Patient satisfaction, loyalty and Accreditation in health Services)

Iin Khusani Mariah

Kepuasan pasien merupakan salah satu indikator kualitas pelayanan kesehatan. Kepuasan terhadap layanan kesehatan sangat penting agar  konsumen tetap mau membeli layanan kesehatan untuk memenuhi biaya fasilitas kesehatan, disisi lain pelayanan yang profesional sangat penting untuk keselamatan provider dan pasien  (McGlynn, 1997) (Schoenfelder, 2012)

McGlynn, E. A. (1997). Six Challenges In Measuring The Quality Of Health Care. Health Affairs, 3(3), 7–21. doi:10.1377/hlthaff.16.3.7

Schoenfelder, T. (2012). Primary Health Care : Open Access Patient Satisfaction : A Valid Indicator for the Quality of Primary Care ? Primary Health Care, 2(4), 4–5. doi:10.4172/2167-1079.1000e106

 Kepuasan pasien secara obyektif dipengaruhi oleh kualitas layanan kesehatan yang meliputi Tangibility, reliability, responsiveness, assurance, emphaty, costing, namun secara subyektif dipengaruhi karakteristik pasien seperti umur, jenis kelamin, tingkat pendidikan, tingkat pendapatan, kepemilikan jaminan kesehatan, keparahan penyakit yang diderita, kemudahan akses ke sarana kesehatan, tingkat pengetahuan kesehatan, family size, harapan pasien, dan psikologis pasien. (Aldana, Piechulek, & Al-sabir, 2001) (Anbori, Ghani, Yadav, & Daher, 2010) (Margolis, Al-marzouqi, Revel, & Reed, 2003) (Nathorst-bo, 2001) (Rahmqvist, 2001) (Rahmqvist & Bara, 2010) (Schoenfelder, Klewer, & Kugler, 2011) (Shea et al., 2007) (Sung, Suh, Lee, Ahn, & Choi, 2010) (Tokunaga, Imanaka, & Nobutomo, 2000) (Westaway, Rheeder, Zyl, & Seager, 2003) (Wong et al., 2011) (Yan, Wan, & Li, 2011) (Campbell, Ramsay, Green, Care, & Campbell, 2001)

Aldana, J. M., Piechulek, H., & Al-sabir, A. (2001). Client satisfaction and quality of health care in rural Bangladesh. Bulletin of the World Health Organization, 79(July 1998), 512–517.

Anbori, A. L. I., Ghani, S. N., Yadav, H., & Daher, A. M. (2010). Patient satisfaction and loyalty to the private hospitals in Sana ' a , Yemen. International Journal for Quality in Health Care, 22, 310–315. Retrieved from http://intqh.oxfordjournals.org

Campbell, J. L., Ramsay, J., Green, J., Care, P., & Campbell, J. L. (2001). Age , gender , socioeconomic , and ethnic di V erences in patients ' assessments of primary health care. BMJ Quality And Safety, 10, 90–95. Retrieved from http://m.qualitysafety.bmj.com/content/10/2/90.short

Margolis, S. A., Al-marzouqi, S., Revel, T., & Reed, R. L. (2003). Patient satisfaction with primary health care services in the United Arab Emirates. International Journal for Quality in Health Care, 15(3), 241–249.

Nathorst-bo, R. (2001). An evaluation of the QSP and the QPP : two methods for measuring patient. International Journal for Quality in Health Care, 13(3), 257–264.

Rahmqvist, M. (2001). Patient satisfaction in relation to age , health status and other background factors : a model for comparisons of care units. International Society for Quality in Health Care and Oxford University Press, 13(5), 385–390.

Rahmqvist, M., & Bara, A. (2010). Patient characteristics and quality dimensions related to patient satisfaction. International Journal for Quality in Health Care, 22(2), 86–92. Retrieved from http://intqhc.oxfordjournals.org

Schoenfelder, T., Klewer, J., & Kugler, J. (2011). Determinants of patient satisfaction : a study among 39 hospitals in an in-patient setting in Germany. International Journal for Quality in Health Care, 23(5), 503–509. Retrieved from http://intqhc.oxfordjournals.org

Shea, J. A., Guerra, C. E., Ravenell, K. L., Mcdonald, V. J., Henry, C. A. N., & Asch, D. A. (2007). Health literacy weakly but consistently predicts primary care patient dissatisfaction. International Journal for Quality in Health Care, 19(1), 45–49. Retrieved from http://intqhc.oxfordjournals.org

Sung, N. A. K. J. I. N., Suh, S., Lee, D. W., Ahn, H., & Choi, Y. (2010). Patient ' s assessment of primary care of medical institutions in South Korea by structural type. International Journal for Quality in Health Care, 22(6), 493–499.

Tokunaga, J., Imanaka, Y., & Nobutomo, K. (2000). Effects of patient demands on satisfaction with Japanese hospital care. International Journal for Quality in Health Care, 12(5), 395–401.

Westaway, M. S., Rheeder, P., Zyl, D. G. V. A. N., & Seager, J. R. (2003). Interpersonal and organizational dimensions of patient satisfaction : the moderating effects of health status. International Journal for Quality in Health Care, 15(4), 337–344.

