The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
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International Journal of Science and Healthcare Research
Vol.4; Issue: 2; April-June 2019
Website: www.ijshr.com
Original Research Article ISSN: 2455-7587
The Factors Influencing Patient Satisfaction in Interna Room Men Puncak
Jaya Hospital
Janri Silalahi1, A.L. Rantetampang2, Yermia Msen3, Anwar Mallongi4
1
Magister Program of Public Health, Faculty of Public Health, Cenderawasih University, Jayapura.
2,3
Lecturer of Master Program in Public Health. Faculty of Public Health, Cenderawasih University, Jayapura
4
Environmental Health Department, Faculty of Public Health, Hasanuddin University, Makassar.
Corresponding Author: Anwar Mallongi
ABSTRACT Keywords: Satisfaction, Patient, Interna Room
Men, Hospital
Background: The satisfaction of services from
hospitals can be judge requires adequate INTRODUCTION
facilities, infrastructure and attitudes and Satisfaction is the level of one's
behavior of health workers in providing feelings (customers) after comparing
services. Age and education of patients can between performance or perceived results
assess the service they receive, the quality of
(services received and felt) with what he
service that has less implications for patient
satisfaction. expected. A service is considered
Objective: To find out the factors that influence satisfactory if the service can meet the needs
patient satisfaction in the Male Care Room and expectations of the client. Satisfaction
Mulia Mulia Hospital, Puncak Jaya Regency" in the form of feeling happy or disappointed
Research Method: Analytical with cross someone experienced after comparing the
sectional study design. The population was all perceptions of performance or the results of
patients hospitalized during the months of a product with expectations (Nurjannah,
October - December 2018 in the Male Nursing 2012).
Room in Mulia Jaya Hospital, Puncak Jaya Some factors that influence patient
Regency, as many as 109 samples. Data were satisfaction, depending on the
obtained using questionnaires and analyzed
characteristics of the patient include age and
using quare techniques and logistic regression.
Results: Factors that influence patient education, besides the facilities,
satisfaction in the Men's Nursing Room Mulia infrastructure and attitudes and behaviors of
Hospital in Puncak Jaya Regency are facilities health officers affect patient satisfaction
(p-value 0.031; Rp: 1.781; CI95% (1,084 - such as helping and providing services to
2,927), infrastructure (p-value 0,000; Rp. 4,861; patients quickly, the ability of officers and
CI95 % (2,758 - 8,570), behavior of health the trustworthy nature possessed, the
workers (p-value 0.001; Rp. 2,408; CI95% attention of doctors and nurses in providing
(1,586 - 3,657). Factors that not affect patient services to patients and circumstances. The
satisfaction in the Interna Room Men Mulia limitation factors that hospitals have in
Mulia Hospital, Puncak Jaya Regency are age (p relation to human resources, funds and large
-value 0.388; (RP: 1.293; CI95% (0.808 -
available facilities are factors that
2.070), education (p-value 1,000; RP: 11.053;
CI95% (0.626 - 1.774), length of stay (p-value significantly influence patient satisfaction
0.172; Rp. 1.462; CI95%; CI95% (0.903 - (Lahinda, 2015; Andriani, 2017).
2,366) The dominant factors that influence the The Regional General Hospital is a
satisfaction of male inpatients in Mulia Hospital type / class D hospital with 65 beds. Mulia
are the facilities, infrastructure, attitudes and Jaya Hospital in Puncak Jaya Regency is
behavior of health workers. currently in the preparation of accreditation
which is planned to be implemented in
International Journal of Science and Healthcare Research (www.ijshr.com) 11
Vol.4; Issue: 2; April-June 2019Janri Silalahi et.al. The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
2020. One of the demands of accreditation (Swarjana, 2013). This study was conducted
is increasing patient satisfaction through to determine the effect of age, education,
improving quality services in accordance length of care, facilities, infrastructure,
with standard operating procedures in behavior of health workers on patient
providing health services in Mulia Jaya satisfaction.
