Hospital Service Quality Research Articles

ANALYSIS OF CLINICAL RISK SURGICAL SERVICES TO SUPPORT SERVICES QUALITY AT ARIFIN ACHMAD RIAU HOSPITAL

Introduction: The quality of hospital services is one of the indicators. Its function as a health care provider by creating satisfaction through health services with the best quality, in its implementation will synergize with clinical risk management one of the surgical services. Purpose and Method: The purpose of research is to analyze the implementation of clinical risk management surgery in supporting the quality of hospital services, This research was conducted at Arifin Achmad Riau, with a qualitative approach to rapid assessment procedure research design through observation, in-depth interview and triangulation analysis. The number of informants as many as 8 people following the rules purposively. Results: Informed consent has been understood and filled in according to regulations, although there are sometimes unreadable and incomplete writings, but generally good with the marked lack of prosecution. Surgical Safety Checklist is good. Preoperative and postoperative diagnosis discrepancy recording and reporting sourced from the operating report sheet has been done well and understands what is meant in accordance with regulations. For the formation of the operations team is still dominated in the superior services and the implementation of consultation during operations has been well underway, although there are still constraints namely the limited availability of operating rooms and evaluation of operations team activities that have not been regularly carried out. Conclusion: Implementation of good clinical risk management implementation of surgery is proven to support the quality of service in Arifin Achmad Hospital, implementation of operations team and consultation during surgery in order to be maximized.

The Effect of Effective Leadership on Nurse Performance in the Application of Patient Safety at Aji Muhammad Parikesit Hospital Tenggarong with Motivation and Workload as Intervening Variables

Background: Patient safety is the core of the quality of health services in hospitals. To achieve this requires a strong commitment from each individual and team. Various ways are done to improve the quality of service in hospitals, one of which is by increasing the performance of nurses in the application of patient safety. As one of the components of human resources who work directly on the front lines, nurses have more time to deal with patients. Methods: This study uses quantitative research methods to test and prove the hypotheses that have been made. The number of samples is 76 respondents using a Likert scale questionnaire research instrument which will be analyzed using Structural Equation Modelling-Partial Least Square (SEM-PLS) with SmartPLS 3.2.9. Results: Motivation and workload can play a good role as intervening variables. The direct influence of effective leadership, workload, and work motivation showed significant and positive results on the performance of nurses in the application of patient safety in the inpatient room of AM Parikesit Hospital, Tenggarong. Conclusion: There is a positive and significant influence on effective leadership, workload, work motivation on nurse performance, as well as motivation and workload that can be an intervening variable in this study.

Assessing service quality and the perceptual difference between employees and patients of public hospitals in a developing country

PurposeThis study aims to examine service quality in Nigerian general hospitals and determines possible differences in service quality perceptions between employees and patients.Design/methodology/approachUsing the Servqual scale, data was collected from 328 employees and patients of two government hospitals in Abuja and Delta states. Analysis was carried out using SPSS 26 package for constructs reliability frequency, mean, standard deviation and t-statistics.FindingsThe study found significant differences in the perception of service quality between employees and patients of the Nigerian general hospitals. While employees gave a high rating to empathy, patients rated it low. Also, the patients’ poor perception of tangible did not match the employees’ high perception. Other specific findings are patients’ unfavourable assessment of the physical facilities and judged the staff to lack professional dressing. Patients felt the hospitals could not provide necessary equipment for their procedures and thus considered their services unreliable.Practical implicationsReliability was perceived as a significant problem in this study; therefore, the hospitals management should ensure correct diagnoses and treatment results of the highest quality and timely services. Also, the management should invoke strong relationships between the employees and patients to earn patients’ trust. Employees should ensure to listen to patients’ complaints and find solutions promptly. Patients need health-care workers’ support and rely on their abilities; Therefore, health-care workers should be highly dependable and show empathic behaviour in discharging their duties. Health-care managers must access employees‘ and patients’ particular perceptual gaps and reconcile the difference before further quality improvement initiatives.Originality/valueThe findings in this study strengthen the clamour for assessing service quality from both employees and patients’ views in public hospitals. Hospital service quality is complex and primarily judged from the patients’ perspective. This study showed that health-care quality means different things to all stakeholders.

