Patient Loyalty Research Articles

PERCEIVED VALUE AND TRUST TOWARDS PATIENT LOYALTY: A LITERATURE REVIEW

Increasing patient loyalty through patient-provider relationships becomes the key factor in medical providers’ successes. Perceived value is the long-term value that customers provide to hospitals. The creation of added value for customers, and increasing the level of satisfaction will make a major contribution to the possibility of customers staying, and customers are increasingly valuable to service providers. This study explored the mediated relationship between patients’ perceived value, trust, and patient loyalty. This study aims to examine the perceived value and trust in patient loyalty both in hospitals and medical centers. This literature review study was searched from 3 databases, namely PubMed, Scopus, and Google Scholar published between January 1, 2018-May 31, 2022. Inclusion criteria were research on medical care loyalty, experience in the patient's perceived value of hospital services, and patient’s trust in the hospital. A total of 11 from 86 articles found were selected for review. Based on 11 articles that have been reviewed discussing customer value and trust in patient loyalty. Hospital and Medical Center as health provider has a relationship between patients’ perceived value of medical services, commitment to the patient-provider relationship, and patient loyalty. Furthermore, when the patient demonstrated higher levels of trust in a healthcare provider, the relationship of perceived value, commitment, and patient loyalty was also enhanced.

The effect of brief mindfulness‐based intervention on patient satisfaction and loyalty after waiting

AbstractThis paper offers a novel, easy to execute, mindfulness‐based solution to the waiting time problem at healthcare facilities in particular, with the potential to enhance consumers' experience within a waiting time scenario. Findings of four studies—one in‐class experiment with undergraduates, one field study among adults in a doctor's office, one online experiment in the US, and one online experiment in Brazil—revealed that variations on a 5‐min mindfulness‐based intervention led to more positive perceptions and greater loyalty intentions towards the service. The findings confirm that offering mindfulness interventions to consumers while they are waiting may help reduce dissatisfaction and other negative outcomes that longer than expected waiting times might evoke.

The Effect of Quality, Brand Trust, and Brand Image of Cataflam™ on Patient Loyalty: a case study on K24 Pharmacy Yogyakarta

The success of a business is determined by how high consumer loyalty is to the brand owned by the business. High consumer loyalty is determined by product quality, brand trust, and brand image. Cataflam™ as one of the trademarks of a group of pain relievers belonging to the category of non-steroidal anti-inflammatory drugs (NSAIDs). Currently in almost all pharmacies, Cataflam™ is considered the best selling pain reliever compared to other brands. This study aims to observe the effect of product and packaging quality, brand trust, and brand image of Cataflam™ on patient loyalty at Apotek K24 Yogyakarta. Descriptive research method was carried out with student t-test to see the relationship between variables on patient loyalty. The convergence analysis of the questionnaire was proven by loading factor and AVE value, while the reliability analysis of the questionnaire was proven by Cronbach’s alpha and composite reliability (CR). Descriptive data collected from 100 patients showed that the questionnaire was reliable and converged with a loading factor of 0.773 to 0.959; AVE value 0.657 to 0.832; Composite Reliability (CR) value 0.884 to 0.933; and Cronbach’s alpha value 0.825 to 0.899. The results of the student t-test analysis showed that all p-values were less than 0.05. The conclusion of this study is that the quality, brand trust, and brand image of Cataflam™ as a pain reliever have an effect on patient loyalty.

Organizational commitment, patient satisfaction and loyalty in the first-level health facilities

Patient satisfaction and loyalty are widely cited as markers of healthcare quality. Organizational commitment assists first-level health facilities in achieving the goals by incorporating physicians in the implementation of holistic and comprehensive care. This study aims to analyze a structural model of physician organizational commitment, patient satisfaction, and loyalty in first-level health facilities. This study used an explanatory research design with a total sample of 199 physicians and 980 patients in 30 public and private first-level health facilities within the collaboration of national healthcare and social security, chosen by systematic random sampling. Analysis was performed by using partial least squares–structural equation modeling (PLS-SEM). Physician factors, organizational factors, and non-organizational factors have the strongest influence on physician organizational commitment (80.2%). To sum up, major efforts should be made to improve organizational commitment among physicians in providing holistic and comprehensive care in first-level health facilities to boost patient satisfaction and loyalty.

