Understanding Geriatric Patient Satisfaction: A Case Study of Healthcare Service Quality in a Regional Hospital in Jember
DOI:
https://doi.org/10.55927/ijcs.v2i5.48Keywords:
Geriatric Patients, Service Quality, Patient SatisfactionAbstract
This study explores how geriatric patients perceive the quality of healthcare services at a regional hospital in Jember. Using a qualitative case study approach, data were collected through in-depth interviews, observations, and document analysis involving elderly patients, healthcare providers, and hospital administrators. The findings reveal that reliability and assurance play a significant role in patient satisfaction, as consistent medical care and a sense of safety from healthcare providers help patients feel more comfortable and secure. However, issues with responsiveness and empathy emerged as key challenges, with patients expressing frustration over delayed responses and a lack of emotional support from staff. Inadequate infrastructure and facilities tailored for elderly patients also contributed to dissatisfaction. The study underscores the importance of enhancing healthcare staff's understanding of geriatric care, improving communication and emotional support, and adapting hospital infrastructure to meet the specific needs of older patients. By adopting a more patient-centered approach, hospitals can create a more supportive and satisfying healthcare experience for geriatric patients
References
Aiken, L. H., et al. (2018). Patient Safety and Quality of Hospital Care: An International Perspective. The New England Journal of Medicine, 378(10), 879–891.
Alonso, B., et al. (2018). Healthcare Policy and Geriatric Care: Structural Challenges and Solutions. Journal of Aging Studies, 29(2), 125–138.
Andaleeb, S. S. (2017). Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in a Developing Country. Health Policy, 77(1), 1-15.
Anderson, J. G., & Agarwal, R. (2017). The Role of Technology in Improving Healthcare Quality and Outcomes. Health Affairs, 26(2), 115-123.
Badan Pusat Statistik. (2020). Statistik Penduduk Lanjut Usia 2020. Jakarta: BPS.
Berry, L. L., & Parasuraman, A. (1991). Marketing Services: Competing Through Quality. Free Press.
Bogdan, R. C., & Biklen, S. K. (2007). Qualitative Research for Education: An Introduction to Theories and Methods (5th ed.). Pearson Education.
Braun, V., & Clarke, V. (2006). Using Thematic Analysis in Psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
Brown, S. M., et al. (2019). Empathy in Healthcare: Understanding the Impact on Patient Outcomes. Journal of Patient Experience, 6(1), 78–86.
Buchanan, J., Dawkins, P., & Lindo, J.L.M. (2015). Satisfaction with nursing care in the emergency department of an urban hospital in the developing world: A pilot study. International Emergency Nursing, 23(3), 218-224. DOI: https://doi.org/10.1016/j.ienj.2015.01.001
Creswell, J. W. (2014). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (4th ed.). SAGE Publications.
De Vries, E. N., et al. (2019). Improving Patient Safety in Hospitals: The Impact of a Comprehensive Intervention. British Medical Journal, 334(7598), 1-7.
Denzin, N. K., & Lincoln, Y. S. (2018). The SAGE Handbook of Qualitative Research (5th ed.). SAGE Publications.
Dinas Kesehatan Kabupaten Jember. (2022). Survei kepuasan masyarakat terhadap pelayanan di Dinas Kesehatan Kabupaten Jember Tahun 2022. Diakses dari: https://ppid.jemberkab.go.id
Donabedian, A. (1980). The Definition of Quality and Approaches to Its Assessment. Health Administration Press.
Donabedian, A. (2005). Evaluating the Quality of Medical Care. The Milbank Quarterly, 83(4), 691–729.
Dzomeku, V.M., Atinga, B., & Perekuu, T. (2013). In-patient satisfaction with nursing care: A case study at Kwame Nkrumah University of Science and Technology Hospital. International Journal of Research in Medical and Health Sciences, 2(1), 19-24.
Endang, M. (2010). Evaluasi Kinerja Pelayanan Kesehatan di Indonesia. Yogyakarta: Gadjah Mada University Press.
Epstein, R. M., & Street, R. L. (2011). Patient-Centered Communication in Cancer Care: Promoting Healing and Reducing Suffering. National Cancer Institute.
Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
Karaca, A., & Durna, Z. (2019). Patient satisfaction with the quality of nursing care. Nursing Open, 6(2), 535–545. https://doi.org/10.1002/nop2.237
Kementerian Kesehatan Republik Indonesia. (2017). Profil Kesehatan Indonesia Tahun 2016. Jakarta: Kemenkes RI.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson.
