The Effect Of The Quality Of Health Services On Inpatient Patient Satisfaction At The 2017 Deli Serdang Lubuk Pakam Regional Hospital In 2017
Introduction
The quality of health services is a crucial aspect of health service organizations, particularly hospitals. As a health service provider, hospitals are required to provide excellent service and meet patient expectations. The quality of health services in accordance with patient expectations can create high satisfaction in the use of health services. This study aims to analyze the effect of various dimensions of quality of health services, namely tangible (direct evidence), reliability (reliability), responsiveness (responsive power), assurance (guarantee), and empathy (empathy) to the satisfaction of inpatients in the Regional General Hospital (RSUD) Deli Serdang in 2017.
Background
The quality of health services is a critical factor in determining patient satisfaction. Patient satisfaction is a key indicator of the quality of health services, and it is essential to understand the factors that influence it. The quality of health services is a complex concept that encompasses various dimensions, including tangible, reliability, responsiveness, assurance, and empathy. These dimensions are essential in determining patient satisfaction, and understanding their impact is crucial for improving the quality of health services.
Methodology
This research is included in the category of survey research with an explanatory approach or explanation research. The population studied was inpatients who were treated at Deli Serdang Regional Hospital, with a sample consisting of 96 people. Data was obtained through interviews using a questionnaire, while data analysis was carried out through multiple linear regression.
Results
The results showed that there was a significant effect of the tangible, responsiveness, and empathy dimensions on the satisfaction of inpatients at Deli Serdang Regional Hospital. However, there is no significant influence on the dimensions of reliability and assurance on patient satisfaction. Of all the dimensions studied, the empathy variable has the greatest effect with a beta value of 0.354. This shows that the empathy attitude of health workers, such as doctors and nurses, will determine patient satisfaction.
Discussion
The findings of this study suggest that the quality of health services has a significant impact on patient satisfaction. The tangible, responsiveness, and empathy dimensions of quality of health services were found to have a significant effect on patient satisfaction. However, the reliability and assurance dimensions were not found to have a significant impact on patient satisfaction.
The empathy variable was found to have the greatest effect on patient satisfaction, with a beta value of 0.354. This suggests that the empathy attitude of health workers, such as doctors and nurses, is a critical factor in determining patient satisfaction. The findings of this study are consistent with previous studies that have found that empathy is a critical factor in determining patient satisfaction.
Conclusion
The influence of the quality of health services on patient satisfaction cannot be considered trivial. In this context, Deli Serdang Regional Hospital is expected to continue to improve the quality of their services for patient satisfaction and welfare. Through sustainable improvement efforts, hospitals can build a good reputation and increase public confidence in the health services they offer.
Recommendations
Based on the findings of this study, the following recommendations are made:
- Improve the tangible aspects: The hospital should improve the facilities and comfort of the inpatient room to enhance patient satisfaction.
- Increase the ability of doctors and nurses: The hospital should increase the ability of doctors and nurses in resolving patient complaints to improve patient satisfaction.
- Improve the readiness of nurses: The hospital should improve the readiness of nurses in responding to patient requests to provide better services.
- Hold a suggestion box: The hospital management can hold a suggestion box in the inpatient room for a patient satisfaction survey, so that evaluation can be carried out continuously and be a consideration in future policy making.
Limitations
This study has several limitations. The sample size was relatively small, and the study was conducted in a single hospital. Future studies should aim to increase the sample size and conduct the study in multiple hospitals to increase the generalizability of the findings.
Future Research Directions
Future research should aim to investigate the impact of other factors on patient satisfaction, such as the quality of care, the waiting time, and the communication between healthcare providers and patients. Additionally, future research should aim to investigate the impact of patient satisfaction on health outcomes, such as mortality and morbidity.
Conclusion
Q: What is the significance of quality health services in hospitals?
A: Quality health services are very important for health service organizations, particularly hospitals. As a health service provider, hospitals are required to provide excellent service and meet patient expectations. The quality of health services in accordance with patient expectations can create high satisfaction in the use of health services.
Q: What are the dimensions of quality health services?
A: The dimensions of quality health services include tangible (direct evidence), reliability (reliability), responsiveness (responsive power), assurance (guarantee), and empathy (empathy).
Q: What is the impact of tangible, responsiveness, and empathy dimensions on patient satisfaction?
A: The results showed that there was a significant effect of the tangible, responsiveness, and empathy dimensions on the satisfaction of inpatients at Deli Serdang Regional Hospital. However, there is no significant influence on the dimensions of reliability and assurance on patient satisfaction.
Q: What is the greatest effect on patient satisfaction?
A: The empathy variable has the greatest effect on patient satisfaction, with a beta value of 0.354. This shows that the empathy attitude of health workers, such as doctors and nurses, will determine patient satisfaction.
Q: What are the recommendations for improving patient satisfaction?
A: Based on the findings of this study, the following recommendations are made:
- Improve the tangible aspects: The hospital should improve the facilities and comfort of the inpatient room to enhance patient satisfaction.
- Increase the ability of doctors and nurses: The hospital should increase the ability of doctors and nurses in resolving patient complaints to improve patient satisfaction.
- Improve the readiness of nurses: The hospital should improve the readiness of nurses in responding to patient requests to provide better services.
- Hold a suggestion box: The hospital management can hold a suggestion box in the inpatient room for a patient satisfaction survey, so that evaluation can be carried out continuously and be a consideration in future policy making.
Q: What are the limitations of this study?
A: This study has several limitations. The sample size was relatively small, and the study was conducted in a single hospital. Future studies should aim to increase the sample size and conduct the study in multiple hospitals to increase the generalizability of the findings.
Q: What are the future research directions?
A: Future research should aim to investigate the impact of other factors on patient satisfaction, such as the quality of care, the waiting time, and the communication between healthcare providers and patients. Additionally, future research should aim to investigate the impact of patient satisfaction on health outcomes, such as mortality and morbidity.
Q: What is the conclusion of this study?
A: In conclusion, this study found that the quality of health services has a significant impact on patient satisfaction. The tangible, responsiveness, and empathy dimensions of quality of health services were found to have a significant effect on patient satisfaction. However, the reliability and assurance dimensions were not found to have a significant impact on patient satisfaction. The findings of this study suggest that hospitals should focus on improving the tangible aspects, increasing the ability of doctors and nurses, and improving the readiness of nurses to provide better services.