Effect of prescription waiting time on patient satisfaction mediated by service quality of pharmacy unit in public hospital in Bandung city

2017 ◽  
pp. 1
Author(s):  
Angga Kautsar ◽  
Neng Nurhayati ◽  
Dolih Gozali
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Waiting Time ◽  
Public Hospital

scholarly journals QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIA.

2018 ◽  
Author(s):  
Suyitno
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospital ◽  
Document Analysis ◽  
Quality Service ◽  
Dominant Effect ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Positive Effect

Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.

scholarly journals QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIAhip

2021 ◽  
Author(s):  
Suyitno
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospital ◽  
Document Analysis ◽  
Quality Service ◽  
Dominant Effect ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Positive Effect

Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals Analysis of an Effect Quality Pharmaceutical Services on the Satisfaction of Patients in Royal Prima Public Hospital Medan

2021 ◽  
Vol 8 (1) ◽  
pp. 20-28
Author(s):  
Fanny Yaren Sitompul ◽  
Sri Wahyuni Nasution ◽  
Chrismis Novalinda Ginting
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Public Hospital ◽  
Direct Evidence ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Pharmacy Services ◽  
Patient’S Satisfaction

Based on a predecessor survey conducted by researchers of 30 outpatients at the Royal Prima Medan Hospital in July 2019, it showed that out of 30 patients, 23 patients expressed dissatisfaction with the quality of service and availability of drugs at the Pharmacy Installation of the Royal Prima Medan General Hospital. Where the patient's satisfaction states that there is still a lack of direct evidence (tangibles), reliability, responsiveness, assurance (assurance), empathy, hospitals and employees of outpatients at Royal Prima Hospital, Medan. This paper described Knowing the Analysis of the Effect of Pharmacy Service Quality on Outpatient Satisfaction at the Royal Prima Medan General Hospital in 2019. There is an effect of the quality of pharmaceutical services (appearance, reliability, responsiveness, assurance, and empathy) on outpatient satisfaction at Royal Prima Medan General Hospital. 2019. It is hoped that the pharmacy installation of the Royal Prima Medan General Hospital will improve the quality of services that are more optimal to achieve maximum patient satisfaction values. If the quality of pharmacy services at Royal Prima Medan General Hospital is improved, patient satisfaction will also increase. Keywords: Quality of Pharmacy Services and Patient Satisfaction.

scholarly journals Service quality of transit and demand-supply forecasting for ride-hailing in the Jakarta Greater Area, Indonesia

2021 ◽  
Author(s):  
Gito Sugiyanto ◽  
◽  
Yanto Yanto ◽  
Aris Wibowo ◽  
Teguh Wiji Astoto ◽  
...  
Keyword(s):  
Service Quality ◽  
Travel Time ◽  
Waiting Time ◽  
Time Travel ◽  
Transportation Services ◽  
Travel Costs ◽  
Research Findings ◽  
Supply Model ◽  
Better Than

The extensive use of smartphones by individuals has led innovators to develop application-based transportation services. Ride-hailing systems have been extensively operated in more than 600 cities worldwide. With the competition between taxis and ride-hailing, the number of fleets must be regulated. Identifying factors that influence the demand of taxi and ride-hailing and how the quality transit service is very important. The aims of this research are to identify the factors that influence demand for taxis and ride-hailing and the service quality of taxis and ride-hailing service. The study identified socio-demographic and trip characteristics from 949 respondents in the Jakarta Greater area, Indonesia. Respondents interviewed about the waiting time, travel time and travel costs for the origin-destination of trips that are most often done using taxi, ride-hailing, and bus. The service quality of ride-hailing and taxi was analyzed based on the respondent’s preferences from an important-performance analysis survey. The forecasting demand of taxi and ride-hailing in the Jakarta Greater area using demand-supply model is 71,660 vehicles. The research findings are that service quality of ride-hailing is better than conventional taxis based on waiting time, travel time and travel cost variable.

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.

EVALUASI KUALITAS PELAYANAN KESEHATAN DASAR TERHADAP KEPUASAN PASIEN DI PUSKESMAS KOTA BUKITTINGGI TAHUN 2020

2020 ◽  
Vol 1 (2) ◽  
pp. 98-109
Author(s):  
Sriyus Yus Angelia ◽  
Sari Asih Utami ◽  
Mezza Yanti ◽  
Ratna Willys ◽  
Sumihardi Sumihardi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Information Provision ◽  
Distribution Data ◽  
P Value ◽  
A Value ◽  
Data Collection Technique ◽  
Satisfaction With Services