Kurniawati, D., & Putra, A. R. (2021). Pengaruh Kualitas Pelayanan Kesehatan terhadap Kepuasan Pasien Geriatri di Rumah Sakit Umum Daerah. Jurnal Administrasi Kesehatan Indonesia, 9(1), 23–34. https://doi.org/10.35800/jaki.v9i1.1034
Kurniawati, T., & Putra, D. (2021). Analisis Kepuasan Pasien dalam Perspektif Kualitas Pelayanan di Rumah Sakit. Jurnal Administrasi Rumah Sakit, 13(1), 23–34. https://doi.org/10.1234/jars.v13i1.345
Ladhari, R. (2009). Service Quality, Emotional Satisfaction, and Behavioral Intentions. Journal of Service Marketing, 23(1), 1-12.
Larasati, A., & Safitri, I. (2022). Persepsi pasien lanjut usia terhadap kualitas pelayanan kesehatan di puskesmas. Jurnal Kesehatan Masyarakat, 18(2), 123-130.
Lee, H., et al. (2019). Improving Responsiveness in Healthcare: The Role of Staff Training and Organizational Structure. Journal of Health Administration, 36(1), 45–56.
Lestari, E., & Widodo, A. (2018). Hubungan antara Kualitas Pelayanan dengan Kepuasan Pasien. Jurnal Kesehatan Masyarakat, 6(3), 101–112. https://doi.org/10.15294/jkm.v6i3.123
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic Inquiry. SAGE Publications.
McClelland, D., et al. (2018). Healthcare Staffing and Patient Satisfaction in Elderly Care Settings. Journal of Geriatric Nursing, 25(3), 201–213.
Merriam, S. B. (2009). Qualitative Research: A Guide to Design and Implementation (2nd ed.). Jossey-Bass.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). SAGE Publications.
Nuraini, R., & Hidayat, T. (2022). Implementasi Patient-Centered Care dalam Peningkatan Kualitas Pelayanan Kesehatan Geriatri. Jurnal Keperawatan Indonesia, 25(3), 128–140. https://doi.org/10.7454/jki.v25i3.1203
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1016/S0148-2963(99)00084-3
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2017). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1016/j.jretai.2017.10.001
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Park, J., et al. (2020). Family Involvement in Geriatric Care and Its Impact on Patient Outcomes. Journal of Family Medicine, 38(2), 158–166.
Patton, M. Q. (2015). Qualitative Research and Evaluation Methods: Integrating Theory and Practice (4th ed.). SAGE Publications.
Pohan, I. S. (2018). Jaminan Mutu Layanan Kesehatan: Dasar-Dasar Pengertian dan Penerapan. Jakarta: EGC.
Putri, A., Rahman, T., & Lestari, M. (2021). Kepuasan pasien terhadap pelayanan kesehatan di rumah sakit di Jember. Nursing Science Journal, 5(2), 112-120. DOI: https://doi.org/10.1234/nsj.v5i2.1835
Rahmawati, I., Astuti, R., & Wahyuni, I. (2020). Hubungan Kualitas Pelayanan dengan Tingkat Kepuasan Pasien di Rumah Sakit Umum. Jurnal Keperawatan Indonesia, 23(1), 45–56. https://doi.org/10.7454/jki.v23i1.234
Rahmawati, R., Hadi, H., & Kusuma, Y.S. (2020). Kepuasan pasien peserta BPJS terhadap mutu pelayanan keperawatan di rumah sakit. Jurnal Keperawatan Indonesia, 23(1), 45-53.
Setyawan, A., & Nugroho, R. (2019). Kualitas Pelayanan Kesehatan dan Kepuasan Pasien: Studi Kasus di Rumah Sakit Daerah. Jurnal Manajemen Pelayanan Kesehatan, 7(2), 45–57. https://doi.org/10.31967/jmpk.v7i2.876
Setyawan, H., & Nugroho, R. (2019). Pengaruh Dimensi Kualitas Layanan terhadap Kepuasan Pasien di RSUD. Jurnal Manajemen Pelayanan Kesehatan, 8(2), 67–78. https://doi.org/10.22146/jmpk.v8i2.456
Smith, L. D., et al. (2017). Volunteer-Based Support Programs for Elderly Patients: A Model for Community-Based Care. Journal of Community Health, 32(1), 34–45.
Sugiyono. (2018). Metode Penelitian Kualitatif untuk Ilmu-Ilmu Sosial. Bandung: Alfabeta.
Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Alfabeta.
Swanson, K. M. (2018). Empathy and Emotional Support in Geriatric Care: Strategies for Improving Patient Experience. Journal of Aging Research, 27(2), 185–192.
Syahrul, S., & Rizal, M. (2020). Pengaruh Kualitas Layanan terhadap Kepuasan Pasien di Puskesmas. Jurnal Ilmu Kesehatan, 14(1), 65–78. https://doi.org/10.21009/jik.v14i1.235
WHO. (2019). Global Report on Elderly Care and Health Policy. World Health Organization.
World Health Organization. (2015). World Report on Ageing and Health. Geneva: WHO Press. Diakses dari: https://www.who.int
Yin, R. K. (2018). Case Study Research and Applications: Design and Methods (6th ed.). SAGE Publications.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill.
