Description of Patient Satisfaction Levels in the Aspects of Facilities, Empathy, and Assurance for Dental Health Services at the Bandung Dental Health Clinic during the Adaptation of New Habits in the Era of the Covid-19 Pandemic
DOI:
https://doi.org/10.35335/midwifery.v10i4.717Keywords:
Assurance, Covid-19, Facilities, SatisfactionAbstract
Dental and oral health services at various health care facilities during the Covid-19 pandemic implemented stricter security procedures with health protocols set by WHO. Various rules that must be carried out by the center of health care facilities in preventing the transmission of Covid-19 can have an impact on patient satisfaction. Assessment of patient satisfaction indicators include tangible, empathy, assurance, reliability and responsiveness. This study aims to determine the level of patient satisfaction with dental health services at the Bandung Dental Health Clinic during the adaptation of new habits in the Covid-19 pandemic era in terms of facilities, empathy and assurance. This type of research is analytic with a cross sectional design. Samples were patients who received health services at the JKG Clinic, Poltekkes Kemenkes Bandung, selected by purposive sampling as many as 40 respondents. Data obtained from questionnaires through google form. Analysis of hypothesis testing using Spearman Rank correlation. The results of this study indicate that the level of patient satisfaction in terms of facilities, empathy and assurance at the JKG Clinic, Poltekkes, Ministry of Health, Bandung, is in the very satisfied category with scores between 87.5% - 95%. Spearman Rank correlation analysis with p value = 0.000 <0.05, shows that there is a relationship between the level of patient satisfaction with aspects of facilities, empathy and guarantee of dental health services. The correlation coefficient value of the facility aspect to satisfaction is 0.519 which means that the relationship is strong and the correlation coefficient value of empathy and assurance aspects to satisfaction is 0.707, which means the relationship is very strong. The conclusion of this study is that the level of patient satisfaction with dental health services at the Bandung Dental Health Clinic during the adaptation of new habits in the Covid-19 pandemic era is related to aspects of facilities, empathy and assurance.
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References
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Wulan, I. G. A. S., Pertiwi, N. K. F. R., & Prasetya, M. A. (2019). Gambaran Tingkat Kepuasan Pasien Peserta BPJS dan Pasien Umum Terhadap Pelayanan di Faskes Tingkat Pertama Poli Gigi Puskesmas IV Denpasar Selatan. Bali Dental Journal, 3(2), 64–69. http://jkg-udayana.org/ojs/index.php/bdj/article/view/166
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Amorim, L. P., Senna, M., Alencar, G. P., Rodrigues, L. G., de Paula, J. S., & Ferreira, R. C. (2019). User satisfaction with public oral health services in the Brazilian Unified Health System. BMC oral health, 19(1), 126. https://doi.org/10.1186/s12903-019-0803-8
Anggia, P., Yandi, S., & Mahata, I. B. E. (2020). Kepuasan Pasien Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS Kesehatan) Terhadap Kualitas Dua Fasilitas Pelayanan Kesehatan Gigi. Padjadjaran Journal of Denal Researcher and Student, 4(2), 43–50. https://doi.org/10.24198/pjdrs.v3i2.25763
Alhozgi, A., Feine, J. S., Tanwir, F., Shrivastava, R., Galarneau, C., & Emami, E. (2021). Rural-urban disparities in patient satisfaction with oral health care: a provincial survey. BMC oral health, 21(1), 261. https://doi.org/10.1186/s12903-021-01613-0
Aquiono, C. C., pane, M., Harianja, E., Nababan, D., & Bancin, D. (2021). Analisis Kualitas Pelayanan Kesehatan Dengan Tingkat Kepuasan Pasien di Poliklinik Gigi dan Mulut Rumah Sakit Bhayangkara TK II Medan Tahun 2021. Journal Of Healthcare Technology and Medicine, 7(2). https://doi.org/10.33143/jhtm.v7i2.1637
