Hospital Service Quality Research Articles

Nurses' Perspectives on Risk Factors and Strategies to Control Workplace Violence: A National Survey in Vietnam.

We aimed to describe nurses' perspectives on risk factors and strategies to control workplace violence. To accomplish the study objectives, an online cross-sectional questionnaire-based investigation was conducted. The scales were developed in accordance with the guidelines provided by reputable organizations such as the International Labour Office (ILO), International Council of Nurses (ICN), WHO, and Public Services International (PSI), as well as previous scholarly works. Prior to implementation, the validity and reliability of the Likert scales were rigorously tested. The survey, conducted from March to May 2022, encompassed 163 public hospitals in Vietnam and was completed by 2,280 nurses employed in these institutions. According to nurses' perceptions, several key risk factors contribute to workplace violence (WPV). These include low socio-cultural awareness among patients and their family members, overcrowding in hospitals, non-compliance with hospital regulations, unrealistic expectations regarding treatment outcomes, communication issues among staff members. To effectively control WPV, nurses propose a range of strategies. These include enhancing the quality of hospital services and the hospital environment, fostering a positive workplace culture, establishing a comprehensive system for reporting and responding to incidents of WPV and developing patient care protocols. These strategies are believed to mitigate the occurrence and impact of WPV, ensuring a safer and more secure work environment for nurses. Workplace violence in healthcare settings is influenced by organizational, clinical, and environmental risk factors. Nurses adopt a multi-component approach to manage workplace violence. This study provides valuable insights for developing effective strategies to combat workplace violence in Vietnam.

More with document work, less with patient care: An institutional ethnography of discharge planning practices for diabetic patients

Background: Diabetic patients required comprehensive discharge planning. However, this is a complex and challenging process. Nurses play significant roles and experience tensions in operating the everyday discharge planning practices. Purpose: to explore how nurses’ everyday activities in providing DP for diabetic patients were regulated by the ruling relations operating in the hospital as an institutional context. Methods: This institutional ethnography study applied phone-call interviews with 18 participants, participant observation, and document review to collect the data. Data analysis was concurrently conducted with the data collection processes following the institutional ethnography analytical approach. Trustworthiness was established. Results: The everyday discharge planning practices for diabetic patients follow the flow of patient care. Nurses perceived these practices to be problematic as the initial assessment form did not guide the discharge education, which was informal and unstructured, and documentation was burdensome. The hospital accreditation, nurse ward manager, and the registered nurse were identified as the ruling relations that regulate those practices through the hospitals’ standards and forms, monitoring, and completeness principle. Conclusion: The hospital’s forms, monitoring, and completeness principles are activated as the ruling relation that regulates the discharge planning practices for diabetic patients for satisfying good hospital service quality through standards and forms, monitoring, and completeness principles. This situation drives nurses to work more closely with the documents. Further study is crucial to identify a strategy to effectively bridge discharge planning practices and documentations works.

Factors Affecting Hospital Provision of Health-Promoting Services Transferred to Provincial Administration in Thailand.

Following the transfer of hospital services to provincial government oversight, it is essential to understand how such changes impact service quality and efficiency. This study, conducted from 1 March 2023 to 31 March 2024 at sub-district health-promoting hospitals in Thailand, aims to identify the factors affecting hospital service quality post-transfer and evaluate the role of professional nurses in maintaining service standards under new governance. Utilizing a mixed-methods design based on the Global Fund-HSS framework (2012), which categorizes factors into accessibility, processes, productivity, and outcomes, we collected data from 340 nurses and 400 patients through structured questionnaires. These questionnaires were divided into seven sections, capturing metrics such as the personal data of nurses, hospital service activities, and leadership qualities. We employed a Likert scale to gauge the perceptions and expectations of service quality and conducted paired t-tests to compare performance metrics before and after the administrative transfer. One-way ANOVA was used to assess variability among different service units, and binary logistic regression helped identify the key determinants of service quality. The analysis revealed a significant correlation between the attitudes and competencies of healthcare teams and the levels of service quality. Notably, service units transferred less than 50% exhibited minimal changes, indicating that the degree of transfer significantly impacts service outcomes. Despite these variations, the fundamental mission of promoting health remained consistent. The study emphasizes the critical role of nurses and recommends further research to identify additional factors that could improve service quality in transferred healthcare facilities, potentially contributing to enhanced healthcare delivery across restructured health systems.

Strategic Human Resource Management in Healthcare: Elevating Patient Care and Organizational Excellence through Effective HRM Practices

Human Resources (HR) are a key factor in the operations and service quality of hospitals. This study aims to analyze the role of HR in enhancing the efficiency and effectiveness of healthcare services in hospitals. The research method used includes a literature review and field surveys of medical and non-medical staff at several hospitals. The results show that effective HR management significantly contributes to increased patient satisfaction, reduced medical errors, and operational efficiency. Additionally, regular training and career development are proven to be effective in improving employee competence and motivation. This study recommends HR management strategies focused on skill enhancement, the use of information technology, and the development of a positive work culture to achieve higher service standards.