The Effect of Quality, Brand Trust, and Brand Image of Cataflam™ on Patient Loyalty: a case study on K24 Pharmacy Yogyakarta

The Effect of Quality, Brand Trust, and Brand Image of Cataflam™ on Patient Loyalty: a case study on K24 Pharmacy Yogyakarta

Retaining patients and maintaining volumes in a consumer-driven world

Patient retention is essential for healthcare organisations’ survival. Now that patients have become healthcare consumers, they expect their interactions — from finding a physician to scheduling and attending their appointment — to be fast and convenient. To meet these expectations, healthcare professionals need to provide digital strategies for patient engagement. The patient access team at Montefiore Health System launched a digital transformation initiative to improve patient access to care, attract new patients and maintain patient loyalty. This paper discusses the evolution of the patient engagement landscape and describes how Montefiore implemented digital strategies for continuous patient engagement that improve patients’ health and the organisation’s bottom line.

The Influence of Service Quality and Customer Relationship Management with Satisfaction Intervening Variables on The Loyalty of Health Facilities I

Patient loyalty is indicated by satisfaction a factor that can reflect the quality of service from the local health service. Customer Relationship Management is the management of its customers that can provide. This study aims to see the effect of Service Quality, Customer Relationship Management, Satisfaction, and patient loyalty. The population of this study focused on patients in health facilities in the Jasinga District by sampling, namely purposive sample where the sample was patients who used health facilities in Jasinga District as many as 205 respondents. This type of research is quantitative, with data collection by distributing questionnaires. The analytical method used is the Structural Equation Model (SEM-PLS) with the SMART PLS software program. Some of the findings in this study are that service quality has a positive effect on patient satisfaction. Customer Relationship Management has a positive effect on patient satisfaction. Customer Relationship Management has a positive effect on Patient Loyalty. Service quality has a positive effect on patient loyalty and finally, satisfaction has a positive effect on patient loyalty. This study has implications for increasing patient loyalty by providing information to help manage the quality of health services and customer relationship management by encouraging satisfaction so that it will always increase patient loyalty significantly.

Antecedents of Patient Satisfaction in Private Clinical Laboratories toward Patient Loyalty with Switching Cost and Location as Moderating Factors (An Empirical Study from Indonesia)

BACKGROUND: Clinical laboratory services are at the forefront to support healthcare services, particularly during the pandemic of COVID-19. The increasing number of private clinical laboratories at present days indicates the increase in patient needs, causing the healthcare service provider to face challenges as people have more options. Therefore fostering patient loyalty (PL) is a crucial success factor for the business growth of clinical laboratories as healthcare providers. 
 AIM: The purpose of this study is to analyse antecedents of patient satisfaction (PS) in clinical laboratories towards PL with the switching cost (SC) and location (LO) as moderating factors.
 METHODS: This study was done as a quantitative survey, and data were obtained by a cross-sectional approach with partial least squares structural equation modeling (PLS-SEM) for the data analysis method. There are 266 respondents eligible as samples, who undergo the phlebotomy process in a private laboratory located within a specific area.
 RESULTS: This study demonstrated that all the 9 hypotheses supported with α: 0.05 and p < 0.05, include 6 independent variables named administrative process (AP), information availability (IA), the environment in the phlebotomy room (ER), phlebotomy process (PP), waiting time (WT) and result notification (RN) that influence PS. Patient satisfaction has been shown to have a direct effect on patient loyalty and also mediate the antecedents. Furthermore, SC and LO have demonstrated a significant effect to moderate this relationship.
 CONCLUSIONS: Patient satisfaction has been confirmed as the main construct to predict PL whereas the AP is the most important independent variable followed by IA. Clinical laboratory management should pay more attention to these antecedents in order to ensure PS and retain the clinic’s patients. The cost from the patient's perspective should be taken into account since this helps the clinical laboratory keep the patient loyal.

