Relationship Quality Of Health Services With The Level Of Satisfaction Of Hospital Patients

Nuraeni Nuraeni,Haerani Haerani,Aszrul Ab Aszrul Ab

doi:10.37362/jch.v3i3.227

Abstract

Patient satisfaction is a patient's level of feeling that arises as a result of the performance of health services obtained after the patient compares with what he expected so that patient satisfaction is needed quality service. The purpose of this study is to determine the relationship between the quality of health services and the level of patient satisfaction. This study uses an analytical research design with a cross-sectional approach. The sample in this study were 47 respondents. The study was analyzed using chi-square test results of the study showed that the independent variable that is the perception of the quality of health services consisting of five dimensions has a relationship with patient satisfaction is reliability with p = 0.000, responsiveness with p = 0.000, guarantee with p = 0.002, empathy with p = 0,000 and physical evidence with p = 0,000. The conclusion of this study is the relationship between the quality of service reliability with patient satisfaction, there is a responsive relationship with patient satisfaction, there is a guaranteed relationship with patient satisfaction, there is an empathy relationship with patient satisfaction and there is a relationship of physical evidence with patient satisfaction. The advice is expected to health workers to continue to improve the quality of health services in order to achieve patient satisfaction.

Highlights

Patient satisfaction is one of the most important things in reviewing the quality of services, especially services provided by an agency to its patients
In this study it was seen that there was a significant relationship between the quality of health services based on reliability with the level of patient satisfaction, the quality of health services based on responsiveness with the level of patient satisfaction, the quality of health services based on guarantees with the level of patient satisfaction, the quality of health services based on empathy with the level of patient satisfaction, and the quality of health services based on physical evidence with the level of patient satisfaction at H.Andi Sulthan Dg.Radja Bulukumba Hospital
The results show that there is a relationship between the quality of health services based on responsiveness and the level of patient satisfaction with a p value of 0.047

Summary

Introduction

Patient satisfaction is one of the most important things in reviewing the quality of services, especially services provided by an agency to its patients. Where patient satisfaction is the level of one's feelings after comparing the performance of patients to the expectations that patients want when they want to seek treatment (Yulfita, Aini, & Andari, 2016). The quality of health services is the main focus for the community at this time. Demands for improving the quality of health services are often echoed both from service providers and from the public as service users. The quality of health services compiled by the Institute of Madicine (IOM) states the quality of health services is a step towards improving health services both individuals and populations in accordance with the expected health outcomes and in accordance with the latest professional knowledge (Imran, Bagu, & Baharuddin , 2017)

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Discussion

Conclusion