Volume 5, Issue 8, August – 2020 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

Influence of Medical Officer's Response to Patients

Satisfaction in Inpatient Installation General Hospital
Massenrempulu Enrekang District
Raodah Pratiwi1Indar2, AlwyArifin,4Darmawansyah,5 3
Stang
1, 3,4,5 3
Administrative and Policy Department Departement of Biostatistics/KKB, Faculty of Public
Faculty of Public Health Health, Hasanuddin University
6
Hasanuddin University Yahya Tamrin
6
Makassar, Indonesia Department of Health and Safety
Faculty of Public Health
Hasanuddin University
Makassar, Indonesia

Abstract:- The creation of quality services will certainly Currently, the hospital is in a global and competitive
create satisfaction against users of health care. This atmosphere, therefore medical services, paramedics and
research aims to determine the quality of service to medical support services are becoming an important
patient satisfaction in inpatient installations of General concern in global competition. The hospital is required to
Hospital Massenrempulu using variable know the quality of service they have provided and to how
responsiveness. Types of quantitative descriptive far it affects their customers ' satisfaction. It is important as
research with analytical survey methods. Research a reference in the improvement of service quality, so that
informant of 94 respondents in the General Hospital the service provided can provide satisfaction at an optimal
Massenrempulu. For Analysis Data using univariate level (Sari 2001).
analysis, and for bivariate using Regeresi logistic test.
The results of the research variable high responsiveness Service quality is the most important factor in
of 95.7% and the expressed low of 4.3%. From the healthcare service utilization. Human factors as the service
results of the analysis of the responsiveness with high provider to the public in the organization is considered very
categories of 96.7% in response to the satisfied, and as decisive in producing quality services. Doctors, nurses, and
many as 3.3% expressed a low satisfaction category. medical and nonmedical supporting personnel who are on
While as many as 4 respondents expressed a low- duty at the hospital should understand how to serve their
category responsiveness variable of 50.0% which customers well especially to patients and patients ' families,
expressed satisfaction in the high category and 50% as patients and patients ' families are the primary consumers
stating the category of low satisfaction. Based on the test in hospitals (Thoha 2002).
results statistic at the Get value P = 0.013 at α = 0.05.
Because the value p (0.013) ≤ 0.05 which means there is Based on data on the profile of General Hospital
a significant influence between the variable power Massenrempulu of hospitalization in 2017 patients in 6,779
response to patient satisfaction in the General Hospital years, 2018 as many as 7,381 patients and in 2019 as many
Massenrempulu. It is recommended that the General as 6,176 patients. From the description of the data, shows
Hospital to continue to improve knowledge, skills (skill), the number of visits is still fluctuative and has decreased
and attitude/behaviour (attitude) health officers in a visits in 2019 when compared to visits in the year 2018.
planned manner. Then, the hospitals are expected to Decreased patient visits in 2019 because of the lack of
develop soft competency, eg: leadership and optimal health services provided by health workers so that
communication skills, people prefer a more complete hospital and provide better
service. This can be seen by the discovery of the people of
Keywords:- component; patient satisfaction, BPJS, Enrekang Regency who became an inpatient in the Hospital
inpatient, Hospital, responsiveness in TanaToraja District, which was 2017 in 1,052 people.
An inpatient average of 86-88 people per month (RSUD
I. INTRODUCTION 2019).

Increasing public understanding of healthcare services From the initial observation of the researchers at the
increased their attention to the health care service industry. General Hospital Massenrempulu was also found
Concurrently, the industry sees healthcare services as a dissatisfaction of patients with the services provided,
promising business opportunity. Hospital is one of the where, the lack of patient Most often expressed in relation
services business in the field of health, where the hospital is to the attitudes and behavior of the Hospital officers,
a means of health care providers and also as a health among others, the delay of the service of doctors and
services company for the community nurses, the nurse is less communicative and informative,
the length of hospitalization, speech, and hygiene in the
hospital.

