Levels Of Client Satisfaction Research Articles

Quality Management Framework for Housing Construction in a Design-Build Project Delivery System: A BIM-UAV Approach

Quality management in project administration can affect the costs and schedule of a project considerably. The immediate notable result of unacceptable quality in a construction project is the “dissatisfied client.” which can be interpreted as “customer loss”. Additionally, defective work is a synonym for problems such as dispute, because items of non-compliance with early agreements can be considered the main factor in triggering claims by the client. The integrated use of two modern technologies, namely Building Information Modeling (BIM) and Unmanned Aerial Vehicles (UAV) is proposed in this study to support project quality management (PQM). This study aims to develop the theoretical underpinnings to provide a quality management framework, formed by BIM-UAV, for housing projects in design-build (D&B) contracts. For this purpose, in the first step the causes of client dissatisfaction rooted in quality concerns were identified in two phases of design and construction. The next step was dedicated to the mapping of BIM-UAV capacities to address the identified causes of dissatisfaction of the client. In the final step, expert opinion was obtained to integrate the BIM-UAV capacities to the quality management framework. The findings and main contribution of this study to the body of knowledge is a guide for design-builders to implement BIM-UAV as an innovative quality management solution to improve their services and to gain the maximum level of client satisfaction, focusing on house building.

Building Construction Clients’ Design Consultant and Contractor Selection Criteria Versus Post-Occupancy Satisfaction Levels

In today’s competitive building construction markets, achieving clients’ satisfaction is of utmost importance. The choice of a design consultant and a contractor for a building project has a crucial influence on the post-occupancy satisfaction of the client. Hence, this study provides insights into private building construction clients’ perceptions of a set of criteria contributing to their selections of design consultant and contractor together with the resulting post-occupancy overall client satisfaction levels eventually reached, by presenting survey findings of 330 clients in North Cyprus construction market. Unlike previous studies, the current study combined all the interrelated and vital stages of design consultant and contractor selection with post-occupancy client satisfaction levels. A further contribution is differentiating among various types of client groups’ behaviors in each of the three specified stages. Clients in different categories had distinct approach differences in selection stages, and different post-occupancy satisfaction values indicating that firms may benefit from market segmentation. “Residential” and “<120,000£” type building clients were the least satisfied groups, while “project execution stage” and “functionality” emerged as major features creating dissatisfaction. The findings revealed the importance attached by the clients to “references about the firm” in the selection stages and low client satisfaction with the completed projects. Regression analysis findings revealed different design consultant and contractor selection factors predicting overall clients’ satisfaction while assigning high importance to the “cost-effectiveness approach of the firm” emerged as the only strong predictor of dissatisfaction. This study provides a guide for building construction clients to attain higher post-occupancy satisfaction and assists design consultants and contractors in adopting specific customer-focused strategies.

Patient’s Satisfaction and Barrier to Seek Services From the Nurses in a Tertiary Level Hospital

This Quantitative study was conducted among the patients of BIRDEM, Dhaka. The study's goal was to determine user expectations, client satisfaction levels, and the quality of health care supplied in a tertiary level hospital in Bangladesh. A total of 100 respondents were chosen by systematic random sampling and interviewed. The study's findings suggest that client happiness is influenced by providers' behavior, particularly respect and politeness. A reduction in waiting time (on average to 30 min) was more important to clients than a prolongation of the quite short consultation time (on average 2 min, 22 sec), with 75% of clients being satisfied. patients spend 10 minutes or less than that for checkup. Delays in service may be acceptable due to the high volume of patients, existing facilities, and the large number of service providers. Overpopulation at the healthcare facility was named as the cause by 29.8% of respondents, while lack of trained manpower and doctors were named as the causes by 22.5 percent and 19.7 percent, respectively. Finally, the study suggests that boosting resources, as well as effective supervision and monitoring, could help enhance the hospital's service quality.

