scholarly journals HEALTH SERVICES QUALITY BETWEEN HYPERTENSION AND DIABETES MELLITUS PATIENTS IN COMMUNITY HEALTH SERVICES IN THE SLEMAN DISTRICT, YOGYAKARTA, INDONESIA

2020 ◽  
Vol 20 (2) ◽  
pp. 141-148
Author(s):  
Sani Rachman Soleman ◽  
Aqmarina Firda ◽  
Teguh Sulistiyanto ◽  
Refa Nabila
Keyword(s):  
Diabetes Mellitus ◽  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Community Health ◽  
Gap Analysis ◽  
Services Quality ◽  
Community Health Services ◽  
Five Dimensions ◽  
Health Service Quality

The implementation of the Chronic Disease Management Program or PROLANIS has been adopted in Indonesia by National Social Security Implementation on Health Agency (BPJS-K) since 2015. The program focuses on hypertension (HT) and diabetes mellitus (DM). However, since the first time the program was implemented, there was no comprehensive evaluation of it. The aim of this study was to analyze health service quality among HT and DM patients based on five dimensions of quality in 25 community health services (CHSs) in the Sleman district, Yogyakarta, Indonesia. This is a cross-sectional study with a simple random sampling technique that included 230 respondents from 25 CHSs. The instrument was SERVQUAL that consisted of 35 items of a questionnaire. The data were analyzed by a gap analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA); meanwhile, a Man–Whitney test was proposed to determine differences in health services quality in the PROLANIS program. Based on the gap analysis, it was found that whole dimensions were below 0-point; the CSI analysis obtained 74.45 for HT and 75.15 for DM; and the IPA analysis found that the distribution of respondents’ answers in the questionnaire were in quadrants 1 and 2. The Man–Whitney analysis was used to get the assurance aspect correlated with health service quality in DM and HT patients (p = 0.001). Health service quality in the PROLANIS program was based on five dimensions of quality was low, unless assurance dimension. The government should improve health services quality in aspects of tangibility, responsiveness, empathy, and reliability to get satisfaction among HT and DM patients in the PROLANIS program.

scholarly journals Differences between dental health service quality and utilization of Community Health Centres in the City of Padang based on indicators of utilisation effectiveness

2018 ◽  
Vol 30 (2) ◽  
pp. 140
Author(s):  
Azri Darma ◽  
Hidayati Hidayati ◽  
Fadil Oenzil
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Community Health ◽  
Dental Health ◽  
Community Health Service ◽  
Community Health Centres ◽  
Health Centres ◽  
Health Service Quality ◽  
The City

Introduction: The high prevalence of oral disease have not been followed by the availability of oral healthcare, especially at the community-based level. This study was aimed to determine the differences between dental health service quality and utilisation of community health centres in the city of Padang based on indicators of utilisation effectiveness. Methods: A cross-sectional survey was conducted towards two Community Health Services (Puskesmas) as the samples selected using random sampling technique. One Community Health Service was representing a rarely visited Community Health Service with ≤ 9 patients visit per day, and another Community Health Service was representing oppositely. As much as 131 respondents were included in this study, selected using the purposive sampling method. Dimensional satisfaction of service quality including tangibility, reliability, responsiveness, assurance, and empathy, were collected by interviewing the respondents based on a self-reported questionnaire. All data were analysed using the chi-square test. Results: The majority of respondents agreed that dimensional satisfaction such as tangibility, reliability, responsiveness, assurance, and empathy at both Community Health Services were at a good level. There was a significant relationship (p < 0.05) between several dimensional satisfaction of service quality variables (the wide and clean parking area; intense involvement of dentists on every oral examination; friendly service by the front-office; and empathetic affection of dentists towards the patient’s complain) and the utilisation of oral health services. Conclusion: No service differences found from relationship analysis between dental health service quality and utilisation of community health centres in the city of Padang based on indicators of utilisation effectiveness.Keywords: Service quality, dimensional satisfaction, oral health service, service utilisation, Community Health Centre.

Towards a Customer-Centric Framework for Evaluation of E-Health Service Quality

2018 ◽  
pp. 199-218
Author(s):  
Michael Mutingi
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Evaluation ◽  
Service Providers ◽  
Customer Experience ◽  
Evaluation Framework ◽  
Service Quality Evaluation ◽  
Health Service Quality

As the awareness of the importance of healthcare service quality and pressures from stakeholders continue to grow, healthcare service providers have no option except to develop appropriate service quality evaluation procedures. Patient satisfaction is imperative, and has become a critical issue especially in e-health services. Although healthcare service providers have become aware of the need for improving customer experience through provision of customer-centric services, virtually none of the existing e-health quality evaluation frameworks are grounded on customer-centric metrics. In this chapter, a critical analysis of existing evaluation initiatives is presented from the context of e-health services. Critical areas of e-health service are investigated to determine quality dimensions that influence customer experience. From this analysis, a customer-centric evaluation framework is proposed, comprising four e-health service quality scales. The framework provides a platform for continuous improvement in e-health service.

