Organizational commitment, patient satisfaction and loyalty in the first-level health facilities

Abstract

Patient satisfaction and loyalty are widely cited as markers of healthcare quality. Organizational commitment assists first-level health facilities in achieving the goals by incorporating physicians in the implementation of holistic and comprehensive care. This study aims to analyze a structural model of physician organizational commitment, patient satisfaction, and loyalty in first-level health facilities. This study used an explanatory research design with a total sample of 199 physicians and 980 patients in 30 public and private first-level health facilities within the collaboration of national healthcare and social security, chosen by systematic random sampling. Analysis was performed by using partial least squares–structural equation modeling (PLS-SEM). Physician factors, organizational factors, and non-organizational factors have the strongest influence on physician organizational commitment (80.2%). To sum up, major efforts should be made to improve organizational commitment among physicians in providing holistic and comprehensive care in first-level health facilities to boost patient satisfaction and loyalty.

Development of a Hospital-Stakeholder Collaboration Tool Using Mixed Methods to Assess Stakeholder Perspectives for Hospital Service Improvement

“…The HSC and HPF tools have two differences, first: they are developed for the OPD setting, and second: the assessment of service improvement goes through the identification, interview, and FGD processes. The tool was designed this way to achieve a comprehensive assessment of patient needs; it also allows the interaction between the stakeholders who provide service improvement recommendations and the hospital management ( 4 , 7 , 29 ).…”

“…Regrettably, doctors' involvement in the service improvement process remains below 35% due to various constraints such as limited time, challenges to physician autonomy, financial disincentives, and inadequate support for quality improvement initiatives ( 39 ). A study by Setyawan, et. al., (2022) supports this phenomenon.…”

“…The study found that physician-organizational commitment supported the patient satisfaction at 80%. The organizational commitment is crucial to implement holistic and comprehensive care ( 29 ).…”

Islamic hospital nurse loyalty model: motivation, commitment and satisfaction

“…If there is no opportunity to change jobs, employees can draw enthusiasm from the organization. Some of the results of previous studies stated that the higher the organizational commitment they will remain loyal, such as his research (Abdullah'Azzam & Harsono, 2021) and (Setyawan, Supriyanto, & Lestari, 2022).…”

Nurse caring with the Swanson Theory Approach and patient satisfaction in class 3 inpatient room

“…1 Nurses' caring behavior is an important factor in nursing services because caring behavior is closely related to human relationships and greatly influences the quality of service and patient satisfaction. [2][3][4] Caring behavior, empathy, compassion, and gentle communication will create a therapeutic relationship between nurses and clients. This way, patients will feel comfortable, so stress will be reduced and patient satisfaction will increase; in reality, the caring behavior of nurses is still not optimal, so it has a negative impact on patient satisfaction.…”