The Effect of Health Service Quality of JKN-BPJS Program Upon the Improvement of Patient's Satisfaction in Jember District

2017 ◽  
Author(s):  
Moh Wildan
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Patient’S Satisfaction ◽  
Health Service Quality

Quality of care and patient satisfaction amongst Caucasian and non-Caucasian patients

2016 ◽  
Vol 33 (3) ◽  
pp. 298-320 ◽  
Author(s):  
Somayeh Alizadeh ◽  
Meena Chavan ◽  
Hamin Hamin
Keyword(s):  
Treatment Outcome ◽  
Health Service ◽  
Service Quality ◽  
Health Care Quality ◽  
Care Quality ◽  
Equation Modeling ◽  
Content Type ◽  
Health Service Quality ◽  
Caucasian Patients

Purpose – The purpose of this paper is to explore the key aspects of service quality within the outpatient context. The secondary aim is to compare views on quality of health service by Caucasian and non-Caucasian patients in Australia. Design/methodology/approach – A mixed-method approach was adopted for this study. Qualitative data were collected from 40 patients to develop a scale for measuring health service quality. Quantitative data were collected using self-administered questionnaires available in English, Arabic, Persian, Chinese and Vietnamese. A total of 447 patients in six outpatient clinics completed the survey and data were analyzed using the structural equation modeling technique. Findings – The qualitative findings determined eight dimensions of quality for outpatient care as follows: doctor professionalism; doctor empathy; doctor expertise; treatment outcome; staff concern; timeliness; tangibles; and operation. The quantitative findings indicated that factors related to technical aspect of care, including doctor expertise and treatment outcome were assumed the strongest predictors of overall health care quality in both Caucasian and non-Caucasian groups. Furthermore, no significant discrepancy was found between these two groups’ ratings of overall service quality and satisfaction with care. Originality/value – The study captured ethnically diverse patients’ perspectives on health service quality and highlighted the significance of technical quality, which is generally neglected in service quality measures.

Hubungan Mutu Pelayanan Kesehatan dengan Kepuasan Pasien Tanggungan BPJS di Klinik Bhayangkara Polda Bali

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Ni Nengah Dwi Susila Dewi
Keyword(s):  
Health Service ◽  
Service Quality ◽  
P Value ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Improve Health Status ◽  
Health Service Quality ◽  
Convenience Sampling ◽  
The Government

ABSTRAK Salah satu upaya untuk meningkatkan derajat kesehatan, pemerintah bekerjasama dengan BPJS Kesehatan. Oleh karena itu, mutu pelayanan kesehatan harus ditingkatkan supaya masyarakat mau berkunjung untuk melakukan pemeriksaan. Berdasarkan wawancara di Klinik Bhayangkara Polda Bali dari 7 pasien, 5 orang menyatakan belum puas dengan pelayanan yang diberikan. Tujuan penelitian ini untuk mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan pasien tanggungan BPJS di Klinik Bhayangkara Polda Bali. Jenis penelitian yang digunakan dalam penelitian ini adalah descriptive corelation dengan pendekatan cross sectional. Sampel yang digunakan sebanyak 109 orang dengan metode convenience sampling. Teknik analisa data menggunakan Statistik Rank Spearman. Hasil penelitian menunjukkan nilai p-value=0,000 (p= 0.05) dengan nilai koefisien korelasi (r) = 0,707. Berdasarkan analisis tersebut dapat disimpulkan bahwa terdapat hubungan antara mutu pelayanan kesehatan dengan kepuasan pasien tanggungan BPJS di Klinik Bhayangkara Polda Bali. Mutu pelayanan yang baik dapat meningkatkan kepuasan pasien. Kata Kunci : Mutu Pelayanan Kesehatan, Kepuasan Pasien ABSTRACT One of the effort to improve health status, the government collaborate with BPJS Health. Therefore, the quality of health services must be improved in order to make people want to visit for an inpection. Based on interviews at the Bali Police Bhayangkara Clinic of 7 patients, 5 people said the were not satisfied with the services that provided. The purpose of this study was to determine the correlation between health service quality and patients� satisfaction of BPJS insurance in Bali Police Bhayangkara Clinic. This study used descriptive correlation with cross sectional approach. The sample used was 109 respondents with convenience sampling method. Data analysis techniques used Rank Spearman Statistics. The results showed that p-value = 0,000 (p=0.05) with a correlation coefficient (r) = 0.707. Based on this analysis, it can be concluded that there was a correlation between health service quality and patients� satisfaction of BPJS insurance in Bali Police Bhayangkara Clinic. Good service quality can increase patients� satisfaction. Keywords : Health Service Quality, Patients� Satisfaction

scholarly journals SERVQUAL Questionnaire based Health Service Quality Assessment in a Private Hospital of Western Nepal.

