Hospital Service Quality Research Articles

Optimalisasi Manajemen Stres sebagai Upaya Peningkatan Kinerja Perawat di Rumah Sakit

Introduction High stress among nurses can affect the performance and quality of services in hospitals. Effective stress management is the key to improving nurse performance and the quality of health services. Therefore, optimizing stress management is an important focus in efforts to improve nurse performance. The aim of this service aims to optimize stress management strategies and evaluate their impact on improving the performance of nurses in hospitals. The methods used include stress management training for nurses in hospital inpatient rooms. Data was collected through surveys, interviews, and observations before and after strategy implementation. Results Nurse performance scores and stress levels were measured using a questionnaire. Before implementing the strategy, the average nurse performance score was 3.5 with an average stress level of 4.2. After implementing the stress management strategy, the performance score increased to 4.1 and the stress level decreased to 3.2, indicating that the stress management strategy was successful in improving nurse performance and reducing stress levels. Optimizing stress management is effective in improving nurse performance and reducing stress levels in hospitals. This program makes a positive contribution to the quality of health services and the work welfare of nurses. Recommendations include continued implementation of these strategies and provision of additional support for nurses.

Communication as a component of quality in hospital services: a patient-user perspective

Communication as a component of quality in hospital services: a patient-user perspective

THE INFLUENCE OF PRODUCT, PRICE, PLACE, PROMOTION, PEOPLE, PROCESS AND PHYSICAL EVIDENCE ON GENERAL PATIENT SATISFACTION IN THE INPATIENT UNIT OF THE ELIM HOSPITAL IN RANTEPAO, NORTH TORAJA REGENCY

This study aims to analyze the influence of product, price, place, promotion, people, process and physical evidence on general patient satisfaction in the inpatient unit of Elim Rantepao Hospital, North Toraja Regency. The population of this study is 15,798 general patients, of which 375 were taken as samples. The results of the analysis showed that there was a significant influence of the dimensions of Product, Price, Place, Promotion, People, Process, and Physical Evidence on General Patient Satisfaction in the Inpatient Unit of the hospital. The analysis also showed that the 7P Marketing Mix variable of the people dimension had the most influence on patient satisfaction at the hospital with an Exp value (3,395). The chi square p-value test of 0.747 0.05 was used to test the significance value of the dimension of Place on the overall satisfaction of general patients. This study is expected to provide benefits and can provide input from hospitals to improve the quality of hospital services and marketing.

Improving the Quality of Hospital Services Through the Integration of Servqual, Kano, and Two Iterations of Quality Function Deployment (QFD)

Purpose – This research focuses on the problem of decreasing the number of private hospital visits, one of the causes of which is patient dissatisfaction with the healthcare services provided. This research aims to design recommendations for improving the quality of a hospital's health services based on the perceived needs of patients so that it is hoped that patient satisfaction can be achieved well. Methodology/approach – The literature review defines service quality and patient requirements in this research. Servqual and Kano questionnaires are used in this research, with 150 patients as respondents. After the quantitative data has been obtained and analyzed, the next step is to collect qualitative data by conducting interviews with health service management experts. By using QFD analysis, the relations between patient requirements and service characteristics are obtained. Targeted health service criteria will be chosen to be used as recommendations to improve hospital services. Findings – Some patient requirements are not optimally fulfilled by the hospital. Service characteristics and service critical parts are prioritized for the recommendation in improving the hospital health services. Novelty/value – The research combines scientific disciplines marketing, namely Service Quality (Servqual) and scientific disciplines operations management, namely Kano and Quality Function Deployment (QFD) first iteration (House of Quality) and second iteration (Part Deployment), with the hospital’s health service as the research object. The integration can be used in other service companies, especially in health services.

Factors that Influence the Satisfaction of Health Service Recipients in Hospitals: Systematic Literature Review

One of the challenges in hospital health services is patient dissatisfaction. Patient satisfaction relates to their feelings about the health services received compared to their expectations. Improving the quality of hospital services is crucial for enhancing patient satisfaction.This study aims to find out the factors that can influence the satisfaction of health service recipients in hospitals. The literature review method was used for journals related to client satisfaction factors and health services in hospitals limited to the years 2019-2024. This research method includes 7 international journals, 4 international journals indexed by Scopus, and 5 national journals, 4 journals certified by Sinta (S3:1 S4: 3). Based on the results of the review, it was found that satisfaction with health services in hospitals was influenced by the following factors: physical evidence (2 journals), reliability (2 journals), responsiveness (2 journals), health insurance (2 journals), empathy (2 journals), religion (1 journal), respondent satisfaction (1 journal), assessment of health services (1 journal), health services (1 journal), limiting the number of patients (1 journal), and standard prevention (1 journal). In conclusion, factors that influence the satisfaction of health service recipients in hospitals include physicality, reliability, responsiveness, health insurance, and empathy.