Wong, E. L. Y., Leung, M. C. M., Cheung, A. W. L., Yam, C. H. K., Yeoh, E. K., & Griffiths, S. (2011). A population-based survey using PPE-15 : relationship of care aspects to patient satisfaction in Hong Kong. International Journal for Quality in Health Care, 23(4), 390–396. Retrieved from http://intqhc.oxfordjournals.org

Yan, Z., Wan, D. A. I., & Li, L. I. (2011). Patient satisfaction in two Chinese provinces : rural and urban differences. International Journal for Quality in Health Care, 23(4), 384–389. Retrieved from http://intqhc.oxfordjornal.org

Kepuasan pasien berhubungan dengan loyalitas pasien. Loyalitas pasien dibuktikan dengan kunjungan ulang dan merekomendasikan orang lain untuk memiih pelayanan kesehatan. (Lei & Jolibert, 2012) (Sjahruddin, 2015) (Rundle-Thiele, Sharyn & Russell-Bennett, 2010)

Lei, P., & Jolibert, A. (2012). A three-model comparison of the relationship between quality , satisfaction and loyalty : an empirical study of the Chinese healthcare system. BMC Health Services Research, 12(1), 1. doi:10.1186/1472-6963-12-436

Rundle-Thiele, Sharyn & Russell-Bennett, R. (2010). Patient influences on satisfaction and loyalty for GP services. Health Marketing Quarterly, 27, 195–214. Retrieved from http://dx.doi.org/10.1080/07359681003745162

Sjahruddin, H. (2015). Building Patient Loyalty in Healthcare Services. International Review Of Management And Business Research, 4(2), 391–401. Retrieved from http://www.researchgate.net/publication/278726885

Nilai yang dirasakan pelanggan mempengaruhi kunjungan ulang atau loyalitas pada pelayanan kesehatan (Chahal, 2015)

Chahal, D. H. M. N. K. (2015). Consumer Perceived Value and Consumer Loyalty in the Healthcare Sector Consumer Perceived Value and Consumer Loyalty in Health. Journal Of Relationship Marketing, (APRIL 2011). doi:10.1080/15332667.2011.577729

 My Health Manajer (MHM) atau catatan kesehatan pasien  pada  pendaftaran  mempengaruhi kunjungan ulang dan loyality (Permanente & Permanente, 2012)

Permanente, K., & Permanente, K. (2012). Association between personal health record enrollment and patient loyalty. THE AMERICAN JOURNAL OF MANAGED CARE, 18, 248–253. Retrieved from http://www.researchgate.net/publication/229555954

Akreditasi tidak berhubungan dengan kualitas pelayanan yang lebih baik dari sisi pasien. Akreditasi rumah sakit mungkin merupakan langkah menuju Total Quality Management, tetapi mungkin tidak menjadi faktor kunci untuk kualitas pelayanan menurut pasien (Sack, C Scherag, A Lutkes, P Gunther W, Jockel K-H and Holtmann, 2011)

Sack, C Scherag, A Lutkes, P Gunther W, Jockel K-H and Holtmann, G. (2011). Is there an association between hospital accreditation and patient satisfaction with hospital care ? A survey of 37 000 patients treated by 73 hospitals. International Journal for Quality in Health Care, 23(3), 278–283.

Akreditasi merupakan mekanisme untuk membangun sistem manajemen lokal. Survei akreditasi eksternal dapat memotret kekuatan dan kelemahan pelayanan kesehatan dan upaya manajemen lokal untuk bersama sama memonitor capaian indikator dan menganalisa bagian sistem yang tidak berfungsi dengan baik (Durand, 2010)

Durand, A. M. (2010). Quality improvement and the hierarchy of needs in low resource settings : perspective of a district health officer. International Journal for Quality in Health Care, 22(1), 70–72. Retrieved from http://intqh.oxfordjournals.org

 Efek jangka pendek skreditasi pada unit organisasi kesehatan swasta mampu meningkatkan kepuasan pasien dan performa unit  kesehatan dibandingkan yang tidak terakreditasi (Tehewy, Salem, Habil, & Okda, 2009)

Tehewy, M. A. L., Salem, B., Habil, I., & Okda, S. E. L. (2009). Evaluation of accreditation program in non-governmental organizations ' health units in Egypt : short-term outcomes. International Journal for Quality in Health Care, 21(3), 183–189. Retrieved from http://intqhc.oxfordjournals.org

 Akreditasi berpengaruh positif terhadap clinical leadership, sistem keselamatan pasien dan clinical review, tetapi tidak berpengaruh positif terhadap clinical practice (Shaw et al., 2014)

Shaw, C. D., Groene, O., Botje, D., Sunol, R., Kutryba, B., Klazinga, N., … Arah, O. A. (2014). The effect of certification and accreditation on quality management in 4 clinical services in 73 European hospitals. International Journal for Quality in Health Care, 26(March), 100–107. Retrieved from http://intqhc.oxfordjournals.org

Sistematik review terhadap akreditasi sektor kesehatan menunjukkan bahwa dua kategori selalu ditemukan  pada setiap penelitian bahwa akreditasi meningkatkan perubahan dan pengembangan profesional, beberapa penelitian menunjukkan bahwa akreditasi berpengaruh terhadap sikap profesional, organizational impact, financial impact, pengukuran kualitas dan penilian program (Greenfield & Braithwaite, 2008)

Greenfield, D., & Braithwaite, J. (2008). Health sector accreditation research : a systematic review. International Journal for Quality in Health Care, 20(3), 172–183. Retrieved from http://intqhc.oxfordjournals.org