The Effect Of The Quality Of Health Services On Outpatient Satisfaction At UPT Puskesmas Padang Month Of 2023

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The Effect of the Quality of Health Services on Outpatient Satisfaction at UPT Puskesmas Padang Month of 2023

Introduction

The quality of health services is a crucial aspect of healthcare delivery, as it directly impacts patient satisfaction and loyalty. In Indonesia, the Regulation of the Minister of Administrative Reform (Permenpan) No. 14 of 2014 emphasizes the importance of establishing and implementing public service standards for each type of service. The Padang Bulan Puskesmas UPT, like many other healthcare institutions, faces challenges in achieving optimal service quality, resulting in low patient satisfaction. This study aims to explore the effect of service quality on outpatient satisfaction at Padang Bulan Puskesmas in 2023.

Background

The quality of health services is a multifaceted concept that encompasses various dimensions, including reliability, responsiveness, assurance, empathy, and tangibles. These dimensions are essential in determining the overall satisfaction of patients with the services provided. The Community Satisfaction Index (IKM) is a widely used tool to measure patient satisfaction, which is a critical indicator of the quality of health services. The Padang Bulan Puskesmas UPT has been struggling to achieve optimal service quality, leading to low patient satisfaction. This study aims to investigate the relationship between service quality and patient satisfaction, as well as its impact on patient interest to return to visit again Puskesmas.

Methodology

This study employed a quantitative research method with a cross-sectional research design. The correlation method was used to find the relationship between the variables studied. The data were collected through a survey of outpatients at the Padang Bulan Puskesmas UPT in 2023. The survey instrument consisted of a questionnaire that measured the dimensions of service quality and patient satisfaction. The data were analyzed using statistical software to determine the relationship between the variables.

Results

The results of the analysis showed a significant relationship between several dimensions of service quality and patient satisfaction. The findings are as follows:

  • Reliability (reliability): There is a strong relationship between the reliability and satisfaction of outpatients, with a P value of 0.000, which shows the level of significance (p <0.05). This indicates that reliable services are essential in determining patient satisfaction.
  • Responsiveness: The aspect of responsiveness also shows a positive relationship with patient satisfaction, with a P value of 0.000. This suggests that responsive services are critical in meeting the needs and expectations of patients.
  • Assurance (Assurance): For the guarantee dimension, the P value obtained is 0.019, indicating that the guarantee of service quality also contributes to patient satisfaction. This implies that patients value the assurance of quality services.
  • Empathy (Empathy): The dimensions of empathy also have a positive effect on patient satisfaction, with a p value of 0.001. This suggests that empathetic services are essential in building trust and loyalty with patients.
  • Direct Evidence (Tangibles): The relationship between direct evidence and patient satisfaction is also significant, with a p value of 0.001. This indicates that tangible services, such as clean and well-maintained facilities, are critical in determining patient satisfaction.

Discussion

The results of this study support the hypothesis that there is a relationship between service quality variables and its indicators, as well as patient satisfaction at the Padang Bulan Puskesmas UPT. The findings suggest that good service quality not only increases patient satisfaction but also creates an interest in re-visiting. Therefore, it is essential for the management of the Puskesmas to continue to improve the quality of the services provided. This study highlights the importance of investing in improving the quality of health services to meet the expectations and needs of patients, as well as improving the image of health institutions in the eyes of the community.

Conclusion

In conclusion, this study demonstrates the significant impact of service quality on outpatient satisfaction at the Padang Bulan Puskesmas UPT. The findings suggest that reliable, responsive, assured, empathetic, and tangible services are essential in determining patient satisfaction. The study highlights the importance of investing in improving the quality of health services to meet the expectations and needs of patients, as well as improving the image of health institutions in the eyes of the community. The results of this study provide valuable insights for healthcare institutions, policymakers, and researchers to improve the quality of health services and enhance patient satisfaction.

Recommendations

Based on the findings of this study, the following recommendations are made:

  • The management of the Padang Bulan Puskesmas UPT should prioritize improving the quality of health services to meet the expectations and needs of patients.
  • Healthcare institutions should invest in training and development programs for healthcare employees to enhance their skills and knowledge in providing high-quality services.
  • Policymakers should develop and implement policies that support the improvement of service quality in healthcare institutions.
  • Researchers should conduct further studies to investigate the impact of service quality on patient satisfaction and loyalty in different healthcare settings.

Limitations

This study has several limitations that should be acknowledged. Firstly, the study was conducted in a single healthcare institution, which may limit the generalizability of the findings. Secondly, the study used a cross-sectional research design, which may not capture the dynamic nature of service quality and patient satisfaction. Finally, the study relied on self-reported data from patients, which may be subject to biases and limitations.

