EXPERIENCE OF MEDICAL SERVICES TO THE PEOPLE OF DILI, TIMOR LESTE
Keywords:
medical service, patient satisfaction, phenomenology, Timor Leste
Abstract
This study aims to investigate the medical service provided in Dili, Timor Leste. The National Hospital become as the center of medical services for the people of Timor Leste, however there are still many complaints against the quality of medical services initiated by the dissatisfaction of the patient which is a state of higher concern. Applying the phenomenological approach, through purposive sampling, 7 patients with medical services experiences at the National Hospital were interviewed using open-ended questions and observed. The findings pointed towards the lack of several aspects such as available service rooms and their maintenance, clinical investigation options, quantity and quality of medical personnel, and the interaction between workers and patients. These four factors contribute negatively towards patient satisfaction, and yet enlighten national hospital management to enhance their medical service quality. It is hoped that the National Hospital will develop strategies to increase patient satisfaction and cater to the medical needs of Timorese.
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Zulkarnaen, W., Fitriani, I., & Yuningsih, N. (2020). Pengembangan Supply Chain Management Dalam Pengelolaan Distribusi Logistik Pemilu Yang Lebih Tepat Jenis, Tepat Jumlah Dan Tepat Waktu Berbasis Human Resources Competency Development Di KPU Jawa Barat. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 4(2), 222-243. https://doi.org/10.31955/mea.vol4.iss2.pp222-243.
Assefa, Y., Hill, P. S., Gilks, C. F., Admassu, M., Tesfaye, D., & Van Damme, W. (2020). Primary health care contributions to universal health coverage, Ethiopia. Bulletin of the World Health Organization. https://doi.org/10.2471/BLT.19.248328
Astutik, A. (2018). Standar Pelayanan Medis Nasional sebagai Bentuk Pembatasan Otonomi Profesi Medis. Halu Oleo Law Review. https://doi.org/10.33561/holrev.v1i2.3645
Ayuningtyas, D., Fachry, A., Sutrisnawati, N. N. D., & Munawaroh, S. (2020). Medical tourism as the improvement of public health service: A case study in Bali and West Nusa Tenggara. Enfermeria Clinica. https://doi.org/10.1016/j.enfcli.2020.06.029
Bombard, Y., Baker, G. R., Orlando, E., Fancott, C., Bhatia, P., Casalino, S., Onate, K., Denis, J. L., & Pomey, M. P. (2018). Engaging patients to improve quality of care: A systematic review. In Implementation Science. https://doi.org/10.1186/s13012-018-0784-z
Grace, R., Vaz, J., & Da Costa, J. (2020). Traditional medicine use in timor-leste. BMC Complementary Medicine and Therapies. https://doi.org/10.1186/s12906-020-02912-9
Gunawan, Y. I., & Saragih, M. (2019). PENGARUH KUALITAS PELAYANAN MEDIS DAN INOVASI LAYANAN ADMINISTRASI TERHADAP KEPUASAN PASIEN. Jurnal Manajemen Kewirausahaan. https://doi.org/10.33370/jmk.v16i1.301
Husserl, E. (2012). Ideas: General introduction to pure phenomenology. In Ideas: General Introduction to Pure Phenomenology. https://doi.org/10.4324/9780203120330
International institute of Medicine. (2018). Six Domains of Health Care Quality. Agency for Healthcare Research and Quality, Rockville, MD.
Kartika, I. R. (2014). Nursing Care Quality Indicators and Patient Satisfaction in the Hospital: a systematic review. The 1st International Conference on Education and Nursing Research, 1(1), 73–79.
Kartika, I. R. (2016). Kepuasan Pasien Terhadap Interaksi Perawat Dalam Pemberian Informasi Kesehatan. Jurnal Keperawatan Fort De Kock, 3(1), 53–61.
Kartika, I. R., Hariyati, R. T. S., & Nelwati. (2018a). Kompetensi Perawat Dan Kepuasan Pasien Terhadap Pelayanan Keperawatan di Rawat Jalan. NERS : Jurnal Keperawatan, 14(2), 46–54.
Kartika, I. R., Hariyati, T. S., & Nelwati. (2018b). Nurses–patients interaction model and outpatients’ satisfaction on nursing care. Nursing & Care Open Access Journal, 5(2). https://doi.org/10.15406/ncoaj.2018.05.00123
King, R., & Jones, L. (2019). Key factors deterring women’s engagement with skilled birth attendants in three districts of Timor—Leste. A qualitative descriptive study. Midwifery. https://doi.org/10.1016/j.midw.2019.102555
Kuswarno, E. (2008). Metodelogi Penelitian Komunikasi Fenomenologi: KOnsepsi, Pedoman dan Contoh Penelitian. MediaTor.
