PATIENTS SATISFACTION INDEX SUMMARY MARCH 2019

Total Respondents : 90 persons (less respondents compared to February

2019 (102 respondents in February 2019)

BIMC Siloam Nusa Dua achieved the surveyed percentage for ED and
OPD, yet we did not achieve surveyed percentagae for IPD service in
February 2019 (9.7% of benchmark 2%, 2% of benchmark 2%, 63.1% of
benchmark 75%), with avarage PSI percentage is 93.89. Some forms were
submitted empty because our patients or relatives refused to fill them in.
Some forms were submitted on with names, while the questions were
left blank. No samples were submitted (valid) from ODC and MCU)

Out of 10 complaints (less complaints compared to February 2019) from

patient feedback, the highlights are
1. Food: options
2. Slow response and billing related

We have used the updated promotor indicators to make it easier for us to

identify the promotors based on our departments (OPD, ED, MCU, IPD).
ED samples and counts are not combined with OPD anymore as
requested by HO

The majority of our customers obtained information about BIMC Siloam

Nusa Dua from other sources of information, digital platform, and from
friends or family. Added detail information about the other sources of
information can be found in "Information Source" tab. The majority of
"other" source of information was not checked, resulting in empty line of
information.
Out of 4 areas of service, the promoter type is dominant.
Special appreciation from patients/relatives for these staff:

1. dr. Dian, Sp.A.

2. dr. Budi, Sp.An.
3. dr. Winarta (2)
4. dr. Sri, Srikandiyawati, Sp.KFR
5. dr. Friska
6. dr. Katie (2)
7. dr. Linda
8. dr. Winston
9. Ns. Novila
11. dr. Emelyana, Sp.A. (3)
12. dr. Suka, Sp.BP.
13. Ns. Laksmi
14. dr. Ari, Sp.PD.
15. dr. Wahyu, Sp.B.
16. dr. Krisna, Sp.JP.
17. Ns. Fenny
18. Ns. Rara
19. Ns. Sudi
20. Ns. Pety
21. dr. Raky
22. Ns. Denny (2)
23. dr. Egy (3)
24. dr. Levina
25. Ns. Benny (3)
26. dr. Wulan (4)
27. Ns. Artha (6)
28. Ns. Sukma
29. Ns. Dj (2)
30. Ns. Ariati (2)
31. Ns. Edy (3)
32. Ns. Inten
33. drg. Regina (2)
34. dr. Mitha, S.PD-KGH

Well done everybody.

 NA Poor Fair Good
No Question
Count % Count % Count % Count %
1 How was your overall experience ? 1 5.56 0 0 0 0 8 44.44
How would you rate the service quality of 0 0 0 0 0 0 5 26.32
2 our staff?
What is your impression of the room & 0 0 0 0 0 0 2 10.53
3 toilet facilities?
How was your overall experience with your 0 0 0 0 0 0 4 21.05
4 doctor?
How was your overall experience with your 0 0 0 0 0 0 1 5.26
5 nurse?
6 How was the waiting time 0 0 0 0 1 5.26 8 42.11
Total
 Excellent
Total Responden Good + Excellent (%)
Count %
10 55.56 19 100.00

14 73.68 19 100.00

17 89.47 19 100.00

15 78.95 19 100.00

18 94.74 19 100.00

10 52.63 19 94.74
99.12
 NA Poor Fair Good Excellent
No Question
Count % Count % Count % Count % Count
N N
0 NAN 0 A 0 A 0 NAN 0
1 How was your overall experience ? N N

N N
How would you rate the service quality of 0 NAN 0 A 0 A 0 NAN 0
2 our staff? N N

N N
What is your impression of the room & 0 NAN 0 A 0 A 0 NAN 0
3 toilet facilities? N N

N N
How was your overall experience with your 0 NAN 0 A 0 A 0 NAN 0
4 doctor? N N

N N
How was your overall experience with your 0 NAN 0 A 0 A 0 NAN 0
5 nurse? N N

N N
0 NAN 0 A 0 A 0 NAN 0
6 How was the waiting time N N
Total
Excellent
Total Responden Good + Excellent (%)
%