Satisfaction with HIV care: Comparative assessment between HIV clients in community pharmacies and specialty clinics in Rivers State Nigeria

Background: Decentralization is a major HIV care strategy that was implemented in 2016 with the aim of improving the availability and accessibility of HIV care by devolving HIV care services from tertiary health facilities to peripheral centres such as HIV community pharmacies (CP). Aim: This study assessed and compared the satisfaction of stable HIV clients receiving services at community pharmacy and specialist HIV clinic. Patients, Materials and Methods: Comparative cross-sectional study design involving 174 clients in CP and 174 clients in specialty clinics (SCs) in Rivers State, Nigeria was used. Clients’ satisfaction was measured using patient satisfaction questionnaire and dichotomized into satisfied and not satisfied. Chi-square test was used for the analysis of “strongly agree” and “agree” responses while Mann–Whitney U test was used to compare client’s satisfaction between facilities. Results: Clients attending CP showed higher mean ranks compared to SCs in the general satisfaction (P < 0.001) and financial aspect (P < 0.001) domains while the SCs clients demonstrated higher mean in the interpersonal manners (P = 0.012) and time spent with providers (P < 0.001). Overall, 65.5% and 72.3% of participants were satisfied with HIV care in SCs and CP respectively with a gap of 6.8% in favour of CP (P = 0.117). Conclusion: The study found a higher level of overall client satisfaction for HIV care services received at CP compared to the SCs. These findings emphasize the need for confirmation of this hypothesis using analytic design to inform further decentralization to the remaining Local Government Areas in Rivers State.

Organizational Characteristics, Individual Characteristics, Work Characteristics, and Technological Factors against Culture-Based Care

The quality of nursing services has a direct impact on the level of client satisfaction. The marketing wave of health services has now changed from the era of service excellence to the era of care with character so that caring behavior is the main principle in the quality of nursing services. This research is a quantitative research using a cross sectional approach. This research has been conducted at the Regional General Hospital Dr. Iskak Tulungagung and the Blambangan Regional General Hospital Banyuwangi. Respondents involved in this study amounted to 180 respondents. The research variables are Organizational Characteristics, Individual Chatacteristics, Work Characteristics, Technological Factors, Culture-based Caring, Quality of Nursing Work Life, and Quality of Nursing Services. The data in this study were analyzed using quantitative analysis techniques using SEM PLS. Organizational characteristics enhance culture-based caring. Individual characteristics enhance culture-based caring. Work characteristics enhance culture-based caring. Technological factors increase culture-based caring.

CLIENTS’ EMPIRICISM TOWARDS UPI PLATFORMS

The purpose of the study is to examine the awareness, perception and satisfaction level of clients of popular UPI platforms. Satisfied clients are the biggest promoters in today’s fast-changing competitive market. Their favourable word-of-mouth provides legitimacy, appeal, and aids in the acquisition of new clients to the business. The Unified Payment System (UPI) is designed to build a platform for cashless and transparent financial transactions by using the advantages of mobile technology. So, this study is based mostly on primary data collected from 100 samples from UPI clients in Kerala through structured questionnaire and the secondary data used only for theocratical frame. The key tools for data analysis is statistical tool like One-way ANOVA and weighted averages. Study result reveals the significant influence of educational status of the clients in their awareness of UPI platforms and its services. The study also observes the age and gender effect on the satisfaction and perception of clients. KEYWORDS: Unified Payment Interface (UPI), UPI Platforms, Client satisfaction, Client Perception, Digital inclusion.

Satisfaction on the university frontline services: From the lens of transacting students and employees

Client satisfaction is an influential predictor of academic life, such as services delivered with suitable standards. Thus, the study focused on determining the level of client satisfaction on the frontline services of Cagayan State University in Aparri, Philippines from the perspective of students and employees. To assess suitability, relevance, and to ensure adequate and reliable information for the evaluation of the study, the researchers adopted the descriptive- evaluative design and ascertained the level of clients’ satisfaction on the frontline services received and experienced on the campus. The study, however, was limited to the assessment of the respondents on their level of contentment only on the frontline services and providers they have encountered. The results indicated a very high level of satisfaction with which heads of offices have gained higher satisfaction ratings than that of their staff. When grouped according to the respondents’ profile, the older students rated higher the frontline services and providers than the younger ones. At the same time, regular employees have a higher level of satisfaction as compared to non-regular. The result of the study manifests students' and employees’ very high contentment with the actual performances of the frontline service providers.

