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All Journal Journal of Economics, Business, & Accountancy Ventura Indonesian Journal of Business and Entrepreneurship (IJBE) Journal of Accounting and Management Innovation Asia-Pacific Management and Business Application Syntax Literate: Jurnal Ilmiah Indonesia JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) Ultima Management : Jurnal Ilmu Manajemen Indonesian of Health Information Management Journal (INOHIM) Jurnal Muara Ilmu Ekonomi dan Bisnis Jurnal Ekonomi Manajemen Sistem Informasi Milestone: Journal of Strategic Management Journal of Accounting and Management Innovation Jurnal Locus Penelitian dan Pengabdian Jurnal Ilmu Manajemen & Ekonomika Proceeding National Conference Business, Management, and Accounting (NCBMA) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Eduvest - Journal of Universal Studies Proceeding of International Conference on Entrepreneurship (IConEnt) JER
Tan, Jacob Donald
Universitas Pelita Harapan
Aerospace Engineering Humanities Automotive Engineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Mathematics Neuroscience Social Sciences Other

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Patient Satisfaction Among Noncommunicable Disease Patients in Klinik K Wangidjaja, Olivia; Tan, Jacob Donald
Indonesian of Health Information Management Journal (INOHIM) Vol 13, No 2 (2025): INOHIM
Publisher : Lembaga Penerbitan Universitas Esa Unggul

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47007/inohim.v13i2.659

Abstract

Abstract Noncommunicable diseases (NCDs) are a leading cause of global mortality, and patient satisfaction serves as a critical indicator of healthcare quality, especially in primary healthcare settings where long-term management is essential. This study aims to explore the level of patient satisfaction and identify key contributing factors among NCDs patients at Klinik K, a facility with a high volume of BPJS Kesehatan users and regular chronic care visits. The methodology includes semi-structured interviews with nine informants selected through purposive sampling, complemented by field notes and observations.The findings reveal that patients were positively satisfied when they received consistent health control, health education, and patient care center. However, patient satisfaction was negatively impacted by the lack of facility environment, service accessibility timing, medication stock availability, digital health accessibility, and diagnostic test availability These insights may facilitate better communication between patients and clinic management, leading to improvements in the delivery of NCDs care at Klinik K. Keyword: noncommunicable diseases; patient satisfaction; healthcare service; primary healthcare; case study Abstrak Penyakit Tidak Menular (PTM) merupakan penyebab utama kematian secara global, dan kepuasan pasien menjadi indikator penting dalam menilai kualitas layanan kesehatan, terutama di fasilitas layanan kesehatan primer yang berperan dalam pengelolaan jangka panjang. Penelitian ini bertujuan untuk mengeksplorasi tingkat kepuasan pasien serta mengidentifikasi faktor-faktor utama yang berkontribusi terhadap kepuasan pasien PTM di Klinik K, sebuah fasilitas yang melayani banyak pengguna BPJS Kesehatan dan kunjungan rutin untuk perawatan penyakit kronis. Metodologi penelitian mencakup wawancara semi-terstruktur terhadap sembilan informan yang dipilih melalui teknik purposive sampling, serta dilengkapi dengan catatan lapangan dan observasi. Hasil penelitian menunjukkan bahwa pasien merasa puas ketika mereka menerima pelayanan kontrol kesehatan, edukasi kesehatan, dan layanan yang berpusat pada pasien. Namun, kepuasan pasien menurun akibat kurangnya kenyamanan lingkungan fasilitas, keterbatasan waktu akses layanan, ketersediaan stok obat yang tidak memadai, aksesibilitas layanan digital yang rendah, serta keterbatasan dalam ketersediaan tes diagnostik. Temuan ini diharapkan dapat menjadi dasar untuk meningkatkan komunikasi antara pasien dan pihak manajemen klinik guna memperbaiki kualitas layanan kesehatan bagi pasien PTM di Klinik K. Kata Kunci: penyakit tidak menular; kepuasan pasien; pelayanan kesehatan; layanan kesehatan primer; studi kasus
Investigating Patient Satisfaction in Wound Care at NCI Clinic Samarinda Edwin, Edward; Tan, Jacob Donald
Jurnal Locus Penelitian dan Pengabdian Vol. 5 No. 2 (2026): JURNAL LOCUS: Penelitian dan Pengabdian
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/locus.v5i2.4996

Abstract

Wound care is a critical aspect of healthcare, particularly in communities facing an increasing prevalence of chronic and post-surgical wounds. In Samarinda, East Kalimantan, the growing demand for specialized wound care services highlights the need to understand patient satisfaction as a vital indicator of healthcare quality. This study aimed to investigate the factors influencing patient satisfaction at NCI Wound Care Clinic, which provides both in-clinic and home-care wound management. A qualitative case study approach was employed, involving eight informants: four who received treatment at the clinic and four who received home-care services. Data were collected through semi-structured in-depth interviews, direct observations, and field notes, and were analyzed thematically. The findings identified seven latent variables that influenced satisfaction: engaging interpersonal communication, accessibility from home, perceived clinical competence of nurses, detailed pricing, accommodation of personal needs, and two negative factors—ineffective registration and scheduling processes. The results indicate that empathy, professionalism, transparency, and flexibility contribute significantly to patient satisfaction. Conversely, administrative inefficiencies negatively affect satisfaction and perceptions of service quality. The study concludes that improving interpersonal communication, cost transparency, and digitalized administrative systems can enhance both patient satisfaction and the overall quality of wound care services.
Co-Authors Adinegara, Marcel Agus Purwanto Alkatiri, Fairuziah Binti Bader Andrian Indramawan Anton Wachidin Widjaja Ardi Ardi Ardi Kho Armaan Arora Caroline Ratnasari Chandra, Winda CHENG, XU Edwin, Edward Enrico, Davin Evo S Hariandja Fairuziah Binti Bader Alkatiri Felyana, Felyana Hadi Cahyadi Helenna Claudia Thasya Herlina Safitri Husni, Fransiskus Xaverius Irwanto Halim Layman, Chrisanty Victoria Listyani, Nadya Kaulika Masduki Asbari Michael Prayogo Nugroho Pramono, Rudy Purba, John Tampil Qing Song Safitri, Herlina Sonnia Prayoga Stefani Mutiara Kornelius Stephen Adi Sugiarto S Suwarto, F X Teddy Purnama Thasya, Helenna Claudia Thasya, Helenna Claudia Wangidjaja, Olivia Wibisono, Natalia Ika Xujie, Xujie Yossie Giodita Jenifer Yuma Luqman Adhli