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 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 Analysis Of Influence Of Service Quality And Facilities Of Room On Patients Satisfaction In Hospitals

2020 ◽  
Vol 1 (1) ◽  
pp. 51-60
Author(s):  
Inun Nur Rochma ◽  
Karim Budiono ◽  
Zainulloh Zainulloh
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Causal Relationship ◽  
Research Study ◽  
Health Facilities ◽  
Patients Satisfaction ◽  
Result Show

This research aim to determine whether the patient is satisfied with the services and health facilities that were provided by the hospitals in and determine what factors are influential in dtermining the level of patient satisfaction to services and facilities provided by the hospital yasmin. Design of the study is divided into three types,  namely research exploratory, descriptive and explanatory.  Research study kind of explanatory research because the goal is to explain the causal relationship between variables testing hipotesis result show that the variable of service quality and room facilities have a significant effect on patient satisfaction at Yasmin Hospital. Keywords: Quality of service, space facilities, patient satisfaction.

scholarly journals PERSEPSI PASIEN ATAU KELUARGANYA TERHADAP MUTU PELAYANAN UNIT GAWAT DARURAT

2015 ◽  
Vol 7 (3) ◽  
Author(s):  
Starry H. Rampengan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Public Hospital ◽  
Quality Of Services ◽  
Emergency Unit ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Poor Families ◽  
Response Capacity

Abstract: Prof. Dr. R.D. Kandou General Hospital in Manado is an A-class public hospital with a capacity of 745 beds. About 80% of hospitalization comes from the Emergency Unit. Until now, complaints are still found in the suggestion box as well as from mass media about the unsatisfied patients. To date, there is no study that can be justified regarding the complaints of those patients. This study aimed to analyze the level of patient satisfaction in order to maintain the quality of services at the Emergency Unit. The study was conducted between September to December 2013 as a cross-sectional prospective study in eligible 98 patients who visited the Emergency Unit Department of Prof. Dr. R.D. Kandou Hospital. By using SERVQUAL dimension associated with the level of patients’ satisfaction, a data collection of visitors at the Emergency Unit was obtained. The results showed that the overall perception of patients or their families on the quality of service at the Emergency Unit was 82.33%. However, one of components in SERVQUAL dimension (quality of service) had the lowest score, i.e. on the dimension of response capacity including prompt or immediate service provided for customers. Patients who came from poor families got the highest score (112.74) on all kinds of SERVQUAL dimension.Keywords: patient satisfaction, quality of service, patient perceptionAbstrak: RSUP Prof. Dr. R.D. Kandou Manado merupakan salah satu rumah sakit milik pemerintah, tergolong kelas A dengan kapasitas 745 tempat tidur. Sebanyak 80% pasien rawat inap berasal dari Unit Gawat Darurat RSUP. Walaupun melayani seluruh strata sosial ekonomi dan juga sebagai rujukan pasien miskin dan terlantar, hingga saat ini masih dijumpai keluhan melalui kotak saran dan media massa yang menyangkut ketidakpuasan pasien tersebut. Belum ada penelitian yang dapat dipertanggungjawabkan menyangkut berbagai keluhan pasien tersebut. Penelitian ini bertujuan untuk membuat analisis yang menyangkut tingkat kepuasan pasien agar dapat menjadi masukan dalam merumuskan kebijakan upaya menjaga mutu pelayanan di UGD. Penelitian ini dilakukan di RSUP Prof. Dr. R. D. Kandou pada periode waktu September-Desember 2013 dengan desain potong lintang terhadap 98 pasien UGD yang memenuhi syarat penelitian. Dengan menggunakan dimensi SERVQUAL yang dikaitkan dengan tingkat kepuasan pasien, dilakukan pengumpulan data pengunjung UGD selama periode tertentu. Persepsi pasien terhadap pelayanan akan baik bila tingkat kepuasan pasien tinggi. Persepsi pasien atau keluarganya terhadap mutu pelayanan UGD secara keseluruhan sebesar 82,33%. Pada salah satu unsur dimensi SERVQUAL (mutu pelayanan) dengan nilai paling rendah yaitu dimensi daya tanggap meliputi antara lain pelayanan yang segera atau cepat bagi pelanggan. Pasien dengan status gakin mendapatkan skor yang tinggi (112,74) terhadap semua dimensi SERVQUAL.Kata kunci: kepuasan pasien, mutu pelayanan, persepsi pasien