Hospital, Puncak Jaya Regency. Therefore, 2.2. Location and Time of Research
Mulia Hospital in Puncak Jaya Regency is The study was conducted at Mulia Hospital
required to be accredited in order to and the time of the study was conducted in
improve adequate facilities and October - November 2018
infrastructure as well as specialist and non- 2.3. Population and Samples
specialist services. The results of 1. Population
preliminary studies at Mulia Hospital in Population is a generalization area
Puncak Jaya Regency, the number of consisting of: objects / subjects that have
inpatient visits in 2016 were 2,323 and in certain qualities and characteristics set by
2017 there were 2,210 people. This visit researchers to be studied and then
data showed a decrease in the number of conclusions drawn (Sugiyono, 2013). The
patient visits but could not indicate patient population in this study were all male care
satisfaction. room patients in October - December 2018
Based on the results of interviews on as many as 109 people.
the initial data collection in July 2018 of the 2. Samples
five patients, three patients complained The sample in this study was the total
about the services provided by health patients with the sampling technique in
workers, due to insecurity and lack of consecutive sampling, ie patients taken
empathy in serving staff, 2 other patients during stays in October - December 2018
thought they were not comfortable with the obtained a sample of 109 people with
conditions and physical facilities, such as criteria, namely families or patients who
building cleanliness and patient comfort. In were treated or accompanied by patients at
addition, one informant said that service, least 1 day.
especially at the counter, was still felt for a
long time due to lack of information which 3. RESULTS
caused the waiting time to be long in patient Bivariate Analysis
registration. a. Influence of Age with Patient
Based on this, patient satisfaction Satisfaction
research as one of the features of hospital Table 1. Effect of Age with patient satisfaction in the Male
Care Room of Mulia Hospital in Puncak Jaya Regency in 2018
success is very important, because it can be No Age Patient satisfaction
used as feedback and input for improving Not satisfaction satisfy Number
n % n % n %
the development of health services. Based 1 < 35 year 20 44,4 25 55,6 45 100
on the description of the problem above, the 2 > 35 year 22 34,4 42 65,6 64 100
Number 42 38,5 67 61,5 109 100
authors are interested in conducting research p-value = 0,388; RP: 1,293; CI95% (0,808 – 2,070)
with the title: "Factors that affect patient
satisfaction in the Male Care Room of Table 1 shows that of 45 people agedJanri Silalahi et.al. The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
and patient satisfaction in the Male Care were 18 people (31.6%) were dissatisfied
Room of Mulia Jaya Hospital, Puncak Jaya and respondents who were satisfied were 39
Regency. Prevalence ratio test results (Rp. people (66.4%). The results of the chi
1,293; CI95% (0,808 - 2,070) are square test obtained p-value 0.172> α = 0.05
interpreted as not meaningful because the which stated that there was no significant
lower values do not reach 1 effect between length of stay on patient
satisfaction in the Male Care Room of
b. Effect of Education with Patient Mulia Jaya Hospital, Puncak Jaya Regency.
Satisfaction The prevalence ratio test results (RP: 1,462;
Table 2. The Influence of Education with patient satisfaction
in the Male Care Room of Mulia Hospital in Puncak Jaya CI95% (0,903 - 2,366) are interpreted as
Regency in 2018 meaningless because the lower values do
No Education Patient satisfaction
Not satisfaction Satisfy Number not include 1.