The Role Of Information Technology In Improving The Quality Of Health Services In Hospitals

This study aims to identify, analyze, and provide recommendations for the effective implementation of information technology to improve the quality of health services in hospitals as well as to find out how the IT process has become an integral component in various sectors, including business, education, government, and health. The methodology used in this study is a literature study and secondary data analysis as well as interviews with health practitioners and information technology experts with a review of scientific articles, research reports, and other publications, data from the Ministry of Health, and relevant national surveys. This will help in identifying current trends, challenges, and opportunities in the application of information technology in hospitals. Information technology has a positive impact on the quality of health services through operational efficiency, accuracy and security of patient data, increased patient satisfaction, and improved accessibility of services. There are challenges and barriers in the implementation of information technology such as implementation costs, training and human resources, data security and privacy, and resistance to change. The implementation of information technology in hospitals has great potential to improve the quality of healthcare services. However, challenges and barriers such as implementation costs, training needs, data security, and resistance to change must be overcome to achieve success.

KAJIAN LITERATUR PENGELOLAAN OBAT DI RUMAH SAKIT

Drug management is a managerial principle of hospitals, especially in terms of drug management in hospitals which aims to prevent stock out and stagnant stock. If this happens, it will result in inefficiency and become medically and economically bad. Because the quality of good drug services will improve the overall quality of hospital services. The design of this study is a literature review. The search for the articles discussed in this study uses several databases, including Google Scholar and ScienceDirect, with a time span of 2014 to 2024. The keywords used to search for the article are drug management, hospital, drug management. The type of article used is a research article. The collected articles are then re-selected using inclusion criteria, namely: 1) the purpose of the article is to analyze drug management in hospitals, 2) it is a cross-sectional research, and the exclusion criteria, namely 1) it is not a full-text article, 2) the article does not use Indonesian or English. The importance of drug management in pharmaceutical installations in achieving optimal health services in hospitals, so the drug management process needs to be supervised to find out the weaknesses and advantages in its operational implementation.

The Relationship between Hospital Service Quality and Patient Trust is Mediated by Patient Satisfaction in Patient Loyalty at Hospital X

This study aims to determine the relationship between hospital service quality and patient trust, mediated by patient satisfaction and patient loyalty at the Hospital X. The research method used is quantitative research. The population used in the research were general patients at the Hospital X using a sample size of 162 respondents. The data processing method in this research is structural equation modeling (SEM). The research results show that there are several important findings, such as the quality of hospital services influences patient trust and patient satisfaction, however the quality of hospital services does not influence patient loyalty. Patient trust influences patient satisfaction, patient satisfaction influences patient loyalty as well. Quality of service indirectly influences patient trust through patient satisfaction. Quality of hospital service indirectly influences patient satisfaction through loyalty. Patient trust influences patient satisfaction through patient loyalty. Quality of hospital service. Quality of hospital service influences patient trust through patient satisfaction in patient loyalty.

Improving Service Quality of A Private Hospital to Provide Satisfaction Of BPJS Participants

Health services are the most basic public services that must be carried out by the government to achieve a prosperous society. It is on this basis that the Government needs to improve the quality of public health with social security, namely the National Health Insurance (JKN), through the Health Social Security Administration Agency (BPJS). The focus of this research is how on the quality of health services provided by a private hospital to BPJS participants. This is a qualitative research with a case study approach. This study aims to answer the questions about the quality of service at hospital X in Bogor City for BPJS participants and what efforts should be made to provide satisfaction to BPJS participants. Data collection was carried out by observation, documentation, and semi-structured interviews with ten BPJS participants and an expert in the field of public policy. The results of this study indicate that the service quality of hospital X in Bogor City that consists of tangible, reliability, responsiveness, assurance and empathy still needs to be improved to provide satisfaction to BPJS health participants.

