Analysis of Patient Satisfaction on the Quality of Physiotherapy Services in the Pandemic Era at the SHC
DOI:
https://doi.org/10.51601/ijhp.v2i3.49Keywords:
Five dimensions of quality, level of patient satisfaction, patient satisfaction, quality of physiotherapy services.Abstract
The present study about Satisfaction is the perception of a product or service that has met
expectations. The customer satisfaction is the result of the accumulation of consumers or customers
in using products or services. The quality of health services is the degree to which the needs of the
community or individuals are meet for healthcare in accordance with good professional standards
with the use of resources fairly, efficiently, effectively within the limited capacity of the government
and the community, and is carried out safely and satisfies customers in accordance with accepted
good norms and ethics. Based on observations made by distributing customer feedback
questionnaires at the Sasana Husada Clinic (SHC), Jakarta Indonesia patient satisfaction in
outpatient physiotherapy services from January to March 2021. Result for patient satisfaction
obtained 76%, of which there were about 24% who were dissatisfied with the physiotherapy services
provided at the SHC Jakarta Indonesia. The purpose of this study was to determine the analysis of patient
satisfaction with the quality of physiotherapy services in the covid-19 pandemic era at the SHC. The
study used a descriptive observational method with a cross sectional research design. The sample in
this study was 62 people with sampling technique using simple random sampling. This research was
conducted by filling out a questionnaire by the patient. Data analysis was performed by univariate
test analysis. The results of the study indicate that patient satisfaction inside pandemic and based on the
quality dimension of reliability 79.61%, patient satisfaction based on the assurance dimension
80.06%, patient satisfaction based on the tangibility quality dimension 81.67%, patient satisfaction
based on the empathy quality dimension 78.12%, satisfaction patients based on responsiveness
77.80% and general patient satisfaction 78.06%.
References
World Health Organization, Global diffusion of eHealth: Making universal health coverage achievable. 2016.
WHO, “Together on the road to universal health coverage: A call to action,” World Heal. Organ., 2017.
L. Trisnantoro, “Universal health coverage and medical industry in 3 Southeast Asian countries,” BMC Public Health, 2014, doi: 10.1186/1471-2458-14-s1-i3.
Ministry of Health of the Republic of Indonesia, “Indonesia Basic Health Research, 2018,” 2018.
W. Quentin et al., “Paying hospital specialists: Experiences and lessons from eight high-income countries,” Health Policy (New. York)., 2018, doi: 10.1016/j.healthpol.2018.03.005.
E. Mahadewi, A. Heryana, . Herwanto, R. Astini, and N. Surip, “Marketing Mix Study using Social Media in Hospital,” 2020, doi: 10.5220/0009826004060413.
E. P. Mahadewi, A. Heryana, Y. Kurniawati, and I. Ayuba, “Analisis Waktu Tunggu Pelayanan Poliklinik Paru di Rumah Sakit Umum Daerah (RSUD) Tangerang,” Gorontalo J. Public Heal., 2019, doi: 10.32662/gjph.v2i1.463.
E. P. Mahadewi, “Faktor-Faktor yang Mempengaruhi Pemberian ASI Ekslusif di Puskesmas Kecamatan Grogol Petamburan, Jakarta Barat Tahun 2016,” Kesehat. Masy., 2016.
R. Khana, M. M. Singh, F. Damanhoori, and N. Mustaffa, “Investigating the importance of implementing ethical value on a healthcare system within a social media context,” Int. J. Innov. Creat. Chang., vol. 12, no. 5, 2020.
C. E. Phelps, Health economics. 2016.
E. P. Mahadewi and A. Heryana, “Analisis Perilaku Pemberian ASI Eksklusif Di Puskesmas Bekasi,” Gorontalo J. Public Heal., 2020, doi: 10.32662/gjph.v3i1.850.
Hosizah, “Upaya Pengendalian Biaya Pelayanan Rumah Sakit Di Indonesia,” Univ. Esa Unggul Jakarta, 2012.
B. Murti, “Asuransi Kesehatan Berpola Jaminan Pemeliharaan Kesehatan Masyarakat di Era Desentralisasi Menuju Cakupan Semesta,” Inst. Heal. Econ. Policy Stud. (IHEPS). Univ. Sebel. Maret, 2011.
L. Gurrieri and J. Drenten, “Visual storytelling and vulnerable health care consumers: normalising practices and social support through Instagram,” J. Serv. Mark., vol. 33, no. 6, 2019, doi: 10.1108/JSM-09-2018-0262.
A. Ambarriani, “Hospital Financial Performance In the Indonesian National Health Insurance Era,” McKinsey Q., 2014.
E. Susan, “MANAJEMEN SUMBER DAYA MANUSIA,” Adaara J. Manaj. Pendidik. Islam, vol. 9, no. 2, pp. 952–962, 2019, doi: 10.35673/ajmpi.v9i2.429.
“Health Financing,” in SpringerReference, 2012.
Marhaeni, Z. Fanani, B. Hartono, and B. A. Nugroho, “The influence of the marketing mix (Product, price, promotion, place, process, entrepreneurs and physical evidence) to customer satisfaction and loyalty in buying shredded beef in Palu City, Indonesia,” Int. J. Econ. Res., 2015.
W. Quentin, D. Scheller-Kreinsen, M. Blümel, A. Geissler, and R. Busse, “Hospital payment based on diagnosis-related groups differs in Europe and holds lessons for the united states,” Health Aff., 2013, doi: 10.1377/hlthaff.2012.0876.
A. D. Intiasari, J. Hendrartini, and L. Trisnantoro, “Analisis pola pemanfaatan jaminan pembiayaan kesehatan era Jaminan Kesehatan Nasional pada peserta non PBI mandiri di wilayah perdesaan Kabupaten Banyumas,” Jkki, 2016.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Rifaidwianto Ngguna, Erlina Puspitaloka Mahadewi, Gisely Vionalita, Rini Handayani
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
