scholarly journals MUTU PELAYANAN DAN KOMUNIKASI TERAUPETIK YANG BAIK MENINGKATKAN KEPUASAN PASIEN PENGGUNA BPJS KESEHATAN DI RSI NU DEMAK

2018 ◽  
Vol 4 (2) ◽  
pp. 59
Author(s):  
Dyah Ayu Wulandari ◽  
Nadhifah Nadhifah
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Workers ◽  
Sampling Technique ◽  
Satisfaction Level ◽  
Class Iii ◽  
Therapeutic Communication ◽  
Cross Sectional ◽  
Nahdlatul Ulama

Berdasarkan data jumlah pasien rawat inap di RS Islam Nahdlatul Ulama Demak yang menggunakan BPJS Pasien kelas 3 pada tahun 2014 sebanyak 1.117 pasien. Pada tahun 2015 mengalami peningkatan menjadi 2.032 pasien. Penelitian ini bertujuan untuk mengetahui hubungan mutu pelayanan dan komunikasi terapeutik tenaga kesehatan dengan tingkat kepuasan pasien kelas III rawat inap pengguna BPJS Kesehatan. Desain penelitian menggunakan pendekatan cross sectional. Populasi pasien peserta BPJS Kesehatan yang dirawat di Instalasi Rawat Inap Kelas III estimasi / rata-rata dari bulan Januari sampai dengan Agustus 2016 berjumlah 95 pasien. Sampel dalam penelitian ini sebanyak 77 responden. Teknik pengambilan sampel menggunakan accidental sampling. Hasil Penelitian  yaitu ada hubungan mutu pelayanan tenaga kesehatan dengan tingkat kepuasan pasien kelas III rawat inap pengguna BPJS Kesehatan. Ada hubungan komunikasi terapeutik tenaga kesehatan dengan tingkat kepuasan pasien kelas III pengguna BPJS Kesehatan. Saran bagi instansi kesehatan agar meningkatkan mutu pelayanan dan komunikasi terapeutik tenaga kesehatan pasien kelas III rawat inap pengguna BPJS kesehatan Di RSI Nahdlatul Ulama Demak dengan memberikan pelatihan / workshop kepada tenaga kesehatan secara menyeluruh sehingga semua tenaga kesehatan menjadi lebih tahu tentang cara meningkatkan mutu pelayanan di RS tersebut.  Kata kunci: Mutu pelayanan; komunikasi terapeutik; tingkat kepuasan pasien  QUALITY OF SERVICE AND GOOD THERAPEUTIC COMMUNICATIONS IMPROVE THE SATISFACTION OF  HEALTH BPJS PATIENTS IN RSI NU DEMAK ABSTRACT Based on the data on the number of inpatients in hospital Nahdlatul Ulama Islam Demak BPJS Patients who use grade 3 in 2014 as many as 1,117 patients. In 2015 increased to 2,032 patients.  To determine the correlation Service Quality and Therapeutic Communication Health Workers With Patient Satisfaction Level Class III Inpatient Users BPJS. Design correlation with research using cross sectional approach. The patient population treated BPJS participants in Inpatient Class III estimated / average from January to August 2016 amounted to 95 patients. The sample in this research is class III inpatients users BPJS total of 77 respondents. The sampling technique uses accidental sampling. There is a correlation between quality of service and patient satisfaction level III class inpatient BPJS users. There is correlation between communication therapeutic and patient satisfaction level grade III users BPJS. Health institutions in order to improve the quality of care and therapeutic communication of health personnel of class III inpatient users health BPJS In RSI Nahdlatul Ulama Demak by providing training / workshop for health workers so completely that all health professionals become more knowledgeable about how to improve the quality of service in the hospital. Keywords: Quality of service; therapeutic communication;  patient satisfaction 

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>

scholarly journals Hubungan Caring Perawat Dengan Kepuasan Pasien Rawat Inap Di Rumah Sakit

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Nahrul Hayat ◽  
Asfri Sri Rahmadeni ◽  
Marzuki Marzuki
Keyword(s):  
Patient Satisfaction ◽  
Health Workers ◽  
Sampling Technique ◽  
P Value ◽  
Hospital Nurses ◽  
Chi Square ◽  
Cross Sectional ◽  
Nurse Caring ◽  
Chi Square Test

