Analysis of Patient Satisfaction at Outpatient Installation in the Hospitals: A Systematic Literature Review
DOI:
https://doi.org/10.12928/dpphj.v17i1.7394Keywords:
Patient Satisfaction, Hospital Patient Services, Outpatient ServicesAbstract
Background: A hospital is a public facility that offers services to improve individual health status. One of the services offered by the hospital is an outpatient installation. As healthcare institutions, hospitals need to optimize their quality to ensure patient satisfaction with outpatient services. Method: This research is a systematic literature review that contains reviews of several studies using the PRISMA method. Related articles carry out by https://sinta.kemdikbud.go.id/journals/index/page. Inclusion criteria are the research articles must be published between the years 2018-2023, journals indexed by SINTA 1 or 2, and research subjects who were undergoing outpatient care at hospitals in Indonesia. There were 6 research articles that were close to the inclusion criteria and were determined to be the study material in this study. Results: The results of studies found that the quality of hospital services significantly influences the level of patient satisfaction. The dimensions of satisfaction including tangible, reliability, assurance, responsiveness, and empathy have a significant influence on patient satisfaction, so hospital management should be able to fulfill the five dimensions of satisfaction. Efforts can be made to improve quality by identifying indicators of patient expectations and needs regarding comfort when accessing outpatient services at hospitals Conclusion: Assessment of patient needs can be evaluated by satisfaction surveys or by providing compliant services centers. Thus, the patient's expectations can be used as an improvisational study in optimizing available facilities, the reliability, and responsiveness of officers, as well as the attitude shown by officers toward outpatients at the hospital.
References
Wau H, Purba DIG. Patient Satisfaction Reviewed from Dimension Reliability in Community Health Center. J Medicoeticolegal dan Manaj Rumah Sakit. 2019;8(3):151–7. doi: https://doi.org/10.18196/jmmr.83101
Hidayatullah D, Nurwijayanti N, Farida S. Analysis of Factors that Influence Communities in doing Re-Visit to Outpatient Installation of Praya Hospital Central Lombok. J Qual Public Heal. 2020;3(2):292–9. doi: https://doi.org/10.30994/jqph.v3i2.76
Manzoor F, Wei L, Hussain A, Asif M, Shah SIA. Patient Satisfaction With Health Care Services; An Application Of Physician’s Behavior As A Moderator. Int J Environ Res Public Health. 2019;16(18):1–16. doi: https://doi.org/10.3390/ijerph16183318
Giao HNK, Thy NTA, Vuong BN, Van Kiet T, Lien LTP. Outpatient Satisfaction At Private General Hospitals in Ho Chi Minh city, Vietnam. J Asian Financ Econ Bus. 2020;7(7):323–34. doi: https://doi.org/10.31219/osf.io/at3nu
Jin HJ, Cheng AL, Qian JY, Lin LM, Tang HM. Effect and Satisfaction Of Outpatient Services By Precision Valuation Reservation Registration. World J Clin Cases. 2021;9(26):7750–61. doi: https://doi.org/10.12998/wjcc.v9.i26.7750
Rosita C, Prakoeswa S, Hidayah N, Dewi A. A Systematic Review on Hospital ’ s Patient Satisfaction and Loyalty in Indonesia. Proceedings Article. 2022;10:655–64. doi: https://doi.org/10.26911/the6thicph-fp.04.42
Kalaja R, Xhafa H. Patient Satisfaction with Health Care Services in Albania. Acad J Interdiscip Stud. 2019;12(1):460–8. doi: https://doi.org/10.5901/ajis.2019.v5n1p295
Christy J, Studi P, Informasi M, Medan UI. Mutu Pelayanan Petugas Rekam Medis Terhadap Tingkat Kepuasan Pasien BPJS Rawat Jalan Di Rumah Sakit Umum IPI Medan Tahun 2019. JIPIKI. 2020;5(2):181–6. doi: https://doi.org/10.52943/jipiki.v5i2.419
Lasyera E, Yeni YH, Busuddin H. Analisis Rencana Strategi Rumah Sakit Umum Daerah Arosuka, Kabupaten Solok. J Kesehat Andalas. 2018;7(2):170. doi: https://doi.org/10.25077/jka.v7.i2.p170-175.2018
Chandra S, Ward P, Mohammadnezhad M. Factors Associated With Patient Satisfaction In Outpatient Department Of Suva Sub-Divisional Health Center, Fiji, 2018: A Mixed Method Study. Front Public Heal. 2019;7(JUL):1–10. doi: https://doi.org/10.3389/fpubh.2019.00183
Riada Marenny Pasaribu. Gap Analysis Of The Quality Of Outstanding Services That Influence Patient Satisfaction. Int J Public Heal Excell. 2022;1(1):77–82. doi: https://doi.org/10.55299/ijphe.v1i1.134
Alumran A, Almutawa H, Alzain Z, Althumairi A, Khalid N. Comparing Public And Private Hospitals’ Service Quality. J Public Heal. 2021;29(4):839–45. doi: https://doi.org/10.1108/09604520310484707
Hu L, Ding H, Hu G, Wang Z, Liu S, Liu Y. How Perceived Quality of Care Affects Outpatient Satisfaction in China: A Cross-Sectional Study of 136 Tertiary Hospitals. Inq (United States). 2019;56. doi: https://doi.org/10.1177/0046958019895397