A Systematic Review on Hospital’s Patient Satisfaction and Loyalty in Indonesia

Background: Customer loyalty is identified as a critical component of a company's success and profitability including in hospitals. Customer loyalty can only be accomplished if the company can provide high-quality services. The purpose of this study was to understand the influence or factors behind patient loyalty. Methods: Systematic literature review methods were used to process articles found in various journals and databases such as Elsevier, NCBI, Lancet, Springer, Nature, Taylor and Francis, ProQuest, Emerald, JSTOR, Web of Science, and GARUDA SINTA (the Science and Technology Index of expertise in Indonesia). Results: The initial search resulted in 1.174 (1 duplicated) and 1.173 were screened based on title and abstract. Finally, 29 articles were included for review regarding inclusion and exclusion criteria. The finding shows that concern for medical staff, perceived value, price, trust, treatment effectiveness, Service Quality, Interaction, Infrastructure, Process, and brand image, consequently affect patient satisfaction and loyalty. Those factors as an intervening variable in patient loyalty. Conclusion: In general, hospital health workers' competency, tangible factors (facilities), communication, punctuality in work (responsiveness), patient waiting time (facility satisfaction and responsiveness), queuing system, drug availability (price factor, facility satisfaction), providing information to clients (trust and communication, guarantees), equal treatment for uninsured patients, and complaint system for clients (Hospital Image) impact patient loyalty directly or indirectly.

Analysis of the Impact of Company Image and Service Quality on Patient Loyalty Through Patient Satisfaction as Intervening Variables

Analysis of the Impact of Company Image and Service Quality on Patient Loyalty Through Patient Satisfaction as Intervening Variables

Challenges to improving patient satisfaction and patient loyalty in public hospitals during a pandemic

The COVID-19 pandemic impacts all sectors and aspects of life, including in health care facilities. To meet the demands of improving health care quality, public hospitals must continue to strive to increase patient satisfaction and loyalty. However, previous studies did not provide much insight into patient satisfaction and loyalty in public hospitals during the COVID-19 pandemic. This study reviewed at articles that discussed factors and strategies for increasing patient satisfaction and loyalty in public hospitals during the COVID-19 pandemic.This study employs a narrative review method to examine 12 research articles on patient satisfaction and patient loyalty published between January 2020 and December 2021 on the Science Direct, Google Scholar, and ProQuest databases. During a pandemic, the overall quality of health services contributes to patient satisfaction. Furthermore, hospital image, patient experience, patient trust, quality of service, customer value, perceived value, hospital health promotion, and service innovation all have an impact on patient satisfaction and loyalty. This review identified the determinants of patient loyalty and patient satisfaction in public hospitals during the COVID-19 pandemic, allowing them to meet the demands of meeting service quality targets.

Factors of Services Quality that Influence Patient Loyalty at Muslim Friendly Hospital: A Malaysian Perspective

Malaysia’s healthcare industry’s demand is increasing, especially in Islamic medical care, and continues to be growing with chances for improvement and innovation in diagnoses and medical treatment. Even though a window of an opportunity is rapidly growing, the medical care quality offered to patients in Malaysia’s Muslim-friendly hospital remains inadequate because of unarticulated patient needs. The objective of this investigation is to measure service quality factor’s towards patient loyalty in Malaysia’s Muslim-friendly healthcare sector. 260 survey questionnaires were distributed between inpatients and outpatients. All patients must receive services of at least one day at hospital in Kumpulan Berhad Johor (KPJ). 250 surveys were received and analyzed using SPSS 25. On one hand, patients at KPJ are not really aware about the doctors and nurses Islamic knowledge for medical practices since the majority of respondents are from a younger generation. Furthermore, Malaysian healthcare services face some problems in Muslim-friendly hospital medical treatment principles because of multi-cultural religion and various medical personnel religious backgrounds. Research findings provide an insight for SERVQUAL model and practical implication of Muslim friendly hospital.

A patient-reported experience measure for community pharmacy including development of a short-form: The perceived service quality scale.

