outcome) of the thinking product to the expected performance (or outcome). Quality of service and satisfaction (patient) is a unity that is difficult to separate. To realize the patients’ satisfaction of BPJS at The Primary Health Service (Puskesmas) of Jatilawang Banyumas Regency as public health service owned by the government, in its development is demanded to give good service quality by increasing employee competence and also pay attention to service quality dimension itself. That are reliability, responsiveness, assurance, tangibles, and empathy. This research is a descriptive quantitative research with the cross-sectional approach which aims to know in general about how the level of patient satisfaction. Meanwhile, the specific purpose of this study to determine how much impact the quality of health services to BPJS patient satisfaction. The results showed that in general from the results of the t-test, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) partially positive and have a significant effect on patients’ satisfaction of BPJS service (Y). Furthermore, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) simultaneously have a positive and significant effect on BPJS patient satisfaction (Y). Specifically, the amount of BPJS patient satisfaction at The Community Health Center of Jatilawang, Banyumas is equal to 0.992 or 99.2%.

scholarly journals Pengaruh Fasilitas Kesehatan Dan Motivasi Kerja Terhadap Kepuasan Pasien Melalui Kualitas Pelayanan Pada Unit Rawat Inap Di RSUD Haji Makassar Provinsi Sulawesi Selatan

2021 ◽  
Vol 2 (1) ◽  
pp. 55-68
Author(s):  
Aznira Nurul Hidayah ◽  
Nurmuati Muchlis ◽  
Rasyidin Abduallah
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Facility ◽  
Work Motivation ◽  
Total Sample ◽  
Cross Sectional Study ◽  
Health Facilities ◽  
Cross Sectional ◽  
South Sulawesi

Background: Measurement of customer satisfaction is an important element in providing better, efficient and more effective service. This study aims to determine the effect of health facilities and work motivation on patient satisfaction through service quality in inpatient units at Haji Makassar Hospital, South Sulawesi Province. Method: The research design used in this study was an analytic survey with a Cross Sectional Study approach. Sampling was done by total sampling method with a total sample of 68 people. Methods of data analysis using statistical analysis calculations using the SPSS program using path analysis. Results: The results showed that from the Sobel test there was a significant and positive effect of the health facility variable at t count 3.984> 1.987 and work motivation t count of 3.011> 1.987 on patient satisfaction through service quality, there was a significant effect of the health facility variable 0.000 <0.005 on satisfaction, no there is a significant effect of work motivation variable 0.155> 0.000 on patient satisfaction, there is a significant influence of the health facility variable 0.000 <0.005 and the work motivation variable 0.001 <0.005 on service quality, and there is a significant effect of the service quality variable 0.000 <0.005 on patient satisfaction.Conclusion: The conclusion of the study shows that there is an effect of health facilities and work motivation on patient satisfaction through the quality of service at Haji Makassar Hospital, South Sulawesi Province. So it is suggested to the hospital to maintain the quality of its service.

scholarly journals Analysis of the Effect of Health Service Quality on Patients in the Inpatient Room of Haji Hospital Medan

2021 ◽  
Vol 2 (4) ◽  
pp. 1-7
Author(s):  
Nidya Andani ◽  
Mappeaty Nyorong ◽  
Asriwati Amirah
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Quantitative Research ◽  
Cross Sectional Study ◽  
P Value ◽  
Research Approach ◽  
Cross Sectional ◽  
Study Approach

The hospital is one of the institutions engaged in health services. The main indicator of the standard of a health facility and is a measure of the quality of service, low customer satisfaction will have an impact on the number of visits that will affect the profitability of health facilities. This study aims to determine the effect of quality and the dominant variables that affect service on patient satisfaction at the Haji-Medan Hospital in 2020. The quantitative research was conducted through an analytical survey research approach with a cross sectional study approach. Testing through logistic regression on the independent variables, namely; Reliability, Responsiveness, Assurance, Empathy and Tangible from the respondents' questionnaire data as many as 80 samples. The results showed that service quality had a significant effect on patient satisfaction from four variables, namely; reliability p value 0.020 (p < 0.05), responsiveness p value 0.038 (p < 0.05), empathy p value 0.000 (p < 0.05), p value tangible 0.001 (p < 0.05). Assurance variable, the quality of health services has no effect on patient satisfaction with a p value of 0.332 (p> 0.05). The dominant variable affecting patient satisfaction is the empathy variable. It is recommended to improve services from the aspect of assurance in order to increase patient confidence in getting services so that patients can feel satisfied with the services provided.

scholarly journals ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN DI INSTALASI FARMASI RUMAH SAKIT BHAYANGKARA MANADO

PHARMACON ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 233
Author(s):  
Venesya Kaunang ◽  
Gayatri Citraningtyas ◽  
Widya Astuty Lolo
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Needs ◽  
Negative Index ◽  
Cross Sectional ◽  
Important Indicator ◽  
Descriptive Research ◽  
Patients Satisfaction

