Analysis of Service Quality on Inpatient Patient Satisfaction Based on Permenpan Rb Number 14 of 2017 at Deli Serdang Regional Hospital in 2019

Oct 13, 2025 by talynt.org 28 views

Analysis of Service Quality on Inpatient Patient Satisfaction Based on Permenpan Rb Number 14 of 2017 at Deli Serdang Regional Hospital in 2019

Introduction

Healthcare Services and Patient Satisfaction

Hospitals are health care providers that offer a wide range of services, including medical services, medical support services, rehabilitation, and care. In 2017, the Ministry of Administrative Reform and Bureaucracy Reform (Permenpan RB) issued number 14 as a guideline for conducting a survey of community satisfaction. This guideline aims to ensure that the health service system runs well, efficiently, and effectively. At Deli Serdang Regional Hospital, it was found that inpatients often did not feel the compatibility between the services provided with the hopes and comfort they should have received in the treatment room.

The Importance of Patient Satisfaction

Patient satisfaction is a crucial aspect of healthcare services. It is essential to ensure that patients receive high-quality care that meets their expectations and needs. In this study, the main focus is to determine the value of inpatient patient satisfaction index, the level of patient satisfaction, and the suitability of the performance of service and patient expectations. The methodology used is a descriptive survey, with an assessment of 25 sub-indicators in the 9 service elements classified in the Cartesian diagram. The sample taken was 100 patients.

Methodology

Research Design and Methodology

This study employed a descriptive survey research design to assess the service quality of Deli Serdang Regional Hospital. The research design was chosen to provide a comprehensive understanding of the service quality and patient satisfaction at the hospital. The methodology used was a descriptive survey, with an assessment of 25 sub-indicators in the 9 service elements classified in the Cartesian diagram. The sample taken was 100 patients who were admitted to the hospital in 2019.

Data Collection and Analysis

The data was collected through a survey questionnaire that was administered to the patients. The questionnaire consisted of 25 sub-indicators that were classified into 9 service elements. The data was analyzed using descriptive statistics, including means, standard deviations, and frequencies. The results of the analysis were presented in the form of tables and figures.

Results

Inpatient Patient Satisfaction Index Value

The results of the analysis showed that the inpatient patient satisfaction index value was 3,1865 with an IKM value of 79.66. This value is in the conversion interval of 76.61-88.30 which shows that service quality is in category B, and service performance is declared good. However, there are three sub-indicators that are considered unsatisfactory, namely the suitability between services received with applicable provisions, comfort in the treatment room, and the availability of service facilities.

Level of Patient Satisfaction

The results of the analysis showed that the level of patient satisfaction was moderate. The patients were generally satisfied with the services received, but there were some aspects that needed to be improved. The results of the analysis showed that the patients were satisfied with the quality of care, the cleanliness of the hospital, and the availability of medical staff. However, the patients were not satisfied with the comfort in the treatment room and the availability of service facilities.

Discussion

Implications of the Results

The results of the study have several implications for the management of Deli Serdang Regional Hospital. The results showed that the service quality was in category B, and service performance was declared good. However, there were three sub-indicators that were considered unsatisfactory. The management of the hospital should pay more attention to these aspects to improve the quality of services.

Recommendations

One of the proposed recommendations is that the management of Deli Serdang Regional Hospital pays more attention to aspects in the quadrant A and C in the Cartesian diagram. This can be a strategic guide to improve the quality of services that are more satisfying for patients. It is also recommended that the hospital should continue to evaluate and improve its services to meet the expectations and needs of patients.

Conclusion

Conclusion and Recommendations

In conclusion, this study aimed to determine the value of inpatient patient satisfaction index, the level of patient satisfaction, and the suitability of the performance of service and patient expectations at Deli Serdang Regional Hospital. The results of the analysis showed that the service quality was in category B, and service performance was declared good. However, there were three sub-indicators that were considered unsatisfactory. The management of the hospital should pay more attention to these aspects to improve the quality of services. It is also recommended that the hospital should continue to evaluate and improve its services to meet the expectations and needs of patients.