NAN 0 nan

NAN 0 nan

NAN 0 nan

NAN 0 nan

NAN 0 nan

NAN 0 nan

NAN
 NA Poor Fair Good
No Question
Count % Count % Count % Count %
1 How was your overall experience ? 0 0 1 5.56 2 11.11 1 5.56
How would you rate the service quality of 0 0 0 0 3 16.67 1 5.56
2 our staff?
What is your impression of the room & 0 0 0 0 0 0 3 16.67
3 toilet facilities?
How was your overall experience with your 0 0 2 11.11 0 0 2 11.11
4 doctor?
How was your overall experience with your 1 5.88 1 5.88 1 5.88 1 5.88
5 nurse?
6 How was the waiting time 0 0 1 5.56 2 11.11 1 5.56
Total
 Excellent
Total Responden Good + Excellent (%)
Count %
14 77.78 18 83.33

14 77.78 18 83.33

15 83.33 18 100.00

14 77.78 18 88.89

14 82.35 18 88.24

14 77.78 18 83.33
87.85
 NA Poor Fair Good Excellent
No Question Total Responden Good + Excellent (%)
Count % Count % Count % Count % Count %

2 3.92 0 0 1 1.96 13 25.49 37 72.55 53 98.04

1 How was your overall experience at Siloam?
How would you rate the service quality of 3 6.00 0 0 1 2.00 10 20.00 39 78.00 53 98.00
2 our staff?
What is your impression of the room & 2 3.92 0 0 2 3.92 14 27.45 35 68.63 53 96.08
3 toilet facilities?
How was your overall experience with your 2 3.92 0 0 1 1.96 7 13.73 43 84.31 53 98.04
4 doctor?
How was your overall experience with your 3 6.00 0 0 1 2.00 6 12.00 43 86.00 53 98.00
5 nurse?
10.4
5 1 2.08 3 6.25 14 29.17 30 62.50 53 91.67
6 How was the waiting time at the Admission 2

How was the waiting time at the Discharge / 20.4

9 1 2.27 3 6.82 11 25.00 29 65.91 53 90.91
7 Cashier 5

How would you rate the quality and 15.2

7 2 4.35 4 8.70 17 36.96 23 50.00 53 86.96
8 presentation of our food? 2
Total 94.71
 NA Poor Fair Good Excellent
No Question Total Responden Good + Excellent (%)
Count % Count % Count % Count % Count %
N
0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
1 How was your overall experience at Siloam? N

N
How would you rate the service quality of 0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
2 our staff? N

N
What is your impression of the room & 0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
3 toilet facilities? N

N
How was your overall experience with your 0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
4 doctor? N

N
How was your overall experience with your 0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
5 nurse? N

N
0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
6 How was the waiting time at the Admission N

N
How was the waiting time at the Discharge / 0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
7 Cashier N

N
How would you rate the quality and 0 NAN 0 A 0 NAN 0 NAN 0 NAN 0 nan
8 presentation of our food? N
Total NAN
Total Percentage
93.89