This research was based on the results of the BPJS assessment of the Guguk Panjang Health Center where the impression value of the Guguk Panjang Health Center was 66.25%. The research method used is a quantitative approach. The data collection technique used was questionnaire distribution. Data analysis used Outer Loading and Inner Loading analysis, while data processing was assisted by using SemPLS software. Based on the results of the study, the authors concluded that the quality of basic health services has a relationship with patient satisfaction. There is a relationship between the dimensions of service quality simultaneously. From the research results, it was obtained that the dimension of the service quality variable that had the greatest impact on patient satisfaction was the dimension of Assurance (Keteramplan) with an Original Sample value of 0.22. (p. Value 0.50%). Whereas for the officer reliability dimension there is no relationship with patient satisfaction with a hypothesis value of 0.449 0.05 as well as the dimensions of responsiveness and information provision there is no relationship with patient satisfaction with a value of 0.535 0.04. Thus, patient satisfaction with services at the Puskesmas Kota Bukittinggi is prioritized for improvement in the dimensions of reliability and responsiveness of officers.Penelitian ini dilatar belakangi dari hasil penilaian BPJS  terhadap Puskesmas Guguk Panjang dimana Nilai Kesan terhadap Puskesmas Guguk Panjang 66,25%. Metode penelitian yang digunakan adalah dengan pendekatan kuantitatif. Teknik pengumpulan data yang digunakan adalah penyebaran kuesioner. Analisis data menggunakan Analisis Outer Loading dan Inner Loading, sedangkan pengolahan data dibantu dengan menggunakan software SemPLS. Berdasarkan hasil penelitian, penulis membuat kesimpulan bahwa kualitas pelayanan kesehatan dasar ada hubungan dengan kepuasan pasien. Ada hubungan antara dimensi-dimensi kualitas pelayanan secara simultan. Dari hasil penelitian diperoleh data bahwa dimensi variabel kualitas pelayanan yang paling besar terhadap kepuasan pasien adalah dimensi Assurance (Keteramplan) dengan nilai Original Sampel 0, 222 yang kedua adalah kenyamanan lingkungan dengan hasil hipotesa (p value 0,017), sedangkan dimensi yang kecil adalah dimensi Empathy (p. Value 0.50%). Sedangkan untuk dimensi Kehandalan Petugas tidak ada hubungan dengan Kepuasan Pasien dengan nilai hipotesa 0,449 0,05 begitu juga dengan dimensi Daya tanggap dan pemberian informasi tidak ada hubungan dengan kepuasan pasien dengan nilai 0,535 0,04. Dengan demikian kepuasan pasien terhadap pelayanan di Puskesmas Kota Bukittinggi diutamakan peningkatan pada dimensi Kehandalan dan Daya Tanggap Petugas.

scholarly journals Evaluation of patient satisfaction and the service quality of the outpatient care at the Heart Institute of Ho Chi Minh City

2021 ◽  
Vol 11 (1) ◽  
pp. 46-59
Author(s):  
Dinh Hong Diem Thuy ◽  
Tran Thi Thanh Phuong ◽  
Nguyen Huu Khanh ◽  
Nguyen Truong Vien
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Outpatient Care ◽  
Professional Competence ◽  
Ho Chi Minh City ◽  
Heart Institute ◽  
Service Staff ◽  
Medical Infrastructure

Background and aims: This study assesses the levels and determinants of patient satisfaction with outpatient care at the Heart Institute of Ho Chi Minh City in 2018. Methods: A cross-sectional descriptive survey was carried among 401 randomly selected outpatients at the Heart Institute of Ho Chi Minh City from June to November 2018. The data were collected on pre-designed and pre-tested questionnaire that contained 32 items. The survey examined four main aspects of the service quality: “the accessibility of healthcare services”, “the transparency of information and procedures”, “the quality of the medical infrastructure and facilities”, “the behavior and professional competence of medical and service staff”. The survey asked the patients to evaluate the outcome of service delivery and satisfaction based on the 5 levels Linkert scale. Descriptive statistics, factor analysis and multiple linear regressions were performed to test the hypothesized relationships between service quality and patient satisfaction with the outpatient care. Results: Satisfaction of patients and relatives of patients about the quality of outpatient care was high, reaching the average 87.3 percent of patients’ expectation with the minimum of 50 to 100. 30% patients were not satisfied towards the booking appointments via phone, and online services. 35% patients were not happy with the long times waiting to get the registration, to see the doctors, to do the investigations and receive the results, and 54.1% respondents were not happy with toilet and drinking water facilities. Three dimensions of service quality significantly impacted the patient satisfaction and the outcome of service delivery: “the transparency of the information”, “the behavior and competence of medical staff and service staff”, and “the quality of the medical infrastructure and facilities”. The level of satisfaction was not statistically different among patient’s characteristics at p

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