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 Analysis of the Achievement of the Minimum Service Standard See from the Quality of Service and Patient Satisfaction in the Installation of Pharmaceutical Pharmaceuticals in RSI Malang "UNISMA"

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Musyrifah Musyrifah ◽  
Sentot Imam Suprapto ◽  
Nia Sari
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Simple Random Sampling ◽  
Positive Influence ◽  
Path Coefficient ◽  
Cross Sectional ◽  
Service Standards ◽  
Positive Effect

Facing the era of intense competition that needs to be trained by hospitals is patient satisfaction, patient satisfaction is closely related to quality service quality and service quality is evaluated by achieving minimum service standards that are in accordance with standards. The existence of preliminary data from the RSI about pharmacy service satisfaction figures in terms of facilities 95.2%, waiting time 77.4%, friendliness 95.2%, accuracy 91.9%, where this data still needs more in-depth research to obtain satisfaction figures valid. The purpose of this study was to determine the effect of service quality on patient satisfaction and the achievement of Minimum Service Standards for outpatient pharmacy installation in Malang Hospital "Unisma". This type of research is quantitative with observational analytic using cross sectional. The population in this study were all patients who visited who had received medication services, taking samples by simple random sampling of 136 samples, using questionnaires. Analyze data with path analysis. The results showed that the path coefficient of Service Quality to satisfaction of 0.425 showed a positive effect. The path coefficient of Service Quality towards achievement of MSS of 0.413 shows a positive influence, the path coefficient of Patient Satisfaction with achievement of MSS of 0.166 shows a positive influence. To improve the quality of service, it will be followed by achieving good standards, so patient satisfaction will also increase. From the results of this study it can be concluded that the better the Quality of Service, the better Patient Satisfaction. The better the Quality of Service, the better the Achievement of Minimum Service Standards and the better the Patient Satisfaction, the better the Quality of Service Standards.

scholarly journals ANALISIS HUBUNGAN MUTU PELAYANAN DAN MANAJEMEN PENANGANAN KELUHAN DENGAN KEPUASAN PASIEN DI RSUD SIJUNJUNG

2018 ◽  
Vol 9 (1) ◽  
pp. 49
Author(s):  
Edison Edison
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Regional Hospital ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Consecutive Sampling ◽  
Complaint Handling

