Ambulatory Patient Satisfaction Indicators at Tugurejo Regional General Hospital in Semarang City

Faculty of Public Health, Universitas Diponegoro, Semarang, Indonesia

^* Corresponding author: chriswardani@leacturer.undip.ac.id

Abstract

Tugurejo Hospital is a Type B hospital operated by the regional government of Central Java Province. Each year, the hospital conducts patient satisfaction surveys. Between 83% and 94% of patients report being satisfied with the services provided by the hospital; however, there is a large variation in patient satisfaction between types /departments. Ambulatory (outpatient) services continue to see an increasing number of patients per day. While most existing research focuses on the factors influencing patient satisfaction, there is a pressing need for research on patient satisfaction indicators. Such research is crucial as it provides hospitals with practical tools and references to assess and improve patient satisfaction. This study aims to identify indicators of ambulatory patient satisfaction in Tugurejo Hospital. This observational study employs a quantitative approach. Data were collected cross-sectionally using a questionnaire and analysed descriptively and through principal component analysis. the sample consisted of 150 ambulatory patients. The highest levels of satisfaction were for customer service officers (98.7%) and waiting room comfort (98.7%), while the lowest satisfaction was for service announcements (58.7%). All measured variables were found to be related to ambulatory patient satisfaction. There were 65 satisfaction items with an extraction value above 0.800. Four components were identified: service products, the behaviour of hospital staff, communication, and hospital facilities. A total of 26 satisfaction indicators were identified. The hospital should review these indicators and findings to continue improving patient satisfaction.