Hasrul. Relationship Between Price With Patient Satisfaction in Hospital Bhakti Medicare, Cicurug, Regency of Sukabumi. Jhss (Journal Humanit Soc Stud. 2018;2(2):11–6. doi: https://doi.org/10.33751/jhss.v2i2.902
Tumbuan Wjfa. Comparative Analysis Of Employees ’ Empathy Toward Patient Satisfaction Between State-Owned And Private-Owned Public Hospital In Manado Analisa Perbandingan Empati Pegawai Terhadap Kepuasan Pasien Antara. J EMBA. 2019;7(1):181–90. doi: https://doi.org/10.17818/diem/2022/1.3
Karaca A, Durna Z. Patient Satisfaction With The Quality Of Nursing Care. Nurs Open. 2019;6(2):535–45. doi: https://doi.org/10.1097/00001786-200507000-00006
Ekadipta E, Mutiara A. The Effect Of The Quality Of Drug Information Service On Patient Satisfaction Level In BPJS Out-patient Installation Of Siloam Hospital. Int J Appl Sci. 2019;1(3):18–29. doi: https://doi.org/10.31142/ijmei/v4i5.08
Aiken LH, Sloane DM, Ball J, Bruyneel L, Rafferty AM, Griffiths P. Patient Satisfaction With Hospital Care And Nurses In England: An Observational Study. BMJ Open. 2018;8(1):1–8. doi: https://doi.org/10.1136/bmjopen-2017-019189
Ruhyanudin F, Zanah M, Sunardi S. Patient Satisfaction Level at the Outpatient in University of Muhammadiyah Malang Hospital. J Keperawatan [Internet]. 2022;13(1):25–31. doi: https://doi.org/10.26911/the6thicph.04.66
Ramaswamy A, Yu M, Drangsholt S, Ng E, Culligan PJ, Schlegel PN, et al. Patient Satisfaction With Telemedicine During The COVID-19 Pandemic: Retrospective Cohort Study. J Med Internet Res. 2020;22(9):1–9. doi: https://doi.org/10.2196/20786
Hussain A, Sial MS, Usman SM, Hwang J, Jiang Y, Shafiq A. What Factors Affect Patient Satisfaction In Public Sector Hospitals: Evidence From An Emerging Economy. Int J Environ Res Public Health. 2019;16(6). doi: https://doi.org/10.3390/ijerph16060994
Aruasa WK, Chirchir LK, Chebon SK. Implications of Physicians And Nurses’ Professional Satisfaction On Patient Care. Int J Public Heal Sci. 2019;8(3):300. doi: https://doi.org/10.11591/ijphs.v8i3.20238
Hartanti LK, Antonio F. The Effect of Service Quality Dimensions on Hemodialysis Patient Satisfaction in Indonesia. J Adm Kesehat Indones. 2022;10(1):50–9. doi: https://doi.org/10.20473/jaki.v10i1.2022.50-59
Mesfin D, Gintamo T. Patient Satisfaction And Associated Factors With Services Provided At Outpatient Departments. Int J Public Heal Sci. 2019;8(4):406. doi: https://doi.org/10.11591/ijphs.v8i4.20375
Mohiuddin AK. Patient Satisfaction With Healthcare Services: Bangladesh Perspective. Int J Public Heal Sci. 2020;9(1):34–45. doi: https://doi.org/10.11591/ijphs.v9i1.20386
Kahlenberg CA, Nwachukwu BU, McLawhorn AS, Cross MB, Cornell CN, Padgett DE. Patient Satisfaction After Total Knee Replacement: A Systematic Review. HSS J. 2018;14(2):192–201. doi: https://doi.org/10.1007/s11420-018-9614-8
Windi YK, Harnani BD, Asnani A. Patient-Perceived Indicators As A Basis For Satisfaction Assessment Of Healthcare. Int J Public Heal Sci. 2022;11(2):687–94. doi: https://doi.org/10.11591/ijphs.v11i2.21375
Ambarika R, Janitra KL. ANALYSIS Analisis Kualitas Pelayanan Profesional Pemberi Asuhan (PPA) Dengan Kepuasan Pada Pasien Rawat Jalan Di Poli Penyakit Dalam. J Med Usada. 2021;4(2):9–14. doi: https://doi.org/10.54107/medikausada.v4i2.103
Rahmaningtyas, Supriyanto. Pengaruh Mutu Layanan Terhadap Kepuasan Di Poliklinik Hamil Instalasi Rawat Jalan Rumah Sakit Umum Haji Surabaya. Indones J Public Heal. 2019;14(1):80–92. doi: https://doi.org/10.20473/ijph.v14i1.2019.80-92
Astuti NK, Kundarto W. Analisis Kepuasan Pasien BPJS Rawat Jalan Terhadap Pelayanan Instalasi Farmasi Rumah Sakit UNS. JPSCR J Pharm Sci Clin Res. 2018;3(2):84. doi: https://doi.org/10.20961/jpscr.v3i2.22162
Widyastuti N, Widjanarko B, Adi MS. Analisis Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Pasien Peserta BPJS Kesehatan di Instalasi Rawat Jalan RSUD dr. H. Soewondo Kendal. J Manaj Kesehat Indones. 2018;6(1):39–49. doi: https://doi.org/10.14710/jmki.6.1.2018.39-49
Hastuti SKW, Baginda NC, Aprianda S. A Qualitative Study: Hospital Patient Complaint Management. J Adm Kesehat Indones. 2022;10(1):31–40. doi: https://doi.org/10.20473/jaki.v10i1.2022.31-40
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Universitas Ahmad Dahlan
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors transfer the copyright and grant the Disease Prevention and Public Health Journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgement of the work's authorship and initial publication in Disease Prevention and Public Health Journal. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in Disease Prevention and Public Health Journal. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