Predictors of users’ preferences for online health services

2020 ◽  
Vol 37 (2) ◽  
pp. 215-225
Author(s):  
Shahidul Islam ◽  
Md Rakibul Hoque ◽  
Md Abdullah Al Jamil
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Rational Choice Theory ◽  
Service Providers ◽  
Well Being ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Health Service Quality

Purpose The purpose of this study is to explain predictors that discriminate users’ preferences for online health services, focusing on a downtown area in a developing country. Design/methodology/approach Drawing on rational choice theory (RCT), the authors test a model that links the frequency of online health service usage to access-activators and access-inhibitors. Multivariate analysis of variance (MANOVA) and the discriminant analysis model were used to analyze data from a sample of 215 internet users. Findings Results confirm the significance of responsiveness, user’s attitude, accessibility and perceived ease of use, indicating their discriminating role in the usage of online health services. Research limitations/implications The study demonstrates the relevance of RCT in measuring perceived online health service quality in an emerging context. Future research should consider the influence of electronic health (eHealth) literacy, norms and trustworthiness to increase the generalizability of the findings. Practical implications The findings of this study can help enhance the eHealth service quality by encouraging service providers to improve the interactivity and ease of use of their platforms, thus delivering value to both consumers and firms and improving the well-being of the society at large. Originality/value Few existing studies draw attention to access-activators and access-inhibitors to predict users’ preferences for online health services. This study shows the applicability of RCT in preparing the instrumental dimensions of online health service quality.

Competency requirements for middle and senior managers in community health services

2013 ◽  
Vol 19 (3) ◽  
pp. 256 ◽  
Author(s):  
Zhanming Liang ◽  
Peter F. Howard ◽  
Lee C. Koh ◽  
Sandra Leggat
Keyword(s):  
Health Service ◽  
Health Services ◽  
Community Health ◽  
Rural Areas ◽  
Online Survey ◽  
Service Management ◽  
Core Competencies ◽  
Community Health Services ◽  
Health Care Environment ◽  
Future Health

The Australian health system has been subjected to rapid changes in the last 20 years to meet increasingly unmet health needs. Improvement of the efficiency and comprehensiveness of community-based services is one of the solutions to reducing the increasing demand for hospital care. Competent managers are one of the key contributors to effective and efficient health service delivery. However, the understanding of what makes a competent manager, especially in the community health services (CHS), is limited. Using an exploratory and mixed-methods approach, including focus group discussions and an online survey, this study identified five key competencies required by senior and mid-level CHS managers in metropolitan, regional and rural areas of Victoria: Interpersonal, communication qualities and relationship management; Operations, administration and resource management; Knowledge of the health care environment; Leading and managing change; and Evidence-informed decision-making. This study confirms that core competencies do exist across different management levels and improves our understanding of managerial competency requirements for middle to senior CHS managers, with implications for current and future health service management workforce development.

Rural and regional community health service boards: perceptions of community health – a Delphi study

2017 ◽  
Vol 23 (6) ◽  
pp. 543 ◽  
Author(s):  
Diana Guzys ◽  
Guinever Threlkeld ◽  
Virginia Dickson-Swift ◽  
Amanda Kenny
Keyword(s):  
Health Service ◽  
Health Services ◽  
Community Health ◽  
Delphi Study ◽  
Healthcare Services ◽  
Community Health Services ◽  
Health Improvement ◽  
Strategic Direction ◽  
Rural Community Health ◽  
Governance Training

Much has been written about the composition of health service boards and the importance of recruiting people with skills appropriate for effective and accountable governance of health services. Governance training aims to educate directors on their governance responsibilities; however, the way in which these responsibilities are discharged is informed by board members’ understanding of health within their communities. The aim of this study was to identify how those engaged in determining the strategic direction of local regional or rural community health services in Victoria, Australia, perceived the health and health improvement needs of their community. The Delphi technique was employed to facilitate communication between participants from difference geographic locations. The findings of the study highlight the different ways that participants view the health of their community. Participants prioritised indicators of community health that do not align with standard measures used by government to plan for, fund or report on health. Devolved governance of healthcare services aims to improve local healthcare responsiveness. Yet, if not accompanied with the redistribution of resources and power, policy claimed to promote localised decision-making is simply tokenistic.