ABSTRACT Patient satisfaction is an important indicator for service quality and has implications for the delivery of services more efficiently in meeting patient needs. A good quality of service will provide patients satisfaction to and it will affect patients to hospital if needed. The purpose of this study was to determine the satisfaction of outpatients with services in the Pharmacy Installation at the Bhayangkara Hospital in Manado. The type and design of the study used is a type of descriptive research with a cross-sectional approach. Patient satisfaction was measured using the SERVQUAL (Service Quality) method. The result of this study, tangible   (-0.26), assurance (0-305), empathy (-0.37), responsiveness (-0.69), and the lowest is reliability (-0.86). It can be concluded that the overall satisfaction score is in the negative index, meaning that the patient is not satisfied with the services provided at the Pharmacy Installation. Keywords: Patient Satisfaction, SERVQUAL, Pharmacy Installation, Bhayangkara Hospital Manado.ABSTRAKKepuasan pasien merupakan indikator penting bagi kualitas pelayanan dan memiliki implikasi bagi penyelenggaraan pelayanan lebih efisien dalam memenuhi kebutuhan pasien. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien serta kepuasan pasien akan memengaruhi pasien untuk kembali lagi ke Rumah Sakit tersebut bila membutuhkan. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap pelayanan di Instalasi Farmasi Rumah Sakit Bhayangkara Manado. Jenis dan rancangan penelitian yang digunakan adalah jenis penelitian deskriptif dengan pendekatan secara cross-sectional. Kepuasan pasien diukur menggunakan metode SERVQUAL (Service Quality). Hasil penelitian ini. secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26) secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26). Kesimpulannya yaitu nilai kepuasan secara keseluruhan berada pada indeks negatif, artinya bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi. Kata kunci : Kepuasan Pasien, SERVQUAL, Instalasi Farmasi, Rumah Sakit Bhayangkara Manado

scholarly journals Statistical Analysis to Evaluate The Service Quality at Community Health Center in Padang, Indonesia

2019 ◽  
Vol 20 (2) ◽  
pp. 25-32
Author(s):  
Aidinil Zetra ◽  
Ferra Yanuar
Keyword(s):  
Public Health ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Centre ◽  
Community Health Center ◽  
Complete Information ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Public Health Centre

Healthcare provider have to take care of patient satisfaction. Therefore, the management should do a kind of evaluation to examine the patient satisfaction on the corresponding services. The purpose of this study is to evaluate the service quality of public health centre and to identify the attributes of services to be improved. This study was cross sectional study conducted by distributing the questionairres to the patients of public health centre in Padang, Indonesia from April to June 2015. This study involved 446 respondents with complete information. Customer Satisfaction Index (CSI) was used to measure the service quality of corresponding public health centre. Importance Performance Analysis (IPA) approach was also applied to identify any attributes to be improved. The respondents of this study were very satisfied with the health service that they ever got. All attributes of service were plotted in four quadrants. This study proved that CSI and IPA methods are pertinent to be applied to measure patient satisfaction and identify any attributes of service to be maintained or improved.

THE QUALITY OF PUBLIC HOSPITALS IN CAN THO CITY, 2016

2018 ◽  
Vol 8 (6) ◽  
pp. 76-81
Author(s):  
Chu Cao Minh ◽  
Thang Vo Van ◽  
Dat Nguyen Tan ◽  
Hung Vo Thanh
Keyword(s):  
Hospital Medicine ◽  
Secondary Data ◽  
Quality Criterion ◽  
Quality Criteria ◽  
Public Hospitals ◽  
Ministry Of Health ◽  
Cross Sectional ◽  
Significant Difference ◽  
Can Tho City

Background: The criteria set of assessing hospital quality in Vietnam in 2016 was revied from the criteria set in 2013 by the Ministry of Health in order to help hospitals to self-assess towards improvinge quality of hospitals in the international integration context. The study aimed to assess the quality of public hospitals in Can Tho City according to the revised criteria set of the Ministry of Health in 2016 and compare the quality among three hospital ranks (including grade I, grade II, and grade III) via to 5 groups of quality criteria. Methods: A cross-sectional study, using secondary data analysis was applied to assess the service quality of 7 general public hospitals in Can Tho City. Results: The average total score of 7 hospitals is 245 and the average for the criteria of 7 hospitals is 2.99, which is just satisfactory. In the criterion of quality, criterion D and E had the lowest scores compared to the other three groups. There was no statistically significant difference (p = 0.076) among the mean scores for the three hospital categories. Conclusion: The quality of public hospitals in Can Tho city in 2016 only reached moderately good level (2.99). Interventions should be developed to improve the quality of hospitals, with particular emphasis on improving the quality of criteria groups D and E. Key words: Quality, hospital, medicine, health, public, Can Tho

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

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