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Volume 5, Issue 8, August – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
To see the patient satisfaction, the dimensions of so that people prefer a more complete hospital and provide
service quality can be used as a benchmark, which is based better service. This can be seen by the discovery of the
on previous research conducted in Adam Malik hospital people of Enrekang Regency who became an inpatient in
Medan. Patient satisfaction analysis is being taken from the HOSPITAL in TanaToraja District, which was 2017 in
quality service theory (SERVQUAL). Of the 10 variables 1,052 people. An inpatient average of 86-88 people per
affecting the quality of service obtained findings, the month (RSUD 2019).
variables of Reliability, Responsiveness, of, Security, and
Tangibles partially have a significant influence on patient From the initial observation of the researchers at the
satisfaction, while the variables Competence, Courtesy, General Hospitalof Massenrempulu was also found
Communication, Credibility, and Understanding/Knowing dissatisfaction of patients with the services provided,
the Customer partially have no significant effect on patient where, the lack of patient
satisfaction (Marpaung 2018)
Most often expressed in relation to the attitudes and
According to Parasuraman (1991), there are five behavior of the Hospital officers, among others, the delay
dimensions used by customers in evaluating services that of the service of doctors and nurses, the nurse is less
affect the quality of a service namely reliability (reliability), communicative and informative, the length of
assurance (assurance), physical evidence (tangibles), hospitalization, speech, and hygiene in the hospital.
empathy (empathy), responsiveness (responsiveness).
Based on previous data and research descriptions, To see the patient satisfaction, the dimensions of
researchers are interested in conducting research on the service quality can be used as a benchmark, which is based
same topic in inpatient installation patients at the on previous research conducted in Adam Malik hospital
Massenrempulu District public hospital Enrekang by Medan. Patient satisfaction analysis is being taken from
looking at the medical personnel responsiveness quality service theory (SERVQUAL). Of the 10 variables
(Responsiveness) variable. affecting the quality of service obtained findings, the
variables of Reliability, Responsiveness, of, Security, and
Increasing public understanding of healthcare services Tangibles partially have a significant influence on patient
increased their attention to the health care service industry. satisfaction, while the variables Competence, Courtesy,
Concurrently, the industry sees healthcare services as a Communication, Credibility, and Understanding/Knowing
promising business opportunity. Hospital is one of the the Customer partially have no significant effect on patient
services business in the field of health, where the hospital is satisfaction (Marpaung 2018)
a means of health care providers and also as a health
services company for the community. According to Parasuraman (1991), there are five
dimensions used by customers in evaluating services that
Currently, the hospital is in a global and competitive affect the quality of a service namely reliability (reliability),
atmosphere, therefore medical services, paramedics and assurance (assurance), physical evidence (tangibles),
medical support services are becoming an important empathy (empathy), responsiveness (responsiveness).
concern in global competition. The hospital is required to Based on previous data and research descriptions,
know the quality of service they have provided and to how researchers are interested in conducting research on the
far it affects their customers ' satisfaction. It is important as same topic in inpatient installation patients at the
a reference in the improvement of service quality, so that Massenrempulu District public hospital Enrekang by
the service provided can provide satisfaction at an optimal looking at the medical personnel responsiveness
level (Sari 2001). (Responsiveness) variable.

Service quality is the most important factor in II. MATERIALS AND METHODS
healthcare service utilization. Human factors as the service
provider to the public in the organization is considered very A. Location and Research Design
decisive in producing quality services. Doctors, nurses, and This research was conducted on inpatient installations
medical and nonmedical supporting personnel who are on of General Hospital Massanrempulu District Enrekang .
duty at the hospital should understand how to serve their This type of research is quantitative research into the form
customers well especially to patients and patients ' families, of analytical survey with cross sectional study approach.
as patients and patients ' families are the primary consumers
in hospitals (Thoha 2002). B. Population and Sample
The population in this study was the entire patient
Based on data on the profile of Massenrempulu who was instalation of hospitalization in the General
General Hospital of hospitalization in 2017 patients in Hospital Massanrempulu Enrekang district. The number of
6,779 years, 2018 as many as 7,381 patients and in 2019 as hospitalizations in General Hospital Massanrempulu
many as 6,176 patients. From the description of the data, Enrekang District in 2019 as many as 6,176 patients. The
shows the number of visits is still fluctuative and has samples in this study were selected in Random sampling at
decreased visits in 2019 when compared to visits in the Massanrempulu District's Hospital in Enrekang with the
year 2018. Decreased patient visits in 2019 because of the number of samples based on the formula Stanley
lack of optimal health services provided by health workers Lameshow was 94 respondents.

