Antecedents of Outpatient Satisfaction in Internal Medicine Polyclinic during Covid-19 Pandemic Era (Empirical Study At Hospital X)
DOI:
https://doi.org/10.35790/msj.v4i1.44599Abstract
Abstract: There is high competition among private hospitals in seeking the quality of health services provided that meets consumer needs. The largest service unit in the hospital is the outpatient unit; one of the polyclinics is Internal Medicine unit. Patients coming for treatment in this unit during the COVID-19 pandemic expect the best health services. A variety of factors can affect patient satisfaction but only a few studies are focused on outpatient satisfaction in the COVID-19 pandemic era so far. This research aimed to evaluate the effects of environment and facilities, professional competence, caring attitudes and emotional support, perceived compliance of COVID-19 protocol, communication and information, and waiting time on patient’s satisfaction. There were 164 samples obtained by purposive sampling from respondents that filled out the online questionnaires. Data were analyzed by using the PLS-SEM. The results showed that the independent and mediating variables had significant positive effects on general satisfaction. The strongest effect was from environment and facilities and professional competence, while the direct effect on general satisfaction was found to be the strongest from waiting time. In conclusion, the results confirmed the theory of patient satisfaction with health services. Therefore, this research model has strong predictive accuracy and large predictive relevance to be used and developed in further research.
Keywords: satisfaction; outpatient; COVID-19; private hospitals
References
Deriba BS, Geleta TA, Beyane RS, Mohammed A, Tesema M, Jemal K. Patient satisfaction and associa-ted factors during COVID-19 pandemic in north Shoa health care facilities. Patient Preference and Adherence. 2020;14:1923-34. Available from: https://doi.org/10.2147/ppa. s276254
Li Y, Gong W, Kong X, Mueller O, Lu G. Factors associated with outpatient satisfaction in tertiary hospitals in China: a systematic review. Int J Environ Res Public Health. 2020;17(19);7070. Available from: https://doi.org/10.3390/ijerph17197070
Onder G, Rezza G, Brusaferro S. Case-fatality rate and characteristics of patients dying in relation to COVID-19 in Italy. JAMA. 2020;323(18):1775-6. Available from: https://doi.org/10.1001/jama. 2020.4683
Redberg RF, Katz M, Steinbrook R. Internal Medicine and COVID-19. JAMA. 2020;324(12):1135–6. Available from: https://doi.org/10.1001/jama.2020.15145
Donabedian A. The quality of care. JAMA. 1988;260(12):1743. Available from: https://doi.org/10.1001/ jama.1988.03410120089033
Wang X, Chen J, Burström B, Burström K. Exploring pathways to outpatients’ satisfaction with health care in Chinese public hospitals in urban and rural areas using patient-reported experiences. Int J Equity Health. 2019;18(1):29. Availabe from: https://doi.org/10.1186/s12939-019-0932-3
Ziegel ER, Lemeshow S, Hosmer D, Klar J, Luanga,S. Adequacy of sample size in health studies. Technometrics. 1994;36(2):232. Available from: https://doi.org/10.2307/1270261
Kock N, Hadaya P. Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Inf Syst J. 2016;28(1):227-61. Available from: https://doi.org/10.1111/isj. 12131
Sekaran U, Bougie R. Research Methods for Business: A Skill-Building Approach (7th ed). West Sussex: Wiley & Sons; 2016.
Ringle C, da Silva D, Diogenes B. Structural equation modeling with the SmartPLS. Brazilian Journal of Marketing. 2014;13(2). Available at SSRN: https://ssrn.com/abstract-2676422
Hair JF, Risher JJ, Sarstedt M, Ringle CM. When to use and how to report the results of PLS-SEM. European Business Review. 2019;31(1):2-24. Available from: https://doi.org/10.1108/ebr-11-2018-0203
Chin WW. The partial least squares approach to structural equation modeling. In: Marcoulides GA, editor. Modern Methods for Business Research. Mahwah: Lawrence Erlbaum Associate; 1998. p. 295, 336.
Starstedt M, Ringle CM, Hair J. Partial Least Squares Structural Equation Modeling (Chapter 15). In: Homburg C, Klarmann M, Vomberg A, editors. Handbook of Market Research. Springer; 2017. Available from: Courses on PLS-SEM Using SmartPLS 4 Doi:10.1007/978-3-319-05542-8_15-1
Fox JG, Storms DM. A different approach to sociodemographic predictors of satisfaction with health care. Social Science & Medicine. Part A: Medical Psychology & Medical Sociology. 1981;15(5): 557-64. Available from: https://doi.org/10.1016/0271-7123(81)90079-1
Linder-Pelz S. Toward a theory of patient satisfaction. Social Science & Medicine. 1982;16(5):577-82. Available from: https://doi.org/10.1016/0277-9536(82)90311-2
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Meidy C. Elim, Ferdi Antonio
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
COPYRIGHT
Authors who publish with this journal agree to the following terms:
Authors hold their copyright and grant this journal the privilege of first publication, with the work simultaneously licensed under a Creative Commons Attribution License that permits others to impart the work with an acknowledgment of the work's origin and initial publication by this journal.
Authors can enter into separate or additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (for example, post it to an institutional repository or publish it in a book), with an acknowledgment of its underlying publication in this journal.
Authors are permitted and encouraged to post their work online (for example, in institutional repositories or on their website) as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).
