Online ISSN: 2515-8260

Keywords : Patient satisfaction


A study to assess the determinants affecting the satisfaction level of inpatients getting admitted through the Emergency department in a tertiary care hospital, Odisha

Mrs.Rashmi Ranjita Parhi

European Journal of Molecular & Clinical Medicine, 2021, Volume 8, Issue 3, Pages 582-591

Evaluation of Patient satisfaction level who are getting admitted through emergency department (ED) is very necessary because it affects the performance that reflects the high quality, efficiency, and sustainability.
Aim: To assess the level of satisfaction in various points among inpatients following 48 hours of their admission through the emergency department. To find out the quality indicators of patient care through emergency department care Methods: This quantitative cross-sectional study was conducted in the emergency department. The target population was who have been admitted through the emergency department. The data was collected after 48 hours of admission in to the hospital. Result: Total of 98 patients were participated in this study and shared their experiences through a standard questionnaire. Total percentage of highly satisfied patients was 60.2% (n=59) for the services given by the emergency department. Total percentages of satisfied patients were 22.4 %(n=22) and Similarly each of both highly dissatisfied and dissatisfied patients were 2, and neutrals are 13.3 %(n=13). Conclusion: Satisfaction level of patient carries the total image of the hospital. It is also a good quality indicator which enables the contact points of improvement in ED so that the hospital can provide better care and services to the patients.

A study to assess the determinants affecting the satisfaction level of inpatients getting admitted through the Emergency department in a tertiary care hospital, Odisha

Mrs.Rashmi Ranjita Parhi

European Journal of Molecular & Clinical Medicine, 2021, Volume 8, Issue 2, Pages 1618-1627

Evaluation of Patient satisfaction level who are getting admitted through emergency
department (ED) is very necessary because it affects the performance that reflects the
high quality, efficiency, and sustainability.
Aim:
To assess the level of satisfaction in various points among inpatients following 48 hours
of their admission through the emergency department.
To find out the quality indicators of patient care through emergency department care
Methods:
This quantitative cross-sectional study was conducted in the emergency department. The target
population was who have been admitted through the emergency department. The data was
collected after 48 hours of admission in to the hospital.
Result:
Total of 98 patients were participated in this study and shared their experiences through a
standard questionnaire. Total percentage of highly satisfied patients was 60.2% (n=59) for the
services given by the emergency department. Total percentages of satisfied patients were 22.4
%(n=22) and Similarly each of both highly dissatisfied and dissatisfied patients were 2, and
neutrals are 13.3 %(n=13).
Conclusion:
Satisfaction level of patient carries the total image of the hospital. It is also a good quality
indicator which enables the contact points of improvement in ED so that the hospital can
provide better care and services to the patients.

Links Among Health Care Quality, Patients Satisfaction, and Loyalty: The Domino Effect

Stefanus Supriyanto; Mariana Ester; Susilawati .

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 5, Pages 398-405

Patient satisfaction is the benchmark for the level of health service quality. The patient satisfaction regarding the perceived treatment at the hospital determines whether he will use the same hospital in the future. Muji Rahayu Surabaya Hospital experienced a reduction in inpatient visits by 1.01% in 2018. The decrease in inpatient visits is likely due to patient complaints. The purpose of the study was to analyze patient satisfaction towards the perceived health care quality and the effect on patient loyalty. This study used a cross-sectional approach. The sampling technique was done by using proportionate stratified random sampling with 116 respondents who received inpatient services at Muji Rahayu Surabaya Hospital. The statistical test used was descriptive analysis and regression. The detailed discussion showed that 14.4% of patients felt very satisfied regarding the physical environment quality. There are 20.7% of the patients felt very satisfied regarding the interaction quality of doctors. Moreover, 21.3% of the patients are satisfied regarding the interaction quality provided by nurses, and 16.8% of patients felt very satisfied with the outcome quality. Meanwhile, overall patient loyalty was still low, which was as much as 13.2%. Regression analysis showed that patient satisfaction has a significant positive effect on patient loyalty (p=0.000). Patient satisfaction towards perceived health care quality has a strong effect on patient loyalty.