The Effect of Clinical Pathway Socialization with Explicit Instruction Methods on Nurse Compliance in the Implementation of the COVID-19 Clinical Pathway

Introduction: Non-compliance with the established Clinical Pathway can reduce the quality of hospital services and risk harming patient safety. Clinical pathway is an integrated service planning concept in the form of a summary of every step given to patients and becomes a service guide so that patients avoid unnecessary care, medication errors or other safety incidents. Efforts to improve nurse compliance with clinical pathways require clinical pathway socialization. The purpose of this study was to determine the effect of the socialization of the explicit instruction method on nurse compliance in the implementation of the COVID-19 clinical pathway. Method: : this research method uses a pre-experimental research design with a one group pretest-posttest design. The sampling technique used total sampling with a sample of 24 respondents from September to November 2021. The dependent variable in this study was the socialization of the clinical pathway with the explicit instruction method, while the independent variable was nurse compliance in the implementation of the COVID-19 clinical pathway. Data was taken by means of observation using a clinical pathway checklist instrument which was then analyzed using the Wilcoxon Signed Ranks Test with sig p <0.05. Results: the results of this study prove that there is a significant effect of providing socialization with the explicit instruction method on nurse compliance in the implementation of the COVID-19 clinical pathway with a value (p = 0.008) with a compliance rate of 83%. Conclusions: hospital institutions, especially in the nursing field, can use this explicit instruction method in providing socialization of the COVID-19 clinical pathway.

Experience of Nurses in Implementing Patient Safety Culture at USU Hospital

A holistic patient safety program requires a crucial and fundamental component: patient safety culture. It is also critical in the evaluation of hospital safety and service quality. The purpose of the study was to find out how nurses at USU Hospital implemented a patient safety culture. The Collaizzi approach to descriptive phenomenology was applied in the study design. Purposive sampling was used to choose fifteen participants who met the inclusion criteria. In-depth interviews were used to acquire the information. Verbatim description was used in the analysis and interpretation. Five themes emerged from the study, namely: (1) accomplishment of patient safety goals with the support from the hospital management, (2) information provision about patient nursing care to improve patient safety, (3) report of patient safety incidents, (4) obstacles encountered by nurses in implementing patient safety culture, and (5) expectation that nurse implement safety culture. It suggested that nursing services facilitate nurses with training on patient safety culture regularly to improve their behaviors in reporting any patient safety incidents.

Hospital Service Quality and Behavioral Compliance: The Role of Patient Satisfaction as Mediator


 
 
 The notion of behavioral compliance in the healthcare sector has been getting attention from academics and practitioners. However, the determinants of behavioral compliance are still debated. This study was conducted to investigate the impact of patient satisfaction as a mediator on the relationship between hospital service quality and behavioral compliance. The results revealed that hospital service quality had a significant effect on patient satisfaction and behavioral compliance. Furthermore, behavioral compliance was positively explained by patient satisfaction. Interestingly, this study demonstrated that patient satisfaction mediated the hospital service quality and behavioral compliance relationship.
 Keywords: hospital service quality, patient satisfaction, behavioral compliance
 
 

Lean Management Improves the Process Efficiency of Controlled Ovarian Stimulation Monitoring in IVF Treatment.

Background Evaluation of patients' experiences and satisfaction is vital for assessing the quality of healthcare service, including in fertility clinics. One promising concept that has recently been widely used to increase efficiency and service quality in hospitals is the lean concept. Lean is a form of philosophy that focuses on reducing waste of a process and continuous improvement so that consumers receive greater value. This study aims to identify waste and improve efficiency using lean management methods in the controlled ovarian stimulation (COS) monitoring process during in vitro fertilization (IVF) treatment in a fertility clinic. Methods This study used an action research approach by observing the total service time of monitoring ovarian stimulation in IVF patients (n = 40). The identified waste and solutions were then compiled for use in a focus group discussion (FGD). From the FGD, a priority plan was obtained for the implementation of lean management. This study uses the PDCA cycle for improvement. Results Three priority solutions were chosen, which are as follows: (1) evaluating ovarian stimulation via USG only; (2) allocating more time during doctor's counselling; and (3) increasing counselling time by nurses in the injection room. The total patient wait time was reduced to 6 hours 32 minutes over the three visits, 13 hours 35 minutes decrease from before the intervention. In addition, the value-added ratio (VAR) was increased from 9% to 22% after the intervention. Conclusion This research provides theoretical and practical contributions for the lean management principles in IVF treatment. The findings of this study will contribute to the pursuit of knowledge and dissemination of lean principles in the management of healthcare, including IVF clinics.