The perceived service quality scale (pSQS) is a patient-reported experience measure (PREM) previously developed for measuring perceived service quality (pSQ) in community pharmacies. While measuring pSQ is feasible, further psychometric evaluation of the pSQS is warranted. In addition, the length of the 20-item pSQS may lead to fatigue among patients. It remains to be determined whether a short form of the pSQS has acceptable psychometric properties. The aim of this study was to psychometrically test the pSQS with a specific focus on making scoring recommendations and developing a short form pSQS with acceptable psychometric properties. Participants were recruited either in community pharmacies or via an online panel to complete a questionnaire including the pSQS. Confirmatory factor analyses (CFA) were conducted using robust statistics, including tests of factorial invariance. Alternative models were tested including a bifactor model. Spearman's correlation was used to conduct test-retest analyses on responses obtained one month apart. Data were analysed from 319 participants recruited in-store and 303 participants recruited online, 86 participants providing test-retest reliability. Tests of factorial invariance indicated that the pSQS is stable across settings. The most parsimonious and best-fitting solution was obtained with a 19-item bifactor model with 5 factors plus a "general" factor. Factor scores obtained from the "general" factor explained sufficient variance and are unlikely to be excessively biased in regression models. A short-form 6-item scale (pSQ-SF6) demonstrated acceptable psychometric properties and similar predictive capacity to the original pSQS for patient loyalty intentions. Test-retest analyses indicated acceptable reliability for pSQS and PSQ-SF6. This study confirms that the pSQS has acceptable psychometric properties including temporal stability. It is recommended that a 19-item pSQS be used to obtain a comprehensive overview of patients' pSQ. The short-form pSQ-SF6 is suitable as a community pharmacy PREM.

Pengaruh Kualitas Pelayanan Kesehatan dan Sarana Prasarana Terhadap Loyalitas Pasien Melalui Kepuasan Pasien

The growing competition between hospitals is getting tougher so that every hospital is required to enhance competitiveness by trying to give satisfaction to all its patients. The progress and development of the hospital will depend on the quality of the services provided. Hospital growth in Indonesia is quite high in the past ten years. However, this growth does not indicate good quality. Data from the Hospital Accreditation Commission in 2014 recorded that only 535 hospitals were nationally accredited from 2424 hospitals registered in Indonesia or around 22 percent. This study was conducted with the aim of analyzing the effect of the quality of health services and infrastructure on patient loyalty through patient satisfaction at the Jala Ammari Hospital in Makassar. This research used quantitative research by using path analysis method. The population in this study was 1,432 patients. The number of samples was 115 patients. The sampling technique in this study is random sampling. The results of this study indicate that the significance value of (1) the effect of health service quality on patient loyalty is 0.016, (2) infrastructure facilities on patient loyalty is 0.017 (3) the quality of health services to patient satisfaction is 0.000, (4) infrastructure facilities to patient satisfaction of 0.043, (5) patient satisfaction on patient loyalty is 0.025, (6) the effect of health service quality on patient loyalty through patient satisfaction is 0.044, (7) the effect of infrastructure on patient loyalty through patient satisfaction is 0.258. The conclusion that the quality of health services goes well so as to increase patient loyalty through patient satisfaction, but seen from the facilities has not been implemented properly on patient loyalty through patient satisfaction.

Effect of Service Quality on Patient Satisfaction with the Hospital's Image as a Moderator at Royal Prima Hospital Medan

Customer loyalty has become an interesting issue in the field of marketing. This customer loyalty arises because of the influence of the satisfaction felt by customers. Imaging is an important stage for hospitals because it can encourage customer loyalty. Customer service is a very important element to foster customer satisfaction which ultimately fosters loyalty to customers. This study aims to examine the influence of hospital image and service quality on customer loyalty through patient satisfaction. This research method is a descriptive quantitative conducted at RSU Royal Prima Medan in July 2022. The total population of outpatients and inpatients using hospital services in the last 3 months ± 35,456 people with an average per month of ± 11,818 patients. The minimum sample using the sem structural equation modeling (SEM) analysis technique was determined by 100 people. Sample determination technique using nonprobability sampling method purposive sampling approach. Data analysis using bivariate and multivariate with multiple regression analysis models and simulates hypothesis assessment using the F test and T-test. The calculated F value of 45,213 is greater than that of F table 3.07 with a sig of 0.002 < 0.05. The Service Quality Variable has a calculated t of 4.522 and a t table value of 1.977 then the calculated t value of > t tabel at α=5% (4,522>2,627) with a significant value of 0.002 is less than 0.05 (0.002<0.05), so the results of the H0 study were rejected and H1 was accepted. The conclusion of the Service Quality variable (X1) and the Image variable (X2) partially had a significant effect on Patient Loyalty (Y) at Royal Prima Hospital Medan. The result of the value of the coefficient of determination (Adjusted R Square) is 0.460. This shows that 46% of the Patient Loyalty variable (Y) can be explained by the service quality variable (X1) and the Image variable (X2), while the remaining 64% is a variation of other variables that are not described in this study, for example, discipline, leadership, and so on.

