In public service, customer satisfaction has its portion to pay attention too. Customer satisfaction is one of the foundations for agencies/institutions/companies that must be strengthened. As a company that provides public services in the health sector, Premier Bintaro Hospital needs to know the level of patient satisfaction with the services and facilities provided. For this reason, we conducted a satisfaction survey to patients who come to seek medical treatment at the Premier Bintaro Hospital.
The survey held in January and August 2017 then collaborated with the SEM Institute. SEM Institute itself is a national private institution engaged in strategic policy research and marketing. Support from professional experts and interviewers has made the SEM Institute trusted by many organisations, government agencies and companies from various sectors, including hospitals. This survey is a quantitative survey conducted face to face interview with 500 respondents inpatients and outpatients.
This survey covers respondents’ satisfaction with the services provided by hospitals for both inpatient and outpatient services, medical services and non-medical services. We expect the results of this survey will be able to give a new spirit for better and holistic services at Premier Bintaro Hospital.
In outpatient services, the survey included respondents’ satisfaction related to the services of doctors, nurses, pharmacy, administration, registration, and general facilities of the polyclinic. In physician services, we ask respondents about the explanation of medical information provided by the doctor, the accuracy of the time of arrival, and the attitude of the doctor. The survey results showed outstanding satisfaction with an average of 96.6%.
For nurse services in the polyclinic also indicates excellent satisfaction too. Surveillance focuses on respondents’ satisfaction with nurse skills, service speed, and nurse attitudes as a whole. As reported, the percentage of satisfaction are more than 97.0%. For respondents’ satisfaction with the services of doctors and nurses, the polyclinic showed better results than the previous year.
Then we survey outpatient pharmacy services. Respondents seemed very satisfied with the explanation of drug use and attitudes of pharmacists. We can see a high percentage of satisfaction, which is above 98.0%. Although the respondents were still not satisfied against prescription waiting time in the outpatient pharmacy. terhadap waktu tunggu resep obat di farmasi rawat jalan.
At patient admission services, the survey includes registration service speed, officer attitudes, and operator friendliness show very satisfactory results, which are with an average of above 96.0%. Regarding this patient reception service, respondents still complained of difficulties in accessing and contacting hospitals. Furthermore, for administrative services, respondents were asked about their satisfaction with the speed of service and attitudes of officers. Respondents seemed very satisfied with this point, as evidenced by the survey results, which showed a percentage of satisfaction above 97.0%.
For polyclinic facilities which include public toilets, comfort, and cleanliness, also get an excellent response. The respondents’ satisfaction is above 97.0%. The following is the percentage of patient satisfaction with outpatient services (polyclinic): The following is the percentage of respondents' satisfaction with inpatient services:
The next survey turned to the inpatient department. SEM institute surveyed respondents' satisfaction with the services of specialist doctors, general practitioners/guardians, nurse services, medical support services, administration and inpatient cashiers, general services, food, and room facilities. Overall, respondents were very satisfied, and this can be seen from the percentage of satisfaction on average 98.8%.
In the specialist doctor's service, respondents were asked about their satisfaction with medical explanations and information, the time of the specialist's visit, therapeutic communication, and the doctor's attitude. Excellent results come from the respondent's answer, which stated that the satisfaction level was above 98.0%. Respondents were also very satisfied with the services of general practitioners. In terms of explanations and medical information provided by doctors, the speed of responses, and attitudes of physicians, the average satisfaction is 99.0%.
Survey related to nursing services in the inpatient room, includes information and pain management, proper handwashing education, explanation of nursing planning, information and knowledge, speed of response and nurses' attitudes. Respondents were very satisfied with the services of nurses in the inpatient room, seen from the percentage of satisfaction above 98.0%. This figure is better compared to the previous year.
For medical support services in this case of education by nutritionists, physiotherapy staff skills, radiology staff skills, and laboratory staff skills show outstanding satisfaction. It is above 98.0%. Likewise, with inpatient registration administration services, the percentage of satisfaction obtained by an average of 93.1%.
Respondents showed excellent satisfaction with inpatient cashier administration services, with an average percentage satisfaction of 97.5%. This figure is better than the one obtained last year. An inpatient survey was also conducted to determine respondents' satisfaction with public services such as parking facilities, attitudes of security officers, and housekeeping officers, food service, and room facilities. Respondents seemed very satisfied with this matter where the survey results showed a percentage of satisfaction above 94.0%.
The following is the percentage of respondents' satisfaction with inpatient services:
Premier Bintaro Hospital
Jl. M.H. Thamrin No. 1 Sektor 7 Bintaro Jaya Tangerang Selatan 15224 – Indonesia
Tel : +62-21 2762 5500, 7455 500/600
Fax : +62-21 7455 800 Email: email@example.com