Exploring Patient Satisfaction with Hospital Services Using SERVQUAL: A Case Study in Bandarlampung Municipality, Indonesia

Research Aims: The research of hospital quality service in Indonesia by using SERVQUAL is limited in the literature. This research aims to analyze the dimensions necessary for hospitals to enhance service quality to meet the standards expected by stakeholders, hospital management, government, the academic community, and patients. Design/methodology/approach: The research employs a survey method, distributing questionnaires to hospital patients as research tool. The study population comprises hospital users in Bandarlampung Municipality, with purposive sampling utilized for selection. Respondents were given the option to complete a questionnaire before leaving the hospital or online via email or WhatsApp for those discharged. Research Findings: The findings reveal that dimensions of hospital service quality, including infrastructure, administrative procedures, overall patient experience, and hospital social responsibility, significantly influence patient’s satisfaction in hospitals in Bandar Lampung. However, the quality of human resources and security procedures do not exhibit a significant impact on patient’s satisfaction. Theoretical Contribution/Originality: This research expands the application of the SERVQUAL model beyond its traditional domains by analyzing hospital service quality within the Indonesian context. The study identifies critical dimensions such as infrastructure, administrative procedures, overall patient experience, and hospital social responsibility as significant predictors of patient satisfaction. By understanding these challenges, context-specific strategies for enhancing service delivery can be developed. Keywords : hospital services, patient satisfaction, human resources

PERFORMANCE MEASUREMENT USING THE BALANCED SCORECARD PERSPECTIVE OF CUSTOMER SERVICE AND INTERNAL BUSINESS PROCESSES ON THE PHARMACEUTICAL INSTALLATION PERFORMANCE OF KENDAL ISLAMIC HOSPITAL

Introduction. Ensuring the quality of hospital services, quality control is carried out including monitoring and evaluation. One of the indicators is customer satisfaction and business processes aimed at measuring performance for the progress of the hospital. Method. This research used prospective observational research. Result & Analysis. Performance measurement of the Kendal Islamic Hospital Pharmacy Installation using the Balanced Scorecard method in terms of customer perspective with indicators of customer satisfaction and internal business process perspective with indicators of waiting time for concocted and non-concocted outpatient prescriptions, conformity of outpatient prescriptions with formularies, drug availability, and percentage of expired date and death stock drugs. Discussion. The results of the Balanced Score card approach in the Kendal Hospital Pharmacy Installation are “Fair” with an average score of 0.14. The customer perspective shows that patients are satisfied with the patient satisfaction index of 79.5%. Measurements from the perspective of internal business processes are quite good, the suitability of prescriptions with the formulary is 94.99%, the availability of drugs is 99.44% and death stock drugs are 1.08%, the waiting time for concocted drugs is 85.28% and non concocted 77.5%, expired drugs are 0.42%.

Evaluating Patient Satisfaction: A Comprehensive Study on Service Quality in Hospitals

Evaluating Patient Satisfaction: A Comprehensive Study on Service Quality in Hospitals

The influence of service quality and marketing ethics on relationship marketing outcome in private hospitals

ABSTRACT This paper investigates the impacts of service quality and marketing ethics dimensions on patient satisfaction, ultimately affecting patient loyalty and word-of-mouth in private hospitals in Jordan. The study, based on a survey of 320 participants using Google Forms and social media, employs Amos software for data analysis. The findings reveal that the majority of service quality dimensions, including technical quality, interpersonal quality, and administrative quality, as well as all marketing ethics variables such as trust, privacy, and honesty, significantly influence patient satisfaction, subsequently contributing to both patient loyalty and word-of-mouth. However, an insignificant relationship was found between environmental quality and patient satisfaction. Notably, patient satisfaction acts as a mediator in these relationships. The research contributes to customer relationship marketing theory in healthcare by operationalizing CRM variables and examining the interplay between service quality, marketing ethics, and patient satisfaction in private hospitals, thus filling a gap in the existing literature.