The Influence of System Quality, Information Quality and Service Quality E-Learning on Employee Performance with Employee Satisfaction Mediation at PT MRT Jakarta

Pharmaceutical services are one of the health services that have an important role for hospitals in realizing quality health. The quality of pharmaceutical services in hospitals can be assesses by looking at the level of patient satisfaction. This research aims to determine the characteristics of BPJS Health participant outpatients, analyze the level of satisfaction of BPJS Health participant outpatients with pharmaceutical services in pharmacy installations, evaluate the gap between expectations and reality received by BPJS Health participant patients with pharmaceutical services at the RSPAD Gatot Soebroto pharmacy installation. This research is a type of non-experimental research with plan observational which is descriptive with a quantitative research type and a prospective approach, the number of respondents there in research is 398 people. The highest percentage results obtained from patient characteristics were women 64,32%, adults 69,35%, secondary education (SMA/SMK) 47,49%, and private employees 27,89%. Based on the level of patient satisfaction in reliability got 82,084% (very satisfied), responsiveness got 73,907% (satisfied), assurance got 79,598% (satisfied), tangibles got 78,860% (satisfied), empathy got 78,620% (satisfied), and the average value for the five dimensions of satisfaction obtained was 78,104% (satisfied). The overall GAP calculation received a negative value, meaning there is still a gap between expectations and the reality received by patient in pharmaceutical services at the RSPAD Gatot Soebroto pharmaceutical installation.

The Influence of Compensation and Workload on the Quality of Health Services in Hospitals with the Effectiveness of Electronic Medical Records as a Mediating Variable

The aim of this research is to analyze the influence of compensation and workload on the quality of health services in hospitals with the effectiveness of electronic medical records as a mediating variable. This research method is quantitative. The population in this study were General Practitioners, Nurses, and Midwives at AN-NISA Tangerang Hospital. The sampling technique in this research uses a saturated sample technique. The number of respondents in this study was 302 respondents. This research uses primary data in its preparation. The data collection method used in this research was by distributing questionnaires. The data analysis technique in this research uses Partial Least Square (PLS) with the help of SMARTPLS Software. The results of this research are that compensation does not have a significant influence on service quality. Workload has a positive and significant influence on Service Quality. Compensation has a positive and significant influence on the effectiveness of electronic medical records. Workload has a positive and significant influence on the effectiveness of electronic medical records. The effectiveness of Electronic Medical Records has a positive and significant influence on Service Quality. The calculation results show that the effectiveness of electronic medical records can mediate the influence of compensation on service quality. The calculation results show that the effectiveness of electronic medical records can mediate the influence of workload on service quality.

PATIENT SATISFACTION AT AISYIYAH RSU KLATEN

Patient satisfaction in hospital services can also be achieved from the service system provided by the hospital. Hospitals as health service institutions are required to provide fast, quality and affordable services to provide satisfaction for patients. The purpose of this study is to determine the influence of waiting time, service quality, officer attitude and information technology on patient satisfaction at Aisyiyah Klaten Hospital. The method of this research is quantitative descriptive. The number of research respondents was 120, which was determined by accidental sampling technique. The results of the study showed that waiting time (p value 0.000), officer attitude (p value 0.008) and information technology (p value 0.015) had a positive and significant effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten.The quality of service (p value 0.775) had no effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten. The suggestion of this research is that information technology should be better and easily accessible so that patient satisfaction increases so that the quality of hospital services is even better. Keywords: satisfaction, service quality, officer attitude, information technology, waiting time

The Determinan of Work Fatigue of Nurses in Inpatient Room at Hospital X Pekanbaru

Nurses are at high risk on fatigue during working. This fatigue effect can be a danger to patient safety and affect the quality of hospital service. A short survey showed some nurses complained of fatigue symptoms such as decreased concentration, yawning, headache, and fatigue throughout the body. This study aims to analyze the work fatigue of nurses in X Hospital Pekanbaru by analyzing the relationship between working period, lighting, nutritional status, and work shifts as well as the dominant factors that affect work fatigue. This study was quantitative analytic with a cross-sectional design. The sample of this study was 60 people (total sampling). Data analysis using chi-square and logistic regression. The results of this study found that affecting the work fatigue of nurses in X Hospital Pekanbaru was lighting and nutritional status. The dominant factor that influences the work fatigue of nurses is lighting. The hospital is recommended to improve the quality of lighting in the workplace, especially inpatient rooms, with efforts to provide adequate lighting by PERMENKES standard No. 7 in 2019 which is equal to 250 lux.

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