Example Journal Satisfaction
Abstract: PONED should have
adequate service facilities, professional staff and
the quality of service in order to
satisfy the users of services. This study aims
to determine the effect of variable
magnitude and standard of care,
the individual characteristics of the
perception of the quality of quality of care and patient satisfaction
PONED midwifery. The
method used is cross sectional. Data processed
by Smart PLS to prove the hypothesis in theorem 2 latent
variables that influence the perception variables and patient satisfaction. Sample of 75 respondents. taken by random sampling. The
process of retrieval of information through document review, and questionnaires. The study was conducted
one month from
December 2012 to January 2013.
Research shows
that there are significant direct
and indirect effects
of all variables
contained in the model, but the biggest influence is the perception of
the individual characteristics of the
48,57%. The results of the analysis of the relationship between variables with the value obtained goodness of fit is significant. At the end of the form
2 structure model variables that
have an influence on the variable
quality of service quality perceptions
of 72.51% and an
influence on patient satisfaction with 82.79% Q-predictive value of 95.27%
relevance. It was concluded that the variable perception
of quality and patient satisfaction obstetric variables affected
the standard of care, and individual characteristics. Patient satisfaction will be created if there is a match with
what is expected of patients. But
it must be kept in
accordance with the ability and authority
vested in PONED.
Preliminary
Obstetric care became one of the leading professional health workers in an effort to maintain the quality of public health services where both public and private. Standard of midwifery care is one form of accountability for realizing the strategy midwifery personnel profesional.1 quality health services is one of the benchmarks of satisfaction effect on patients' willingness to return to the institutions that provide health services efektif.2,8
Obstetric care became one of the leading professional health workers in an effort to maintain the quality of public health services where both public and private. Standard of midwifery care is one form of accountability for realizing the strategy midwifery personnel profesional.1 quality health services is one of the benchmarks of satisfaction effect on patients' willingness to return to the institutions that provide health services efektif.2,8
the fulfillment of the needs and wishes of patients to obtain health
service satisfaction can ultimately improve confidence in the health facilities
through excellent service. Through
excellent service, health facilities are expected to generate competitive
advantage (competitive advantage) with quality service, efficient, innovative
and produce in accordance with Law No. 8 of 1999 on the
protection of patients
Quality health services is the degree of perfection of health care in
accordance with professional standards and service standards with the use of
potential resources available in hospitals or health centers fairly,
efficiently, and effectively, and be safely and satisfactorily as per the norm,
ethical, legal, and social
culture by observing the limitations and capabilities of the government, and
community service standards konsumen.3 aim is to create quality of
service quality, it is important to consider in the quality of service five
service quality dimensions, namely Reliability, Responsiveness, Assurance,
Empaty, Tangibles4,5. Quality
of service is a comparison between the perceived service.
consumers with the quality of service that consumers expect. If
the perceived service quality equal or exceed the quality of service expected,
then the said service quality and satisfactory 5.10. Some
things that can affect consumer perception that the individual characteristics
of perception including age, education, knowledge, experience, socio-economic,
cultural, work, personality and life experiences of individuals6.
An impact when improving the quality of health care cannot be realized at
risk of substantial morbidity and even maternal mortality rate (MMR) as the
standard process output, according to the results of the Millennium Development
Goals (MDGs) that the delay in getting adequate health care in place of
reference contribute indirectly against
maternal morbidity and mortality7. One of the government's efforts
to reduce MMR and IMR is the convening of maternal and neonatal health
services, namely quality basic services Basic Emergency Obstetric and Neonatal
(PONED) at the health center, and Services Comprehensive Emergency Obstetrics
and Neonatal (PONEK) in Hospital
District / City10.
In providing services to hospitalized patients
obstetrics refer to midwifery care include methods, assessment, diagnosis,
planning, action, client participation and evaluation. Nurses provide care
refers to care services include assessment, diagnosis, planning, implementation
and evaluation, as well as with doctors and other officers. Data attainment
indicators midwifery services in PONED based Bed Occupancy Ratio / bed use rate
(BOR), and the average length of Stay / d average length of patient
hospitalization (ALOS).
To investigate the problem and the variables that affect the perception of quality of service quality and patient satisfaction midwifery in PONED, used a scientific approach in finding a linkage between the variables so that the perception of the quality of service quality and patient satisfaction can be measured. The results obtained will be useful for managers in planning a strategy to improve the quality of obstetric patients in order to achieve satisfaction 11.12. The current state of the quality of inpatient obstetric not in accordance with the expected patient, and an expression of lack of patient satisfaction. Some dissatisfaction and complaints of patients regarding dimensions of quality of service such as the reliability of the officers, where the examination of patients not on time, service time long, responsiveness officers, such as slow getting care or treatment, than officers responding to patient complaints, guarantees, such as the duty officer bitchy and chatty, officers often wrong in installing a drip, empathy as those with less attention to the patient, the officer did not help the patient when the patient difficulty to the bathroom / dining and direct evidence as the rooms were dirty, uncomfortable, equipment damaged the patient's needs, and so on. 4.11.
There are problems that the number of old obstetric patients were hospitalized decreased not due indication of return, but return forced in 2009 the length of hospitalization for 3 days while in 2010 and 2011 to 2 days, while the number of bed use increased from the year 2009 only 28 % and in 2011 to 64%.
To investigate the problem and the variables that affect the perception of quality of service quality and patient satisfaction midwifery in PONED, used a scientific approach in finding a linkage between the variables so that the perception of the quality of service quality and patient satisfaction can be measured. The results obtained will be useful for managers in planning a strategy to improve the quality of obstetric patients in order to achieve satisfaction 11.12. The current state of the quality of inpatient obstetric not in accordance with the expected patient, and an expression of lack of patient satisfaction. Some dissatisfaction and complaints of patients regarding dimensions of quality of service such as the reliability of the officers, where the examination of patients not on time, service time long, responsiveness officers, such as slow getting care or treatment, than officers responding to patient complaints, guarantees, such as the duty officer bitchy and chatty, officers often wrong in installing a drip, empathy as those with less attention to the patient, the officer did not help the patient when the patient difficulty to the bathroom / dining and direct evidence as the rooms were dirty, uncomfortable, equipment damaged the patient's needs, and so on. 4.11.
There are problems that the number of old obstetric patients were hospitalized decreased not due indication of return, but return forced in 2009 the length of hospitalization for 3 days while in 2010 and 2011 to 2 days, while the number of bed use increased from the year 2009 only 28 % and in 2011 to 64%.
Of the various problems above the need for empirical research to prove and provide a description of the factors that affect the obstetric patient satisfaction. Thus the formulation of the issues raised are not yet known direct and indirect effects of the Standard Service, Quality of Service Quality Perception and Individual Characteristics of the Patients' satisfaction in PONED Health Center.
The purpose
of research is to know
the direct and indirect effect and the amount of standard obstetric care, the perception of the quality of service quality and the characteristics of the individual to the
satisfaction of obstetric patients during hospitalization in
PONED PHC. Results
from this study, which the authors hope to
provide an overview and information regarding service
standards, the perception of the
quality of health care quality
and characteristics of the individual, in order to achieve particular patient satisfaction patient care in inpatient
obstetrics unit.
Method
This study
used cross sectional approach. Retrieval of data held in December to January
2012 in a PONED. The entire study population obstetric patients who had been
hospitalized in PONED. While the sample taken from the population according to
the provisions set for the benefit of SEM analysis tools. In determining the
size of the sample (Sample Size) for SEM, there are several guidelines that
must be fulfilled one of which, ie the sample size depends on a parameter
estimation method used.
Etc...