High Satisfaction with Family Planning Health Education Among Women of Reproductive Age in Tanzania: An Exit Survey

Background: Reproductive and child health clinic attendance is vital in offering family planning health education among women of reproductive age in Tanzania. During these visits, group education sessions on modern contraception is offered to women before receiving the specific services they went for. Those who show interest with modern contraception proceed to individualized sessions on adopting one of the methods. Therefore, being satisfied during the group session is paramount to adopting modern contraception. This study therefore sought to assess the level of client satisfaction with the family planning health education among women of reproductive age from selected clinics in Dar es Salaam.&#x0D; Methodology: This was an observational study conducted in selected Reproductive Health clinics in three municipalities within Dar es Salaam region. Facilities were grouped by districts and ownership from which one third were systematically picked to provide 8 participants each. Interviewer led completion of the study tool was employed to assess satisfaction parameters. Analysis on satisfaction was all or none from a 5-point rating scale and association calculated with significance set at a p-value of less than 5% and 95% confidence interval.&#x0D; Results: There was a general higher satisfaction with the family health education offered during the visit period. Satisfaction with family planning health education was significantly higher among women with higher parity (p=0.009), employed (p=0.00001), and were attended to by a clinician (p=0.0006). A significant disparity within municipalities was also noted (p=0.005). Private facilities, shorter time in facilities, and non-cash payments did not significantly influence satisfaction.&#x0D; Conclusion: Family planning health education satisfaction is high among women of the reproductive age group in Dar es Salaam clinics. We need to explore how this satisfaction is translated to reduce the unmet needs for modern contraception in Tanzania. Furthermore, whether this high satisfaction translates into good knowledge remains unexplored.

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

Sustainable Approach in IT Project Management—Methodology Choice vs. Client Satisfaction

Major elaborations on sustainable development relating to the general economic sphere of various issue-related areas. Surprisingly little explicit guidance presenting this topic from the organizational side exists. To fill this gap, this paper attempts to propose and verify the concept of a sustainable approach to IT project management by involving the client at the stage of choosing the project management methodology. The research scope constitute IT projects, the subject of which was the development of software commissioned by the organization. The study aims to assess how the internal perspective of sustainability in IT projects, manifested in the matching of IT project management methodology to the client, affects the overall client’s satisfaction with the IT project, its products, and results. In the study, 64 IT projects implemented in Polish SME organizations were analyzed throughout their life cycle. The study has proved that introducing and improving the internal perspective of sustainability in IT projects, by matching an IT project management methodology to the client type is one of the key factors determining the level of client satisfaction and thus the assessment of the project’s success. The evaluation was made using the Servperv method by developing a measurement instrument dedicated to the IT project management area. Researches can use the proposed approach and the Servperv measuring tool to carry out similar analyses with different sample groups across other countries. The software industry can find results valuable and useful with regard to the IT project management improvement.

Assessing Factors Associated with Poor Community Based Health Insurance Client Satisfaction Level with Public Health Care Services in Negele Arsi Woreda Health Centers, West Arsi Zone Ethiopia

Objective: Community-based health insurance (CBHI) schemes are an emerging tool for providing financial protection against health-related poverty. In Ethiopia, CBHI is being piloted in 13 districts and expanded to 427 but community satisfaction with the scheme and health service delivery study have yet limited. Therefore, this study aimed to assess the satisfaction of CBHI client on the public health service they acquire. Methods: A facility based cross-sectional study design was conducted from March and April, 2019 in Arsi Nagele Woreda health centers. Three hundred ninety eight participants who visited the health care facility during the study period were included for quantitative and key informants interview were conducted.Data were entered in to and analyzed using SPSS version 22 and analyzed using descriptive and logistic regression model for quantitative and thematic analysis for qualitative study. Result: A total of 399 patients were participated in the study, yielding a response rate of 95% of which, 63.1 % were male, 24.4% of the clients were illiterates and almost 50% were from Kello Dure health center. The findings of the study showed that the overall client satisfaction level of CBHI with the health services received from the targeted health centers were 63.4% (95% CI=26.1-35.2). Clients who aged from 15-24 years [AOR=0.34 (95%CI=1.34-8.00)]. Those who have level of secondary education and above [AOR=0.45 (95% CI: 1.56-4.40)], waiting time at consultation area [AOR=0.68 (95% CI: 1.01-3.87)] and drugs availability [AOR=0.71 (95% CI: 2.15-10.30)]. Clients who were informed about service available at health facilities [AOR=2.11(95% CI: 1.29- 3.47)] were less likely unsatisfied with service delivered at health facilities. Qualitative research showed that the most unsatisfactory aspect for the CBHI clients on health service was lack of human power and Drugs. Conclusion and recommendation: This study showed higher clients’ satisfaction level in Arsi Negele district health facilities when compared to similar studies in the country. Young age, lack of drugs and supplies, poor information provision, long waiting time at consultation, was found to be the major causes of dissatisfaction. Therefore, the districthealth offices better to work on the quality of the service particularly around the waiting time of patient and health care provider interaction and drug accessibility.

