CULTURAL-PSYCHOLOGICAL ELEMENTS AND ACHIEVEMENT OF MINIMUM SERVICE STANDARDS IN ISLAMIC HOSPITAL SURABAYA

Authors

  • Riska Indriani Department of Health Policy and Administration, Faculty of Public Health, Airlangga University, Indonesia.
  • Nuzulul Kusuma Putri Department of Health Policy and Administration, Faculty of Public Health, Airlangga University, Indonesia.
  • Budhi Setianto Department of Health Policy and Administration, Faculty of Public Health, Airlangga University, Indonesia.

Keywords:

Cultural-psychological elements, Health service quality, Minimum service standards

Abstract

Background: Patient satisfaction is an important indicator for the quality of health services. Inpatient satisfaction (72%-77%) and outpatient (75%%-57%) and net death rate (0-85%) in the Islamic Hospital Surabaya from 2015-2017 has not fulfilled the minimum service standards from the Health Minister Act No.129/2008. The observational study using a cross sectional design was deployed for this finding. A survey was conducted at 15 work units over a three  month period, namely emergency, outpatient, inpatient, radiology, laboratory, pharmacy and special care. 

Objective: This study aims to identify the cultural-psychological element and examine the factors that influence the achievement of the minimum service standards. 

Method: a survey was conducted in 15 work units, distributed in the emergency department, outpatient, inpatient, radiology, laboratory, pharmacy and special care. 179 staff were involved as the source of information. 

Results: Only nine  work units reached the minimum service standards category. The cultural-psychological element was categorized as the highest cause. Value and belief on the quality of service resulted to 73.3%, while expectations had a 53.3%. All the cultural-psychological elements of the values ​​and beliefs  have  shown tosignificantly affect the quality of the services positively. 

Conclusion: This study recommends the preparation of the minimum service standards, specifically for certain units in order to assess the quality of service that can be measured properly.

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Published

2020-08-18

Issue

Vol 23 Suppl 1 (2020)

Section

Research article

License

All authors agree that the article, if editorially accepted for publication, shall be licensed under the Creative Commons Attribution License 4.0 to allow others to freely access, copy and use research provided the author is correctly attributed, unless otherwise stated. All articles are available online without charge or other barriers to access. However, anyone wishing to reproduce large quantities of an article (250+) should inform the publisher. Any opinion expressed in the articles are those of the authors and do not reflect that of the University of Malaya, 50603 Kuala Lumpur, Malaysia.