Unit Throughput Surveyed % Target

IPD 84 53 63.1 75%
OPD 957 19 2.0 2%
ED 185 18 9.7 2%
IPD

No. Tgl Discharge Patient Name Mobile MR Ruang

1 3/23/2019 Linda Wijaya Ward A

2 3/20/2019 Gentz McClellan Ward A

3 3/24/2019 Laroche Ward A

4 3/24/2019 Andrew Makin Ward B

5 3/1/2019 Andrea Cermakova 420728942746 Ward A

6 3/1/2019 Norah Lawrence 415649193 Ward A

7 3/15/2019 Nurjannah 82291311840 Ward A

8 3/18/2019 Jay Hall 61357552244 Ward A

9 3/4/2019 Dominique Serena Ward A

10 3/25/2019 Ashleigh Escott 400665434 Ward B

11 3/19/2019 Koji Shibata 9035605561 Ward A

12 3/18/2019 Thomas Murray 61408980724 Ward B

13 3/15/2019 Tracey Farrugia 452413226 Ward B

14 3/18/2019 Gabriela Charratora Ward B

OPD

No. Tgl Feedback Patient Name Mobile MR Area

1 3/29/2019 Yeng Jangziang Emergency

2 3/29/2019 Philip Richardson 81778521260 Emergency

3 3/28/2019 Lee Hui Wan 232598 Outpatient

4 3/28/2019 Caroline Jane Culot 232093 Outpatient

5 3/28/2019 Christine Gardner 61 0422 904 936 Outpatient

6 3/28/2019 Christopher Barry Oreilly 233299 Outpatient

7 3/28/2019 Cristiane Jensen +1 (808) 352 4876 Emergency

8 3/27/2019 Theo Gioskos 61403536944 Outpatient

 9 3/27/2019 Marc Yanofsky 232930 Outpatient

10 3/27/2019 Giada del Drago Emergency

### 3/28/2019 Emmanuel 5522992066869 Emergency

 Category Type Urgensi Comments

Tidak ada, semuanya

Pendaftaran Rawat memuaskan dan berkesan di
Compliment Low
Inap hati saya. Terima kasih buat
semuanya

Everyone so helpful, good

Pendaftaran Rawat Compliment Low attitude, nice smiles.
Inap excellent care!

Nurse (Novilla) and doctor

Pendaftaran Rawat (dr. Permatasari) were very
Compliment Low
Inap competence and helpful for
my baby. Thank you

Thank you for everything

Pendaftaran Rawat Compliment Low Looking after my husband
Inap with such care

Everything was better than

Pendaftaran Rawat in my country, staff was very
Compliment Low
Inap friendly and helpful. Thank
you!

Pendaftaran Rawat Compliment Low Wonderful Staff & Facilities

Inap
Pendaftaran Rawat Compliment Low Semua OK
Inap

We are extremely happy

Pendaftaran Rawat with the professional care of
Compliment Low
Inap Jay. BIMC is an outstanding
hospital.

Pendaftaran Rawat Really good services that

Inap Compliment Low makes us feel secure!
Pendaftaran Rawat The staff were absolutely
Compliment Low
Inap wonderful! Thank you!
Pendaftaran Rawat Compliment Low Terima kasih
Inap

Tom was very well looked

Pendaftaran Rawat after. Staff were very
Compliment Low
Inap proffesional and facilities
excellent!

Thank you for all your help +

Pendaftaran Rawat care looking after Ella-Rose
Compliment Low
Inap you have all been very
helpful.
 Thank you-perfection-always
Pendaftaran Rawat Compliment Low coming back here because
Inap you are the best.

Category Type Urgensi Comments

Dokter Compliment Low Friendly doctor (dr. Raky)
Pendaftaran Rawat Compliment Low So far so good!!
Jalan
Pendaftaran Rawat Compliment Low All was well
Jalan

Pendaftaran Rawat Excellent unit. Lovey staff.

Jalan Compliment Low Very clean and efficient

I am extremely pleased with

Pendaftaran Rawat Compliment Low the professional service +
Jalan knowledge bestowed on me

Pendaftaran Rawat Compliment Low Perfect

Jalan

I was in so much pain. They

took a such good care of me
Pendaftaran Rawat Pain was gone in 5 minutes
Compliment Low
Jalan Doctors explanation was
better than in United States.
Tri Tri Makasi

Exceptional advice and

experience. Best dental
Dokter Compliment Low experience Better than
Australia
 I was fortunate to see dr.
Egy. He is a physician of rare
and exceptional diagnostic
skill, depth and breadth of
knowledge, and most
importantly, kindness and
compassion. He is one of the
Dokter Compliment Low finest doctors I have ever
met. His advice is clear,
practical and exceptionally
well explained. He was so
generous with his time and
knowledge. I am very
grateful to have learned
from and be helped by him.

Dokter Compliment Low Such a nice doctor!

Pendaftaran Rawat Complain Low 5 star hospital
Jalan
IPD
No. Tgl Discharge Patient Name Mobile MR Ruang

Marzena
1 3/9/2019 Ward A
Sieezka

2 3/29/2019 Ingela Ward A

Borggren

3 3/24/2019 Yan Qin Yi 81932435230 Ward A

3/10/2019 Leon James

4 46733333012 Ward B
Lofgren

5 3/16/2019 M. Ririassa 31620414325 Ward A

6 3/15/2019 Tamsin Ward B

Wallace

7 3/16/2019 V. Haalen 31612312456 Ward B

OPD
No. Tgl Feedback Patient Name Mobile MR Area

3/28/2019 Yannick Outpati

1 Schuhe ent

Emerge
2 3/27/2019 Unknown ncy

3/27/2019 Edgardo Outpati

3 231397
Franco Gavelli ent
 Category Type Urgensi Comments

Food; breakfast more options like

Food & Beverage Complain Low eggs with toast

Please learn more about healthy

food. Maybe there is a way to serve
Food & Beverage Complain Low organic food, less sugar, more fiber,
less gluten which would improve
patience health situation.