Analisis Bibliometrik: Perkembangan Penelitian dan Publikasi Kualitas Pelayanan Rumah Sakit Jiwa dalam Tiga Dekade

This research aims to find out the trend of scientific publications on the topic of mental hospital service quality over the last three decades, including the description of the network structure of previous researchers and their institutions. The approach method used in this research is the bibliometric analysis method. Bibliometric analysis methods are used to provide an overview of the progress and development of knowledge in studying certain research topics. In carrying out bibliometric analysis, this research uses data from journals or articles indexed by Scopus and visualizes it using the VOSviewer application version 1.6.20. Data collection in this study used keywords by entering the query: ((TITLE-ABS-KEY("psychiatric hospital") AND TITLE-ABS-KEY("service") AND TITLE-ABS-KEY(quality))). A search yielded 681 documents discussing the topic of mental hospital service quality from 1973 to 2023. The most dominant subject area was the theme "medicine" with 555 articles. As a result of the research, the most publications on the topic of mental hospital service quality in 2020 were 38 articles. The country that has published the most on this topic is the United States with 155 articles, while the researcher with the greatest productivity is Dr Hermann Spießl Bezirksklinikum Regensburg, a researcher from Germany who has published 9 scientific articles. The development of publications was analyzed based on keywords (co-words). The results were that there were 8 clusters formed from the network visualization results.

Android-Based Drug Information Application Using Augmented Reality Technology

The use of Augmented Reality technology in the pharmaceutical sector, particularly in pharmacies, has introduced significant innovations in providing drug information to consumers. AR applications can help healthcare workers and patients better understand drug use through three-dimensional visualization superimposed on the real environment. Observations at Sultan Abdul Aziz Syah Peureulak Hospital indicate that 70% of patients still experience confusion regarding the drug information provided by pharmacy staff. This difficulty is caused by the complexity of the information, lack of personal interaction, or low health literacy. To address this problem, the Android-based Mediscan application was developed using AR technology. This application utilizes Unity and Vuforia Engine software to present drug information visually in card form via the smart device screen. Users can point the camera at a particular drug and receive complete information regarding general indications, dosage, drug class, contraindications, and side effects. This research aims to develop the Mediscan application, calculate the level of patient understanding, measure consumer satisfaction, and evaluate the impact of using AR in presenting drug information. The System Development Life Cycle methodology with the Waterfall model was used in this research. The results show that AR technology can be implemented in Android-based applications to present drug information visually and interactively. The majority of patients feel more informed and gain a better understanding of the medication they are taking. AR technology in the Mediscan application improves user experience, supports the education and training of medical personnel and patients, and enhances the quality of healthcare services in hospitals. This application also makes it easier for medical personnel and pharmacists to convey drug information more effectively and efficiently.

The Relationship Between Job Satisfaction and Performance of Inpatient Nurses at Malahayati Islamic Hospital Medan

Nurse performance can significantly impact the quality of healthcare services in hospitals, meaning that low nurse performance can affect patient trust, satisfaction, and ultimately, the quality of life and well-being of the community. One factor influencing nurse performance in hospitals is job satisfaction. Job satisfaction reflects employees' feelings towards their jobs. Thus, this study aims to describe the relationship between job satisfaction and nurse performance. The research uses a cross-sectional study design with a sample size of 77 inpatient nurses at Malahayati Islamic Hospital in Medan, employing total sampling techniques. The research instruments include the Job Satisfaction Survey developed by Spector (1994) and the Individual Work Performance Questionnaire (IWPQ) developed by Koopmans et al. (2014). Data analysis was conducted using univariate and bivariate analysis with the chi-square test. The results showed that the majority of nurses' job satisfaction fell into the optimal category (71.4%) and the majority of nurse performance was categorized as good (63.6%). There is a significant relationship between job satisfaction and the performance of inpatient nurses at Malahayati Islamic Hospital in Medan, with a p-value of 0.000 (P value <0.05).

THE RELATIONSHIP BETWEEN REWARDING AND EXECUTIVE NURSE MOTIVATION AT PINNA TAMBUN BEKASI HOSPITAL IN 2023

Nursing services provided by nurses greatly affect the quality of nursing care in order to achieve optimal health levels. A good quality of nursing care can be achieved if the nurse's work motivation is high. The existence of a reward will raise the spirit to work. So if the nurse already feels this enthusiasm from within herself, there will be motivation to increase productivity and show the best performance at work. By giving rewards with the aim of maintaining the motivation of these employees to always be in good condition, so that the quality of hospital services is increasing. The purpose of this study was to find out the relationship between giving rewards and the motivation of implementing nurses at Pinna Tambun Bekasi Hospital. The method in this study used a cross sectional research design with a total sampling technique and used a questionnaire via google form to 47 respondents at Pinna Tambun Bekasi Hospital. This study uses the chi-square statistical test to determine the relationship between the two variables. This study used the chi-square statistical test to determine the relationship between the two variables. Based on the results of the chi-square test analysis with a value of p = 0.001 (p <0.050), it is stated that H0 is rejected. So that it can be interpreted that there is a relationship between knowledge about Giving Rewards and the Motivation of Implementing Nurses at Pinna Tambun Bekasi Hospital in 2023.