scholarly journals Prediction and Decomposition of Efficiency Differences in Chinese Provincial Community Health Services

2018 ◽  
Vol 15 (10) ◽  
pp. 2265 ◽  
Author(s):  
Qian Liu ◽  
Bo Li ◽  
Muhammad Mohiuddin
Keyword(s):  
Health Service ◽  
Health Services ◽  
Community Health ◽  
Care Service ◽  
Health Care Service ◽  
Community Health Services ◽  
Community Health Service ◽  
Theil Index ◽  
Community Health Care ◽  
Chinese Community

The objective of this paper is to analyze the provincial efficiency of the Chinese community health care service and its differences. This study allows us to predict the provincial differences in the efficiency of the Chinese community health care service from 2017 to 2026. This study analyzes the contributions of inter-regional and intra-regional differences in the total efficiency difference. We use the Super-SBM (Slacks-based Model) data envelopment analysis (DEA) model, Grey Model GM (1,1) for grey prediction, and the group-based Theil index decomposition method to study Chinese provincial panel data from 2008 to 2016. Results show that a fluctuating trend existed in the average provincial efficiency of community health services from 2008 to 2016. The community health services in a considerable number of provincial areas were inefficient. This study also reveals that there existed apparent inter-provincial differences in efficiency in Chinese community health services. The inter-provincial differences of the efficiency of Chinese community health services revealed by the Theil index declined at a relatively slow pace. With regard to the provincial efficiency difference of the Chinese community health service, the intra-regional efficiency difference is the most important structural reason for the overall efficiency difference, which explains the overall difference to a large extent. The inter-regional efficiency difference among the eastern, central, and western regions becomes the secondary structural reason, which should not be ignored. In conclusion, focus should be put on restructuring the investments into medical resources for community health service in each Chinese province. More attentions should be put into narrowing the inter-regional efficiency differences of the Chinese provincial community health service. The strategies targeted at reducing the inter-regional efficiency differences should not be ignored, so as to facilitate the improvement of overall efficiency of the Chinese community health service.

scholarly journals Service Quality Analysis of Mhealth Services Using Text Mining Method : Alodokter and Halodoc

2021 ◽  
Vol 2 (2) ◽  
pp. 1-21
Author(s):  
Nadya Paramita ◽  
Siska Noviarisanti
Keyword(s):  
Text Mining ◽  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Service Providers ◽  
Digital Health ◽  
Three Dimensions ◽  
Quality Analysis ◽  
User Reviews ◽  
Health Service Quality

The digital transformation of health services causes an increasing number of digital health service providers in Indonesia. The user shares their experiences and reviews each other on the online platform. This study aims to understand user perceptions of m-health services in Indonesia based on m-health service quality with a big data approach. Research using text mining is derived from the results of the reviews of the application Alodokter and Halodoc. User-generated content was gathered from the platform Google Play Store in the period April to December 2020. Based on the sentiment analysis, Alodokter performs well with 73% positive and 27% negative, while Halodoc also dominated with 86% positive and 14% negative. User reviews are categorized based on three dimensions of health service quality with a multiclass classification. It is possible to identify the word networks that often appear in user reviews through text network analysis. The dimension that reviews chiefly on Alodokter and Halodoc is perceived outcome quality. The result of this study could help or use as guidance to be a reference for evaluations to improve Indonesia's quality of m-health services.

scholarly journals Peningkatan Kualitas Jasa Fasilitas Kesehatan dengan Integrasi Metode IPA dan KANO

2018 ◽  
Vol 2 (2) ◽  
pp. 67
Author(s):  
Shanty Kusuma Dewi ◽  
Ananda Rizky Calfintry Putri ◽  
Bagus Arif Dwi Winarko
Keyword(s):  
Health Service ◽  
Customer Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Services Quality ◽  
Service Integration ◽  
Good Work ◽  
Service Facility

Health services facilities development and people mindset about health  make people more  critical in making decision to their needs of health services. The increased of the health fasilities made the owner to provide the best service, so they can be able to compete and growth. The purpose of this study is to improve the service quality of health service facility. The objective of this research is to improve the level of services quality on the health service. Integration of the IPA method and the Kano are used to determine which attributes should be improve to meet customer satisfaction. The result from this method are 14 attributes on the position keep up the good work  and 13 attributes must be improved.

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