Patient Feedback and Satisfaction

In public service, customer satisfaction has its portion to pay attention too. Customer satisfaction is one of the foundations for agencies/institutions/companies that must be strengthened. As a company that provides public services in the health sector, Premier Bintaro Hospital needs to know the level of patient satisfaction with the services and facilities provided. For this reason, we conducted a satisfaction survey to patients who come to seek medical treatment at the Premier Bintaro Hospital.

The survey held in February and August 2019 then collaborated with the SEM Institute. SEM Institute itself is a national private institution engaged in strategic policy research and marketing. Support from professional experts and interviewers has made the SEM Institute trusted by many organisations, government agencies and companies from various sectors, including hospitals. This survey is a quantitative survey conducted face to face interview with 500 respondents, consisting of 250 inpatients and 250 outpatients.

This survey covers respondents’ satisfaction with the services provided by hospitals for both inpatient and outpatient services, medical services and non-medical services. We expect the results of this survey will be able to give a new spirit for better and holistic services at Premier Bintaro Hospital.

In the outpatient services (polyclinic) the survey covers respondents' satisfaction with the services of doctors, nurses, pharmacy, administration, registration/registration, and public polyclinic facilities. For physician services, respondents were asked about explanations of the medical information provided by doctors, on-time arrival, and doctor's attitude. The survey results showed a very good percentage of satisfaction with an average of 98.3%. Nurse services at the clinic also showed an excellent percentage of satisfaction. The survey focuses on respondents' satisfaction with nurses' skills, speed of service, and nurses' attitudes, which are overall shown with a percentage of satisfaction of more than 98.8%.

Next survey regarding outpatient pharmaceutical services. Respondents seemed very satisfied with the explanation of the use of drugs and the attitude of pharmaceutical officials. This can be seen from the excellent satisfaction percentage, which is above 99.0%. Although the respondents were quite satisfied with the waiting time for prescription drugs in the outpatient pharmacy.

For patient admission services which include the speed of registration officer service, staff attitude, and operator friendliness showed very satisfying results with an average of above 96.0%. Respondents' satisfaction with the ease of contacting telephone operators showed better results compared to the previous year. Furthermore, for administrative services, respondents were asked about their satisfaction with the speed of service and the attitude of officers. Respondents seemed very satisfied with this point, as evidenced by the results of a survey that showed a percentage of satisfaction above 94.9%. For polyclinic facilities which include public toilets, comfort, and cleanliness also get a very good response. It can be seen from the satisfaction of respondents above 97%.

The following is the percentage of respondents' satisfaction with inpatient services:

The next survey turned to the inpatient department. SEM institute surveyed respondents' satisfaction with the services of specialist doctors, general practitioners/guardians, nurse services, medical support services, administration and inpatient cashiers, general services, food, and room facilities. Overall, respondents were very satisfied, and this can be seen from the percentage of satisfaction on average 99%.

In the specialist doctor's service, respondents were asked about their satisfaction with medical explanations and information, the time of the specialist's visit, therapeutic communication, and the doctor's attitude. Excellent results come from the respondent's answer, which stated that the satisfaction level was above 99%. Respondents were also very satisfied with the services of general practitioners. In terms of explanations and medical information provided by doctors, the speed of responses, and attitudes of physicians, the average satisfaction is 99.0%.

Survey related to nursing services in the inpatient room, includes information and pain management, proper handwashing education, explanation of nursing planning, information and knowledge, speed of response and nurses' attitudes. Respondents were very satisfied with the services of nurses in the inpatient room, seen from the percentage of satisfaction above 98.0%.

For medical support services in this case of education by nutritionists, physiotherapy staff skills, radiology staff skills, and laboratory staff skills show outstanding satisfaction. It is above 99.0%. Likewise, with inpatient registration administration services, the percentage of satisfaction obtained by an average of 96%.

Respondents showed very good satisfaction with inpatient cashier administration services with an average percentage satisfaction of 98%. This figure is better than the one obtained last year. An inpatient survey was also conducted to find out respondents' satisfaction with public services such as parking facilities, attitudes of security officers, and housekeeping officers, food service, and room facilities. Respondents seemed very satisfied with this matter where the survey results showed a percentage of satisfaction above 92.0%.

The following is the percentage of respondents' satisfaction with inpatient services:

Bill Gates once revealed that the most dissatisfied customers with your service are your greatest learning resources. For this reason, Bintaro Premier Hospital is fully aware that the results of this survey do not stop there. The results that have been obtained will be an evaluation as well as a reference to optimize holistic and complete health services at the Premier Bintaro Hospital. Providing the best and satisfying service from all lines is one of the efforts of the hospital in pursuing the patient's healing process. The results of this survey will also be lessons and guidelines for improving services when deficiencies are found elsewhere.