Abstract Regional Hospital Sijunjung is a state hospital class C, has a challenge in improving the quality of service for patient satisfaction, this is because the survey of public satisfaction index decreased from 2015-2016 year that is 43.78% decreased to 40.18%. This study aims to analyze the relationship analysis of relationship quality of service and management of complaint handling with patient satisfaction in Regional Hospital Sijunjung. This research is cross sectional study. This research was conducted in April-July 2017 in Regional Hospital Sijunjung. The population in this study were all patients treated in the inpatient ward of Regional Hospital Sijunjung with sample size 106 samples. Sampling technique with consecutive sampling. Data were analyzed univariat by using importance performance analysis (IPA) and bivariate by using chi square test.The results of research known patient satisfaction of service in regional hospitals Sijunjung able to meet patient expectations of 89.01%. A small percentage of respondents (9.4%) stated that the quality of service was poor. Less than half of respondents (29.2%) said the management of complaints handling is not good. There is relationship between service quality and management of complaint handling with patient satisfaction in Regional Hospital Sijunjung (p value <0,05). This study concludes that there are relationship of service quality and management of complaint handling with patient satisfaction. Continuous monitoring and evaluation of service quality through patient satisfaction survey and prompt response service to patient complaints. Keywords: Patient satisfaction, service quality, complaint handling Abstrak RSUD Sijunjung merupakan rumah sakit negeri kelas C, memiliki tantangan dalam peningkatan  mutu pelayanan untuk kepuasan pasien, hal ini karena survey indeks kepuasan masyarakat mengalami penurunan dari tahun 2015-2016 yaitu 43,78% menurun menjadi 40,18%. Penelitian ini bertujuan untuk menganalisis hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien di RSUD Sijunjung. Penelitian ini merupakan penelitian cross sectional. Penelitian ini dilakukan bulan April-Juli tahun 2017 di RSUD Sijunjung. Populasi dalam penelitian ini adalah semua pasien yang dirawat di ruang rawat inap RSUD Sijunjung dengan jumlah sampel 106 sampel. Teknik pengambilan sampel dengan consecutive sampling. Data dianalisis secara univariat dengan menggunakan importance performance analysis (IPA) dan bivariat dengan menggunakan uji chi square. Hasil penelitian diketahui kepuasan pasien terhadap pelayanan di RSUD Sijunjung mampu memenuhi harapan pasien sebesar 89,01%. Sebagian kecil responden (9,4%) menyatakan mutu pelayanan kurang baik. Kurang dari separoh responden (29,2%) menyatakan manajemen penanganan keluhan kurang baik. Terdapat hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien di RSUD Sijunjung (p value < 0,05). Penelitian ini menyimpulkan terdapat hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien. Perlu melakukan monitoring dan evaluasi secara terus menerus terhadap kualitas layanan melalui suvey kepuasan pasien dan layanan cepat tanggap terhadap keluhan pasien Kata kunci : Kepuasan pasien, mutu pelayanan, manajemen keluhan

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 LEVEL OF SATISFACTION OF PATIENTS OF BPJS HEALTH ON QUALITY OF SERVICE IN PUSKESMAS BAILANG, MANADO CITY

2019 ◽  
Vol 7 (1) ◽  
pp. 01-12
Author(s):  
Trisna Awalinda ◽  
Julianus Ake ◽  
M Consolatrix da Silva
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Quality Data ◽  
Fisher Exact Test ◽  
Cross Sectional ◽  
Significance Level ◽  
Patient’S Satisfaction

Background: patient satisfaction is one indicator of the success of health services and an important aspect that must be achieved by all health services institutions. Quality services are a form of patient acknowledgment of services received. Some studies employ satisfaction levels to determine a patient’s satisfaction. Aim: This study aims to examine the relationship between the quality of service and the level of patient satisfaction of health care participants in outpatients at the Bailang Public Health Center. Method: This study uses a cross-sectional design. Using a purposive sampling technique, as many as 37 respondents agreed to use. Service quality data is collected using a questionnaire sheet. Data were analyzed using the Fisher Exact Test statistical test, with a significance level of 95% (p <0.005). Results: the analysis showed a significant relationship (p = 0.014) between service quality and patient satisfaction. This research shows that service quality greatly increases patient satisfaction. Improvement of the quality of services provided will increase patient satisfaction. The findings in this study are expected to be a reference to improve the quality of BPJS services in the general public and specifically at the Bailang Puskesmas.

scholarly journals The Effect of Service Quality and Medical Environment Towards Patients’ Satisfaction in the Medical Industry in China

2020 ◽  
Vol 12 (2) ◽  
pp. 72
Author(s):  
Mandy Mok Kim Man ◽  
Yace Chen
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health System ◽  
Medical Industry ◽  
Medical Services ◽  
Patients Satisfaction ◽  
Medical Environment ◽  
Medical Market

In recent years, the medical and health system face the stern competition of medical market and patients have more choices to choose the medical services that they want. Improving patients&rsquo; satisfaction has become the overall development of hospitals and it is one of the important contents to increase the competitiveness of the markets. This paper provides a further understanding about patient satisfaction by examining the determinants of patients&rsquo; satisfaction in the medical industry in China. Service quality and quality of medical environment were tested towards patients&rsquo; satisfaction. The results show that quality of service and medical environment have significant positive impacts on patient satisfaction.

Sign in / Sign up

Export Citation Format

Share Document