References

Permenpan RB Number 14 of 2017
Deli Serdang Regional Hospital Annual Report 2019
World Health Organization. (2019). Patient Safety and Quality of Care.

Limitations of the Study

Limitations of the Study

This study had several limitations. The sample size was relatively small, and the study was conducted at a single hospital. The study also relied on self-reported data from patients, which may be subject to biases. Future studies should aim to recruit a larger sample size and use more objective measures of patient satisfaction.

Future Research Directions

Future Research Directions

Future research should aim to investigate the factors that influence patient satisfaction and the quality of services at hospitals. The study should also aim to identify the strategies that hospitals can use to improve patient satisfaction and the quality of services. Additionally, future research should aim to investigate the impact of patient satisfaction on health outcomes and the quality of care.
Q&A: Analysis of Service Quality on Inpatient Patient Satisfaction Based on Permenpan Rb Number 14 of 2017 at Deli Serdang Regional Hospital in 2019

Frequently Asked Questions

Q: What is the purpose of Permenpan RB Number 14 of 2017?

A: Permenpan RB Number 14 of 2017 is a guideline issued by the Ministry of Administrative Reform and Bureaucracy Reform (Permenpan RB) to conduct a survey of community satisfaction. The guideline aims to ensure that the health service system runs well, efficiently, and effectively.

Q: What is the main focus of this study?

A: The main focus of this study is to determine the value of inpatient patient satisfaction index, the level of patient satisfaction, and the suitability of the performance of service and patient expectations at Deli Serdang Regional Hospital.

Q: What methodology was used in this study?

A: The methodology used in this study was a descriptive survey research design, with an assessment of 25 sub-indicators in the 9 service elements classified in the Cartesian diagram. The sample taken was 100 patients who were admitted to the hospital in 2019.

Q: What were the results of the analysis?

A: The results of the analysis showed that the inpatient patient satisfaction index value was 3,1865 with an IKM value of 79.66. This value is in the conversion interval of 76.61-88.30 which shows that service quality is in category B, and service performance is declared good. However, there are three sub-indicators that are considered unsatisfactory, namely the suitability between services received with applicable provisions, comfort in the treatment room, and the availability of service facilities.

Q: What are the implications of the results?

A: The results of the study have several implications for the management of Deli Serdang Regional Hospital. The results showed that the service quality was in category B, and service performance was declared good. However, there were three sub-indicators that were considered unsatisfactory. The management of the hospital should pay more attention to these aspects to improve the quality of services.

Q: What are the recommendations of the study?

A: One of the proposed recommendations is that the management of Deli Serdang Regional Hospital pays more attention to aspects in the quadrant A and C in the Cartesian diagram. This can be a strategic guide to improve the quality of services that are more satisfying for patients. It is also recommended that the hospital should continue to evaluate and improve its services to meet the expectations and needs of patients.

Q: What are the limitations of the study?

A: This study had several limitations. The sample size was relatively small, and the study was conducted at a single hospital. The study also relied on self-reported data from patients, which may be subject to biases. Future studies should aim to recruit a larger sample size and use more objective measures of patient satisfaction.

Q: What are the future research directions?

A: Future research should aim to investigate the factors that influence patient satisfaction and the quality of services at hospitals. The study should also aim to identify the strategies that hospitals can use to improve patient satisfaction and the quality of services. Additionally, future research should aim to investigate the impact of patient satisfaction on health outcomes and the quality of care.

Additional Resources

Permenpan RB Number 14 of 2017
Deli Serdang Regional Hospital Annual Report 2019
World Health Organization. (2019). Patient Safety and Quality of Care.

Conclusion

Conclusion

This Q&A article provides an overview of the analysis of service quality on inpatient patient satisfaction based on Permenpan Rb Number 14 of 2017 at Deli Serdang Regional Hospital in 2019. The study aimed to determine the value of inpatient patient satisfaction index, the level of patient satisfaction, and the suitability of the performance of service and patient expectations. The results of the analysis showed that the service quality was in category B, and service performance was declared good. However, there were three sub-indicators that were considered unsatisfactory. The management of the hospital should pay more attention to these aspects to improve the quality of services.