The Quality of Health Service Towards Patient Satisfaction in Liquidoe Health Centre, Aileu Municipality, Timor-Leste
DOI:
https://doi.org/10.55927/ijsmr.v3i4.182Keywords:
Quality of Health Service, Patient, SatisfactionAbstract
Patient satisfaction is influenced by factors like service quality, accessibility, and personal experience, which significantly affect the choice between private and public healthcare facilities. Factors affecting healthcare quality include technical competence, access, effectiveness, and interpersonal relationships. The study aimed to determine the impact of quality service on patient satisfaction. The methods used were quantitative with a cross-sectional approach. The sample in this study was patients who received health services at the Lequidoe Community Health Center. Data collection was conducted using a questionnaire designed to contain a series of questions related to the quality of health service on patient satisfaction. A data analysis test using Pearson's product-moment correlation was performed on the relationship between the variables. The finding of the quality of health service on patient satisfaction classified Tangibles and Responsiveness as having a strong correlation with patient satisfaction. Reliability is classified as having a strong enough correlation with patient satisfaction. Empathy and Assurance are classified as having enough correlation with patient satisfaction. The patient's capacity to receive timely and appropriate care, while taking into consideration available resources and survival prospects, has a substantial influence on their perception of the healthcare environment and the aspects that form their experiences during their visit. Policymakers should prioritize educating patients about basic healthcare at health facilities
References
Adewole, D. A., Reid, S., Oni, T., & Adebowale, A. S. (2022). Factors Influencing Satisfaction with Service Delivery Among National Health Insurance Scheme Enrollees in Ibadan, Southwest Nigeria. Journal of Patient Experience, 9. https://doi.org/10.1177/23743735221074186
Akande, R. O., Abodunrin, O. L., Olarewaju, S. O., Adeomi, A. A., Akande, J. O., & Faramade, I. O. (2022). Health insurance in private and public health facilities in Southwestern Nigeria: what determines clients´ satisfaction with quality of service? Pan African Medical Journal, 41. https://doi.org/10.11604/pamj.2022.41.268.26875
Alharbi, M. F. (2023). Patients’ experience of service quality in government and private hospitals in the Qassim Region, Kingdom of Saudi Arabia. Journal of Medicine and Life, 16(11), 1622–1627. https://doi.org/10.25122/jml-2023-0184
Alnaeem, M. M., Islaih, A., Hamaideh, S. H., & Nashwan, A. J. (2024). Using primary healthcare facilities and patients’ expectations about triage system: Patients’ perspective from multisite Jordanian hospitals. International Emergency Nursing, 75(February), 101476. https://doi.org/10.1016/j.ienj.2024.101476
Begum, F., Said, J., Hossain, S. Z., & Ali, M. A. (2022). Patient satisfaction level and its determinants after admission in public and private tertiary care hospitals in Bangladesh. Frontiers in Health Services, 2. https://doi.org/10.3389/frhs.2022.952221
Kassa, D. G., Xiang, C., Hu, S., Hayat, K., Andegiorgish, A. K., Fang, Y., & Yang, C. (2021). Patients’ perception of the outpatient pharmaceutical service quality in hospital pharmacies with auditable pharmaceutical transactions and services in Ethiopia: A cross-sectional study. BMJ Open, 11(5), 1–9. https://doi.org/10.1136/bmjopen-2020-042853
Liyew, T., Mersha, A., Admassie, B., & Arefayne, N. (2024). Family Satisfaction with Care Provided in Intensive Care Unit; a Multi-Center, Cross-Sectional Study. Patient Related Outcome Measures, Volume 15(April), 105–119. https://doi.org/10.2147/prom.s453246
Msacky, R. F. (2024). Quality of health service in the local government authorities in Tanzania: a perspective of the healthcare seekers from Dodoma City and Bahi District councils. BMC Health Services Research, 24(1), 1–10. https://doi.org/10.1186/s12913-023-10381-2
Nguyen, N. X., Tran, K., & Faculty, T. A. N. (2021). Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country. Patient Preference and Adherence, 15(August), 2523–2538.
Notoatmodjo S. (2010) Metologi Penelitian Kesehatan: Jakarta Penerbit Rineka Cipta
Ouellet, S., Galliani, M. C., Gélinas, C., Fontaine, G., Archambault, P., Mercier, É., Severino, F., & Bérubé, M. (2023). Strategies to improve the quality of nurse triage in emergency departments: A realist review protocol. Nursing Open, 10(5), 2770–2779. https://doi.org/10.1002/nop2.1550.
