Improving Physician Performance Through Patient Satisfaction Supported By Quality Of Service And Health Facilities
DOI:
https://doi.org/10.52909/jemeb.v4i2.200Keywords:
Physician Performance, Patient Satisfaction, Quality Of Service, Health FacilitiesAbstract
This study aims to improve physician performance through patient satisfaction supported by service quality and health facilities. Patient satisfaction is considered a key factor in driving the motivation and performance of medical personnel, especially doctors. Service quality, including doctor-patient interactions, and adequate healthcare facilities play an important role in ensuring patients have a good treatment experience. This study used a qualitative method with an observation approach and a literature review of previous studies related to the role of medical service quality and health facilities on physician performance. Data were analyzed to understand the relationship between patient satisfaction, service quality, health facilities, and their impact on physician performance. The results showed that high patient satisfaction was positively correlated with improved physician performance. Optimal service quality and adequate facilities create a supportive environment for doctors to perform their duties effectively. The originality of this study lies in its approach that directly links patient satisfaction with physician performance, taking into account the dual role of service quality and health facilities. In conclusion, improving patient satisfaction through good service and adequate facilities is proven to be effective in improving physician performance in health facilities.
References
Alrubaiee, L., & Alkaa’ida, F. (2011). 9278-36366-1-PB.pdf. International Journal of Marketing Studies, 3(1), 103–127.
Anaba, P., Anaba, E. A., & Abousi, A. A. (2020). Patient satisfaction with perioperative nursing care in a tertiary hospital in Ghana. International Journal of Health Care Quality Assurance, 33(6), 463–475. https://doi.org/10.1108/IJHCQA-01-2020-0021
Bachman, J. W. (2016). The problem with patient satisfaction scores. Family Practice Management, 2016(JAN-FEB), 23–27.
Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., & Perwira Redi, A. A. N. (2021). The effect of service quality on customer satisfaction in an automotive after-sales service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2). https://doi.org/10.3390/joitmc7020116
Bhat, L., & McCammon, C. (2021). The Importance of Quality Assurance and Quality Improvement in Low- and Middle-Income Settings. Current Bladder Dysfunction Reports, 16(1), 1–5. https://doi.org/10.1007/s11884-020-00623-y
Borkent, J. W., Van Hout, H. P. J., Feskens, E. J. M., Naumann, E., & de van der Schueren, M. A. E. (2023). Diseases, Health-Related Problems, and the Incidence of Malnutrition in Long-Term Care Facilities. International Journal of Environmental Research and Public Health, 20(4). https://doi.org/10.3390/ijerph20043170
Bragazzi, N. L., Muhammad, Mansour M, Bonsignore, A., & Ciliberti, R. (2020). The Role of Hospital and Community Pharmacists in the Management of COVID-19: Towards an Expanded Definition of the Roles, Responsibilities, and Duties of the Pharmacist. Pharmacy, 8(3), 140.
Bruschetta, S. (2022). Good practices in Italian therapeutic communities. Outcomes 2020 of quality accreditation program “Visiting DTC Project.” Therapeutic Communities, 43(1), 25–50. https://doi.org/10.1108/TC-07-2021-0013
Cairns, A., McLennan Battleday, F., Velikova, G., Brunelli, A., Bell, H., Favo, J., Patella, M., Lindner, O., & Pompili, C. (2020). General patient satisfaction after elective and acute thoracic surgery is associated with postoperative complications. Journal of Thoracic Disease, 12(5), 2088–2095. https://doi.org/10.21037/jtd-19-3345b
Chmielewska, M., Stokwiszewski, J., Filip, J., & Hermanowski, T. (2020). Motivation factors affecting the job attitude of medical doctors and the organizational performance of public hospitals in Warsaw, Poland. BMC Health Services Research, 20(1), 1–12. https://doi.org/10.1186/s12913-020-05573-z
Daiker, B. L. (2019). Shared leadership in a medical practice: Keys to success. Journal of Medical Practice Management, 25(2), 111–117.
Dehne, K. L., Snow, R., & O’Reilly, K. R. (2000). Integration of prevention and care of sexually transmitted infections with family planning services: What is the evidence for public health benefits? Bulletin of the World Health Organization, 78(5), 628–639.
Erdoğan, C., Altın, A., & Tavlı, B. (2023). Lifetime Maximization with Restricted Connection Diversity in Wireless Sensor Networks. 4476–4476. https://doi.org/10.46254/an12.20220861
Goodrich, G. W., & Lazenby, J. M. (2023). Elements of patient satisfaction: An integrative review. Nursing Open, 10(3), 1258–1269. https://doi.org/10.1002/nop2.1437
Govender, N., & Suleman, F. (2019). Comparison of patient satisfaction with pharmaceutical services of postal pharmacy and community pharmacy. Health SA Gesondheid, 24, 1–7. https://doi.org/10.4102/hsag.v24i0.1105
Hefner, J. L., McAlearney, A. S., Spatafora, N., & Moffatt-Bruce, S. D. (2019). Beyond Patient Satisfaction: Optimizing the Patient Experience. Structural Approaches to Address Issues in Patient Safety, 18, 225–261. https://doi.org/doi.org/10.1108/S1474-823120190000018010
Kalaja, R. (2023). Determinants of Patient Satisfaction with Health Care: A Literature Review. European Journal of Natural Sciences and Medicine, 6(1), 43–54. https://doi.org/10.2478/ejnsm-2023-0005
Kutzin, J. (2013). Financement des soins de santé pour une couverture santé universelle et résultats du système de santé: Concepts et implications politiques. Bulletin of the World Health Organization, 91(8), 602–611. https://doi.org/10.2471/BLT.12.113985
Lee, C. S., Moy, L., Friedewald, S. M., & Monticciolo, D. L. (2018). Harmonizing Breast Cancer screening mammography beginning at age. American College of Radiology, 210(33), 241–245.
