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Patient Satisfaction With The Quality of Covid-19 Inpatient Service Based On The
Patient Satisfaction With The Quality of Covid-19 Inpatient Service Based On The
ABSTRACT
Background: The spread of Corona Virus-19 (Covid-19) has a direct impact on health
facility services. Efforts to rapidly expand health service facilities, especially isolation
treatment rooms for the handling of covid 19 patients, will make some health services
not focus on quality and patient satisfaction in accordance with the Decree of the
Minister of Health of the Republic of Indonesia No. 340 / MENKES / PER / III / 2010.
Purpose: For this reason, it is necessary to carry out an evaluation that aims to ensure
that the government's efforts to quickly establish health facilities for the treatment of
Covid 19 patients do not diminish patient satisfaction in obtaining maximum health
facilities. Researchers want to find out whether the acceleration of health facilities for
handling Covid 19 still cares about patient satisfaction.
Methods: This research is a descriptive analysis using a quantitative approach. The
design of this study used a cross sectional study using a medoteService Quality
(ServQual). This study used 100 respondents with predefined inclusion and exclusion
criteria.
Conclusion: Research conducted at the Tk. II Moh. Ridwan Meureksa Hospital, from
the Servqual method obtained an average gap value of 0.27, which can be interpreted
using the servqual method, the service for Covid 19 patients was declared satisfactory.
OBJECTIVE
METHODS
This research is a descriptive analysis research using a quantitative approach. The
design of this study used a cross-sectional study where the information collected at one
time was to measure the variable tangibles, reliability, responsiveness, assurance, and
empathy using the methodology.Service Quality (ServQual). The ServQual
questionnaire contains 22 questions, including; 4 questions covering the tangible
dimension, 4 questions covering the responsiveness dimension, 5 questions covering the
reliability dimension, 5 questions covering the assurance dimension and 5 questions
covering empathy. The assessment in this question uses a Likert scale where it is used to
measure the attitudes, opinions and receptions of a person or group about the
phenomenon that occurs.
The number of respondents in this study were 100 people, who are currently undergoing
treatment at the Tk. II Moh. Ridwan Meuraksa Hospital. Kinclusion riteria; a). someone
who is undergoing treatment in the covid 19 isolation room; b). > 17 years old; c).
undergoing treatment> 3 days. Exclusion criteria; a). Can not read; b). Patients in
critical condition / support for breathing aids.
The data from the research results will be analyzed using the Servqual value calculation,
where the gap value will be obtained based on the difference between the reality value
and the expected value, and will be analyzed using a diagram of importance
performance analysis or a Cartesian diagram to find out where the gap occurs.
RESULTS
Based on the data on the characteristics of the respondents, it was found that the gender
of the respondents who were inpatient in the Covid 19 isolation room had the same ratio
between men and women, namely 50 people (50%), based on the average age of 26-35
years as many as 29 people ( 29%), whereas the average education status of SMP and
SMA is 35 people (35%), and the length of time for patients undergoing treatment in the
Covid 19 isolation room is an average of 10-15 days as many as 41 people (41%).
Based on the results of the calculation of the gap value based on the five dimensions in
Servqual in table 2, with a tanible gap value of 0.23, responsiveness 0.33, reliability of
0.41, assurance -0.09, and empathy 0.46. These results indicate that in five dimensions
the results of the Servqual questionnaire at Tk. II Moh. Ridwan Meuraksa Hospital has
no gaps in the four dimensions, except in the assurance dimension. The results of this
study indicate that the Tk. II Moh. Ridwan Meuraksa Hospital, providing satisfying
services to service users at the hospital.
In the results of the Servqual calculation which has a five-dimensional factor in
determining patient satisfaction, there is only a negative gap value in Assurance with a
DISCUSSION
CONCLUSION
Research results in Tk hospital. II Moh. Ridwan Hospital, with the servqual
questionnaire method, it was found that the average value of reality was greater than the
average value of expectations, so that the services provided for Covid 19 patients were
stated by the respondents to be satisfactory. In the Cartesian diagram results, it was
found that the covid 19 patient patients were quite satisfied in getting the services
available at the Tk. II Moh. Ridwan Hospital.
The use of the servqual method is a questionnaire tool that can provide an evaluation of
a service that has been provided by a service provider, in order to determine the level of
service user satisfaction.
CONFLICTS OF INTEREST
This research has no personal or commercial interests, this study only aims to provide
insight into the evaluation of maintaining the quality of services available in the hospital
using the servqual method.
REFERENCES
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TABLE CAPTIONS
Table 1. Respondents Characteristics Data
Characteristics Frequency Percentage Total
Gender
Women 50 50 50
Man 50 50 50
Age
17-25 years 5 5 5
26-35 years 29 29 29
36-45 years 15 15 15
46-55 years 17 17 17
FIGURE CAPTIONS