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Associations of Perception towards Doctors, Nurses, and Facilities with Perceived Quality and Patient Satisfaction on Inpatient Care at Nabire Hospital Papua

Agustina Utii, Bhisma Murti, Yulia Lanti Retno Dewi

Abstract

Background: The government's efforts to maintain and improve the highest health status with all resources in the health sector, including personnel, funds, facilities, phar­macy, medical devices, and technology, pro­vide quality health care. Community satis­faction as the service receiver is a comparison between the ser­vices received and the services expected. This study aimed to examine associations of perception towards doctors, nurses, and facilities with perceived quality and patient satisfaction on inpatient care at Nabire Hospital Papua.

Subjects and Method: A cross-sectional study was con­ducted at Nabire Hospital, Papua, Indonesia, from March to May 2020. A sample of 207 inpatients was selected by stra­ti­fied random sampling based on the ty­pe of inpatient class I, II, and III.

Results: Inpatient satisfaction was affected by age <50 years (b= -0.36; 95% CI= -1.63 to 0.91; p=0.579), type of non-BPJS insurance (b= 0.19; 95% CI= -0.80 to 1.19 p= 0.697), length of stay <7 days (b= -2.39; 95%CI= -3.86 to -0.92; p <0.001), patients’ perception towards adequate inpa­tient facilities (b=3.11; 95%CI=2.13 to 4.07; p <0.001), good quality of inpatient care (b= 2.74; 95% CI= 1.74 to 3.72; p <0.001). The good qua­lity of inpatient care was affected by male sex (b= 0.91; 95% CI= 0.10 to 1.72; p= 0.028), age <50 years (b= -0.24; 95% CI= -1.26 to 0.78; p= 0.644), type of BPJS insurance (b= 0.41; 95% CI= -1.22 to 0.39; p= 0.318), percep­tion towards adequate facilities (b= 1.85; 95% CI= 1.04 to 2.65; p<0.001), good perception to­wards nurses (b= 2.18; 95%CI= 1.04 to 3.33; p <0.001), and good perception towards doc­tors (b= 1.68; 95% CI= 0.89 to 2.47; p <0.001). The good perception towards doc­tors was affected by the education of patients ≥Senior High School (b= 1.16; 95% CI= 0.31 to 1.83; p= 0.005).

Conclusion: Inpatient satisfaction is affected by age <50 years, type of non-BPJS insurance, length of stay <7 days, perception towards ade­quate facilities, and good quality of inpatient care.

Keywords: Quality, satisfaction, inpatient, path analysis

Correspondence: Agustina Utii. Masters Program in Public Health, Universitas Sebelas Maret. Jl. Ir. Sutami 36A, Surakarta 57126, Central Java. Email: agustinautii1@gmail.com. Mobile: 0812­40­­051451.

Journal of Health Policy and Management (2020), 05(03): 215-223
https://doi.org/10.26911/thejhpm.2020.05.03.07

 

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