Leggat, P. (2015). Medical tourism. Australian Family Physician. https://doi.org/10.5267/j.msl.2014.7.021
Lianto, M., Suprapto, W., & Mel, M. (2020). The Analysis Factor of Medical Tourism in Singapore. SHS Web of Conferences. https://doi.org/10.1051/shsconf/20207601028
Manaf, N. H. A., Hussin, H., Kassim, P. N. J., Alavi, R., & Dahari, Z. (2015). Medical tourism service quality: finally some empirical findings. Total Quality Management and Business Excellence. https://doi.org/10.1080/14783363.2015.1068597
Mateen, F. J., & Martins, N. (2014). A health systems constraints analysis for neurologic diseases: The example of Timor-Leste. In Neurology. https://doi.org/10.1212/WNL.0000000000000281
Medhekar, A., Wong, H. Y., & Hall, J. E. (2020). Health-care providers perspective on value in medical travel to India. Tourism Review. https://doi.org/10.1108/TR-06-2019-0276
Nursalam. (2011). MANAJEMEN KEPERAWATAN Aplikasi dalam Praktik Nursalam. (2011). Salemba Medika.
Nuryana, A., Pawito, P., & Utari, P. (2019). PENGANTAR METODE PENELITIAN KEPADA SUATU PENGERTIAN YANG MENDALAM MENGENAI KONSEP FENOMENOLOGI. ENSAINS JOURNAL, 2(1), 19. https://doi.org/10.31848/ensains.v2i1.148
Osadchuk, M. A., Osadchuk, A. M., Solodenkova, K. S., & Trushin, M. V. (2020). Health medical tourism: The present and the future. Journal of Environmental Management and Tourism. https://doi.org/10.14505/jemt.v11.4(44).04
Plianbangchang, S. (2018). Universal health coverage (UHC). Journal of Health Research. https://doi.org/10.1108/JHR-05-2018-029
Polit, D., & Beck, C. (2014). Qualitative Descriptive Studies. Essentials of Nursing Research: Appraising Evidence for Nursing Practice.
Price, J. A., Soares, A. I. F. S., Asante, A. D., Martins, J. S., Williams, K., & Wiseman, V. L. (2016). “I go I die, I stay I die, better to stay and die in my house”: understanding the barriers to accessing health care in Timor-Leste. BMC Health Services Research. https://doi.org/10.1186/s12913-016-1762-2
Rahma, P. A. (2012). Akreditasi Rumah Sakit, Pengakuan Atas Kualitas Layanan. Majalah Dental&Dental.
Ridwan, I., & Saftarina, F. (2015). Pelayanan Fasilitas Kesehatan: Faktor Kepuasan dan Loyalitas Pasien. Jurnal Majority.
Rusli, P. (2019). Medical Toursm Sebagai Stategi Pemasaran Rumah Sakit : Narrative Review. Administrasi Rumah Sakit Indonesia (ARSI).
Usman, I. (2020). Lean hospital management implementation in health care service: A multicase study. Systematic Reviews in Pharmacy. https://doi.org/10.5530/srp.2020.3.45
Wattimena, I. (2014). MENELUSURI ARUS PEMERIKSAAN KESEHATAN DAN PENGOBATAN KE LUAR NEGERI. Jurnal Ners Lentera.
Xu, T., Wang, W., & Du, J. (2020). An Integrative Review of Patients’ Experience in the Medical Tourism. In Inquiry (United States). https://doi.org/10.1177/0046958020926762.
Zulkarnaen, W., Fitriani, I., & Yuningsih, N. (2020). Pengembangan Supply Chain Management Dalam Pengelolaan Distribusi Logistik Pemilu Yang Lebih Tepat Jenis, Tepat Jumlah Dan Tepat Waktu Berbasis Human Resources Competency Development Di KPU Jawa Barat. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 4(2), 222-243. https://doi.org/10.31955/mea.vol4.iss2.pp222-243.
Published
2021-11-10
How to Cite
Alkatiri, F., & Tan, J. (2021). EXPERIENCE OF MEDICAL SERVICES TO THE PEOPLE OF DILI, TIMOR LESTE. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 5(3), 2213-2226. https://doi.org/10.31955/mea.v5i3.1676
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Articles
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