n % n % n %
1 High 12 40 18 60 30 100
(> SMA) d. Effect of Facilities with Patient
2 Basic 30 38 49 62 79 100 Satisfaction
(< SMA) Table 4. The influence of facilities with patient satisfaction in
Number 42 38,5 67 61,5 109 100 the Male Care Room of Mulia Hospital in Puncak Jaya
p-value = 1,000; RP: 1,053; CI95% (0,626 – 1,774) Regency in 2018
No Facilities Patient satisfaction
Table 2 shows that of the 30 people who Not satisfaction Satisfy Number
n % n % n %
were further educated ( α = 0.05 which satisfied. Of the 57 respondents who stated
stated that there was no significant effect that there were 16 good facilities (28.1%)
between education on patient satisfaction in were dissatisfied and 41% of respondents
the Male Care Room of Mulia Jaya were satisfied (71.9%). The results of the
Hospital, Puncak Jaya Regency. The chi-square test obtained p-value 0.031 3 days 24 46,2 28 53,8 52 100
2 < 3 days 18 31,6 39 66,4 57 100 e. Influence of Infrastructure with Patient
Number 42 38,5 67 61,5 109 100 Satisfaction
p-value = 0,172; RP: 1,462; CI95% (0,903 – 2,366) Table 5. Influence of Infrastructure with patient satisfaction in
the Male Care Room of Mulia Hospital in Puncak Jaya
Table 3 shows that from 52 people who Regency in 2018
No Infrastructure Patient satisfaction
were treated for> 3 days, 24 people (46.2%) Not satisfaction Satisfy Number
were dissatisfied and respondents who were n % n % n %
1 Less 31 77,5 9 22,5 40 100
satisfied were 28 people (53.8%). Of the 57 2 Good 11 15,9 58 84,1 69 100
respondents whose length of stayJanri Silalahi et.al. The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
Table 5 shows that of the 40 people 4. DISCUSSION
who stated that the infrastructure was less 4.1 Effect of Age with Patient Satisfaction
than 31 people (77.5%) were not satisfied The results of the study showed that
and respondents who were satisfied were 9 the majority of patients in the Male Care
people (22.5%). Of the 57 respondents who Room of Mulia Hospital in Puncak Jaya
stated that there were 16 good facilities Regency were mostly middle-aged (> 35)
(28.1%) were dissatisfied and 41% of years old (58.7%. This was due to the fact
respondents were satisfied (71.9%). The chi that most respondents were patients who
square test results obtained p-value 0,000 35 years old. This research is in
significant effect between infrastructure on line with research conducted by Nurhidaya
patient satisfaction in the Male Care Room (2014) in Labuang Baji General Hospital
of Mulia Jaya Hospital, Puncak Jaya Makassar that the majority of respondents
Regency. Prevalence ratio test results (Rp. were in middle-aged (> 35 years). In middle
4,861; CI95% (2,758 - 8,570) interpreted adulthood is a productive age, so patient
that the infrastructure that is less likely to be demands are usually too high (Hatibie,
dissatisfied patients is 4,681 times compared 2015). A mature person will be more
to respondents who state good facilities. capable of making decisions, wiser, more
able to think rationally, more able to control
f. Effect of Behavior of Health Workers emotions with age. Age will affect someone
with Patient Satisfaction in decision making. The rational maturity
Table 6. Effects of Behavior of Health Workers on Patient level possessed by the respondent is the
Satisfaction in the Male Care Room at Mulia Hospital in
Puncak Jaya Regency in 2018 capital in considering and thinking about the
No Behavior of Patient satisfaction conditions currently being faced. Rational
Health Not satisfaction Satisfy Number
Workers n % n % n % maturity helps respondents to assess
1 Less 17 70,8 7 29,2 24 100 satisfaction with the services used (Dessler,
2 Good 25 29,4 60 70,6 85 100
Number 42 38,5 67 61,5 109 100 2011).
p-value = 0,001; RP: 2,408; CI95% (1,586 – 3,657) Satisfaction responses of
respondents aged 35
was less than 17 people (70.8%) were not said they were dissatisfied as much as
satisfied and respondents who were satisfied 34.4% indicating that the same age group
were 7 people (29.2%). Of the 85 had the same chance of not being satisfied
respondents who stated the behavior of good and satisfied with service given at Mulia
health personnel as many as 25 people Hospital and from the results of statistical
(29.4%) were not satisfied and respondents tests it was stated that there was no effect of
who were satisfied were 60 people (70.6%). age on patient satisfaction at Mulia
The chi square test results obtained p-value Hospital. The results of previous studies
0.001Janri Silalahi et.al. The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
by what is known by the service that should knowledge they have. Conversely, if
be obtained from hospital services. someone has a low level of education, it will
The results showed that the majority hinder the development of the attitude of the
of respondents who were hospitalized in person towards the acceptance of
Mulia Hospital, Puncak Jaya Regency, were information and newly introduced values
36-45 years old, 24 people (33.8%) or in (Mubarak, 2011).
middle adulthood and only a few >60 years Patients with basic education who
old (3 years old). 4.2%). Patients who were were dissatisfied were caused by a lack of
more satisfied in patients aged 36-45 years understanding of the explanations given so
(62.5%) and the lowest satisfaction in that there could be a less precise
patients aged >60 years as much as 33.3%. interpretation of what was said or what was
4.2 Effect of Education with Patient seen which caused dissatisfaction with the
Satisfaction nurse's service. Higher educated patients
The results of the study showed that tend to have more awareness of health status
most of the patients who were inpatient in and the consequences of using health
the Manokawari General Hospital had a services.
