Patient Satisfaction Analyzed Based on Healthcare Quality Service Aspects of Maternal and Child In Eastern Indonesia
Vivi Retno Intening(a), Mytha Febriany Pondaang (b*), Aries Wahyuningsih (c)

a) Nursing Program, STIKES Bethesda Yakkum Yogyakarta, Indonesia
b) Midwifery Program, STIKES Griya Husada Surabaya, Indonesia
*mythapondaang[at]gmail.com
c) Hospital Administration Program, STIKES RS Baptis Kediri, Indonesia
mythapondaang[at]gmail.com

Abstract

Indonesia Emas (Golden Indonesia) in 2024 requires equitable quality health services, focusing on infrastructure, staff distribution, and funding. Eastern Indonesia, facing difficulties in accessing health services, needs more attention to improve maternal and child health. Priority projects aim to lower mortality and sickness incidence, and understanding healthcare service quality is crucial for developing an equal program. Evaluation of the quality of maternal and child health services is necessary to develop appropriate programs for improving maternal and child health, especially in eastern Indonesia. The purpose of this study is to evaluate the quality of mother-and-child health care in three private hospitals in Eastern Indonesia and to generate a plan for improving health service programs. This study used a descriptive analytic design with secondary data from three private hospitals in eastern Indonesia. In this study, 230 respondents-all patients-were selected using a purposive sample technique. The tool utilized is a patient satisfaction instrument that evaluates the reliability, responsiveness, assurance, tangibles, and empathy of maternity and child services in three hospitals in Eastern Indonesia. Three private hospitals in eastern Indonesia provide excellent maternity and child health care in the areas of responsiveness (57.4%), reliability (55.7%), empathy (54.8%), assurance (53.5%), and tangibles (40.4%). For the percentage of dissatisfaction, namely aspects of reliability (5.2%), empathy (2.6%), tangibleness, responsiveness, and assurance at the same percentage (0.9%). All facets of health care quality require the development of strategic plans, but the concrete facets-hospital infrastructure, facilities, and infrastructure-as well as facilities that support the caliber of maternal and child health services-need specific attention. The most dominant aspect of very satisfactory service quality is responsiveness, whereas the reliability factor has the highest dissatisfaction rating. Cross-sectoral collaboration is required to improve all five components of maternity and child care quality, particularly in eastern Indonesia.

Keywords: quality service- mother and child- eastern Indonesia- healthcare- patient satisfaction

Topic: Maternal and Child Health