Analysis of Patient Experience

Oct 13, 2025 by windailys.com 34 views

Introduction

Patient experience in health services has a significant role in assessing the quality of service and the level of customer satisfaction. In their evaluation, patients often use past experience as a reference when utilizing health facilities. This study aims to identify the experience of patients in the Mother Thamrin General Hospital in Medan in 2019, especially in four aspects of service: environment, administration, internal medicine, and pharmacy.

The quality of healthcare services is not only determined by the medical treatment provided but also by the overall experience of patients during their visit to the hospital. A positive patient experience can lead to increased patient satisfaction, loyalty, and trust in the healthcare provider. On the other hand, a negative experience can result in decreased patient satisfaction, loyalty, and trust, ultimately affecting the reputation of the hospital.

Methodology

This type of research is a descriptive survey with a quantitative approach. The population studied was all poly disease patients who had used a minimum of three visits, with a sample of 55 patients visiting during the study period. Data obtained through a questionnaire which was then analyzed descriptively.

The questionnaire used in this study consisted of four sections, each focusing on one of the four aspects of service: environment, administration, internal medicine, and pharmacy. The questions were designed to gather information on patients' experiences, perceptions, and satisfaction levels with each aspect of service.

Results

The results of this study showed that patient experience in environmental services was categorized as bad, with 28 respondents (50.9%) expressing dissatisfaction. On the other hand, administrative services show more positive results with 41 respondents (74.5%) assesses that the service is good. However, services in poly disease in getting a negative response from 54 respondents (98.2%) who also felt dissatisfied. Pharmaceutical services are also categorized as bad, with 30 respondents (54.5%) expressing dissatisfaction, especially related to waiting time that exceeds the standard of one and a half hours.

The results of this study highlight the importance of improving patient experience in healthcare services. The high dissatisfaction rate in environmental and pharmaceutical services indicates that there is a need for improvement in these areas.

Analysis of Patient Experience

Analysis of patient experience shows that high dissatisfaction in aspects of environmental and pharmaceutical services is the main spotlight. Patients complain of lack of facilities, especially in terms of adequate parking. Conversely, the patient's experience in administrative and poly services tends to be good, which shows that both aspects have met the patient's expectations.

The results of this study suggest that patient experience is influenced by various factors, including the quality of facilities, waiting time, and the level of service provided. Patients who experience a positive interaction with healthcare providers are more likely to report high satisfaction levels.

Conclusion

To improve the patient's overall experience, it is important for the Mother Thamrin General Hospital to make improvements in two aspects that are considered bad, namely environmental and pharmaceutical services. Provision of better facilities and reduction of waiting time in pharmacy can significantly increase patient satisfaction. In addition, efforts to increase awareness of the importance of health services must also be part of the hospital development strategy.

By understanding and improving aspects of service that are not satisfactory, hospitals can not only improve the quality of their services, but also build higher trust and satisfaction than patients. This not only has a positive impact on patients, but also improves the image of the hospital in the eyes of the community.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improvement of Environmental Services: The hospital should improve the quality of facilities, including parking, to reduce patient dissatisfaction.
Reduction of Waiting Time in Pharmacy: The hospital should reduce waiting time in pharmacy to improve patient satisfaction.
Increase Awareness of Health Services: The hospital should increase awareness of the importance of health services among patients to improve patient satisfaction.
Continuous Monitoring and Evaluation: The hospital should continuously monitor and evaluate patient experience to identify areas for improvement.

By implementing these recommendations, the Mother Thamrin General Hospital can improve patient experience, increase patient satisfaction, and build higher trust and satisfaction among patients.

Limitations of the Study

This study has several limitations, including:

Small Sample Size: The sample size of this study is relatively small, which may limit the generalizability of the findings.
Self-Reported Data: The data used in this study is self-reported, which may be subject to biases and inaccuracies.
Limited Scope: This study only focuses on patient experience in four aspects of service, which may not capture the full range of patient experiences.

Despite these limitations, this study provides valuable insights into patient experience in healthcare services and highlights the importance of improving patient experience to increase patient satisfaction and trust.

Future Research Directions

Future research should focus on:

Large-Scale Studies: Conducting large-scale studies to increase the generalizability of the findings.
Mixed-Methods Approach: Using a mixed-methods approach to gather both quantitative and qualitative data.
Longitudinal Studies: Conducting longitudinal studies to track changes in patient experience over time.

By addressing these limitations and expanding the scope of the study, future research can provide more comprehensive insights into patient experience in healthcare services and inform strategies to improve patient experience.

Q: What is patient experience in healthcare services?

A: Patient experience in healthcare services refers to the overall experience of patients during their visit to a healthcare facility, including their interactions with healthcare providers, the quality of care provided, and the overall satisfaction with the service.

Q: Why is patient experience important in healthcare services?

A: Patient experience is important in healthcare services because it affects patient satisfaction, loyalty, and trust in the healthcare provider. A positive patient experience can lead to increased patient satisfaction, loyalty, and trust, while a negative experience can result in decreased patient satisfaction, loyalty, and trust.

Q: What are the four aspects of service that were studied in this research?

A: The four aspects of service that were studied in this research are:

Environment: This includes the physical facilities and amenities provided by the hospital, such as parking, waiting areas, and cleanliness.
Administration: This includes the administrative processes and procedures used by the hospital, such as registration, billing, and communication with patients.
Internal Medicine: This includes the medical treatment and care provided by the hospital's internal medicine department.
Pharmacy: This includes the pharmacy services provided by the hospital, including the availability of medications and the waiting time for prescriptions.

Q: What were the results of the study in terms of patient experience?

A: The results of the study showed that patient experience in environmental services was categorized as bad, with 28 respondents (50.9%) expressing dissatisfaction. On the other hand, administrative services show more positive results with 41 respondents (74.5%) assesses that the service is good. However, services in poly disease in getting a negative response from 54 respondents (98.2%) who also felt dissatisfied. Pharmaceutical services are also categorized as bad, with 30 respondents (54.5%) expressing dissatisfaction, especially related to waiting time that exceeds the standard of one and a half hours.

Q: What are the recommendations for improving patient experience in healthcare services?

A: The recommendations for improving patient experience in healthcare services include:

Improvement of Environmental Services: The hospital should improve the quality of facilities, including parking, to reduce patient dissatisfaction.
Reduction of Waiting Time in Pharmacy: The hospital should reduce waiting time in pharmacy to improve patient satisfaction.
Increase Awareness of Health Services: The hospital should increase awareness of the importance of health services among patients to improve patient satisfaction.
Continuous Monitoring and Evaluation: The hospital should continuously monitor and evaluate patient experience to identify areas for improvement.

Q: What are the limitations of the study?

A: The limitations of the study include:

Small Sample Size: The sample size of this study is relatively small, which may limit the generalizability of the findings.
Self-Reported Data: The data used in this study is self-reported, which may be subject to biases and inaccuracies.
Limited Scope: This study only focuses on patient experience in four aspects of service, which may not capture the full range of patient experiences.

Q: What are the future research directions?

A: Future research should focus on:

Large-Scale Studies: Conducting large-scale studies to increase the generalizability of the findings.
Mixed-Methods Approach: Using a mixed-methods approach to gather both quantitative and qualitative data.
Longitudinal Studies: Conducting longitudinal studies to track changes in patient experience over time.