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Volume 5, Issue 8, August – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
C. Data Types or Methode and Sources power response to patient satisfaction in the General
Primary Data is obtained through research results Hospital Massenrempulu.
conducted by researchers using research questionnaires.
The Data that can be collected can be numbers, written IV. DISCUSSION
remarks, verbal information and a variety of facts related to
the research focus in detail. Secondary data is data obtained In this study, patient satisfaction was seen by using
from the source that is from the archives of the the health worker's response power variable when
Massanrempulu District Enrekang Regency, the form of providing services at the HOSPITAL MassenrempuluKab.
hospital health profile, organizational structure, patient Enrekang.
visited the data.
Responsiveness (Responsiveness), i.e. awareness or
D. Data analysis desire to quickly act to assist the consumer in delivering
The data analysis technique used is univariate analysis timely service. Accurate aspect of service ability is
done to get an overview by describing each variable used in concerned with the reliability of the ability of nurses in the
the study. Bivariate analysis is done to see the relationship hospital to provide immediate service, accurately since the
of two variables i.e. between free variables and variables first time the patient comes, without making any mistake,
bound by using the chi-square test. as well as satisfying the patient so that the patient is
absolutely convinced by the ability of nurses because
III. RESULTS nurses are impressed good, skilled, responsible and always
inform the action of treatment to be performed in patients,
This study was conducted in July-August 2020 in the for example by.
Genearl Hospital at Massanrempulu Enrekang Distric with
the number of respondents 94 patients, which was selected Based on the research results in the variable high
randomly in all rooms of the inpatient unit and continued responsiveness of 95.7% and the expressed low of 4.3%.
with the process of data processing and data presentation. From the results of the analysis of the responsiveness with
high categories of 96.7% in response to the satisfied, and as
In table 1 known characteristics of age groups at the many as 3.3% expressed a low satisfaction category. While
Massenrempulu General Hospital were mostly at a as many as 4 respondents expressed a low-category
vulnerable 30-39 years as much as 33.0% while in the age responsiveness variable of 50.0% which expressed
of the searched groups were at susceptible 10-19 years as satisfaction in the high category and 50% stating the
much as 5.3%. The gender characteristics of most male category of low satisfaction. Based on the test results
female respondents were 53.2% while female respondents statistic at the Get value P = 0.013 at α = 0.05. Because the
were 46.8%. On the characteristics of work as large as the value p (0.013) ≤ 0.05 which means there is a significant
respondents worked as a housewife (IRT) as much as influence between the variable power response to patient
24.5% and the work of Reponden that was Terendag was a satisfaction in the General Hospital Massenrempulu.
driver with a total of 3.2%. At the primary level of
education, most respondents had a high school education This is due to the ability in the provision of services
rate of 38.3% and the lowest at another level of education by officers in the General Hospital Massenrempulu quite
was 1.1. well in accordance with the service SOP so that patients are
satisfied with the service provided. Ability to provide
According to table 2 The frequency distribution permanent and accurate service and the presence of care
results The respondent's answer showed in the when needed. Because there are certain things in the service
Massenrempulu General Hospital expressed a high of Nurse.
responsiveness variable of 95.7% and that expressed a low
of 4.3%. They think are not too late, well do not disappoint. For
example, nurses are always available for 24 hours, nurses
Table 3 variable service quality is categorized into also always visit the patient three times a day and
two namely high and low. Quality is a dynamic condition communicate with patients, and report in detail the patient
that affects products, services, people, processes and changes to the doctor during the visit, when served well
environments that meet or exceed expectations. Based on treated by the nurse, for example to tell about his condition
the results of the analysis at Massenrempulu General and not discriminate in providing good service.
Hospital as much as 90 respondents stated that the variable
power response with the high category as much as 96.7% Basically a health officer is charged with the results of
expressed satisfactory, and as much as 3.3% expressed the performance that must match the patient's expectation
category of low satisfaction. While as many as 4 which means timeliness, the same service for all patients
respondents expressed a low-category responsiveness without mistakes, sympathetic attitudes, and with high
variable of 50.0% which expressed satisfaction in the high accuracy so that his enable will give birth to a sense of
category and 50% stating the category of low satisfaction. satisfaction in the patient himself. The better the patient's
Based on the test results statistic at the Get value P = 0.013 perception of responsiveness is the higher the patient's
at α = 0.05. Because the value p (0.013) ≤ 0.05 which satisfaction. And if the patient's perception of poor
means there is a significant influence between the variable responsiveness, patient satisfaction will be lower.

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Volume 5, Issue 8, August – 2020 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
This is in line with the results of research conducted
by Meutia (2016) about the quality of service to the
satisfaction of BPJS users in Aceh Timur which shows
regression coefficient of B3 = 0.372, indicating that the
responsiveness variable provides a positive effect on patient
satisfaction and when increased by one multiples it will
increase patient satisfaction by 0.372, assuming a variable
of physical evidence, reliability, assurance.

Influence variable power response to patient

satisfaction General Hospital Surya Husada Denpasar seen
from the results obtained by the value of the Beta
coefficient of 0.155 with a significance of 0.205 (> 0.05) It
means that the variable of responsiveness is positive but not
significant to the satisfaction of patients RSU Surya Husada
Denpasar. This can be because the patient does not pay
attention to the element of responsiveness, which can be
seen from the answer of the respondent more neutral
answer (Rosalia, 2018)

V. CONCLUSIONS AND RECOMMENDATIONS

Based on the results of the study, it can be concluded

there is a influence of health personnel responsiveness to
patient satisfaction in the inpatient Unit of
MassenrempuluKab. Enrekang. It is recommended that the
RSUD to continue to improve knowledge, skills (skill), and
attitude/behavior (attitude) health officers in a planned
manner. Then, the hospitals are expected to develop soft
competency, eg: leadership, communication skills, etc.

REFERENCES

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terhadap Kepuasan Pasien Pengguna BPJS pada
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