The Effect Of Service Quality Perception On Patient Satisfaction In Increasing Inpatient Puskemas Visits In Southwest Aceh Regency In 2006
The Effect of Service Quality Perception on Patient Satisfaction in Increasing Inpatient Health Center Visits in Southwest Aceh Regency
Introduction
In Southwest Aceh Regency, the patient's visit to the Inpatient Health Center is still relatively low, with a Bed Occupancy Rate (BOR) of only 8.6%, a Length of Stay (LOS) of around 2.5 days, and a Turn Over Interval (TOI) of 26.5 days. The decline in the number of visits is thought to be related to the low quality of health services provided by the Puskesmas, including medical services, nursing, non-medical, and administrative services. This condition indicates that patients are not satisfied with the available services, so they are reluctant to return to visit the Puskesmas. Understanding the factors that influence patient satisfaction is crucial in improving the quality of health services.
Background
The Explanatory Research research conducted in September to October 2006 of 45 patients at the inpatient health center of Southwest Aceh Regency aimed to investigate the relationship between the perception of the quality of health services and patient satisfaction. The data collection method was carried out with direct interview techniques, which allows researchers to get accurate information about patient experience. The study focused on the perception of patients regarding the quality of medical services, nursing services, non-medical services, and administrative services.
Methodology
The study used a quantitative approach, with a sample size of 45 patients who were selected through a random sampling technique. The data collection instrument was a questionnaire that was designed to measure the perception of patients regarding the quality of health services. The questionnaire consisted of multiple-choice questions that were designed to assess the level of satisfaction of patients with various aspects of health services. The data was analyzed using descriptive statistics and regression analysis.
Results
The results of the study showed that the perception of the quality of medical services in the Manggeng Health Center and the Kuala Batee Health Center was quite good, with 44.0% and 35.0% of respondents respectively. However, for nursing services, as many as 40.0% of respondents at the Manggeng Health Center and 45.0% at the Kuala Batee Health Center gave a bad assessment. This is further exacerbated by the low perception of non-medical services, where 40.0% at the Manggeng Health Center and 65.0% at the Kuala Batee Health Center said they were not satisfied. In the administrative aspect, 48.0% of respondents in the Manggeng Health Center and 40.0% at the Kuala Batee Health Center also gave a negative assessment. The results indicate that patients are not satisfied with the quality of health services provided by the Puskesmas.
Patient Satisfaction
Patient satisfaction with various types of services also shows alarming results. As many as 64.0% of respondents at the Manggeng Health Center and 75.0% at the Kuala Batee Health Center claimed not to be satisfied with medical services. This continued in the nursing and non-medical aspects, where 68.0% of respondents in Manggeng and 70.0% in Kuala Batee were dissatisfied. In fact, for administrative services, the rate of dissatisfaction reached 80.0% at the Manggeng Health Center and 70.0% at the Kuala Batee Health Center. The results indicate that patients are not satisfied with the quality of health services provided by the Puskesmas.
Conclusion
Further analysis shows that all service variables studied have an impact on patient satisfaction, with the biggest influence originating from administrative services, having a regression coefficient of 1,801. Overall, the effect of the independent variable on patient satisfaction reached 92.8%. The results confirm that all aspects of service at the inpatient health center have a major influence on patient satisfaction.
Recommendation
The conclusion of this study confirms that all aspects of service at the inpatient health center have a major influence on patient satisfaction. Therefore, it is recommended that efforts to improve the quality of health services in the Puskesmas by all relevant parties. This includes the West Aceh District Health Office, Puskesmas management, and health workers on duty. By improving the quality of service, it is hoped that patients will feel satisfied and want to return to visit the Puskesmas, which will ultimately increase the number of patient visits. Optimization of health services in the Puskesmas can not only increase patient satisfaction, but also contributes positively to the health system in the region.
Conclusion
In conclusion, the study found that the perception of the quality of health services has a significant influence on patient satisfaction. The results of the study indicate that patients are not satisfied with the quality of health services provided by the Puskesmas. Therefore, it is recommended that efforts to improve the quality of health services in the Puskesmas by all relevant parties. By improving the quality of service, it is hoped that patients will feel satisfied and want to return to visit the Puskesmas, which will ultimately increase the number of patient visits. The study provides valuable insights into the factors that influence patient satisfaction and the importance of improving the quality of health services in the Puskesmas.
Frequently Asked Questions (FAQs) about The Effect of Service Quality Perception on Patient Satisfaction in Increasing Inpatient Health Center Visits in Southwest Aceh Regency
Q: What is the main objective of the study?
A: The main objective of the study is to investigate the relationship between the perception of the quality of health services and patient satisfaction in increasing inpatient health center visits in Southwest Aceh Regency.
Q: What is the significance of the study?
A: The study is significant because it provides valuable insights into the factors that influence patient satisfaction and the importance of improving the quality of health services in the Puskesmas. The study can help healthcare providers and policymakers to develop strategies to improve patient satisfaction and increase the number of patient visits to the Puskesmas.
Q: What are the key findings of the study?
A: The key findings of the study are that the perception of the quality of health services has a significant influence on patient satisfaction. The results of the study indicate that patients are not satisfied with the quality of health services provided by the Puskesmas, particularly in the areas of nursing services, non-medical services, and administrative services.
Q: What are the implications of the study?
A: The implications of the study are that healthcare providers and policymakers should prioritize improving the quality of health services in the Puskesmas. This can be achieved by providing training and development opportunities for healthcare workers, improving the infrastructure and equipment of the Puskesmas, and increasing the availability of healthcare services.
Q: What are the limitations of the study?
A: The limitations of the study are that it was conducted in a specific region (Southwest Aceh Regency) and may not be generalizable to other regions. Additionally, the study was based on a small sample size and may not be representative of the larger population.
Q: What are the recommendations of the study?
A: The recommendations of the study are that healthcare providers and policymakers should prioritize improving the quality of health services in the Puskesmas. This can be achieved by providing training and development opportunities for healthcare workers, improving the infrastructure and equipment of the Puskesmas, and increasing the availability of healthcare services.
Q: What are the future directions of the study?
A: The future directions of the study are to conduct further research on the factors that influence patient satisfaction and the effectiveness of strategies to improve patient satisfaction. Additionally, the study can be replicated in other regions to determine the generalizability of the findings.
Q: What are the benefits of improving patient satisfaction?
A: The benefits of improving patient satisfaction are that it can lead to increased patient loyalty, improved health outcomes, and reduced healthcare costs. Additionally, improving patient satisfaction can also lead to increased patient engagement and empowerment, which can lead to better health outcomes and improved quality of life.
Q: What are the challenges of improving patient satisfaction?
A: The challenges of improving patient satisfaction are that it requires a comprehensive and multifaceted approach that involves healthcare providers, policymakers, and patients. Additionally, improving patient satisfaction requires significant resources and investment, including training and development opportunities for healthcare workers, improving the infrastructure and equipment of the Puskesmas, and increasing the availability of healthcare services.
Q: What are the key takeaways from the study?
A: The key takeaways from the study are that improving patient satisfaction is critical to improving health outcomes and reducing healthcare costs. Additionally, the study highlights the importance of prioritizing the quality of health services in the Puskesmas and providing training and development opportunities for healthcare workers.