2020 ◽  
Vol 5 (1) ◽  
pp. 79-85
Author(s):  
Pradeep Ghimire ◽  
Prajwal Ghimire ◽  
Madhu Acharya
Keyword(s):  
Health Care ◽  
Health Service ◽  
Service Quality ◽  
Private Hospital ◽  
Health Care Service ◽  
Care Quality ◽  
Research Centre ◽  
Health Service Quality ◽  
Hospital Factors

Introduction: Questionnaire based assessment is a simple, scientific tool to collect responses from individuals and standardised questionnaires can be used to assess health care quality of a health care institution. The aim of this study was to assess health service quality of a private hospital on the basis of questionnaire-based data collected from the patients admitted in the hospital using service quality (SERVQUAL) questionnaire method. Methods: A descriptive cross sectional study was conducted in 203 adult patients in Fishtail Hospital and Research Centre, Pokhara, Nepal from January 2015 to January 2016. The response of the patients towards various aspects of service provided by the hospital was collected using SERVQUAL questionnaire. The data was graded in Likert scale and SPSS software 24 was utilized to analyse the data. Results: A total of 181(89.12%) patients were satisfied with the health service quality provided by the hospital that was assessed on the basis of parameters of SERVQUAL questionnaire and 156 (76.74%) patients graded various hospital factors as being good. Conclusions: Based on SERVQUAL questionnaire we found that 89.12% of patients were satisfied with the service provided by our hospital and 76.74% of patients graded various hospital factors such as doctors, nurses, reception staff and food provided in canteen as being good. We recommend such surveys should be regularly performed in health care institutions to scrutinise and enhance the level of health care service quality.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI PENINGKATAN DERAJAT KESEHATAN KELUARGA MELALUI POSDAYA DI KOTA BEKASI

2018 ◽  
Vol 1 (02) ◽  
Author(s):  
Sri Budianti
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Human Resources ◽  
Policy Implementation ◽  
Community Participation ◽  
Family Health ◽  
Factors Affecting ◽  
Family Empowerment ◽  
Health Service Quality

FAKTOR-FAKTOR YANG MEMPENGARUHI PENINGKATAN DERAJAT KESEHATAN KELUARGA MELALUI POSDAYA DI KOTA BEKASI Abstrak Studi ini untuk mengetahui seberapa jauh implementasi kebijakan, kepemimpinan, implementasi sumber daya manusia (SDM) dan partisipasi masyarakat dalam mempengaruhi kualitas pelayanan kesehatan yang dilaksanakan oleh pos pemberdayaan keluarga (posdaya). Metode yang digunakan adalah analisis statistik deskriptif dan analisis inferensial melalui kuesioner. Survei mencakup 240 responden dari 20 posdaya. Hasil survei menunjukkan bahwa terdapat pengaruh signifikan dari implementasi kebijakan, kepemimpinan, implementasi SDM dan partisipasi masyarakat terhadap kualitas pelayanan kesehatan, baik secara parsial maupun keseluruhan. Partisipasi masyarakat merupakan faktor pendukung utama yang mempengaruhi pelayanan kesehatan diikuti dengan implementasi SDM, implementasi kebijakan dan kepemimpinan sebagai faktor pendukung terakhir. Dalam rangka peningkatan kualitas pelayanan kesehatan secara lebih efektif, perlu peningkatan kapasitas posdaya dan kompetensi serta pengetahuan terutama untuk kader-kader kesehatan dalam program preventif dan promotif bidang kesehatan, antara lain melalui pelatihan dan bimbingan serta dilakukan pengawasan dan evaluasi secara berkala. Kata kunci: pemberdayaan keluarga, kualitas pelayanan kesehatan, partisipasi masyarakat Factors Affecting the Family Health Degree Improvement Through Posdaya in Bekasi Municipality Abstract The survey was conducted to search how far the policy implementation, the leadership, the human resources implementation and community participation influence the quality of health services done by family empowerment program (posdaya). The sample taken from with 240 respondents selected from 20 posdaya. The method used is descriptive statistical analysis and inferential analysis through questionnaires. The survey proved that there is significant influence of the policy implementation, leadership, the human resources implementation, and the community participation against the health service quality either partially or simultaneously. The community participation is a primary supporting factor that influence the quality of health service followed by the implementation of human resources, the policy implementation, and leadership is the last supporting factor. Thus, posdaya, in improving the health service quality to be more effective, should be up graded and raised the competence and knowledge primarily of the health cares in health preventive and promotive program through training, assistance, as well as monitoring, and periodic evaluation. Keywords: family empowerment, quality health service, community participation

scholarly journals Kualitas Pelayanan Kesehatan Lansia di Kota Yogyakarta (Studi kasus pelayanan kesehatan pada Puskesmas Mantrijeron)

2019 ◽  
Vol 1 (2) ◽  
pp. 143
Author(s):  
Muhammad Khozin ◽  
Nur Fitri Mutmainah
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Quantitative Method ◽  
Qualitative Approach ◽  
Health Service Quality ◽  
Mix Methods