Caring nurses are very important in meeting patient satisfaction, this is one indicator of the quality of service in a hospital. Nurses are people who become one of the keys in meeting patient satisfaction. Therefore, caring nurse behavior can have an effect on quality service to patients. Some studies conducted in Indonesia show that caring is still lacking for patients in hospitals as much as 50% show poor caring. Patient satisfaction is influenced by caring nurses in serving patients in hospitals. The purpose of this study was to analyze the relationship between caring nurses and patient satisfaction in the inpatient room. This study is a cross sectional analytic study and purposive sampling technique with a sample of 67 patients, collecting data using a questionnaire.The Chi-Square test results showed a significant relationship between caring nurses and patient satisfaction in the inpatient room with a p value of 0,045 (α = 0,05). Nurse caring attitude greatly affects patient satisfaction so it is expected that nurses or other health workers can be more sensitive, be responsive and respond well to patient complaints and show sincere care in helping patients recover

scholarly journals HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN DI PUSKESMAS ALALAK SELATAN KOTA BANJARMASIN

2018 ◽  
Author(s):  
Achmad Rizal
Keyword(s):  
Quality Of Service ◽  
Health Service ◽  
Health Center ◽  
Health Workers ◽  
Sampling Technique ◽  
Chi Square ◽  
Waiting Room ◽  
Cross Sectional ◽  
Patients Satisfaction

Satisfaction is the main criteria in evaluating the quality of health service. 3 out of 5 patients who visited Alalak Selatan Health Center claimed that they were not satisfied enough with the given service, such as there was still a lack of seats in waiting room and unfriendly health workers. The aim of this research is to know the relation between quality of service and the patients’ satisfaction at Alalak Selatan Health Center Banjarmasin City. Method was carried out by analytic survey with the cross sectional design and Accidental sampling technique. Sample of the research were 100 respondents. Instruments used were questionnaire and interview. Analysis used Chi Square test with the level of credibility was 0,1 (90%). Result of the research showed that the health service quality and the patients’ satisfaction had a relation (P &lt; 0,05). The suggestion given is that the increasing the service, facility, and giving attention to the patients are needed to increase the quality of service.

scholarly journals The Differences of Inpatients’ Satisfaction Level based on Socio-Demographic Characteristics

Jurnal NERS ◽  
2020 ◽  
Vol 15 (2) ◽  
pp. 148
Author(s):  
Ni Komang Ayu Adnya Dewi ◽  
Ni Putu Emy Darma Yanti ◽  
Kadek Saputra
Keyword(s):  
Patient Satisfaction ◽  
Nursing Care ◽  
Sampling Technique ◽  
Care Quality ◽  
Demographic Characteristics ◽  
Satisfaction Level ◽  
Care Needs ◽  
Cross Sectional ◽  
Quality Of Nursing

Introduction: Assessing the quality of nursing care has become a global health issue. especially for caregivers and recipients of care in the inpatient department. Patient satisfaction is one of the  indicators to measure quality of nursing care. This study aimed to identify the differences of patient satisfaction level in inpatient ward based on socio-demographic characteristics at Siloam Hospitals Bali.Methods: This study was cross-sectional design with descriptive comparative and correlation methods. Patient satisfaction data were collected using the Patient Satisfaction with Nursing Care Quality Questionnaire (PSNCQQ) that was provided after the patient was discharged. Purposive sampling technique was used to determine 107 samples. The analytical tests used in this study were the Spearman correlation test, Mann-Whitney test and Kruskal-Wallis test.Results: The results of this study showed that there was a significant weak and negative correlation between the level of satisfaction and age of the patient (p = 0.017; r = -0.231; α <0.05). There were significant differences of patient satisfaction based on marital status (p = 0.036; α <0.05) and nationality status (p = 0.001; α <0.05), but there were no differences in patient satisfaction based on sex (p = 0.276; α <0.05) and education level (p = 0.434; α <0.05).Conclusion: This study concluded that social demographic characteristics of patients can influence the satisfaction, but only on age, marital and nationality status. This showed that inpatients provide good satisfaction evaluations of nursing care. The optimal nursing care needs to be maintained and improved, either routine evaluation or sustainable program development.

