Hubungan Kualitas Pelayanan Kesehatan dengan Kepuasan Pasien Rawat Inap di Fasilitas Kesehatan Tingkat Pertama: Literature Review

Mashita, Dina Ayu (2021) Hubungan Kualitas Pelayanan Kesehatan dengan Kepuasan Pasien Rawat Inap di Fasilitas Kesehatan Tingkat Pertama: Literature Review. Undergraduate thesis, Politeknik Negeri Jember.

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Abstract

The quality of health services was related to patient satisfaction. Patient dissatisfaction can affecedt patient loyalty resulting in a decrease in patient visits, as shown by the Demak District Health Office which the number of inpatient visits to the public health center decreased by 6.37% annually from 2012-2014. The purpose of this research is to determine the relation between the quality of health services (tangible, reliability, responsiveness, assurance, empathy) and the satisfaction of inpatients at first-level health facilities. The method used is literature review by analyzing 10 articles from Google Scholar, MEDLINE, Garuda Portal and Perpustakaan Nasional. Based on the results of literature studies from various studies obtained, there are 3 articles stating that the quality of public health services as a whole has a significant relationship to patient satisfaction. There are 6 (85.7%) literature shows the tangible dimension are related and 1 literature has no relationship. Reliability there are 4 (57.1%) literature that shows related and 3 unrelated literature. Responsiveness There are 4 (57.1%) literature that shows a relationship and 3 literature that is not related. Assurance there are 3 (42.8%) literature that shows a relationship and 4 literature that is not related. Empathy there are 5 (71.4%) literature that shows a relationship and 2 literature that is not related to patient satisfaction. The assurance dimension is considered poor so that it has no relationship with patient satisfaction. There is literature that only writes the correlation test results without explaining the situation or facts found in first-level health facilities. The assurance dimension is the dimension with the weakest relationship, so it can be made a priority to improving the quality of services in first level health facilities. There is literature that only writes the correlation test results without explaining the situation or facts found in first-level health facilities.

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