Analysis of Patients Satisfaction Index: A Study from One of the Main Referral Hospitals in Indonesia

Abstract

Background: Patient satisfaction will affect the hospital service quality and vice versa. Evaluating the patient's satisfaction is necessary for a healthcare service provider in maintaining and improving hospital quality. Objective: To analyze the patient satisfaction indicators in the main referral hospitals for 4 years and develop an index of satisfaction. Methods: This study was a retrospective cohort study conducted from 2017 to 2020 in Surabaya, Indonesia. We used proportional stratified random sampling to collect data. Data collection is carried out in the form of a Community Satisfaction Index (CSI) regularly every year. A total of 46 work units each year were included in this study. Data were presented in diagrams and tables. Data analysis was performed using IBM SPSS version 23. Result: The highest composite value of the CSI was in 2020 (80.14), followed by 2018 (77.97), 2019 (77.95), and 2017 (75.08). In group 2018 vs 2019, only one indicator (complaint handling) had a significant difference between those two years (p= 0.020). However, in the comparison group of 2019 vs. 2020 and during 4 years, almost all indicators showed a significant improvement, except for officer behavior (p>0.05). Conclusions: Our study provides an overview of Indonesia's health care system and identifies areas for improvement, particularly with regard to the country's present universal health coverage program. Evaluating patient satisfaction regularly is necessary in improving hospital performance and service quality.