Defining Good Public Health Services from Its Satisfactory Perspectives: A Study on Patient Satisfaction at Arifin Achmad General Hospital of Pekanbaru of Indonesia

Abstract

This study aims to reveal the delivery of the inpatient health care at Arifin Achmad General Hospital of Pekanbaru, Riau Province of Indonesia, especially the health care meant for poor patients by looking at the dimensions of organizational commitment of service providers, the level of service satisfaction perceived by patients, and the implementation of service model. The results indicated that (1) organizational commitment is not strong enough to support the achievement of the vision and mission of the hospital as a result of high gaps between the vision and mission and the weak commitment from hospital personnel to implementing a good health care; (2) the level of satisfaction of the overall health care as perceived by patients was quite high which were based on key indicators derived from the patient despite the main and additional indicators showed that the number of items that did not satisfy were more than the items did; (3) a model of health care in the Arifin Achmad General Hospital which is run has not reached the expected level as defined in the hospital 's motto "Your Satisfaction is Our Happiness" and “Service with 5 'S' (Senyum, Salam, Sapa, Sopan, dan Santun)”. The study recommends that (1) the organizational commitment to provide a good health care need to be strengthened to reformulate the vision and mission of the hospital in a manner involving elements of management, employees and service users; (2) to improve patient satisfaction in health care, it needs to improve the effective feedback receiving mechanism through feedback forms in accordance with the characteristics of poor patients they serve and expectations of health services as perceived by service users; (3) implementation of the model of health care in hospitals needs to be reformulated by adding 5 'S' to 7 'S' (Senyum, Salam, Sapa, Sopan, Simpati, Sabar and Semangat) with the involvement of representatives of service users in formulating and evaluating health services delivery so that the hospital’s motto "Your Satisfaction is Our Happiness" can be realized.

Keywords: organizational commitment, health services, satisfaction, service model