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.

ANALYSIS OF THE EFFECT OF SERVICE QUALITY ON TREATMENT DECISIONS AND PATIENT LOYALTY IN THE OUTPATIENT UNIT OF MAMPANG PRAPATAN HOSPITAL JAKARTA

Hospital service quality is the main thing in an effort to improve treatment decisions that will bring patient loyalty. This study aims to analyze the effect of service quality on treatment decisions and patient loyalty in the outpatient unit of Mampang Prapatan Hospital, Jakarta. This study is a quantitative study using SEM analysis to see the relationship between service quality and treatment decisions and patient loyalty. Using a total of 148 respondents with a questionnaire instrument with good validity and reliability values. The direct influence of service quality on patient loyalty resulted in t value = 7,99 Test the indirect effect of service quality on loyalty through treatment decisions t value = 4,83. The results of the test of the direct influence of service quality t = 5,64, the test of the indirect influence of quality on treatment decisions through loyalty t = 5,18. Therefore, it can be concluded that there is a significant effect of service quality on loyalty directly and indirectly through treatment decisions. Besides that, there is a significant effect of service quality on treatment decisions directly and indirectly through patient loyalty.

Reduksi Waktu Tunggu di Unit Rawat Jalan Rumah Sakit

Waiting time for medical services determines the efficiency and quality of client hospital services. The aim of this study was to determine the average length of outpatient waiting time using the Malcolm Baldridge system in the health sector and other relevant factors including leadership, strategic planning, customer focus, measurement, analysis and knowledge management. The survey method used in the definition was completed and enriched. with critical analysis. Collecting detailed quantitative data on patient monitoring, counting and registration. Appropriate documents were obtained through extensive research and investigation of related documents. Research finding the average waiting time for patients is 66.58 minutes per patient, exceeding the average working time of 60 minutes According to the Ministry of Health of the Republic of Indonesia,

Too much of a good thing? The unforeseen importance of knowledge management and role clarity as antecedents of service quality in private hospitals in Ghana

The effective management of employees’ knowledge has been described as a critical ingredient for organizations seeking to ensure sustainable strategic competitive advantage in the market place. The goal of the study was to examine how knowledge management affect workers' job clarity and service quality. The cross-sectional survey approach was used in this study while purposive sampling technique was employed to select private hospitals. The research included 300 employees from Trust Hospital, Otoo Memorial Hospital, and Cocoa Hospital, all of which are private institutions in Ghana. Data was collected using the questionnaire. The analysis was done using Statistical Package for Social Sciences (SPSS) version 20 and Structural equation modeling. The findings demonstrated that service quality and knowledge management had a beneficial association.

Pengaruh Akreditasi Untuk Meningkatkan Mutu Pelayanan dan Keselamatan Pasien di Rumah Sakit (Studi Sistematik Review)

Hospital accreditation is a government recognition of hospitals that have met the standards that have been set to get an idea of the extent of meeting hospital standards in Indonesia, so that the quality of service can be accounted for. The purpose of review research is systematic to find out the influence of accreditation in improving the quality of service and patient safety in hospitals. The research design used in this study is Systematic Review. The purpose of this method is to help researchers better understand the background of the research that is the subject of the topic sought and understand why and how the results of the study so that it can be a reference for new research. Independent variables are accreditation and variable dependents, namely the quality of hospital services and the safety of hospital patients. Researchers conducted a search for data through the websites of accessible journal portals such as PubMed, Elsevier, Springer, and Google Schoolar. The results showed after the collection of journals using accredited journal sites such as PubMed, Elsevier, Springer, and Google Schoolar. 496 journals were identified and eligibility criteria were carried out. Then after it was filtered obtained 23 journals, then excluded studies were obtained 3 journals met the exclusion criteria, after that based on inclusion criteria so that the total number of articles eligible for review was 20 articles. Quality improvement in all fields, especially in the field of health, one of which is through Hospital Accreditation towards the quality of International services. In the accreditation system that refers to the Standards of the Joint Commission International (JCI) obtained the most relevant standards related to the quality of hospital services International Patient Safety Goals (international targets of patient safety) which includes six hospital patient safety goals.