Assessing Factors Associated with Poor Community Based Health Insurance for Client Satisfaction Level with Public Health Care Services in Negele Arsi District Health Centers, West Arsi Zone Ethiopia

Introduction: Community-Based Health Insurance (CBHI) schemes are emerging tool for providing financial protection for poor people living developing countries like Ethiopia. In Ethiopia, Community-Based Health Insurance (CBHI) was piloted in 13 districts and finally expanded to 427 districts, but satisfaction of community for the scheme and health service delivery is yet limited. Therefore, this study aimed to assess the satisfaction level of Community for health insurance. Methods: A facility based cross-sectional study design was conducted from March and April, 2019 in Arsi Nagele Woreda health centers. Three hundred ninety eight participants who visited the health care facility during the study period were included for the study. The data was entered to Epi-data version 3.1 and exported to Statistical Packages for Social Sciences (SPSS) version 21.0 for analysis Results: A total of 399 patients were participated in the study, yielding a response rate of 95%. 63.1% were male and 36.9% were females. The findings of the study showed that the overall client satisfaction level of CBHI with the health services received from the targeted health centers were 63.4%. Age, educational status, waiting time, drugs availability and knowledge were predictors for Clients satisfaction regarding service of community based health insurance. Qualitative dimension showed that the most unsatisfactory aspects for the Community Based Health Insurance (CBHI) health service were lack of skill personnel and availability of drugs at health facilities. Conclusion and recommendations: This study showed higher clients’ satisfaction level when compared to similar studies in the country. Young age, lack of drugs and supplies, poor information provision, long waiting time at consultation, were found to be the major predictors of dissatisfaction. Therefore, the district health offices should address and work on this predictor to regulate clients’ satisfaction for Community Based Health Insurance (CBHI).

Client Satisfaction of Antiretroviral Therapy Service Delivery: A Cross-Sectional Study at an Antiretroviral Therapy Center.

Context:People living with HIV (PLHIV)/AIDS are faced with the task of maintaining optimal health status despite an increasing insult to their immune status. Antiretroviral therapy (ART) centers provide comprehensive services to all PLHIV enrolled under the program. Patients with higher satisfaction levels may also have improved health outcomes.Aim:The aim of this study was to assess the client's satisfaction on ART service delivery and to identify the factors associated with client's satisfaction.Settings and Design:This was a facility-based, cross-sectional study.Materials and Methods:The study was conducted from August to October 2018 at the ART center of Rajamahendravaram. A total of 485 HIV-positive clients above the age of 15 years on ART for >6 months were selected by systematic random sampling after taking informed verbal consent. Data were collected by interviewing with the help of a validated structured English-version Likert-scale questionnaire, that is, University of Gondar College of Medicine and Health Sciences Institute of Public Health Pro forma.Statistical Analysis Used:Binary logistic regression and Chi-square test were conducted to identify the association between the explanatory variables and outcome variables (patient satisfaction).Results:The mean age of the clients was 39.6 ± 9.9 years. The overall satisfaction rate among the clients was 92.6%. Age, marital status, education, family income, socioeconomic status, and the waiting period to see the doctor were statistically significantly associated with the level of satisfaction of the clients (P < 0.05).Conclusion:The present study shows high levels (92.6%) of client satisfaction with services provided at the ART center, Rajamahendravaram. This motivates the health-care workers, program planners, and policymakers for a better continuum of care.

Analysis of client satisfaction - A case of customers’ containment availing services from Micro Finance Institutions

The financial well-being of the people living in society is pivotal essential for the country's economic development. The distribution and access to wealth played important role in the economic activities of states. Micro-financing strategies utilized globally to promote distribution and circulation of money, increase access of people living in the low quintile of economic status to the wealth. Similar to global trends, the microfinance strategy was introduced, which is a rapidly growing sector in Pakistan for the last few decades. There are more than 45 registered micro-finance institutions (both for-profit and not-for-profit) that provide services to people at the low-income level in Pakistan. The current study analyzed the level of client satisfaction between private, public, and non-government organization Micro-Finance Institutions (MFIs) operating at District Hyderabad of Sindh, Pakistan. The sample size of 300 clients receiving services from these MFIs, data collected by using random sampling technique on the instrument Likert Scale ranged from 1-5. The collected data processed through scientific methods factorial analysis, customer satisfaction index, and ANOVA. The results of the study presented that clients of non-government MFI are more satisfied as compared to public and private MFIs, male clients are more content to female, changes in family size and education change the level of client satisfaction, where age and monthly household income do not affect client satisfaction. In light of the study, it is recommended for MFIs to initiate client-centric policies especially in the public sector focus on the client glee in the response of services. In the micro-finance industry, female clients are the backbone; it is highly recommended to keep them in the center of attention during the development of policies to increase satisfaction levels.

