Strategic hospital health promotion on patient satisfaction through healthcare services quality
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Abstract
Patient satisfaction is when hospital services meet patients' needs, desires, or expectations. The government must promote everyone's right to health information and education, especially in hospitals, and guarantee comprehensive health services based on Minister of Health Regulation Number 004 of 2012 for optimal, effective, efficient, integrated, and sustainable hospital health services. The study was carried out using quantitative methods. Primary data was collected through questionnaires from patients at Royal Prima Medan Hospital, and 180 samples were obtained. Data was processed using SEM-PLS. The research results show that all hypotheses are accepted, and all variables have a positive and significant effect. The research results prove that implementing hospital health promotion helps improve the quality of health services (t-statistic value 7.294) and increase patient satisfaction (t-statistic value 4.419). Patients will be more loyal if their expectations are met from the health promotion carried out and the quality of service they perceive (t-statistic value 2.142). So, it can be concluded that government policy is appropriate in providing direction for hospitals to promote hospital health. Patients expect hospitals to have good service quality, cleanliness, and comfortable health facilities for patient satisfaction. Patients will be more loyal if their expectations are met, based on the perception of service quality and promotions carried out by the hospital, through the quality of personnel, and the empowerment of the community around the hospital.
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How to Cite
Siregar, N., Girsang, E. and Wau, H. (2024) “Strategic hospital health promotion on patient satisfaction through healthcare services quality”, Science Midwifery, 12(2), pp. 676-685. doi: 10.35335/midwifery.v12i2.1527.
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Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling. Handbook of Market Research, 587–632. https://doi.org/10.1007/978-3-319-57413-4_15
Sreenivas, T., Srinivasarao, B., & Srinivasa, R. U. (2013). Case Study : An Analysis on Marketing Mix in Hospitals Analysis on Marketing Mix in Sample Hospitals. Advances In Management, 6(46), 46–56.
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Zhang, X., & Oyama, T. (2016). Investigating the health care delivery system in Japan and reviewing the local public hospital reform. Risk Management and Healthcare Policy, 21. https://doi.org/10.2147/RMHP.S93285
Zhou, T., Liu, X., Jia, W., Yang, H., Sun, Z., & Ding, Y. (2021). Practice and New Direction of Promoting the Construction of Managing System of Modern Hospital. Journal of Clinical and Nursing Research, 5(1). https://doi.org/10.26689/jcnr.v5i1.1788
Akbolat, M., Amarat, M., Ünal, Ö., & Sütlü, E. S. (2023). The mediating role of hospital reputation in the effect of doctor reputation on patients loyalty. International Journal of Healthcare Management, 16(1), 12–18. https://doi.org/10.1080/20479700.2022.2062853
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., & Amenta, P. (2015). Conceptualisation of patient satisfaction: a systematic narrative literature review. Perspectives in Public Health, 135(5), 243–250. https://doi.org/10.1177/1757913915594196
Bleustein, C., Rothschild, D. B., Valen, A., Valaitis, E., Schweitzer, L., & Jones, R. (2014). Wait times, patient satisfaction scores, and the perception of care. American Journal of Managed Care, 20(5), 393–400.
Carrigan, A., Roberts, N., Clay-Williams, R., Hibbert, P. D., Pomare, C., Mahmoud, Z., Maka, K., Mitchell, R., Zurynski, Y., Long, J. C., Rapport, F., Arnolda, G., Loy, G., & Braithwaite, J. (2022). Innovative models of care for the health facility of the future: a protocol for a mixed-methods study to elicit consumer and provider views. BMJ Open, 12(11), e059330. https://doi.org/10.1136/bmjopen-2021-059330
Eriksen, L. R. (1995). Patient Satisfaction With Nursing Care: Concept Clarification. Journal of Nursing Measurement, 3(1), 59–76. https://doi.org/10.1891/1061-3749.3.1.59
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. In Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2021). Model Persamaan Struktural Partial Least Squares (PLS) : Aplikasi Dengan Program R Paket plspm, semPls dan seminR.
H Gage, R. C., J Hart, S. H., & H Thomas, A. K. L. S. (2002). The measurement of satisfaction practice from a systematic review. Health Technology Assessment, 6(32), date accessesd 11/26/2013.
