Abstract
Hospital is one of the places choosen by people who seek medical treatment when they get sick. One of the main reasons people choose a hospital is when they feel satisfied with the hospital services. The University of Muhammadiyah Malang (UMM) Hospital is classified as a new hospital that complies with the standard released by The Indonesian Health Department in term of Bed Occupancy Rate. The aim of this study is to find out the reasons behind patients' decision making on choosing medical services at UMM Hospital. A qualitative phenomenology method was used in this study. Data collection was conducted in February until March 2016. Interview was conducted to 8 informants that represent the patients from VIP class, class I, class II and class III of UMM Hospital. They are five themes about patient decision making on why they choose UMM Hospital as a health care provider such as the location, receives BPJS, friends recommendation, no other choice, and UMM Hospital is the best option. In conclusion, the patient’s decision making to choose hospitalization at UMM Hospital was influenced by several things. The existence of this information can be input for hospitals in developing appropriate marketing strategies and can further improve the quality of service to the community.
Highlights
The development of science and technology has greatly influenced people's attitudes to meet the needs of a healthy life
Hospital inpatient services divided into several treatment classes, including class I, class II, class III, and VIP
Knowing the reasons for inpatients choosing University of Muhammadiyah Malang (UMM) Hospital could become a reference for hospital to further their marketing promotions and service quality to community
Summary
The development of science and technology has greatly influenced people's attitudes to meet the needs of a healthy life It is indicated the trust of the community to use the services of the hospital as the primary choice when experiencing illness. Patient behavior for making decisions to choose inpatient care facilities was influenced by several components, such as cultural factors, social factors, individual factors, and psychological factors. Patients hope that they can get a sense of security to solve their health problems. It can be concluded that the UMM Hospital BOR has experienced a drastic increase in 2.5 years It shows a phenomenon where people's interest in choosing UMM Hospital services. Knowing the reasons for inpatients choosing UMM Hospital could become a reference for hospital to further their marketing promotions and service quality to community
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