ABSTRACK  The aim of this paper is study the effect of health service quality on elderly satisfaction in Puskesmas Mantrijeron. Mix methods approach is used to answer the purpose of this study which quantitative method with scaled indeks to determine the quality of satisfaction services with variabel services. Qualitative approach used to explain how elderly reponses about the services. The conclusion of the research is, service quality in Puskemas Mantrijeron to eldery is “excellent” as indicated of 86.74 score. ABSTRAKTulisan ini menelaah mengenai kualitas pelayanan Puskesmas Mantrijeron terhadap masyarakat lansia. Metode penelitian yang dipergunakan untuk menjawab tujuan penelitian ini adalah mix method dimana metode kuantitatif dengan skala indeks dipergunakan untuk mengetahui ukuran kualitas pelayanan berdasarkan variabel layanan. Metode kualitatif dipergunakan untuk menggali secara mendalam respon masyarakat lansia terkait dengan pelayanan yang dirasakan. Berdasarkan penelitian yang telah dilakukan diperoleh hasil pelayanan yang ada Puskesmas Mantrijeron “SANGAT BAIK” yang ditunjukkan dengan skor 86,74.

scholarly journals Towards improved health service quality in Tanzania: appropriateness of an electronic tool to assess quality of primary healthcare

2019 ◽  
Vol 19 (1) ◽  
Author(s):  
Sabine Renggli ◽  
Iddy Mayumana ◽  
Dominick Mboya ◽  
Christopher Charles ◽  
Christopher Mshana ◽  
...  
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Primary Healthcare ◽  
Electronic Tool ◽  
Health Service Quality ◽  
Assess Quality

scholarly journals Association of Health Service Quality with Patient Satisfaction in Primary Healthcare Center of Gedongtengen Yogyakarta

2019 ◽  
Vol 4 (1) ◽  
pp. 37-42
Author(s):  
Yoan Ajeng Mustika ◽  
Jacoba Nugrahaningtyas Wahjuning Utami ◽  
Sukismanto Sukismanto
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Cross Sectional ◽  
Important Indicator ◽  
Healthcare Center ◽  
Health Service Quality ◽  
Preliminary Study ◽  
Primary Healthcare Center

Background: Quality of service is an important indicator in measuring patient satisfaction. Based on the results of a preliminary study in 10 patients, in terms of the dimension of reliability quality, 30% said satisfied and 70% less satisfied; in terms of the dimension of empathy quality, 20% said very satisfied and 80% satisfied; in terms of the dimension of assurance, 90% said satisfied and 10% unsatisfied; in terms of the dimension of responsiveness, 10% said very satisfied, 80% satisfied and 10% less satisfied; in terms of the dimension of tangible, 90% said satisfied and 10% less satisfied. the aim of this study is to identify the association between dimension of health service quality and patient satisfaction in Maternal & Child Health and Family Planning Polyclinic at Pimary Healthcare Center (PHC) of Gedongtengen, Yogyakarta. Methods: This research employed a descriptive analytical method with cross sectional approach. The population consisted of 170 respondents. Samples were taken using purposive sampling, resulting in 119 respondents as samples. Data were statistically tested using Kendall’s Tau. Results: The  results of statistical test indicated  that there was a correlation between the dimension of reliability, empathy, assurance, responsiveness, and tangible to patient satisfaction. Conclusion: There are correlations of the dimensions of reliability, empathy, assurance, responsiveness and tangible with patient satisfaction.

scholarly journals Effect of Health Service Quality Toward Patients Satisfaction

2021 ◽  
Vol 2 (1) ◽  
pp. 63-72
Author(s):  
Jeny Riska Vatica ◽  
Nur’aini Nur’aini ◽  
Masnelly Lubis
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Community Health ◽  
Health Center ◽  
Community Health Center ◽  
Technical Competence ◽  
Human Relations ◽  
Health Service Quality

The quality of service at the Community Health Center (Puskesmas) is an important factor in creating patient satisfaction. The results of measuring patient satisfaction that are objective and accurate can assist the health center in formulating a better form of service. The purpose of this study was to determine and analyze the effect of health service quality on outpatient satisfaction. This type of research is an analytic survey with a cross sectional approach using primary data with questionnaires and secondary data from Community Health Center (Puskesmas) reports. The population in this study were patients who had outpatient visits from January to July 2020 with a total sample of 99 people who were determined using the accidental sampling method. The analysis used univariate, bivariate and multivariate analysis. Chi square test results showed that technical competence (p = 0.001 <0.05), effectiveness (p = 0.002 <0.05), human relations (p = 0.000 <0.05), comfort (p = 0.099> 0, 05) and timeliness (p = 0.001 <0.05). The logistic regression test shows that the variable that most influences patient satisfaction is the relationship between humans with an Exp (B) value of 4.195. The conclusion of this research is that technical competence, effectiveness, human relations and timeliness have a relationship with patient satisfaction, while comfort has no relationship with patient satisfaction. Efforts are needed to improve the quality of outpatient services by establishing a harmonious relationship between health workers and patients in order to achieve services that are able to satisfy patients.

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