THE CRITICAL DIMENSIONS OF PATIENT SATISFACTION AND TRUST: PATIENT-CENTERED HOSPITAL CARE
Penulis/Author
Prasojo Pribadi (1); Prof. Dr. Susi Ari Kristina, S.Farm., M.Kes., Apt. (2); Muhammad Junaid Farrukh (3)
Tanggal/Date
2024
Kata Kunci/Keyword
Abstrak/Abstract
Background: Patient-centered strategies must be implemented in healthcare management in hospitals to ensure the quality of services to meet patient needs and ensure a quality patient healthcare experience. This paper aims to examine the factors that influence patient satisfaction and quality outcomes and their impact on trust in hospitals.
Methods: Based on a questionnaire survey that was given to 300 outpatients at two largest private hospitals in Yogyakarta Province, this cross-sectional study uses a quantitative methodology. Partial least squares structural equation modeling was used for data analysis on a total of 198 valid questionnaires.
Results: The results of this study indicate that PCC quality has positive and significant effect on outcome quality and patient satisfaction (t>1.96; p<0>0.05). Moreover, outcome quality and patient satisfaction has positive and significant effect on trust in hospital (t>1.96; p<0.05).
Conclusion: PCC quality has positive and significant effect on outcome quality and patient satisfaction. In order to improve the quality of the relationship between patient and healthcare provider during medical encounters, empower patients to participate more in medical decision-making, and ensure the patient-provider relationship continues, health care providers need to change the way they think about healthcare by putting the patient at the center of care.