The association between nurses' physical activity counselling and patients' perceptions of care quality in a primary care facility in Ghana.

Many countries including Ghana and Australia have adopted physical activity (PA) counselling in healthcare as a public health improvement strategy. Even so, more evidence is needed to improve clinical PA counselling among clinicians, including nurses. This study examined the association between nurses' physical activity counselling (NPAC) and patients' perceptions of care quality. The study adopted a cross-sectional design with a sensitivity analysis against potential confounding. The setting of the study was a public primary care facility in Darkuman, Accra. Participants were 605 patients in wards and the Outpatient Department of the facility. Data were collected using a self-reported questionnaire and analyzed using structural equation modeling. A sensitivity analysis was conducted to select potential confounding variables for the study. The study found that higher care quality was associated with larger scores of NPAC (β = 0.34; CR = 8.65; p = 0.000). NPAC has no significant direct association with patient satisfaction (β = 0.01; CR = 0.22; p > 0.05) and loyalty (β = 0.05; CR = 1.21; p > 0.05), but care quality and patient satisfaction fully mediate the association between NPAC and patient loyalty. It is concluded that NPAC in healthcare can improve care quality and indirectly increase patient satisfaction and loyalty through care quality. The incorporation of PA counselling into clinical nursing may, therefore, be consistent with the core mission of hospitals.

The Effect of Brand Image and Patient Satisfaction on Patient Loyalty in Outstanding Installations Dr. Tadjuddin Chalid Makassar

Customer loyalty is a customer's commitment to a brand, product or service based on a positive attitude that is reflected in consistent repeat purchases. This study aims to analyze the effect of Brand Image and patient satisfaction on the loyalty of outpatients at Dr. RSUP. Tadjuddin Chalid Makassar. This type of research is a quantitative research using an observational study with a cross sectional study design. The sample in this study were outpatients at Dr. Tadjuddin Chalid Makassar, totaling 170 respondents. The results showed that there was a direct influence of Brand Image on patient satisfaction, direct influence of Brand Image on patient loyalty, direct influence of satisfaction on patient loyalty and direct and indirect influence of brand image on patient loyalty through patient satisfaction in the outpatient installation at Dr. RSUP. Tadjuddin Chalid Makassar. It is recommended to the hospital management to be able to use various media to carry out promotions in order to further expand information about the big name and logo of the hospital so that it is more widely known, implement and make policies and review things that are still lacking, especially making improvements by adding equipment. and maintain the hospital's physical facilities

The Mediating Role of Patient Loyalty on the Relationship Between Satisfaction on Physical Environment and Intention to Recommend

The Mediating Role of Patient Loyalty on the Relationship Between Satisfaction on Physical Environment and Intention to Recommend

Consumer-centric approach to enhance access to pediatric specialty care.

Health systems must adapt to an increased consumer-centric environment to remain relevant in an ever-growing competitive health care landscape in which convenience is a key driver of patient satisfaction and loyalty. To adapt to this new environment, health systems must redesign processes to transform the delivery of ambulatory care and provide near real-time access to specialty care. A pediatric academic medical center in western Pennsylvania used a process-improvement approach to enhance timely access to specialty care and deliver a consumer-centric patient experience. Critical factors in this process included engagement of key stakeholders, implementation of scheduling best practices, development of a set of scheduling guidelines, increased use of advanced practice providers, and use of data analytics to measure and benchmark performance. The time to schedule a new patient appointment decreased from 42 to 4 days and the patient satisfaction access domain increased by 57 percentile points. These factors should scale to other institutions, thereby enabling generalizable results.

Experience of introducing lean technologies in a polyclinic on the example of the activities of nurses in the blood sampling room

The purpose of introducing lean technologies is to increase the availability, quality and safety of medical care by optimizing and standardizing the blood sampling process, eliminating losses in the work of a nurse in a treatment room. Results. «Lean» jobs for nurses in the blood sampling room were organized, innovative technologies were introduced into their work, the throughput of patients was increased, and the number of errors at the pre-laboratory preanalytical stages was minimized. Conclusion. The activities carried out during the implementation of the project made it possible to optimize the working hours of nurses in the blood sampling room, improve the quality of medical services, as well as increase patient loyalty by creating a comfortable and safe environment, and satisfaction of medical personnel with working conditions.