Future Research Directions

Future research should aim to investigate the impact of service quality on patient satisfaction and loyalty in different healthcare settings. Additionally, researchers should explore the relationship between service quality and other outcomes, such as patient safety and quality of life. Furthermore, studies should investigate the effectiveness of different interventions aimed at improving service quality and patient satisfaction.
Q&A: The Effect of the Quality of Health Services on Outpatient Satisfaction at UPT Puskesmas Padang Month of 2023

Q: What is the main focus of this study?

A: The main focus of this study is to understand the relationship between service quality provided by health employees and patient satisfaction, and its impact on patient interest to return to visit again Puskesmas.

Q: What is the method used in this study?

A: This study employed a quantitative research method with a cross-sectional research design. The correlation method was used to find the relationship between the variables studied.

Q: What are the dimensions of service quality studied in this research?

A: The dimensions of service quality studied in this research are:

  • Reliability (reliability)
  • Responsiveness
  • Assurance (Assurance)
  • Empathy (Empathy)
  • Direct Evidence (Tangibles)

Q: What are the findings of this study?

A: The results of the analysis showed a significant relationship between several dimensions of service quality and patient satisfaction. The findings are as follows:

  • Reliability (reliability): There is a strong relationship between the reliability and satisfaction of outpatients, with a P value of 0.000, which shows the level of significance (p <0.05).
  • Responsiveness: The aspect of responsiveness also shows a positive relationship with patient satisfaction, with a P value of 0.000.
  • Assurance (Assurance): For the guarantee dimension, the P value obtained is 0.019, indicating that the guarantee of service quality also contributes to patient satisfaction.
  • Empathy (Empathy): The dimensions of empathy also have a positive effect on patient satisfaction, with a p value of 0.001.
  • Direct Evidence (Tangibles): The relationship between direct evidence and patient satisfaction is also significant, with a p value of 0.001.

Q: What are the implications of this study?

A: The findings of this study suggest that good service quality not only increases patient satisfaction but also creates an interest in re-visiting. Therefore, it is essential for the management of the Puskesmas to continue to improve the quality of the services provided.

Q: What are the recommendations of this study?

A: Based on the findings of this study, the following recommendations are made:

  • The management of the Padang Bulan Puskesmas UPT should prioritize improving the quality of health services to meet the expectations and needs of patients.
  • Healthcare institutions should invest in training and development programs for healthcare employees to enhance their skills and knowledge in providing high-quality services.
  • Policymakers should develop and implement policies that support the improvement of service quality in healthcare institutions.
  • Researchers should conduct further studies to investigate the impact of service quality on patient satisfaction and loyalty in different healthcare settings.

Q: What are the limitations of this study?

A: This study has several limitations that should be acknowledged. Firstly, the study was conducted in a single healthcare institution, which may limit the generalizability of the findings. Secondly, the study used a cross-sectional research design, which may not capture the dynamic nature of service quality and patient satisfaction. Finally, the study relied on self-reported data from patients, which may be subject to biases and limitations.

Q: What are the future research directions?

A: Future research should aim to investigate the impact of service quality on patient satisfaction and loyalty in different healthcare settings. Additionally, researchers should explore the relationship between service quality and other outcomes, such as patient safety and quality of life. Furthermore, studies should investigate the effectiveness of different interventions aimed at improving service quality and patient satisfaction.

Q: What are the implications for healthcare institutions?

A: The findings of this study have significant implications for healthcare institutions. They suggest that healthcare institutions should prioritize improving the quality of health services to meet the expectations and needs of patients. This can be achieved by investing in training and development programs for healthcare employees, implementing policies that support the improvement of service quality, and conducting further research to investigate the impact of service quality on patient satisfaction and loyalty.

Q: What are the implications for policymakers?

A: The findings of this study have significant implications for policymakers. They suggest that policymakers should develop and implement policies that support the improvement of service quality in healthcare institutions. This can be achieved by investing in training and development programs for healthcare employees, implementing policies that support the improvement of service quality, and conducting further research to investigate the impact of service quality on patient satisfaction and loyalty.

Q: What are the implications for researchers?

A: The findings of this study have significant implications for researchers. They suggest that researchers should conduct further studies to investigate the impact of service quality on patient satisfaction and loyalty in different healthcare settings. Additionally, researchers should explore the relationship between service quality and other outcomes, such as patient safety and quality of life. Furthermore, studies should investigate the effectiveness of different interventions aimed at improving service quality and patient satisfaction.