Assessing Quality of In-Patient Care and Patients's Expectations Using A SERVQUAL Approach in A Tertiary Care Hospital in India

Background: Patient satisfaction is a key indicator of healthcare service quality and has implications for the growth and success of healthcare organizations. However, there is often a gap between patients’ expectations and perceptions of service quality, which can vary depending on various sociodemographic factors. This study aimed to assess the expectations, perceptions and service quality gap in a tertiary care hospital using SERVQUAL model. Materials and Methods: A cross-sectional study was conducted among 120 adult inpatients using a semi-structured questionnaire based on the five dimensions of the SERVQUAL model. The quality gap was calculated as the difference between perception and expectation scores. Results: The study found a significant negative quality gap across all five dimensions, with the largest gaps observed in reliability and responsiveness. The study also revealed that gender, age, and education influenced patients’ perception of service quality, while type of specialty, residence, monthly income, and occupation did not have a significant effect. Conclusion: The study highlighted the need for improving the service quality in the tertiary care hospital, especially in terms of reliability and responsiveness. The study also suggested that healthcare managers and providers should consider the diverse expectations and needs of patients based on their sociodemographic characteristics.

Exploring the Trend of Technology Use and Innovation in Health Care Service in Hospitals through a Bibliometric Analysis

Background: Information technology innovation is needed in various fields, including health. In the health sector, technological innovations can be applied to patient care, hospital management and research. Technological innovation can be applied to various hospital activities, from patient data collection to cleaning staff activities. Various innovations are needed to simplify health service activities to make services more effective and efficient. The purpose of the study was to explore the trend of technology use and innovation in health care services in hospitals by analyzing network visualization, overlay visualization, and density visualization on the topic through bibliometric analysis. Main body: In this research, bibliometric analysis was used. Records were identified through a database search at https://app.dimensions.ai/. The data obtained was then selected further by the PRISMA flow diagram. Papers were limited to publication years 2020-2023. The publication type is the article only, on the other hand, book chapters, thesis and proceeding publications are excluded. Data were analyzed using VOSviewer, and then reviewed by co-occurrence and co-authors. From the network visualization, it was identified that there were 199 items divided into 8 clusters with 9,504 links with a total link strength of 54,785. After identifying the clusters, the trends of technology use and innovation in health care services in hospitals were artificial intelligence, digital health technology, electronic health records, health information technology, smart health, telemedicine, virtual care, communication technology, electronic medical records and health care delivery. From the overlay visualization, it was indicated that the newest topics that were widely researched related to this theme were digital health service, digital transformation, digital health technology, digital tools, and telehealth service. From density visualization, it was indicated that topics that were rarely researched related to trends of technology use and innovation in healthcare services in hospitals were communication technology, healthcare organizations, and digital solutions. Conclusion: Technological developments have had a major impact on improving the quality of services in hospitals. Health professionals need to develop and improve their competencies so that they can continue to keep up with current technological developments and innovations.

Determinan Kinerja Tenaga Perawat di Ruang Rawat Inap RSUD Bima Tahun 2023

Nursing services as an integral part of health services clearly have a significant contribution to the quality of services in hospitals, so that every effort to improve the quality of hospital services must also be accompanied by efforts to improve the quality of nursing services. The aim of this research is to determine the influence of education, motivation, incentives, and employment status on the performance of nurses in inpatient room of the Bima Hospital. This research method uses quantitative research with analytical observational. The research design used was a cross-sectional study. The research sample consisted of 134 people. Data were analyzed using bivariate analysis and the Chi Square test was carried out. The results of this research show that there is an influence of education, motivation, incentives on the performance of nurses in the inpatient room at Bima Regional Hospital with a p-value of 0.00 (p <0.05). Meanwhile, employment status has no influence on the performance of nurses in the inpatient room at Bima Hospital with a p-value of 0.507 (p > 0.05). Bima Hospital management is expected to always maintain employee performance by implementing governance based on education, motivation, and incentives.