Patient Satisfaction Levels in One of the Private Hospital in Padang City

Abstract

Improving patient care is a priority for health service providers, with the aim of achieving optimal levels of patient satisfaction. Based on patient satisfaction data, the level of patient satisfaction in 2022 still doesn't meet the minimum service standard. It was also found that there were many complaints about the services provided at outpatient clinics. This research aims to determine the level of patient satisfaction based on satisfaction indicators and analyze which attributes are priority problems. The research method uses a sequential explanatory method. Data was obtained from 167 respondents and nine informants. Data analysis uses descriptive analysis and Cartesian diagrams. Qualitative research was carried out using in-depth interviews, observations, and reviews of related documents. Research results showed that the level of patient satisfaction was 72.5%. Based on the five dimensions of service quality, the level of patient satisfaction was found to not meet service standards. There are four main priority problems to be addressed: service registration procedures, inappropriate arrival times for doctors, staff attitudes and communication that aren't optimal, and waiting times for medicines that don't meet standards. It was concluded that the level of patient satisfaction still doesn’t meet the minimum service standards. Keywords: Outpatient care, patient satisfaction, service quality