Patient Satisfaction Based on Quality of Service and Location

This paper aims to observe the causes of patient satisfaction based on service quality and location. The population in this study were patients at a health center in West Surabaya with a total sample of 96 respondents. The method of data analysis to determine the effect of service quality and location on patient satisfaction used an analytical tool, namely the multiple linear regression equation. This study found that service quality and location have a role in the formation of patient satisfaction at the puskesmas. This is an important determinant for achieving patient satisfaction. It is the obligation of the puskesmas to provide the best service for the community in the health sector. The results of this study are expected to be material for improving the quality of services in hospitals and become the basis for further research.

Hubungan Ketuban Pecah Dini, Partus Lama, dan Gawat Janin dengan Tindakan Persalinan Sectio Caesarea di Rumah Sakit TK. IV DR. Noesmir Baturaja Tahun 2020

Sectio Caesarea is an artificial birth, in which the fetus is born through an incision in the abdominal wall and uterine wall with the condition that the uterus is intact and the fetal weight is above 500 grams. According to WHO, national rate of cesarean delivery does not exceed 10% of all births. The mortality rate due to Sectio Caesarea delivery ranges from 40-80 people per 100,000 live births. This study aimed to determine the relationship between premature rupture of membranes (PROM), Prolonged labor, and fetal distress with Sectio Caesarea delivery at Level IV hospital of Dr. Noesmir Hospital, Baturaja in 2020. It was an analytic survey with cross sectional approach. The population in this study was all mothers giving birth at Level IV Hospital of Dr. Noesmir Hospital, Baturaja in 2020 with a total of 332 people. 77 samples were selected using Systematic Random sampling technique. The data were analyzed using Chi Square statistical test. The results showed that the factors associated with caesarean section delivery were premature rupture of membranes with a p-value = 0.028 (≤ 0,05), fetal distress with a p-value = 0.029 (≤ 0,05), whereas the factor that is not related to it was prolonged labor a p-value = 1.000 ( > 0.05). This study can be used as a reference to add insight and skills for readers and a reference to improve the quality of services in hospitals.

The Influence of Ducoffe’s Advertising Value Model on Health Care Service Quality Perception

Hospital management works to enhance customer satisfaction by emphasising the level and quality of service provided to patients. This study looks into the effect of marketing methods on the quality of service provided in the healthcare industry. The application of the Ducoffe Advertising Model to evaluate hospital service quality expectations is intended to analyse advertising perception components that lead to satisfaction in three dimensions. A quantitative research technique was used to collect customer data. Advertising influences the perception of the service provided, and service quality influences satisfaction and reputation since poor service providers typically result in negative word of mouth and negative publicity about the hospital. The health sector must increase the value of its advertising by understanding the advertising aspects that have the most significant influence on consumers' perceptions. Theoretical and practical implications were discussed.

ANALISIS TINGKAT EFISIENSI DAN OUTCOME PELAYANAN DI RS AISYAH SITI FATIMAH SIDOARJO SELAMA PANDEMI COVID-19

Background: Hospitals during the COVID-19 pandemic are trying hard to reduce the number of deaths and losses of COVID-19. Analysis of hospital efficiency and results of hospital services is needed to improve and assess the quality of hospital services provided to patients. In measuring the efficiency of the services provided by the hospital, an analysis of bed use was used through the Barber Johnson chart. To assess the outcome of a service through mortality and morbidity rates. Subjects and Method: This research were descriptive research with data collection by interview to health workers which includes Professional Care Providers (PPA) document study. The research was conducted during August-December 2021. The data obtained were processed into percentage data and Barber Johnson charts. Results: Research Results The mortality rate in June was 24.2% and July 41.7%. Johnson's barber chart is in an inefficient area. BTO in June and July 2021 is 5 and 3, TOI in June and July 2021 is 2.6 and 6.9. Conclusion: Aisyiyah Siti Fatimah Hospital Sidoarjo has not yet entered the efficient area of ??the Barber-Johnson Graph. Mortality and morbidity rates are also high due to the COVID-19 pandemic. Strategies that can be carried out are by increasing the number of available beds during the COVID-19 pandemic as an effort to mitigate the hospital disaster, and improving the addition of supporting equipment for medical services related to COVID-19 so that inpatient services are efficient. Keywords: BOR, Barber Johnson, Mortality, Morbidity