Astuti, S., Nyorong, M., & Januariana, N. E. (2020). Pengaruh Pelayanan Kesehatan Gigi Dan Mulut Terhadap Kepuasan Pasien Di Puskesmas Sentosa Baru Kota Medan. Jurnal Kesmas Prima Indonesia, 2(2), 26–37. https://doi.org/10.34012/jkpi.v2i2.976
Afrashtehfar, K. I., Assery, M., & Bryant, S. R. (2020). Patient Satisfaction in Medicine and Dentistry. International journal of dentistry, 6621848. https://doi.org/10.1155/2020/6621848
Aulia, R., Adhani, R., Taufiqurrahman, I., & Hatta, I. (2017). Pengaruh Kualitas Pelayanan Kesehatan Gigi dan Mulut Terhadap Kepuasan Pasien BPJS di Layanan Primer Banjarmasin. DENTINO Jurnal Kedokteran Gigi, II(1), 95–100. http://dx.doi.org/10.20527/dentino.v2i1.2608.g2266
Bansal, M., Gupta, N., Saini, G. K., & Sharma, N. (2018). Satisfaction level among patients visiting a rural dental institution toward rendered dental treatment in Haryana, North India. Journal of education and health promotion, 7, 81. https://doi.org/10.4103/jehp.jehp_20_18
Barabari, P., & Moharamzadeh, K. (2020). Novel Coronavirus (COVID-19) and Dentistry-A Comprehensive Review of Literature. Dentistry journal, 8(2), 53. https://doi.org/10.3390/dj8020053
Cărămidă, M., Țâncu, A., Imre, M., Dumitrache, M. A., Mihai, C., & Sfeatcu, R. (2021). Patients' Perspective on Their Experience of Dental Treatments Covered by Public Health Insurance in Romania-A Pilot Study. International journal of environmental research and public health, 19(1), 272. https://doi.org/10.3390/ijerph19010272
Çelik, O. E., & Cansever, İ. H. (2021). Evaluation of the effects of the COVID-19 pandemic on dentistry. Clinical and experimental dental research, 7(6), 943–950. https://doi.org/10.1002/cre2.466
Eslamipour, F., Heydari, K., Ghaiour, M., & Salehi, H. (2018). Access to dental care among 15-64 year old people. Journal of education and health promotion, 7, 46. https://doi.org/10.4103/jehp.jehp_99_17
Gaffar, B., Alhumaid, J., Alhareky, M., Alonaizan, F., & Almas, K. (2020). Dental Facilities During the New Corona Outbreak: A SWOT Analysis. Risk management and healthcare policy, 13, 1343–1352. https://doi.org/10.2147/RMHP.S265998
Ghanbarzadegan, A., Bastani, P., Luzzi, L., & Brennan, D. (2021). Inequalities in utilization and provision of dental services: a scoping review. Systematic reviews, 10(1), 222. https://doi.org/10.1186/s13643-021-01779-
Herkrath, F. J., Vettore, M. V., & Werneck, G. L. (2020). Utilisation of dental services by Brazilian adults in rural and urban areas: a multi-group structural equation analysis using the Andersen behavioural model. BMC public health, 20(1), 953. https://doi.org/10.1186/s12889-020-09100-x
Jalias, S., Arman & Idris, F. P. (2020). Pengaruh Mutu Pelayanan Kesehatan Gigi Dan Mulut Terhadap Minat Kembali Pasien Melalui Tingkat Kepuasan Di Puskesmas Tamalate Makassar 2020. Journal of Muslim Community Health, 1(2), 37–49. https://doi.org/10.52103/jmch.v1i2.243
Kementerian Kesehatan RI. 2018. Laporan Nasional RISKESDAS 2018. In Kementrian Kesehatan RI. https://dinkes.kalbarprov.go.id/wp-content/uploads/2019/03/Laporan-Riskesdas-2018-Nasional.pdf
Kementerian Kesehatan RI. 2021. Pedoman Pelayanan Rumah Sakit Pada Masa Pandemi Covid-19 (Revisi 1). Jakarta: Direktorat Jenderal Pelayanan Kesehatan.
Meilasari, W., Suwindere, W., & Polii, H. (2018). Tingkat Kepuasan Pasien Dewasa Pada Pelayanan Radiografi Panoramik Di Instalasi Radiologi Rumah Sakit Gigi Dan Mulut Maranatha. Padjadjaran Journal of Dental Researchers and Students, 2(2), 87. https://doi.org/10.24198/pjdrs.v2i2.22511
Nurhaeni & Abdullah, N. (2018).Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Gigi Dan Mulut Di Puskesmas Bangkala Kabupaten Jeneponto. Media Kesehatan Gigi, 17(2). https://doi.org/10.32382/mkg.v17i2.
