The Effect Of Service Quality On The Satisfaction Of Inpatient Patients Participants In The National Health Insurance (JKN) At Dr. Djasamen Saragih Pematangsiantar In 2015
The Effect of Service Quality on the Satisfaction of Inpatient Patients Participants in the National Health Insurance (JKN) at Dr. Djasamen Saragih Pematangsiantar in 2015
Introduction
The quality of health services in hospitals is a crucial factor in determining patient satisfaction. In recent years, the occupancy rate of beds (BOR) of inpatients in the National Health Insurance Participants (JKN) at RSUD Dr. Djasamen Saragih Pematangsiantar has decreased from 2013 to 2015, indicating potential problems in the quality of services provided. This study aims to reveal the effect of the quality of doctor's services on the satisfaction of inpatients in JKN participants at RSUD dr. Djasamen Saragih Pematangsiantar in 2015.
Background
The quality of health services in hospitals is a critical factor in determining patient satisfaction. Patient satisfaction is influenced by various factors, including the quality of doctor's services, which includes dimensions such as reliability, responsiveness, guarantees, empathy, and appearance. The quality of doctor's services has a significant impact on patient satisfaction, and it is essential to understand the effect of these dimensions on patient satisfaction.
Methodology
This study uses the Explanatory Survey Method with the population of all inpatients in the Non-Recipient of JKN Non-Recipient Assistance (PBI) of 154 people. The research sample was taken in a simple random sampling. Data was collected through interviews using a questionnaire and analyzed using multiple linear regression tests with a significance level of α = 0.05.
Results
The results showed that the quality of doctor's services, which included the dimensions of reliability, responsiveness, guarantees, empathy, and appearance, had a significant effect on the satisfaction of inpatients in non-PBI JKN participants in RSUD Dr. Djasamen Saragih Pematangsiantar. The dimension of reliability has the greatest influence on patient satisfaction, showing that the patient greatly appreciates the availability of clear, accurate, and timely information from the doctor.
Discussion
The results of this study indicate that the quality of doctor's services has a significant impact on patient satisfaction. The dimension of reliability has the greatest influence on patient satisfaction, which suggests that patients appreciate the availability of clear, accurate, and timely information from the doctor. This finding is consistent with previous studies that have shown that patients value the quality of doctor's services, including the dimensions of reliability, responsiveness, guarantees, empathy, and appearance.
Conclusion
Based on the results of this study, it can be concluded that the quality of doctor's services has a significant effect on patient satisfaction. The dimension of reliability has the greatest influence on patient satisfaction, which suggests that patients appreciate the availability of clear, accurate, and timely information from the doctor. This study recommends several strategic steps for the management of RSUD Dr. Djasamen Saragih Pematangsiantar to increase patient satisfaction:
*** Increasing the dimensions of reliability: ** Ensuring the doctor provides complete and easy to understand information regarding the results of examination, diagnosis, treatment, and supporting examination to patients. *** Increasing the dimensions of responsiveness: ** Increasing doctor's responsiveness in responding to patient complaints quickly and professionally. *** Increasing the guarantee dimension: ** Ensuring the doctor has a commitment and willingness to be contacted by the patient if needed. ** Improve the dimensions of empathy: ** Increasing the doctor's empathy for patients and their families, by showing concern and attention to them. ** Improving the appearance dimensions: ** Improving the doctor's appearance in providing services, dressed neatly and professionally, and maintaining a polite and friendly attitude.
Recommendations
Improving the quality of doctor's services is an important effort in increasing patient satisfaction, which in turn will have a positive impact on the image and sustainability of RSUD Dr. Djasamen Saragih Pematangsiantar. In addition, this can also help increase the level of bed occupancy and optimize the use of health services for the community.
Limitations
This study has several limitations. The sample size is relatively small, and the study only focuses on the quality of doctor's services. Future studies should investigate other factors that influence patient satisfaction, such as the quality of nursing services and the hospital's physical environment.
Future Research Directions
Future research should investigate the impact of other factors on patient satisfaction, such as the quality of nursing services and the hospital's physical environment. Additionally, future studies should explore the effectiveness of strategies to improve patient satisfaction, such as the implementation of patient-centered care and the use of technology to enhance communication between patients and healthcare providers.
Conclusion
In conclusion, this study highlights the importance of the quality of doctor's services in determining patient satisfaction. The dimension of reliability has the greatest influence on patient satisfaction, which suggests that patients appreciate the availability of clear, accurate, and timely information from the doctor. This study recommends several strategic steps for the management of RSUD Dr. Djasamen Saragih Pematangsiantar to increase patient satisfaction, including increasing the dimensions of reliability, responsiveness, guarantees, empathy, and appearance.
Frequently Asked Questions (FAQs) about the Effect of Service Quality on the Satisfaction of Inpatient Patients Participants in the National Health Insurance (JKN) at Dr. Djasamen Saragih Pematangsiantar in 2015
Q: What is the main objective of this study?
A: The main objective of this study is to reveal the effect of the quality of doctor's services on the satisfaction of inpatients in JKN participants at RSUD dr. Djasamen Saragih Pematangsiantar in 2015.
Q: What is the significance of this study?
A: This study is significant because it highlights the importance of the quality of doctor's services in determining patient satisfaction. The results of this study can be used to improve the quality of healthcare services provided by RSUD dr. Djasamen Saragih Pematangsiantar and other hospitals.
Q: What are the dimensions of the quality of doctor's services that were studied?
A: The dimensions of the quality of doctor's services that were studied include reliability, responsiveness, guarantees, empathy, and appearance.
Q: Which dimension of the quality of doctor's services has the greatest influence on patient satisfaction?
A: The dimension of reliability has the greatest influence on patient satisfaction, showing that patients appreciate the availability of clear, accurate, and timely information from the doctor.
Q: What are the recommendations for improving patient satisfaction based on the results of this study?
A: The recommendations for improving patient satisfaction based on the results of this study include:
*** Increasing the dimensions of reliability: ** Ensuring the doctor provides complete and easy to understand information regarding the results of examination, diagnosis, treatment, and supporting examination to patients. *** Increasing the dimensions of responsiveness: ** Increasing doctor's responsiveness in responding to patient complaints quickly and professionally. *** Increasing the guarantee dimension: ** Ensuring the doctor has a commitment and willingness to be contacted by the patient if needed. ** Improve the dimensions of empathy: ** Increasing the doctor's empathy for patients and their families, by showing concern and attention to them. ** Improving the appearance dimensions: ** Improving the doctor's appearance in providing services, dressed neatly and professionally, and maintaining a polite and friendly attitude.
Q: What are the limitations of this study?
A: The limitations of this study include the relatively small sample size and the focus on the quality of doctor's services only.
Q: What are the future research directions based on the results of this study?
A: Future research should investigate the impact of other factors on patient satisfaction, such as the quality of nursing services and the hospital's physical environment. Additionally, future studies should explore the effectiveness of strategies to improve patient satisfaction, such as the implementation of patient-centered care and the use of technology to enhance communication between patients and healthcare providers.
Q: What are the implications of this study for healthcare providers and policymakers?
A: The implications of this study for healthcare providers and policymakers are that they should prioritize the quality of doctor's services and patient satisfaction in their efforts to improve healthcare outcomes and patient experience.
Q: What are the potential applications of this study?
A: The potential applications of this study include the development of strategies to improve patient satisfaction and the quality of healthcare services provided by hospitals and healthcare providers.