Oral health perceptions and client satisfaction among homeless adults attending a community-centred dental clinic.

The homeless face significant barriers accessing dental care. Community-centred dental clinics might provide more accessible care to this group. This descriptive epidemiological study aimed to measure oral health perceptions and client satisfaction among homeless and similarly disadvantaged adults receiving community-centred dental care. A sample of 79 clients attending St Patrick's Oral Health Clinic completed Locker's Global Oral Health Item, the Oral Health Impact Profile 14 and the Client Satisfaction Questionnaire 4. High levels of satisfaction with St Patrick's Oral Health Clinic were based on positive staff attitudes, low cost, time effectiveness and staff sensitivity to anxiety. Ideas for improvement included shorter treatment waiting lists, offering additional treatment types and better communication and advertisement of the service. Compared to the general Australian population, participants reported a relatively poor self-perception of oral health and a high prevalence and severity of oral health impacts. Participants experienced significant personal and social impacts due to their oral conditions. High levels of client satisfaction reflect the value of community-centred dental care for this group. An understanding of factors influencing satisfaction might be useful for similar services providing oral care to homeless and similarly disadvantaged groups.

Levels and dimensions of client satisfaction with the treatment of recent maternal, newborn and child health related illnesses by frontline health workers in rural Nigeria.

Little is documented about levels of client satisfaction with maternal, newborn and child health services at primary health care (PHC) facilities in Nigeria, besides unsubstantiated anecdotes. This study examined different aspects of client satisfaction at primary healthcare level in Nigeria. Quantitative data were collected using personal digital assistants to capture responses from 1548 households in Bauchi and Cross River States. Descriptive statistics were used to summarize study results as frequency tables and percentages. Majority of the study respondents utilized government health facilities for treatment, however some clients used private sector health facilities. Women, newborns and under-fives were treated for a variety of illnesses and disease conditions. Treatment outcomes and levels of satisfaction did not appear to differ by cadre of healthcare provider. Respondents' level of satisfaction with healthcare services at primary healthcare level in Nigeria appear to reflect their modest quality of care expectations, especially in poor PHC rural settings.

Client Factors Affect Provider Adherence to Guidelines during First Antenatal Care in Public Health Facilities, Ethiopia: A Multi-Center Cross-Sectional Study.

Timely entry to an antenatal care with a healthcare provider who follows a set of national guidelines is assumed to ensure higher levels of client satisfaction. It is also expected to improve perinatal outcomes. Little is known about the level of adherence of Ethiopian providers to these guidelines. Therefore, this study aims to assess the proportion of clients who received complete (100%) provider adherence to antenatal care guidelines at the first visit and client associated factors in Gondar Town. A cross-sectional study of 834 study participants was conducted in public health facilities of Gondar Town in Ethiopia. An 18 point checklist was used to observe provider adherence to the first antenatal care visit guidelines. Descriptive statistics and multivariable binary logistic regression model were done by using STATA 14 software. The proportion of clients who received the complete provider's adherence to the first antenatal care guideline was 32.25% (95% CI: 29.1-35.5). The mean adherence score was 16.78%. Women who had prior history of pregnancy and/or birth-related complications (AOR = 1.58; 95%CI: 1.04-2.04) and late antenatal care booking at gestational week 16 or greater (AOR = 1.45; 95%CI: 1.03-2.03) were significantly associated with clients receiving complete providers' adherence to the first antenatal guideline. We found the level of adherence to national antenatal care guidelines during first visit as surprisingly low. When considering to upgrade the guidelines to the actual WHO guideline of eight visits, we recommend that refresher training be provided regularly to help staff understand the importance of following the guidelines as closely as possible. Perhaps, we need to learn more from the health care providers themselves about their reasons for not following the guidelines.

Process Evaluation of a National Elderly Nutrition-Care Program in Iran: Perspectives of Clients and Providers.

