Patients Satisfaction in the Hospital Registration Service at KRMT Wongsonegoro Hospital In Semarang, Central Java


Isnaini Qoriatul Fadhilah1,2), Puput Sugiarto1)Dwi Wahyu Aprilistiyani1)

 

1)Study Program in Medical Record and Health Information, School of Health Polytechnics, Ministry of Health Semarang

2)Masters Program in Public Health, Universitas Sebelas Maret

 

ABSTRACT

Background: Being organized and customer service oriented will go a long way in improving the patient experience. A streamlined patient registration process can reduce patient waiting times and make the health service provide patients need easier. The purpose of this study was to describe patient satisfaction in the hospital registration service.

Subjects and Method: This was a descriptive study conducted at KRMT Wongsonegoro hospital, Semarang. A sample of  100 inpatients was selected for this study by random sampling. Study variable was patient satisfaction with 5 dimensions: (1) tangible, (2) realibility, (3) responsiveness, (4) assurance, and (5) empathy. The data were collected by questionnaire and described in percent.

Results: Inpatient satisfaction based on tangible, reliability, responsiveness, assurance, and empathy aspects were 94%, 98.5%, 97.6%, 98.8%, and 97.83%, respectively.

Conclusion: Inpatients have a high level of satisfaction on the registration service at KRMT Wongsonegoro hospital.

Keywords: patient satisfaction, health insurance, quality of health care

Correspondence: Isnaini Qoriatul Fadhilah. Study Program in Medical Record and Health Information, School of Health Polytechnics, Ministry of Health Semarang. Email: isnainiqoriatul@gmail.com. Mobile: 089681918022.

DOI: https://doi.org/10.26911/the6thicph.04.82

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