Sholehah, Mar'atus and , Sri Darnoto S.KM M.PH and , Noor Alis Setiyadi, S.KM., M.KM., Dr.PH (2021) Kajian Literatur Determinan Kepuasan Pasien Pada Pelayanan Rawat Jalan Di Rumah Sakit. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
The level of satisfaction experienced by patients after using the service sometimes reflects the gap between the expected service and the service obtained. In order to provide satisfaction for its patients every hospital must provide satisfactory service. This study aims to examine determinants related to patient satisfaction in outpatient services in hospitals using literature review methods. The databases used are Google Scholar, Pubmed and Science Direct. Issn fullpaper journal from 2012-2020 with independent variables of service procedures, facilities and sociodemography. The dependent variable is the satisfaction of outpatients in the hospital. The results of the literature study from six journals showed that there are several determinants that affect patient satisfaction in outpatient services in hospitals, namely service procedures consisting of (travel time, waiting time for services, drug taking, explanation of disease, medical consultation, and attitude of health workers), hospital facilities (medical technology, hospital environment, and medical costs), tangibility, reliability, responsiveness, assurance, empathy, technical and interpersonal. Sociodemographic factors (gender, age, education, occupation and income) do not affect the satisfaction of outpatients. The determinant that most affects outpatient satisfaction is waiting time. Further research suggests that sociodemographic factors should not be reviewed. Researchers can then use more specific locations, namely in outpatient polyclinics, hospitalizations and others. Researchers can also further examine the use of digital registration systems, digital payments, digital treatment consultations and others that can optimize waiting time determinants and disease explanations.
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | determinants of outpatient satisfaction, patient satisfaction in outpatient services, outpatient satisfaction in hospitals. |
| Subjects: | R Medicine > R Medicine (General) R Medicine > RA Public aspects of medicine |
| Divisions: | Fakultas Ilmu Kesehatan > Kesehatan Masyarakat |
| Depositing User: | MAR'ATUS SHOLEHAH |
| Date Deposited: | 07 Jun 2021 03:33 |
| Last Modified: | 07 Jun 2021 03:33 |
| URI: | http://eprints.ums.ac.id/id/eprint/91267 |
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