Parvaie, P., & Osmani, F. (2022). Dentistry during COVID-19: patients' knowledge and satisfaction toward health protocols COVID-19 during dental treatment. European journal of medical research, 27(1), 3. https://doi.org/10.1186/s40001-021-00629-
Putri, P., Handoko, S. A., Nopiyani, N. M., Utami, N. W., Pertiwi, N. K. (2019). Tingkat Kepuasan Pasien Jaminan Kesehatan Nasional Terhadap Mutu Pelayanan Kesehatan Gigi Dan Mulut Di Poliklinik Gigi Dan Mulut RSUD Badung Mangusada. Bali Dental Journal, 3, 103–113. https://doi.org/10.37466/bdj.v3i2.33
Quadri, F. A., Jafari, F. A., Albeshri, A. T., & Zailai, A. M. (2018). Factors influencing Patients' Utilization of Dental Health Services in Jazan, Kingdom of Saudi Arabia. International journal of clinical pediatric dentistry, 11(1), 29–33. https://doi.org/10.5005/jp-journals-10005-1479
Raharja, Y. D., Kusumadewi, S., & Astiti, D. P. (2018). Gambaran Tingkat Kepuasan Pasien Terhadap Kualitas Pelayanan Kesehatan Di Poliklinik Gigi Dan Mulut Rumah Sakit Umum Puri Raharja. ODONTO : Dental Journal, 5(1), 34. https://doi.org/10.30659/odj.5.1.34-44
Rizal, A & Jalpi A. (2018).Analisis Faktor Internal Penentu Kepuasan Pasien Puskesmas Kota Banjarmasin. Al-Ulum: Jurnal Sains dan Teknologi, 4(1) 1-6 https://ojs.uniska-bjm.ac.id/index.php/JST/issue/view/238
Sadaningsih, D. P., Listiyawati, & Irsal, I. (2022). Gambaran Tingkat Kepuasan Mutu Pelayanan Poliklinik Gigi Rumah Sakit TK. IV Samarinda Selama Masa Pandemi COVID-19. Jurnal Sains Dan Kesehatan, 4(1), 242–247. https://doi.org/10.25026/jsk.v4i1.1097
Sofyana, C. R., Harahap, J., & Zein, U. (2020). Analisis Kualitatif Kepuasan Pasien Terhadap Pelayanan Kesehatan Gigi Di Poli Klinik Gigi Dan Mulut Di Rsud Tgk Chik Ditiro Sigli". Journal of Healthcare Technology and Medicine, 6(2), 1221. https://doi.org/10.33143/jhtm.v6i2.1175\
Sugiyono (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alphabet.
Syafrudin, Masyitoh, S., & Rosyanawaty, T. 2014. Manajemen Mutu Pelayanan Kesehatan Untuk Bidan (Jusirman & T. Ismail (Eds.)). CV. Trans Info Media.
Valdez, R., Aarabi, G., Spinler, K., Walther, C., Seedorf, U., Heydecke, G., Buczak-Stec, E., König, H. H., & Hajek, A. (2020). Association between Subjective Well-Being and Frequent Dental Visits in the German Ageing Survey. International journal of environmental research and public health, 17(9), 3207. https://doi.org/10.3390/ijerph17093207
Wulan, I. G. A. S., Pertiwi, N. K. F. R., & Prasetya, M. A. (2019). Gambaran Tingkat Kepuasan Pasien Peserta BPJS dan Pasien Umum Terhadap Pelayanan di Faskes Tingkat Pertama Poli Gigi Puskesmas IV Denpasar Selatan. Bali Dental Journal, 3(2), 64–69. http://jkg-udayana.org/ojs/index.php/bdj/article/view/166
Yunus, M., & Asriyadi, H. (2018). Tingkat kepuasan pasien terhadap pelayanan pemeriksaan radiografi di Rumah Sakit Gigi dan Mulut Universitas Hasanuddin. Makassar Dent J, 7(3), 133–136. https://doi.org/10.35856/mdj.v7i3.244
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Published
2022-10-20
How to Cite
Dewi Sodja Laela (2022) “Description of Patient Satisfaction Levels in the Aspects of Facilities, Empathy, and Assurance for Dental Health Services at the Bandung Dental Health Clinic during the Adaptation of New Habits in the Era of the Covid-19 Pandemic”, Science Midwifery, 10(4), pp. 3184–3191. doi: 10.35335/midwifery.v10i4.717.
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