basic education (72.5%). Respondents with 4.3 Effect of Length of Care with Patient
basic education were 40% dissatisfied and Satisfaction
those with basic education stated that they Patients who were long inpatient at
were not as satisfied as 38%. This shows Mulia Hospital in Puncak Jaya Regency
that at the level of education the respondent were 47.7%> 3 days. Respondents who
has the same tendency towards satisfaction were long hospitalized in the Male Nursing
that he receives at Mulia Hospital. Room> 3 days were 46.2% dissatisfied,
The statistical test results mean that while those who were treated forJanri Silalahi et.al. The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
assurance, accessibility, responsiveness, unsatisfactory services, lack of water and
tangible and empathy, (Wijayanti, 2009) health facilities are still very limited and
There is no effect on the duration of other factors that affect patient satisfaction
treatment due to the first day the patient is with the services provided by the hospital.
treated to feel the same as patients who have Along with technological advances in the
been treated for a long time. This equation fields of medicine and health, the quality of
causes a satisfaction assessment that is not quality services must also be improved.
different because it is caused by other Customer satisfaction or patients are very
factors that influence such as facilities, important things that cannot be ignored by
infrastructure, as well as officer attitudes policy makers in the health sector. Water
and health behavior. shortages occur in the RSUD Starting due to
4.4 Effect of Facilities with Patient the absence of clean raw water institutions
Satisfaction or managers for the community, where
A health service must pay attention water sources are obtained from the river
to the facilities in providing good facilities and wells. If during the dry season, water
to patients. This is done to attract patients in resources are obtained less and less, so that
utilizing health services. Hospital service it affects the water needs of the hospital.
users, in this case patients, demand quality Only in certain parts are prioritized like the
services not only concerning healing from operating room.
physical illnesses or improving their health 4.5 Influence of Infrastructure with
status, but also regarding satisfaction with Patient Satisfaction
attitudes, the availability of adequate The Mulia Regional General
facilities and infrastructure and a physical Hospital continues to develop and equip
environment that can provide comfort. The health infrastructure in accordance with the
respondent's statement challenged 52.3% of vision of RSUD Mulia to become the
the facilities available in the Men's Nursing hospital of choice for the surrounding
Room at RSUD Mulia Hospital, and 47.7% community in seeking and obtaining health
said they were lacking. The Respondent, services. As time goes by, the RSUD Milia
which stated that the facilities were not the faces strategic issues, namely not optimal
best, responded to the condition of running health services; there are still patient
water, the cleanliness of the inpatient room complaints about existing services, lack of
and the condition of the equipment in the health service infrastructure. Health service
treatment. Whereas the general information, infrastructure can be defined as a process of
cleanliness and bedding of all respondents collaborating effectively and efficiently with
stated well. The results of statistical tests all health infrastructures to provide
stated that the facilities had an effect on professional services in the field of facilities
patient satisfaction in the Men's Care Room and infrastructure in the process of effective
at Mulia Hospital. The results of the and efficient health services also.
prevalence ratio test interpreted that the lack Completeness of good infrastructure is very
of facilities in the inpatient services tended important in creating customer satisfaction
to be dissatisfied patients at 1,781 times (Febriani, 2012).
compared to respondents who stated good According to the technical
facilities. This study also agrees with guidelines for facilities and infrastructure in
previous researchers by Ahmad (2013) who general inpatient building, including design
conducted research in the Inpatient Room of guidelines, inpatient room requirements,
the Regional General Hospital (RSUD) technical requirements for inpatient building
Daya Makassar that adequate facilities facilities, location, floor plan (minimum
increased patient satisfaction. amount of space), building infrastructure
The problem of facilities in patient technical requirements, building safety
complaints often occurs because of
International Journal of Science and Healthcare Research (www.ijshr.com) 16
Vol.4; Issue: 2; April-June 2019Janri Silalahi et.al. The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
requirements (Ministry of Health, Republic the behavior of health workers was less as
of Indonesia, 2012). much as 70.8% were dissatisfied and
Respondents about the condition of respondents who stated the behavior of
the infrastructure mostly stated good as health personnel were good as many as
many as 69 people (63.3%). The good 29.4% were dissatisfied. The results of
condition of the prescient stated by the statistical tests stated that there was a
respondent is the fulfillment of nutritional significant influence between the behavior
needs for patients, drug service in the of health workers with patient satisfaction
pharmacy and administrative procedure and from the results of the prevalence ratio
services for patients. While patients who are test interpreted that the behavior of health
not good are the condition of the equipment workers who were less likely to be
used by the staff in the service. dissatisfied respondents was 2.408 times
The condition of the equipment at compared to respondents who stated good
Mulia Hospital is in accordance with facilities.
