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All Journal International Journal of Contemporary Sciences (IJCS)
Atmim Rizki Fitriani
Universitas Jember
Religion Humanities Decision Sciences, Operations Research & Management Education

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Understanding Geriatric Patient Satisfaction: A Case Study of Healthcare Service Quality in a Regional Hospital in Jember Atmim Rizki Fitriani; Rondhianto; Zahreni Hamzah
International Journal of Contemporary Sciences (IJCS) Vol. 3 No. 3 (2025): March 2025
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ijcs.v2i5.48

Abstract

This study explores how geriatric patients perceive the quality of healthcare services at a regional hospital in Jember. Using a qualitative case study approach, data were collected through in-depth interviews, observations, and document analysis involving elderly patients, healthcare providers, and hospital administrators. The findings reveal that reliability and assurance play a significant role in patient satisfaction, as consistent medical care and a sense of safety from healthcare providers help patients feel more comfortable and secure. However, issues with responsiveness and empathy emerged as key challenges, with patients expressing frustration over delayed responses and a lack of emotional support from staff. Inadequate infrastructure and facilities tailored for elderly patients also contributed to dissatisfaction. The study underscores the importance of enhancing healthcare staff's understanding of geriatric care, improving communication and emotional support, and adapting hospital infrastructure to meet the specific needs of older patients. By adopting a more patient-centered approach, hospitals can create a more supportive and satisfying healthcare experience for geriatric patients
Co-Authors Rondhianto Rondhianto Zahreni Hamzah