Analysis of the quality of health services in inpatient installations on patient satisfaction
DOI:
https://doi.org/10.18203/2320-6012.ijrms20232404Keywords:
Health services, Quality, Patient satisfaction, ResponsivenessAbstract
Background: The quality of health services is the level of service perfection carried out with applicable service standards and must be assessed from the point of view of service users and organizers. This study aims to analyse the quality of health services at the Royal Prima Medan Hospital Inpatient Installation against the level of satisfaction of BPJS user patients.
Methods: This type of research is descriptive quantitative, and cross-sectional, conducted at Royal Prima Medan Hospital in May 2022. The population is patient data for the last three months totalling 1,653, the sample using SEM (Structural Equation Modelling) obtained 250 respondents, and sampling using an accidental sampling technique. Data analysis is bivariate (Chi-Square test) and multivariate (multiple logistic regression) with a significance level of Sig. 0.05, using SPSS Version 25 software.
Results: Tangible variables (0.000), reliability (0.047), responsiveness (0.000), and assurance (0.001) have a significant relationship with the level of patient satisfaction with a p-value ≤0.05. At the same time, the empathy variable has no relationship with a p-value of 0.133 ≥0.05. The results of multivariate analysis of the variables that have the most influence on patient satisfaction are the responsiveness variable with a sig value of 0.000 and an R square value in this study of 0.905.
Conclusions: The variable that has the most influence on BPJS patient satisfaction at the Royal Prima Medan Hospital inpatient installation in 2022 is the responsiveness variable. Patients can feel service satisfaction if hospital employees are quick and responsive to their complaints.
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