HOSPITAL ACCREDITATION AND PATIENT-S PERCEPTION TOWARDS SERVICE QUALITY
Syahrir A. Pasinringi, Fridawaty Rivai, Nur Arifah
Departement of Hospital Management, Faculty of Public Health, Hasanuddin University. Makassar, Indonesia
Abstract
Health care quality gained global concern for decades. A qualified and safe service quality has been expected and become the main purpose of the community, health practioners, health facilities, owners and regulators. One of external strategies which is used generally, is in the form of acknowledgement of implemented quality management system, namely, certification and accreditation. The study aimed to analyze the correlation between the hospital levels of accreditation with the service quality towards several aspects, access,service flow, and hospital-s staff in several hospital in Makassar city in 2018. This study was quantitative research with cross sectional study design. The population was all patient in inpatient of hospitals in Makassar city. Sampling technique was stratified random sampling with total respondents was 1.876 gained from 13 hospitals in Makassar city. Results shown hospitals with middle level (madya) accreditation and those at basic level whether government and private hospital have differences in terms of patien satisfaction toward access, service flow and staff (p=0.000). However, for hospitals with the level of accreditation was paripurna and utama there was no differences for the patient satisfaction in the aspects of access (p=0,076), but there was a different at service flow (p=0.000) and staff (p=0.001) for both government and private hospitals.
Keywords: Accreditation, service quality, satisfaction, hospital
Topic: Quality, Safety and Service