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 Analisis Tingkat Kepuasan Pasien BPJS Pada Pelayanan Kefarmasian Di Apotek Klinik SATKES PUSDOKKES MABES POLRI

2020 ◽  
Vol 1 (02) ◽  
pp. 29
Author(s):  
Okpri Meila
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Pharmaceutical Services ◽  
Service Satisfaction ◽  
Satisfaction Level ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Quota Sampling

Service satisfaction is achieved if what the patient gets exceeds what is expected. This study to determine the level of BPJS patient satisfaction and dimensions affect the level of satisfaction with pharmaceutical services provided in Drugstore Clinic Satkes Pusdokkes Headquarter Police. This reasearch was conducted the data of patients who were treated and carried out in cross sectional, by distribution questioner and analyzed descriptive. Reasearch subjects were teken by quota sampling technique. The level of satisfaction of this study was measured based on five dimensions of service quality and analyzed using percentase and likert scalet. The results of the showed that patients who were treated at the Drugstore Clinic Satkes Pusdokkes Headquarter Police were satisfied with the services provided by the services provided Keyword : Satisfaction level, pharmaceutical services, BPJS

scholarly journals Patients’ satisfaction with quality of care in general hospitals in Ebonyi State, Nigeria, using SERVQUAL theory

2020 ◽  
Vol 8 ◽  
pp. 205031212094512
Author(s):  
MaryJoy Umoke ◽  
Prince Christian Ifeanachor Umoke ◽  
Ignatius O Nwimo ◽  
Chioma Adaora Nwalieji ◽  
Rosemary N Onwe ◽  
...  
Keyword(s):  
Quality Of Care ◽  
Health Workers ◽  
Health Sector ◽  
Sampling Technique ◽  
Healthcare Facility ◽  
Cluster Sampling ◽  
Cross Sectional ◽  
General Hospitals ◽  
Patients Satisfaction

Background: Patient satisfaction is an essential parameter in the assessment of quality of care and healthcare facility performance. Objective: To investigate patients’ satisfaction with quality of care in general hospitals in Ebonyi State, South East, Nigeria, using the SERVQUAL. Methods: A cross-sectional descriptive study design was employed on a sample of 400 patients using a 27-item structured open-ended patients’ satisfaction questionnaire with a multi-stage cluster sampling technique. Patients included in the study were those who must have come for an outpatient clinic within the period, be 18 years and above, and those who gave consent to participate. Of 400 questionnaires administered, 396 (99%) were retrieved. SPSS version 20 was used for data analysis. Descriptive statistics, such as frequencies, percentages, mean score ( x), and standard deviation, were employed for interpretation. Results: Out of 396 patients, 156 (39.4%) were male and 240 (60.6%) were females. Most patients were 18–39 years (233 (58.8%)), had secondary education (139 (35.1%)), married (221 (55.8%)), earned <18,000 (170(42.9%)), and were traders (136 (34.3%)). Patients were satisfied with tangibility (2.57 ± 0.99) and reliability (2.84 ± 0.95) and very satisfied with responsiveness (3.06 ± 0.63), assurance (3.07 ± 0.63), and empathy (3.12 ± 0.57). Conclusions: Patients were satisfied with the quality of care. However, satisfaction was highest with empathy and lowest with tangibility. Thus, managers should focus their quality improvement efforts on areas of the neat appearance of health workers, waiting facilities for attendants and patients, and hygienic conditions at the hospital. Also, biannual assessment of patients’ satisfaction should be done and the results generated use judiciously to provide a platform for health sector reform.

scholarly journals FAKTOR- FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT

2021 ◽  
Vol 9 (1) ◽  
pp. 46-53
Author(s):  
Winda Lestari ◽  
Ichsan Rizany ◽  
Herry Setiawan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Journal Article ◽  
Professional Service ◽  
Satisfaction Level ◽  
Journal Articles ◽  
Care Services ◽  
Level Of Satisfaction ◽  
Degree Of Satisfaction

  ABSTRACT The low quality of service so that the level of patient satisfaction has not met the minimum service criteria, namely 95% which is influenced by several factors so that the degree of satisfaction is still low.Objective: to find out the factors that influence the satisfaction level of swamp patients in hospitalMethods: This study uses a literature review, from two electronic databases; Google Scholar and Garuda in the period 2010-2020 found ten literatures that match keywords.Results: The results of data synthesis in 10 journal articles 5 journal articles stated that the level of patient satisfaction was low due to ineffective communication, 4 journal articles stated that the level of satisfaction was low because of the quality of service, and 1 journal article stated that the level of patient satisfaction was low due to official scheduling.Discussion: Patient satisfaction with the quality of service provided by nursing personnel to clients while receiving hospital care, services, and nursing care received by patients is a form of professional service that can increase inpatient satisfaction and improve the quality of health services. Keywords: Patient, Hospitalization, Satisfaction Level.

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