Assessment of Patient Satisfaction Level to Dental Health Care Services in Indonesia

Abstract

To know the level of patient satisfaction with dental healthcare services in Bantaeng, Indonesia. Material and Methods: This pilot pathfinder survey was conducted at Dental and Oral Health Services in Bantaeng and Pa'jukukang Sub-districts of Bantaeng Regency of South Sulawesi Indonesia. The Short-Form Patient Satisfaction Questionnaire (PSQ-18) scaled was used and it consists of 18 questions and seven subscales. The t-test and ANOVA were used with a significance level set at 5% (p<0.05). Results: The female participation (72.8%) was greater than the male (27.2). Regarding age, 74.6% were <40 years, 21.1% were between 40-60 years old and 4.4% were over 60 years old. On the subscale of technical quality, there was significant value in the age variable (p=0.45), education level (p=0.031), job (p=0.026), waiting time (p=0.46), distance to dentist=0.026), and location (p=0.007). There were significant values on the interpersonal aspect subscale that were present at age (p=0.016), education level (p=0.038), and occupation (p=0.007). The highest satisfaction score was found on the technical quality subscale (13.04 ± 1.75) and the lowest satisfaction score was seen on the general satisfaction subscale (4.11 ± 1.75). There was a significant difference between the value of patient satisfaction with age, education, and occupation. Conclusion: Patients from the District Bantaeng and Pa'jukukang Bantaeng regency of South Sulawesi were more satisfied with the service provided. The highest satisfaction score was found on the technical quality subscale and the lowest satisfaction score was found in the general satisfaction subscale.

Effect of Quality of Dental Health Services to Patient Satisfaction in Indonesia 2019: Importance-Performance Analysis

“…The results are also consistent with the research conducted in Vietnam, where many patients expressed their concern about the attitudes of some medical staff and doctors. In the context of health services, it seems that patients are more dissatisfied with the attitude of medical staff that are less friendly or attentive [46][47][48][49].…”

Tingkat Kepuasan Pasien terhadap Pelayanan di Poliklinik Gigi Rumah Sakit Hermina Manado

“…Hal ini sejalan dengan penelitian yang dilakukan oleh Inglehart 21 mengenai pengaruh waktu tunggu terhadap kepuasan pasien yang mendapatkan bahwa secara bermakna pasien merasa puas dengan pelayanan gigi yang dilakukan lebih awal dan tepat waktu dibandingkan waktu tunggu yang lama atau penyedia layanan terlambat (p<0,001). Berbeda dengan penelitian oleh Akbar et al 22 di Sulawesi Selatan yang melaporkan secara keseluruhan, waktu tunggu di klinik gigi tidak berpengaruh pada kepuasan pasien dan hubungannya dengan pasien atau penyedia layanan. Pada penelitian ini dapat dikatakan waktu tunggu sebagai salah satu faktor yang sangat berpengaruh yaitu pasien beranggapan bahwa lamanya waktu tunggu menghambat aktivitas, serta membuat pasien menunggu dapat menimbulkan ketidaknyaman bagi dokter gigi, penyedia layanan dan pasien.…”

Relationship marketing and satisfaction of external users of three dental centers specialized in Pediatric Dentistry. Lima, 2019

“…La satisfacción del paciente es un término relevante en la actualidad, al momento de medir la calidad de un servicio; esto debido al incremento de profesionales de odontología que ha desencadenado una competencia por liderazgo en costos más que por el servicio brindado. Cuando un paciente es satisfecho quiere decir que sus necesidades y expectativas con relación a la atención han sido cubiertas, lo que significa que la calidad de servicio cumple con lo esperado (1,2,3,4).…”