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Journal : Journal of Health Policy and Management

Implementation of Patient Dissatisfaction among Outpatient at Muslimat General Hospital, Ponorogo, East Java Sulasiyah, Siti; Katmini; Kusumawati, Prima Dewi
Journal of Health Policy and Management Vol. 9 No. 1 (2024)
Publisher : Masters Program in Public Health, Universitas Sebelas Maret, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26911/thejhpm.2024.09.01.09

Abstract

Background: Patient satisfaction is the result of the patient's assessment of health services by comparing what is expected in accordance with the reality of health services received in a hospital health setting. This study aimed to determine the dissatisfaction of outpatients at Muslimat General Hospital, Ponorogo, East Java. Subjects and Method: This was a qualitative study, with in-depth interviews with informants. Discussions and interviews were conducted in the community within Muslimat General Hospital, Ponorogo, East Java, Indonesia. A total of 10 outpatient patient were included in this study. The outpatient patient was interviewed in August to September 2022. The transcribed data were analyzed using content analysis. Results: The distribution of informants based on Responsiveness obtained data from Responsive Officers in handling patient complaints in the area as many as 10 informants (100%) were satisfied while the waiting time was not too long as many as 7 informants (70%) were satisfied while those who felt dissatisfied were 3 informants (30%) informants based on Assurance data obtained. Officers provided information about the patient's disease and experts at work as many as 10 informants (100%) were satisfied. The distribution of informants based on Empathy obtained data. Officers always maintain good communication with patients and officers are able to provide comfort to patients as many as 10 informants (100%) are satisfied. The distribution of informants based on Tangibles obtained data The place was clean and comfortable as many as 7 informants (70%) who were satisfied while those who felt dissatisfied were 3 informants (30%) while the Completeness of the tools used for examination were 8 informants (80%) who were satisfied while who were dissatisfied as many as 2 informants (20%). Conclussion: Outpatients are satisfied with the service, the waiting time is not too long, and feel that the staff always maintains good communication with patients. Keywords: reliability, responsiveness, assurance, empathy, tangibles. Correspondence: Katmini. Strada Institute of Health Sciences, Kediri, Indonesia. Jl. In Panjaitan, Siman, East Java. Email: katminitini@gmail.com. Mobile: +62 823-3466-2921.
Co-Authors A, Chevy Herli Sumerli Aat Agustini Abiddin, Andi Hayyun Adani Dinanhashfi Hersariti Afelina Krissinta Rahayu Putri Agus Sucipto Agustin Widyowati Ajeng Rahardyani Hersariti Alfian Fawzi Ambarsari, Fifin Aning Laorani Anshoriyah, Sofiyatul Ardi Bastian Ardilla Oktaviana Arlia Arlia Asbath Asih Pusparin Asih Puspitasari Asmaul Khusna Asnuddin, Asnuddin Atik Setiawan Wahyuningsih Baiq Hikma Rahmatin Betharia Mardiyani Billy Anoraga, Aditya Byba Melda Suhita Byba Melda Suhita Candra Wahyuni Choirul Amri Chusnul Justati David Rhesy Saputrodewo Dedi Saifulah Deivita, Yan Delvy Mardvin Siokain Dewi Zuniawati Dwiwati, Endang Ekasari, Fahma Yulinda Ekowati, Sri Wahyu Eli Sabrifha Elok Aqila Febriani Elok Aqila Febriani Eny Susilowati Fadli Fadli Fauzi, Ahmad Zil Ferdiana Azhar Fernandez, Fransisca Debby Christine Fitra Okta Damayanti Fitriani Abdal Fonnie Kuhu Haswita, Haswita Hengky Irawan Heri Saputro Idana, Rindang Farihah Idawati, Candra Ikhlasiah, Marthia Ikko Ambar Noviana Indasah Indasah Indrawati, Iing Yuli Jamilatus Sholeha Jaya, Adetya Wahyu Dwi Joel Rey Ugsang Acob johansyah johansyah Joko Prasetyo Joko Sutrisno Joko Sutrisno Joko Sutrisno Kamesyworo, Kamesyworo Katmini Khasanah, Mutiara Khomsiyatin, Binti Ratna Koesnadi Koesnadi, Koesnadi Kurnia Sari, Dhita Kurniati, Ana La Joni Laksmi, Noorhani Dyani Laorani, Aning Larasati, Nindya Cahya Layla, Siti Farida Noor Maidelwita, Yani Maria, Iva Jaya Mawarni, Amelia Indah Melda, Byba Mendieta, Gaiska Mitakda, Esterlina Muhammad Saleh Nadya Risky Aini Nasution Nafa Zunaidah Fahma Natalia Lisma Br Sembiring Nindya Cahya Larasati Ning Arti Wulandari, Ning Arti Ningsih, Eka Sarofah Novita Ana Anggraini Nugroho, Budi Sulistiyo Nur Widya Trisnawati Nur Widya Trisnawati Nur ‘Azah Nurhidayati, Wa Ode Nurwijayanti Nurwijayanti Pande Ayu Naya Kasih Permatananda Pudyastuti, Rita Rena Puspitasari, Asih Putri, Elvina Triana Ragilia, Sepda Rahmania Ambarika Ratna Wardani Reni Nurhidayah Sabrifha, Eli Sahat Tua Naiboha, Beres Santioso, Lucy Lidiawati Sepda Ragilia Sergio Rodrigues Soares Siti Komariyah Slamet Djoko Sunarko Soares, Sergio Rodrigues Sulasiyah, Siti Sunanto Sunanto Surahman Sukron Rosyadi Susi Wirawati Triyono Sutrisno Sutrisno Sutrisno, Vivi Koernia Waty Trisnawati, Nur Widya Trisnawati, Nur Widya Venty Suryanti Wahyuni, Retno Dwi Wawan Kurniawan Weraman, Pius Wiji Astuti Winarningsih, Rahayu Arum Wing Wiryanto Waang Wing Wiryanto Waang Wiwit Azmi Lestari Yadnya, I Dewa Gede Sayang Adi Yammar Yan Deivita Yenny Puspitasari Yohanes Deo Fau Yuli Peristiowati, Yuli Yuly Peristiowati Zulkifli