Analysis of Patient Satisfaction Based on Permenpan RB Number 14 of 2017 at Tanjung Pura Regional Hospital in Langkat Regency in 2019

Oct 13, 2025 by talynt.org 101 views

Analysis of Patient Satisfaction Based on Permenpan RB Number 14 of 2017 at Tanjung Pura Regional Hospital in Langkat Regency in 2019

Introduction

Patient satisfaction in hospitals is a crucial indicator in assessing the quality of health services. It is essential to evaluate the satisfaction of patients to ensure that they receive the best possible care. One of the parameters that can be used to evaluate patient satisfaction is the absence of complaints from patients regarding the services they receive, including the availability of facilities and the application of applicable regulations. This study aims to analyze the inpatient satisfaction index at Tanjung Pura Regional Hospital, Langkat Regency, based on Permenpan RB Number 14 of 2017.

Background

Patient satisfaction is a complex and multifaceted concept that involves various aspects of healthcare services. It is influenced by various factors, including the quality of care, communication, and the overall experience of patients. In Indonesia, the Ministry of Health has implemented various policies to improve patient satisfaction, including Permenpan RB Number 14 of 2017. This policy aims to improve the quality of healthcare services and ensure that patients receive the best possible care.

Methodology

This study used a quantitative descriptive survey method to collect data from 100 inpatients at Tanjung Pura Regional Hospital. The data was collected using a questionnaire that assessed 27 sub-indicators in 9 elements of inpatient services. The data was then analyzed using a Cartesian diagram to identify the level of satisfaction of patients.

Results

The results of this study showed that the value of the inpatient satisfaction index in Tanjung Pura Regional Hospital was 2,933 with the value of SMI (Satisfaction Measurement Index) of 73.32. This value indicates that patient satisfaction is in the conversion interval of 62.51-81.25, which means the quality of service can be categorized as good. However, further analysis through the Kartesius diagram revealed the existence of two sub-indicators that have a bad value, namely the cleanliness of the toilet and the availability of health service facilities in the elements of facilities and infrastructure.

Discussion

The results of this study suggest that although in general, inpatients at Tanjung Pura Regional Hospital provide a positive assessment of the services they receive, there are certain aspects that still need improvement. This shows the importance of more attention to some service elements that are considered unsatisfactory by patients. The study also highlights the need for efforts to improve the quality of inpatient services with a focus on aspects in quadrants A, B, and C. Improving the quality of services in this area will help achieve the suitability of services felt by patients with available facilities, so that in the end it can increase comfort for patients and their families.

Conclusion

This study provides valuable insights for better policy making and strategies in the future. With a better understanding of patient satisfaction, it is hoped that the hospital can be more effective in making improvements and improvement of health services, so that the main objectives of health services to provide positive experience for patients can be achieved.

Suggestions

Based on the results of this study, the following suggestions can be given:

Efforts should be made to improve the quality of inpatient services with a focus on aspects in quadrants A, B, and C.
The hospital should pay more attention to some service elements that are considered unsatisfactory by patients.
The hospital should improve the cleanliness of the toilet and the availability of health service facilities in the elements of facilities and infrastructure.
The hospital should provide more training and education to healthcare staff on patient satisfaction and quality of care.

Limitations

This study has several limitations, including:

The study only collected data from 100 inpatients at Tanjung Pura Regional Hospital.
The study only assessed 27 sub-indicators in 9 elements of inpatient services.
The study did not collect data on the demographic characteristics of patients.

Future Research

Future research should focus on:

Collecting data from a larger sample size to increase the generalizability of the results.
Assessing more sub-indicators in 9 elements of inpatient services.
Collecting data on the demographic characteristics of patients.
Conducting a qualitative study to gain a deeper understanding of patient satisfaction and quality of care.

References

Permenpan RB Number 14 of 2017.
Ministry of Health. (2017). Permenpan RB Number 14 of 2017.
Tanjung Pura Regional Hospital. (2019). Annual Report.

Appendices

Questionnaire used to collect data from inpatients.
Cartesian diagram used to analyze the data.
Results of the Kartesius diagram.
Frequently Asked Questions (FAQs) About Patient Satisfaction at Tanjung Pura Regional Hospital

Q: What is patient satisfaction, and why is it important?

A: Patient satisfaction refers to the level of satisfaction that patients experience with the healthcare services they receive. It is an important indicator of the quality of healthcare services, as it reflects the patient's overall experience and perception of the care they received.

Q: What is Permenpan RB Number 14 of 2017, and how does it relate to patient satisfaction?

A: Permenpan RB Number 14 of 2017 is a policy implemented by the Ministry of Health in Indonesia to improve the quality of healthcare services. It aims to ensure that patients receive the best possible care and that healthcare services are delivered in a way that is respectful, responsive, and safe.

Q: What were the results of the study on patient satisfaction at Tanjung Pura Regional Hospital?

A: The study found that the value of the inpatient satisfaction index at Tanjung Pura Regional Hospital was 2,933 with the value of SMI (Satisfaction Measurement Index) of 73.32. This indicates that patient satisfaction is in the conversion interval of 62.51-81.25, which means the quality of service can be categorized as good.

Q: What were the areas of improvement identified in the study?

A: The study identified two areas of improvement: the cleanliness of the toilet and the availability of health service facilities in the elements of facilities and infrastructure.

Q: What are the implications of the study for healthcare providers?

A: The study highlights the importance of paying attention to patient satisfaction and quality of care. Healthcare providers should focus on improving the quality of services, particularly in areas that are considered unsatisfactory by patients.

Q: What are the limitations of the study?

A: The study has several limitations, including a small sample size and the lack of data on demographic characteristics of patients.

Q: What are the recommendations for future research?

A: Future research should focus on collecting data from a larger sample size, assessing more sub-indicators in 9 elements of inpatient services, and collecting data on demographic characteristics of patients.

Q: What are the implications of the study for policy makers?

A: The study highlights the importance of implementing policies that improve patient satisfaction and quality of care. Policy makers should focus on creating an environment that supports the delivery of high-quality healthcare services.

Q: What are the benefits of improving patient satisfaction?

A: Improving patient satisfaction can lead to better health outcomes, increased patient loyalty, and improved reputation of healthcare providers.

Q: How can healthcare providers improve patient satisfaction?

A: Healthcare providers can improve patient satisfaction by focusing on the following areas:

Providing high-quality care
Communicating effectively with patients
Respecting patients' rights and dignity
Providing a safe and clean environment
Offering choices and involving patients in decision-making

Q: What are the next steps for Tanjung Pura Regional Hospital?

A: The hospital should focus on implementing the recommendations of the study, including improving the cleanliness of the toilet and the availability of health service facilities. The hospital should also continue to monitor patient satisfaction and quality of care to ensure that patients receive the best possible care.