Accreditation Status and Other Factors Affecting Patient Satisfaction in Hospital

Siwi Anggraini Sulistyo, Didik Tamtomo, Endang Sutisna Sulaeman


Background: Hospital accreditation is a systemic assessment to measure service quality according to standards. Hospital services focus on meeting patient needs and satisfaction. This study aimed to determine the status of accreditation and other factors that influence the satisfaction of hos­pitalized patients in the hospital.

Subjects and Method: This was a cross sectional study conducted in four hospitals in Sleman, Yogyakarta, from March to April 2019. A sample 200 inpatients were selected for this study by proportional random sampling. The dependent variable was patient satisfaction. The independent variables were accreditation status, service quality, length of care, source of funds, employment, age, and gender. The data were collected by questionnaire and analyzed by path analysis.

Results: Patient satisfaction was directly and positively affected by age >18 years old (b = 2.34; 95% CI= 0.33 to 2.50; p= 0.023), gender (b = 1.02; 95% CI = 0.08 to 1.96; p = 0.034), length of care> 3 days (b= 0.99; 95% CI= 0.043 to 1.95; p= 0.041), independent funding sources (b= 1.50; 95% CI= 0.47 to 2.53; p= 0.004), good service quality (b = 3.42; 95% CI = 2.31 to 4.53; p <0.001), and good ac­cre­ditation status (b = 3.33; 95% CI = 2.12 to 4.54; p<0.001). Satisfaction is directly and ne­gatively influenced by work (b = -1.37; 95% CI = -2.32 to -0.41; p = 0.005). Patient satisfaction was in­fluenced indirectly and positively by accreditation status through good service quality (b = 0.70; 95% CI = -0.04 to 1.96; p = 0.037). Patient satisfaction was influenced indirectly by age> 18 years thro­ugh service quality (b = 1.50; 95% CI = 0.49 to 2.50; p = 0.036).

Conclusion: Patient satisfaction was influenced directly and positively by age> 18 years, male sex, length of care >3 days, independent fund sources, good service quality and good accreditation status. Patient satisfaction is influenced directly and negatively by work. Patient satisfaction was in­directly affected by age >18 years and good accreditation status.

Keywords: Patient satisfaction, accreditation status, path analysis

Correspondence: Siwi Anggraini Sulistyo, Masters Program in Public Health, Universitas Sebelas Maret. Jl. Ir. Sutami 36 A, Surakarta 57126, Jawa Tengah. Email: Mobile: 082­330049892

Journal of Health Policy and Management (2019), 4(3): 139-149

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