hospital services in the type D category Respondents about the behavior of
which is certainly not as complete as the good health personnel are doctors / health
higher-level sickness. In addition, from workers responsive to patient complaints,
some observations that beebraap is part of skilled in serving patients, speed of action of
the condition of damaged equipment, or doctors / officers appropriate in handling
limited other equipment that has an impact patients who need help, and providing free
on health services optimally. time to communicate with patients and
RSUD Mulia needs to routinely provide explanations of medication and
observe its services in order to maintain the recommend re-check (re-control) if the
strengths that exist and always improve the complaint continues by providing a
quality of service in variables that are still guarantee of recovery from service. Besides
lacking in assessment or according to the the responses of respondents stated that
patient's assessment not as expected by the doctors / health personnel are patient in
patient, this can be done by paying more handling complaints. Respondents about the
attention to the needs and patient's desire, behavior of health workers is lacking is the
improvement of facilities and infrastructure, speed of action of doctors / officers in
guarantee of security, comfort, and trust and accordance in dealing with patients who
the promised service quickly, accurately and need help and doctors / officers friendly and
surely so that it will increase patient polite in providing health services. Based on
satisfaction. observations of patient dissatisfaction that is
4.6 Effects of Behavior of Health often found in relation to the attitudes and
Workers with Patient Satisfaction behavior of hospital staff due to
The quality of good service is not communication problems, especially
only measured by the luxury of facilities, patients from the local area and the low
the completeness of technology and education of patients, making it difficult for
physical appearance, but the attitude and officers to explain the health problems faced
behavior of employees must reflect by patients. This has an impact on
professionalism and have high commitment. respondents' responses to their lack of
In practice, patient satisfaction surveys are understanding and is impressed that doctors
conducted to improve the hospital or other health workers are not friendly.
environment, patient facilities and facilities
in the context of consumerism. 5. CONCLUSIONS
Effectiveness is measured based on patient Based on the results of the study, it can be
feedback to improve health service concluded as follows
providers' skills and practices that are still 1. There is no significant influence between
controversial. Respondents who stated that age and patient satisfaction in the Male Care
International Journal of Science and Healthcare Research (www.ijshr.com) 17
Vol.4; Issue: 2; April-June 2019Janri Silalahi et.al. The Factors Influencing Patient Satisfaction in Interna Room Men Puncak Jaya Hospital
Room of Mulia Jaya Hospital in Puncak Daerah (RSUD) Daya Makassar. STIKES
Jaya Regency (p-value 0.388; (Rp: 1,293; Nani Hasanuddin Makassar.
CI95% (0.808 - 2,070). Alwy SNA (2018). Analisis Kepuasan Pasien
Rawat Inap di Rumah Sakit Pemerintah
2. There is no significant effect between
(RSUD Haji Makassar).
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Care Room of Mulia Jaya Hospital in 2019.
Puncak Jaya Regency (p-value 1,000; Rp: Andriani A (2017). Pengaruh Mutu
11,053; CI95% (0,626 - 1,774). Pelayanan Kesehatan Dengan Kepuasan
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Azwar, A. (2010). Pengantar Administrasi
Puncak Jaya Regency (p-value 0.172; Rp.
Kesehatan. Pustaka Sinar Harapan Jakarta.
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1.781; CI95% (1,084 - 2,927). Pasien Rawat Jalan terhadap Pelayanan di
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Puncak Jaya Regency (p-value 0,000; Rp. Bustami (2012). Penjamin Mutu Pelayanan
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