Patient Satisfaction on Surgical Service Decision Time in Emergency Department of A Tertiary Hospital in Indonesia

Shabrina Adzania, Nucki Nursjamsi Hidajat, Elsa Pudji Setiawati

Abstract


Background: Patient satisfaction survey is essential for evaluating and developing plans to improve health services' quality. One of the emergency department service quality indicators is decision time. Overcrowding of the emergency room as a result of long decision time may cause dissatisfaction among patients. This study aimed to evaluate the satisfaction level of patients receiving surgical services and the correlation between the satisfaction level and  surgical service decision time.

Methods: A cross-sectional descriptive analytical study was conducted from September to November 2019 at the emergency department of Dr. Hasan Sadikin General Hospital. The consecutive sampling method was applied and a total of 110 patients met the inclusion and exclusion criteria. Patient satisfaction was assessed using a validated questionnaire and data on decision time was obtained from the patient’s medical record. Spearman correlation test was used to analyze the data.

Results: This study discovered that most of the respondents were satisfied with the service (92.7%) and that decision was mostly made in less than 2 hours (79.1%). A weak negative correlation (ρ = - 0.144), was identified between decision time and patient satisfaction, albeit insignificant (p = 0.067), with a confidence interval of 95% (α = 5%).

Conclusion: This study suggested that there is no correlation between patient satisfaction and decision time. Thus, decision time is not the main factor that determines patient satisfaction.


Keywords


Decision time, emergency department, patient satisfaction, service quality, surgery

Full Text:

PDF

References


Al-Abri R, Al-Balushi A. Patient satisfaction survey as a tool towards quality improvement. Oman Med J. 2014;29(1):3-7.

Finch T, Shim TN, Roberts L, Johnson O. Treatment satisfaction among patients with moderate-to-severe psoriasis. J Clin Aesthet Dermatol. 2015;8(4):26-30.

Fatima T, Malik SA, Shabbir A. Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management. 2018;35(6):1195-214.

Havens J, Peetz A, Do W, Cooper Z, Kelly E, Askari R, et al. The excess morbidity and mortality of emergency general surgery. J Trauma Acute Care Surg. 2015;78(2):306-11.

McCord C, Ozgediz D, Beard JH, Debas HT. General surgical emergencies. In: Debas HT, Donkor P, Gawande A, Jamison DT, Kruk ME, Mock CN, editors. Essential surgery: diseases control priorities. 3rd ed (Volume 1). Washington, DC: World Bank Publication; 2015. Chapter 4. p. 61-76.

Atari M, Atari M. Brief Emergency Department Patient Satisfaction Scale (BEPSS); development of a new practical instrument. Emerg (Tehran). 2015;3(3):103-108.

Dahlan MS. Besar sampel dalam penelitian kedokteran dan kesehatan. Jakarta: Epidemiologi Indonesia;2016.

Rogers F, Horst M, To T, Rogers A, Edavettal M, Wu D, et al. Factors associated with patient satisfaction scores for physician care in trauma patients. J Trauma Acute Care Surg. 2013;75(1):110-4.

Amro N, Kamel AMA, Qtait M, Yagi H, Amro B, Amro R, et al. Factors affect patients satisfaction in emergency departments in Palestine. Journal of Health, Medicine and Nursing. 2018;54:50-6.

Messina G, Vencia F, Mecheroni S, Dionisi S, Baragatti L, Nante N. Factors affecting patient satisfaction with emergency department care: an Italian rural hospital. Glob J Health Sci. 2014;7(4):30-9.

Soleimanpour H, Gholipouri C, Salarilak S, Raoufi P, Vahidi RG, Rouhi AJ, et al. Emergency department patient satisfaction survey in Imam Reza Hospital, Tabriz, Iran. Int J Emerg Med. 2011;4:2.

Sinurat S, Perangin-angin IH, Sepuh JCL. Hubungan response time perawat dengan tingkat kepuasan pasien BPJS di Instalasi Gawat Darurat. Jurnal Penelitian Keperawatan. 2019;5(1):1-9.

Nurlina D, Rifai A, Jamaluddin J. Faktor-faktor yang memengaruhi kepuasan pasien instalasi gawat darurat Rumah Sakit TNI AD Tk Iv 02.07. 04 Bandar Lampung tahun 2017. Jurnal Ilmu Kesehatan Masyarakat. 2019;8(03):78-88.

Eshghi M, Rahmani F, Derakhti B, Abdollahi F, Tajoddini S. Patient satisfaction in the emergency department: a case of Sina hospital in Tabriz. Journal of Emergency Practice and Trauma. 2016;2(1):15-20.

Yuniarti S. Hubungan antara kualitas pelayanan rumah sakit dengan tingkat kepuasan pasien BPJS di ruang perawatan RSUD Sultan Syarif Mohamad Alkadrie Kota Pontianak tahun 2015. Jurnal ProNers. 2015;3(1):11039.

Menteri Kesehatan Republik Indonesia. Peraturan Menteri Kesehatan Republik Indonesia Nomor 47 tentang Pelayanan Kegawatdaruratan. Jakarta: Kementerian Kesehatan Republik Indonesia; 2018.

Goddard GJ, Raab G, Ajami RA, Gargeya VB. Customer relationship management: a global perspective. Hampshire, England: Gower Publishing Limited;2012.

Soremekun OA, Takayesu JK, Bohan SJ. Framework for analyzing wait times and other factors that impact patient satisfaction in the emergency department. J Emerg Med. 2011;41(6):686-92.

Septiani A. Pengaruh faktor-faktor kualitas pelayanan terhadap kepuasan pasien di instalasi gawat darurat RSUD Kabupaten Sumedang. Coopetition. 2016;7(1):1-22.




DOI: https://doi.org/10.15850/amj.v8n1.2025

Article Metrics

Abstract view : 863 times
PDF - 442 times



 This Journal indexed by

                  

          

 

Creative Commons License
AMJ is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License

 


View My Stats