ObjectiveAs aging populations increase, many countries have begun implementation of policies to improve elder health and nutrition. This study evaluated key process components of nutrition sections of a national elderly integrated–care program in health-care centers in Iran.MethodsWith stratified three-stage random cluster sampling, a total of 256 elderly subjects (clients) and 76 staff members of health-care centers (providers) participated in the study. Quantitative and qualitative data were collected using two self-administrated questionnaires to evaluate various components of process evaluation for clients and providers. Program reach was measured by the ratio of the number in the target group who underwent the program to the number of eligible individuals. Exposure rate was measured as clients’ awareness of program services. Delivery and fidelity were assessed from providers' reports for each service. Satisfaction rates were assessed for the whole program and for each service of the program. All reasons behind strengths and weaknesses in each of the process-evaluation components were examined and are reported in detail.ResultsThe clients reported low-reach (20.0%) and moderate-exposure rates of 77.5%, with a program target of 90%. Primary training sessions were delivered to the providers as intended (100%), but most planned services for clients, especially vitamin and mineral supplementation, follow-up, and physical activity sessions, were poorly implemented, as they were delivered correctly to 24.7% (n=63, vitamin and mineral supplementation), 24% (n=62, follow-up), and 40.3% (n=103, physical activity sessions) of the clients, with a set program goal of 60%. An overall low level of implementation fidelity was observed, and 39.3% (n=30) of the providers believed that most clients did not benefit from the nutritional services. Overall, less than half (42.8%, n=101) the clients were highly satisfied with the program.ConclusionThe process evaluation showed insufficient reach, exposure, and fidelity of the program, as well as imprecise delivery of some services, which resulted in low levels of client satisfaction. The findings may have implications for further reinforcement of the program, and indicate the importance of continuous monitoring and evaluation of such programs.

Factors Affecting the Implementation of Continuous Quality Improvement in Health Facilities in Southern Nation and Nationalities Peoples Region (SNNPR), Ethiopia.

BackgroundContinuous quality improvement (CQI) has become an important aspect of healthcare organizations. The objective of this study was to identify contributing factors for implementing continuous quality improvement projects in health facilities for the better delivery of healthcare service in the region of South Nation and Nationalities Peoples Region (SNNPR), Ethiopia.MethodsA cross-sectional study was conducted from April to May 2018 in health facilities within two districts (woredas) located in SNNPR. Descriptive, bivariate, and multivariate analyses were used. During the analysis, a P-value less than 0.05 and 95% confidence interval (CI) were used to assess the significance of the associations.ResultsA total of 144 health professionals participated in the study. The majority of the respondents (75%) were male and 35% reported that their respective health facilities have implemented continuous quality improvement projects. More than half of the leaders (51.4%) were not receptive to new ideas and the majority of leaders were not encouraging learning (62.5%) or engaged in the quality improvement project implementation process (66%). Multivariate logistic regression analysis revealed that 84% of the health facilities were implementing a continuous quality improvement project (AOR=0.138 (0.029−0.652)). Similarly, client satisfaction was 90% (AOR=0.101 (0.019−0.522)) and the percentage of staff who believe that the quality improvement project contributed to the improvement of work at their respective health facility was 80% (AOR=0.181 (0.047−0.696)).ConclusionThe following variables, “Leaders receptiveness to new ideas”, “Leaders share information/data about health facility service delivery status”, “Health facility has a quality improvement project plan”, “Staff know using indicators to tell progress about service delivery”, and “Health facility assess client satisfaction level” were found to be independent predictors of continuous quality improvement (CQI) project implementation.

Kepuasan Klien Dengan Komunikasi Terapeutik Perawat Rumah Sakit Kepolisian Pusat Raden Said Soekanto

Objective: to identify Relationship between attitude and therapeutic communication techniques with the level of client satisfaction.Methods: This article use Cross-sectional study design from descriptive-analytic research type. The measuring instrument uses 25 questionnaires. The number of samples in this study was 209 clients from a total of 442 clients. Data analysis using Chi-Square and Gamma Test.Results: The level of client satisfaction with nurses' therapeutic communication techniques and attitudes was 53.10%. A positive attitude of nurses in therapeutic communication 64.6% of clients expressed satisfaction, while 65.2% of clients were satisfied with good techniques in nurse therapeutic communication. There is a Relationship between Attitudes and Therapeutic Communication Techniques with Client Satisfaction Levels with ρ 0,001 and 0,000.Conclusion: There is a significant and strong enough relationship between attitude and techniques therapeutic communication with the level of client satisfaction.