Pendaftaran Rawat Inap Complain Low Ditingkatkan lagi kecepatan kerja

Food was good, but variety of native

food could be better. We understand
that the menu is international, but
Food & Beverage Complain Low the native food is good, mie or nasi
goreng would be preferred. The
pediatric care and staff on floor 2 was
amazing all around!!

If the billing process will be as

Kasir Rawat Inap Complain Low expected than you have an excellent
hospital

Kasir Rawat Inap Complain Low Couldn't pay online

Housekeeping Complain Low Room and bathroom not always clean

Category Type Urgensi Comments

Please make sure you let go client

Asuransi/Perusahaan Complain Low from his comfortable room after you
solve all the paper work with AXA
insurance
Pendaftaran Rawat Jalan Complain Low
very very slow response

Pendaftaran Rawat Jalan Complain Low Only reception need more

communication. Thanks
Survey Trend
2019

Month %
Survey Trend
January 96.44 January - December 2019
February 97.76
100
March 93.89
April
May 95
June
July 90
August
September
85
October
November
December 80

75
ry r y ch il ay ne ly us
t r r r
a ua ar Ap
r
M Ju Ju g be be be
nu r Au m to m m
Ja Fe
b M
epte Oc ove ece
S N D
2019

r r r r
be obe be be
m t m m
pte Oc ve ce
No De
OPD
No Question JAN FEB MAR APR MEI JUN JUL AGS SEP OKT NOV DES
1 NA 18.75 17.86 36.84
2 Detractor 0 0 0
3 Passive 12.5 14.29 0
4 Promoter 68.75 67.86 63.16

MCU
No Question JAN FEB MAR APR MEI JUN JUL AGS SEP OKT NOV DES
1 NA 20 20 0
2 Detractor 0 0 0
3 Passive 0 40 0
4 Promoter 80 40 0

ED
No Question JAN FEB MAR APR MEI JUN JUL AGS SEP OKT NOV DES
1 NA 16.67 6.67 33.33
2 Detractor 0 0 5.56
3 Passive 0 0 11.11
4 Promoter 83.33 93.33 50

IPD
No Question JAN FEB MAR APR MEI JUN JUL AGS SEP OKT NOV DES
1 NA 8.93 3.7 7.55
2 Detractor 7.14 1.85 1.89
3 Passive 21.43 12.96 16.98
4 Promoter 62.5 81.48 73.58
OPD
No Question JAN FEB MAR APR MEI JUN JUL AGS SEP OKT
1 Others 28.21 23.81 34.78

2 Seminar 0 2.38 0
20.51 21.43 21.74
3 Friends / Family
4 GP Doctor 7.69 2.38 4.35
5 Corporate / Insurance 2.56 9.52 4.35
6 Printed Advertisements 0 0 0
7 Digital Platform 7.69 23.81 26.09
8 Admitted through Emergency 33.33 16.67 8.7

IPD
No Question JAN FEB MAR APR MEI JUN JUL AGS SEP OKT

Others 36.67 22.5 18.18

1
2 Seminar 0 0 0
3 Friends / Family 23.33 25 22.73
4 GP Doctor 0 0 13.64
5 Corporate / Insurance 10 20 9.09
6 Printed Advertisements 0 0 2.27
7 Digital Platform 23.33 0 13.64
8 Admitted through Emergency 6.67 32.5 20.45
NOV DES OTHER SOURCES OF INFORMATION ABOUT BIMC NUSA

OPD
Un-known Hotel Walked by
Tour Guide/Agent
December 20 2
January 12 4
February 12 2
March 16 2

NOV DES IPD

Un-known Hotel Walked by
Tour Guide/Agent
December 10 6 4 1
January 13 5
February 9 4 1
March 10 3
OUT BIMC NUSA DUA

Live Taxi Referral Returni

Nearby Driver ng Pt.
1

Live Taxi Referral Returni

Nearby Driver ng Pt.
1 1
3 1 1
1 1
1