Lim, J. S., Lim, K. S., Heinrichs, J. H., Al-Aali, K., Aamir, A., & Qureshi, M. I. (2018). The role of hospital service quality in developing the satisfaction of the patients and hospital performance. Management Science Letters, 8(12), 1353–1362. https://doi.org/10.5267/j.msl.2018.9.004
Minh, N. H., Thu Ha, N., Chi Anh, P., & Matsui, Y. (2015). Service quality and customer satisfaction: A case study of hotel industry in Vietnam. Asian Social Science, 11(10), 73–85. https://doi.org/10.5539/ass.v11n10p73
Nendaz, M. R., Perrier, A., Simonet, M. L., Huber, P., Junod, A., & Vu, N. V. (2011). Appraisal of clinical competence during clerkships: How knowledgeable in curriculum and assessment development should a physician-examiner be? Academic Medicine, 76(10 SUPPL.), 99–101. https://doi.org/10.1097/00001888-200110001-00033
Pembe, A. B., Hirose, A., Al-beity, F. A., Atuhairwe, S., Morris, J. L., Kaharuza, F., Marrone, G., & Hanson, C. (2019). Rethinking the definition of maternal near- miss in low- income countries using data from 104 health facilities in Tanzania and Uganda. International Federation of Gynecology and Obstetrics, 389.
Pouragha, B., & Zarei, E. (2016). The Effect of Outpatient Service Quality on Patient Satisfaction in Teaching Hospitals in Iran. Materia Socio Medica, 28(1), 21. https://doi.org/10.5455/msm.2016.28.21-25
Purkayastha, D. (2014). Employee training & development at Ritz-Carlton: Fostering an exceptional customer service culture. IBS Center For Management Research. www.thecasecentre.org
Ruperto, N., Ravelli, A., Falcini, F., Lepore, L., De Sanctis, R., Zulian, F., Buoncompagni, A., & Sardella, M. L. (2018). Performance of the preliminary definition of improvement in juvenile idiopathic arthritis patients treated with methotrexate: Experience from Bangladesh. International Journal of Rheumatic Diseases, 11(3), 241–245. https://doi.org/10.1111/j.1756-185X.2008.00372.x
Sharma, V. K. (2018). Patient satisfaction and brand loyalty in healthcare organizations in India. Journal of Asia Business Studies, 34(1), 1–5. https://doi.org/http://dx.doi.org/10.1108/JABS-09-2015-0157
Silver, M. P., Hamilton, A. D., Biswas, A., & Warrick, N. I. (2016). A systematic review of physician retirement planning. Human Resources for Health, 14(1). https://doi.org/10.1186/s12960-016-0166-z
Susilo, R., Bernarto, I., & Purwanto, A. (2020). Effect of trust, value and atmosphere towards patient satisfaction (Case study on preama clay of wae laku, indonesia). International Journal of Advanced Science and Technology, 29(3), 6716–6723.
Tailaso, C. silsilia, Mandagi, C. K. ., & Kolibu, F. K. (2018). PUSKESMAS BAHU KOTA MANADO PENDAHULUAN Mutu pelayanan kesehatan adalah pelayanan yang dapat memberikan kepuasan kepada setiap pemakai jasa pelayanan kesehatan sesuai dengan tingkat kepuasan yang kesehatan dapat memenuhi seluruh harapan pelanggan melalui p. Hubunga Mutu Pelayanan Kesehatan Denga Kepuasan Pasien Di Puskesmas Bahu Kota Manado, 7, 1–10.
Toda, M., Zurovac, D., Njeru, I., Kareko, D., Mwau, M., & Morita, K. (2018). Health worker knowledge of Integrated Disease Surveillance and Response standard case definitions: A cross-sectional survey at rural health facilities in Kenya. BMC Public Health, 18(1), 1–8. https://doi.org/10.1186/s12889-018-5028-2
Valdez, M. L. A., Luna, D. P. De, Diaz, C. C. H., Corral, J. M., & Tayobong, A. B. (2020). Customers’ Satisfaction relative to the Operational Services of the College of Arts and Sciences: Basis for its Continuous Quality Improvement. International Journal of English Literature and Social Sciences, 5(6), 1903–1912. https://doi.org/10.22161/ijels.56.16
Van Harrison, R. (2014). Systems-based framework for continuing medical education and improvements in translating new knowledge into physicians’ practices. Journal of Continuing Education in the Health Professions, 24, S50–S62. https://doi.org/10.1002/chp.1340240508
Watts, D. D., Slivinski, A., Garland, J. M., Kerley, D. R., Wilson, N. Y., Cooper, T., Howard, K., Dunne, J., Lieser, M. J., Berg, G. M., Wyse, R. J., Carrick, M. M., & Fakhry, S. M. (2021). The Impact of Nursing on Trauma Patient Satisfaction: An Analysis of HCAHPS from 112,283 Patients. Journal of Trauma Nursing, 28(4), 219–227. https://doi.org/10.1097/JTN.0000000000000589
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Imelda Datau, Sri Utami Ady, Nur Sayidah
This work is licensed under a Creative Commons Attribution 4.0 International License.