Haykal, T., Al-Dulaimi, R., Sidahmed, S., Velagapudi, R., Fahr, N., Saeed, S., & Bachuwa, G. (2020). Understanding the means of communication between nurses and resident physicians in the modern world: A community-based university hospital survey results. Journal of Community Hospital Internal Medicine Perspectives, 10(2), 107–110. https://doi.org/10.1080/20009666.2020.1751515
Iliopoulos, E., & Priporas, C.-V. (2011). The effect of internal marketing on job satisfaction in health services: a pilot study in public hospitals in Northern Greece. BMC Health Services Research, 11(1), 261. https://doi.org/10.1186/1472-6963-11-261
Index, G. H. S. (2021). 2021 GHS Index Country Profile for Indonesia. https://ghsindex.org/country/indonesia/
Jamal Ali, B., & Anwar, G. (2021). The Effect of Marketing Culture Aspects of Healthcare Care on Marketing Creativity. International Journal of English Literature and Social Sciences, 6(2), 171–182. https://doi.org/10.22161/ijels.62.25
King, L., Minyaev, S., Grantham, H., & Clark, R. A. (2024). Opinions of Nurses and Physicians on a Patient, Family, and Visitor Activated Rapid Response System in Use Across Two Hospital Settings. The Joint Commission Journal on Quality and Patient Safety, 50(4), 269–278. https://doi.org/10.1016/j.jcjq.2024.01.002
Lacap, J. P., & Alfonso, K. J. (2022). The Mediating Role of Patient Loyalty on the Relationship Between Satisfaction on Physical Environment and Intention to Recommend. Asia-Pacific Social Science Review, 22(2), 83–99.
MacStravic, R. E. S. (2008). Beyond Patient Satisfaction: Building Patient Loyalty. 279.
Mahon, P. Y. (1996). An analysis of the concept ‘patient satisfaction’ as it relates to contemporary nursing care. Journal of Advanced Nursing, 24(6), 1241–1248. https://doi.org/10.1111/j.1365-2648.1996.tb01031.x
McConnell, K. J., Lindrooth, R. C., Wholey, D. R., Maddox, T. M., & Bloom, N. (2016). Modern Management Practices and Hospital Admissions. Health Economics, 25(4), 470–485. https://doi.org/10.1002/hec.3171
Merkouris, Ifantopoulos, LANARA, & LEMONIDOU. (1999). Patient satisfaction: a key concept for evaluating and improving nursing services. Journal of Nursing Management, 7(1), 19–28. https://doi.org/10.1046/j.1365-2834.1999.00101.x
Omachonu, V. K., & Einspruch, N. G. (2010). Innovation in healthcare delivery systems: A conceptual framework. Innovation Journal, 15(1), 1–20.
RI, P. (2018). Permenkes RI No. 44 tentang Penyelenggaraan Promosi Kesehatan Rumah Sakit. Kementrian Kesehatan Republik Indonesia.
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling. Handbook of Market Research, 587–632. https://doi.org/10.1007/978-3-319-57413-4_15
Sreenivas, T., Srinivasarao, B., & Srinivasa, R. U. (2013). Case Study : An Analysis on Marketing Mix in Hospitals Analysis on Marketing Mix in Sample Hospitals. Advances In Management, 6(46), 46–56.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alphabet.
Sullivan, G. M., & Artino, A. R. (2013). Analyzing and Interpreting Data From Likert-Type Scales. In Journal of Graduate Medical Education (Vol. 5, Issue 4). https://doi.org/10.4300/jgme-5-4-18
Suwarno, B., & Nugroho, A. (2023). Kumpulan Variabel-Variabel Penelitian Manajemen Pemasaran (Definisi & Artikel Publikasi).
Suwarno, B., Rizal, S., Novalinda Ginting, C., Girsang, E., Alamsyah, B., & Tua Siregar, R. (2023). Analysis of Post-COVID-19 Hospital Service Quality: A Study Based on Patient Perceptions. European Business & Management. https://doi.org/10.11648/j.ebm.20230902.11
van Boerdonk, P. J. M., Krikke, H. R., & Lambrechts, W. (2021). New business models in circular economy: A multiple case study into touch points creating customer values in health care. Journal of Cleaner Production, 282, 125375. https://doi.org/10.1016/j.jclepro.2020.125375
Zhang, X., & Oyama, T. (2016). Investigating the health care delivery system in Japan and reviewing the local public hospital reform. Risk Management and Healthcare Policy, 21. https://doi.org/10.2147/RMHP.S93285
Zhou, T., Liu, X., Jia, W., Yang, H., Sun, Z., & Ding, Y. (2021). Practice and New Direction of Promoting the Construction of Managing System of Modern Hospital. Journal of Clinical and Nursing Research, 5(1). https://doi.org/10.26689/jcnr.v5i1.1788