The Influence of Nurse Competence and Performance on Quality of Service and Patient Satisfaction

Nursing care is significant in determining the quality of service in hospitals, and one of the indicators of service quality is patient satisfaction. This study aimed to determine the effect of nurse competence and performance on service quality and patient satisfaction. This was a quantitative cross-sectional study, and data were analyzed using path analysis t-test. There were 100 respondents and data collection was through interviews. This research was conducted at the Pusdikes Hospital in Jakarta. The factors that affected satisfaction were performance (p = 0.042) and service quality (p < 0.001). Competence, performance, and service quality also affected satisfaction in combination (p < 0.001). The variables that affected service quality were competence (p < 0.001) and performance (p = 0.004). Furthermore, competence and performance also had a simultaneous effect on quality (p < 0.001).
 Keywords: competence, nurse performance, service quality, patient satisfaction

Analysis Of Factors Affecting The Performance Paramedic At Hospital Royal Prima Medan

Paramedics as human resources run health services in hospitals. Paramedic performance is closely related to the quality of hospital services. The purpose of this study is to analyze the factors that affect the performance of paramedics at RSU Royal Prima Medan. This type of research is quantitative research with a cross-sectional design. The location of this research was conducted at RSU Royal Prima Medan. The research sample is all paramedics at RSU Royal Prima Medan as many as 112 people. The survey data were analyzed using the chi-square test and logistic regression. The results showed that there was an influence of motivation on the performance of paramedics (p= 0.000 <0.05), there was an effect of ability on the performance of paramedics (p = 0.000 <0.05), there was an effect of knowledge on the performance of paramedics (p = 0.000 < 0.05). ), there is an effect of the work environment on the performance of paramedics (p= 0.000 < 0.05), there is the effect of incentives on the performance of paramedics (p = 0.000 < 0.05), there is an effect of promotion on the performance of paramedics at the Royal Prima Hospital Medan in 2021 (p= 0.000 < 0.05). The variable that most dominantly influences the performance of paramedics at RSU Royal Prima Medan in 2021 is the motivation variable with a p-value of 0.016, OR = 4.182 (95% CI = 1.300-13,448). So the suggestions in this study are expected that hospitals can minimize these factors by redesigning work to reduce role ambiguity and paramedic boredom at work. there is the effect of incentives on the performance of paramedics (p = 0.000 < 0.05), there is an effect of promotion on the performance of paramedics at the Royal Prima Hospital Medan in 2021 ( p = 0.000 < 0.05.

Menguak Faktor-Faktor Dalam Mengaktualisasikan Perilaku Caring di Era Pandemi Covid-19

The quality of hospital services is influenced by human resource factors. Human resources who are in direct contact with patients are nurses. Nurses are at the forefront of dealing with patients 24 hours a day, therefore quality, qualified nursing resources are needed and capable of caring behavior. Caring behavior is the essence of nursing that distinguishes nurses from other professions. The phenomenon that occurred in the era of the covid-19 pandemic had an impact on the high workload experienced by nurses due to an increase in the number of patients, thus affecting nurses in actualizing caring behavior. This study aims to identify what factors influence nurses in actualizing caring behavior in the era of the covid-19 pandemic. The study was designed as an observational study using cross sectional data collection methods. The instrument used is a questionnaire filled out by respondents determined by random sampling. The sample consisted of 139 respondents, namely nurses in the Inpatient Room at the Bali Mandara Hospital, Bali Province. The data analysis technique used in this study was SPSS Version 25.0 and Amos for Windows 23.0, starting with the evaluation process of SEM assumptions through an evaluation of the normality of the data, confirmatory factor analysis (CFA) and analysis of the effect with SEM. The results of this study indicate that there is a significant positive influence between leadership, organizational culture and work environment on job satisfaction. There is a significant positive influence between leadership, organizational culture and work environment on the caring behavior of nurses. And there is a significant positive effect between job satisfaction and caring behavior of nurses.

Impact Of the Quality of Hospitality Services on Customer Satisfaction – Kosovo Case Study

Impact Of the Quality of Hospitality Services on Customer Satisfaction – Kosovo Case Study