Understanding Patient Satisfaction and Loyalty in Public and Private Primary Health Care

Setyawan, Febri Endra Budi; Supriyanto, Stefanus; Ernawaty, Ernawaty; Lestari, Retno

doi:10.4081/jphr.2020.1823

Cited by 24 publications

(16 citation statements)

References 22 publications

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“…This positive rating was despite patients' discontent with the physical environment. 33,34 We could not find any published literature among patients with substance use disorders. Nevertheless, from our personal experience and extrapolating from the aforementioned research, we believe that the Indian patients, generally, might have lower expectations, higher tolerance, and a "less demanding" nature.…”

Section: Discussionmentioning

confidence: 94%

Course and Correlates of Stigma in Patients on Opioid Agonist Treatment: A Prospective Study from an Outpatient Treatment Program in India

Ghosh

Roub

Pillai

et al. 2021

Indian Journal of Psychological Medicine

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Background: Individuals with opioid dependence experience stigma and discrimination. Stigma can potentially reduce treatment-seeking and negatively affect treatment outcomes. We aimed to study the course of stigma and its correlates among patients receiving opioid agonist treatment (OAT). Methods: We recruited 51 subjects (aged between 18 and 45 years) registered in the OAT clinic from February to September 2019. We excluded subjects dependent on alcohol and other drugs (except for cannabis and tobacco), with severe mental illness, intellectual disability, and organic brain disease. We assessed the internalized and enacted stigma and quality of life at the treatment entry and after 3 months. Relationship of stigma with quality of life, socio-demographic, and other clinical variables were examined at the treatment entry. Results: Mean age of the subjects was 26.7 (± 5) years. At the end of three months, 33 (64.7%) patients were retained in the treatment. Internalized stigma correlated negatively with the social and environmental domains of quality of life. The strength of the correlations was modest. No significant correlation was found between demographic and clinical variables and internalized stigma and enacted stigma scores. Both internalized and enacted stigma scores reduced significantly at 3 months follow-up. The significance levels were retained even after controlling for the baseline quality of life scores. Stigma at the treatment entry did not predict early dropout. Conclusion: Despite higher severity at the treatment entry, the level of internalized and enacted stigma reduced significantly within three months of an outpatient-based OAT program.

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Section: Discussionmentioning

confidence: 94%

Course and Correlates of Stigma in Patients on Opioid Agonist Treatment: A Prospective Study from an Outpatient Treatment Program in India

Ghosh

Roub

Pillai

et al. 2021

Indian Journal of Psychological Medicine

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“…There is an indirect relationship between service atmosphere and customer satisfaction. Therefore, managerial support and work facilitation have an indirect impact on customer satisfaction by increasing employee commitment [27], [28]. Patients perceive higher service quality when services are delivered by a dedicated employee.…”

Section: Evaluation Of Structural Modelmentioning

confidence: 99%

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

Setyawan

Supriyanto

Ernawaty

et al. 2022

IJPHS

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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.

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“…Apoteker yang terlambat dalam memberikan pelayanan akan berdampak pada mutu pelayanan kesehatan sehingga perlu peningkatan tanggung jawab dengan menekan kedisiplinan kerja pada pelayan kesehatan. Selain itu, dalam meningkatkan kualitas pelayanan, rumah sakit perlu melakukan pendekatan yang bersifat informatif dengan cara menjelaskan perkembangan kesehatan kepada pasien dengan bahasa yang mudah dipahami oleh pasien dan anggota keluarga [17].…”

Section: Hasil Dan Pembahasanunclassified

Studi Pengamatan Kepuasan Pasien Peserta BPJS Kesehatan terhadap Pelayanan Kefarmasian Unit Rawat Jalan RSUD Provinsi Sulawesi Barat

Tikirik¹,

Hariyanto²

2022

Proc. Mul. Pharm. Conf.

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RSUD Provinsi Sulawesi Barat merupakan rumah sakit milik pemerintah Provinsi Sulawesi Barat yang tugasnya memberikan pelayanan untuk pasien BPJS. Belum ada penelitian terkait kepuasan pasien BPJS rawat jalan terhadap pelayanan kefarmasian di unit rawat jalan rumah sakit tersebut. Tujuan penelitian ini yaitu mengetahui tingkat kepuasan pasien BPJS dan prioritas perbaikan yang perlu dilakukan di unit rawat jalan terhadap pelayanan kefarmasian pada pasien BPJS. Penelitian ini termasuk non-eksperimental bersifat deskriptif menggunakan kuesioner. Responden dipilih dengan teknik convenience sampling. Untuk mengetahui tingkat kepuasan pasien dan evaluasi pelayanan digunakan metode SERVQUAL. Sedangkan, untuk mengetahui prioritas perbaikan dilakukan analisis dengan Customer Window Quadrant. Hasil penelitian menunjukan tingkat kepuasan pada aspek tangible, reliability, responsiveness, assurance dan emphaty dengan rata-rata >60% yang berarti masuk dalam pelayanan yang memuaskan. Sedangkan, prioritas utama yang perlu dilakukan pada pelayanan kefarmasian di unit rawat jalan yaitu pelayanan pasien agar tidak menunggu lama untuk mendapatkan pelayanan farmasi, waktu tunggu obat jadi dan obat racikan serta ketersediaan obat di apotik rumah sakit.

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Understanding Patient Satisfaction and Loyalty in Public and Private Primary Health Care

Cited by 24 publications

References 22 publications

Course and Correlates of Stigma in Patients on Opioid Agonist Treatment: A Prospective Study from an Outpatient Treatment Program in India

Course and Correlates of Stigma in Patients on Opioid Agonist Treatment: A Prospective Study from an Outpatient Treatment Program in India

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

Studi Pengamatan Kepuasan Pasien Peserta BPJS Kesehatan terhadap Pelayanan Kefarmasian Unit Rawat Jalan RSUD Provinsi Sulawesi Barat

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