Analysis of Training Needs for Medical Staff Based on Patient Complaints at Public Health Center

Martha Ariana Wijayanti; Nyoman Anita Damayanti

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 5, Pages 419-423

Patient satisfaction is the core of patient-oriented marketing. Satisfying and quality service will form patient loyalty, so it will also bring in new customers. This study aimed to analyze the cause of complaints contributing to the occurring updates. The research design used was a quantitative descriptive. Analysis of training needs was carried out by looking at the organization based on the number of complaints and customer satisfaction surveys as a result of the Organizational Assessment, competency assessments as a result of the Task Analysis, attitudes and work methods of officers conducted by interviews as a result of the Individual Assessment. Based on data of complaints from public health center, the number of patients in 2018 was 14; 8 people were not satisfied with the attitude of the medical staff who provided services and 6 people were dissatisfied with the services provided. The customer satisfaction survey agreed that the descriptive executors were categorized as bad and the training was only carried out to improve competence in accordance with the fulfillment of competency requirements. The results of the research from the customer satisfaction survey conducted showed that the behavior of officers and service time was bad. Therefore, it is necessary to improve the services of the Public Health Center of Siwalankerto by reducing complaints, namely by increasing the ability of medical staff, one of which is through communication training.

Links Among Health Care Quality, Patients Satisfaction, and Loyalty: The Domino Effect.

Stefanus Supriyanto; Mariana Ester; Susilawati .

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 5, Pages 608-615

Patient satisfaction is the benchmark for the level of health service quality. The patient satisfaction regarding the perceived treatment at the hospital determines whether he will use the same hospital in the future. Muji Rahayu Surabaya Hospital experienced a reduction in inpatient visits by 1.01% in 2018. The decrease in inpatient visits is likely due to patient complaints. The purpose of the study was to analyze patient satisfaction towards the perceived health care quality and the effect on patient loyalty. This study used a cross-sectional approach. The sampling technique was done by using proportionate stratified random sampling with 116 respondents who received inpatient services at Muji Rahayu Surabaya Hospital. The statistical test used was descriptive analysis and regression. The detailed discussion showed that 14.4% of patients felt very satisfied regarding the physical environment quality. There are 20.7% of the patients felt very satisfied regarding the interaction quality of doctors. Moreover, 21.3% of the patients are satisfied regarding the interaction quality provided by nurses, and 16.8% of patients felt very satisfied with the outcome quality. Meanwhile, overall patient loyalty was still low, which was as much as 13.2%. Regression analysis showed that patient satisfaction has a significant positive effect on patient loyalty (p=0.000). Patient satisfaction towards perceived health care quality has a strong effect on patient loyalty.

Analysis of Training Needs for Medical Staff Based on Patient Complaints at Public Health Center.

Martha Ariana Wijayanti; Nyoman Anita Damayanti

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 5, Pages 629-633

Patient satisfaction is the core of patient-oriented marketing. Satisfying and quality service will form patient loyalty, so it will also bring in new customers. This study aimed to analyze the cause of complaints contributing to the occurring updates. The research design used was a quantitative descriptive. Analysis of training needs was carried out by looking at the organization based on the number of complaints and customer satisfaction surveys as a result of the Organizational Assessment, competency assessments as a result of the Task Analysis, attitudes and work methods of officers conducted by interviews as a result of the Individual Assessment. Based on data of complaints from public health center, the number of patients in 2018 was 14; 8 people were not satisfied with the attitude of the medical staff who provided services and 6 people were dissatisfied with the services provided. The customer satisfaction survey agreed that the descriptive executors were categorized as bad and the training was only carried out to improve competence in accordance with the fulfillment of competency requirements. The results of the research from the customer satisfaction survey conducted showed that the behavior of officers and service time was bad. Therefore, it is necessary to improve the services of the Public Health Center of Siwalankerto by reducing complaints, namely by increasing the ability of medical staff, one of which is through communication training.