√ Definition of Patient Satisfaction, Benefits, Measuring Methods & Factors
Definition of Patient Satisfaction, Benefits, Measuring Methods & Factors – In this discussion we will explain about Patient Satisfaction. Includes understanding, benefits, ways of measuring and factors that influence patient satisfaction with complete and easy-to-understand discussion.
Definition of Patient Satisfaction, Benefits, Measuring Methods & Factors
For more details, please see the review below carefully.
Definition of Patient Satisfaction
Satisfaction according to Pohan (2013) is the output or outcome of health services. In this way patient satisfaction can be interpreted as a goal of improving the quality of health services. Patient satisfaction is also defined as a level of patient feeling that arises as a result of the performance of the health service that is obtained after the patient compares with what has become he hoped.
Benefits of Measuring Patient Satisfaction
The benefits of measuring patient satisfaction according to Soeparmanto and Astuti (2006) are as follows:
- Become aware of the deficiencies of each level of weakness in service delivery.
- Become aware of the performance of service delivery that has been carried out by the service unit.
- Can be used as material for determining policies that must be taken and efforts that must be made.
- Become aware of the community satisfaction index in terms of public services for the central and regional government environment
- Becoming a trigger for positive competition between service delivery units in an effort to improve service performance.
- For the community, they can find out an overview of the service performance of related units.
How to Measure Patient Satisfaction
According to Muninjaya (2013)Those who buy or use health care products or services are called customers or customers. Then according to Kotler in Nursalam (2011) there are several ways to measure customer or patient satisfaction, including:
-
Complaint and Suggestion System
For example, suggestion boxes in strategic locations, postcards with stamps, toll-free telephone lines, websites, e-mails and so on. -
Customer satisfaction survey
Whether by post, telephone, email or in person -
Ghost Shopping
One form of observation is using the services of people posing as customers or competitors to observe aspects of service and product quality. -
Lost Customer Analysis
Is conducting relationships or interviewing customers who have switched in order to understand the causes by carrying out service improvements.
Factors Affecting Patient Satisfaction
Sangadji And Sopiah (2013) states that there are several factors that influence patient satisfaction including:
-
Patient Characteristics
Factors that determine the level of patients or customers by the characteristics of the patients themselves, that is are the characteristics of a person or the uniqueness of a person that differentiates one person from another other. These characteristics are in the form of name, age, gender, educational background, ethnicity, religion, occupation and so on. -
Physical Facilities
In a physical form that can be seen such as buildings, equipment, employee uniforms and communication facilities -
Guarantee
Knowledge, ability, courtesy and trustworthiness of nurses -
Concern
It's easy to build good communication between employees and clients, personal attention and being able to understand customer needs. -
reliability
The ability to provide a promised service quickly, precisely, accurately and provide satisfaction.
Meanwhile according to Budiastuti (2002) stated that the patient in giving papal evaluation of services received there are several factors, namely:
-
Product or Service Quality
Patients will feel satisfied if the results of their evaluation describe that the product or service used is of high quality. Consumer perceptions of products or services are influenced by two things, namely the fact of product quality or actual services and corporate communications primarily advertising in promoting the home it hurts. -
Service quality
Very important war in the service industry. Consumers in this case are patients who will feel satisfied if they get good service or according to what they want -
Emotional Factors
Patients who feel proud and confident that other people are amazed at consumers, if in this case the patient chooses Hospitals that already have an "expensive hospital" view tend to have a higher level of satisfaction tall -
Price
Price is an important aspect, but the most important in determining quality to achieve patient satisfaction. Even so, this element influences the patient from the point of view of the price paid. -
Cost
Obtaining a product or service, patients who do not spend additional money or do not need to waste time obtaining services tend to be satisfied with these services.
Thus has been explained about Definition of Patient Satisfaction, Benefits, Measuring Methods & Factors. Hopefully it can add to your insight and knowledge. Thank you for visiting and don't forget to read other articles.
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