MENINGKATKAN KEPUASAN PASIEN MELALUI IMPLEMENTASI LAYANAN : STUDI LITERATUR PADA RUMAH SAKIT HNGV-TIMOR LESTE
Abstract
Penelitian ini bertujuan untuk menganalisis implementasi layanan di Hospital Nacional Guido Valadares (HNGV) Timor Leste dalam upaya meningkatkan kepuasan pasien. Menggunakan pendekatan kualitatif deskriptif dengan metode studi literatur, penelitian ini menganalisis sumber referensi dari jurnal internasional, laporan WHO, dan dokumen kebijakan pemerintah periode 2014-2024. Hasil penelitian menunjukkan bahwa implementasi layanan di HNGV memiliki variasi dalam kinerja dimensi kualitas layanan WHO, dengan dimensi akses dan keamanan mendapat penilaian baik, sementara dimensi ketepatan waktu dan efektivitas masih memerlukan peningkatan. Faktor utama yang mempengaruhi kepuasan pasien meliputi kompetensi tenaga kesehatan, efektivitas sistem manajemen, dan kualitas infrastruktur. Tantangan utama mencakup keterbatasan sumber daya, masalah koordinasi antar departemen, dan hambatan bahasa. Penelitian ini memberikan kontribusi dalam pengembangan strategi peningkatan layanan kesehatan yang kontekstual untuk negara berkembang, khususnya Timor Leste, dengan menekankan pentingnya pendekatan holistik yang mempertimbangkan aspek teknis, kultural, dan manajerial.
References
Ali, J., Jusoh, A., Idris, N., & Nor, K. M. (2024). Healthcare service quality and patient satisfaction: a conceptual framework. International Journal of Quality & Reliability Management, 41(2), 608–627. https://doi.org/10.1108/IJQRM-04-2022-0136
Alowais, S. A., Alghamdi, S. S., Alsuhebany, N., Alqahtani, T., Alshaya, A. I., Almohareb, S. N., Aldairem, A., Alrashed, M., Bin Saleh, K., Badreldin, H. A., Al Yami, M. S., Al Harbi, S., & Albekairy, A. M. (2023). Revolutionizing healthcare: the role of artificial intelligence in clinical practice. BMC Medical Education, 23(1), 689. https://doi.org/10.1186/s12909-023-04698-z
Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient satisfaction with health services in Bangladesh. Health Policy and Planning, 22(4), 263–273. https://doi.org/10.1093/heapol/czm017
Aryee, G. F. Ben, Amoadu, M., Obeng, P., Sarkwah, H. N., Malcalm, E., Abraham, S. A., Baah, J. A., Agyare, D. F., Banafo, N. E., & Ogaji, D. (2024). Effectiveness of eLearning programme for capacity building of healthcare professionals: a systematic review. Human Resources for Health, 22(1), 60. https://doi.org/10.1186/s12960-024-00924-x
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., & Amenta, P. (2015). Conceptualisation of patient satisfaction: a systematic narrative literature review. Perspectives in Public Health, 135(5), 243–250. https://doi.org/10.1177/1757913915594196
Dewi, W. N., & Nazriati, E. (2024). Barriers and enablers to the implementation of person-centred care in an Indonesian hospital: a qualitative study. Jurnal Ners, 19(4), 424–432. https://doi.org/10.20473/jn.v19i4.55840
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty. International Journal of Quality & Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Hassan Ibrahim, M., & Elsayed Ahmed Allawy, M. (2021). Relation between Nurses’ Caring Behaviors and Satisfaction of patients with COVID-19. Egyptian Journal of Health Care, 12(4), 373–380. https://doi.org/10.21608/ejhc.2021.199768
Manyazewal, T. (2017). Using the World Health Organization health system building blocks through survey of healthcare professionals to determine the performance of public healthcare facilities. Archives of Public Health, 75(1), 50. https://doi.org/10.1186/s13690-017-0221-9
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 3(2), 77–89. https://doi.org/10.15171/ijhpm.2014.65
Nugraheni, W. P., Zahroh, A. H., & Hartono, R. K. (2021). BEST PRACTICE OF HOSPITAL MANAGEMENT STRATEGY TO THRIVE IN THE NATIONAL HEALTH INSURANCE (JKN) ERA. Jurnal Administrasi Kesehatan Indonesia, 9(1), 9. https://doi.org/10.20473/jaki.v9i1.2021.9-22
Oqui, M., Dos Santos, J., Soares, M., Jose de Jesus Canosa Alves, M., Frutalegio da Costa Freitas, A., & da Conceição, F. (2023). Factors That Influence For Nurses Who Implement Triage In The Emergency Department Hospital National Guido Valadares Dili Timor-Leste. Jurnal Syntax Fusion, 3(11), 1145–1156. https://doi.org/10.54543/fusion.v3i11.383
PEMERINTAH KONSTITUSIONAL VII Timor Leste. (2020). Rencana Pemulihan Ekonomi. https://timor-leste.gov.tl/wp-content/uploads/2020/10/IND-PRE_screen.pdf
Rahman, M. A., Rahman, M. A., Rawal, L. B., Paudel, M., Howlader, M. H., Khan, B., Siddiquee, T., Rahman, A., Sarkar, A., Rahman, M. S., Botlero, R., & Islam, S. M. S. (2021). Factors influencing place of delivery: Evidence from three south-Asian countries. PLOS ONE, 16(4), e0250012. https://doi.org/10.1371/journal.pone.0250012
Rahman, M. M., Ghoshal, U. C., Ragunath, K., Jenkins, G., Rahman, M., Edwards, C., Hasan, M., & Taylor-Robinson, S. D. (2020). Biomedical research in developing countries: Opportunities, methods, and challenges. Indian Journal of Gastroenterology, 39(3), 292–302. https://doi.org/10.1007/s12664-020-01056-5
Rizany, I. (2021). The Relationship between Waiting Time and Patient Satisfaction in The Outpatient of Public Hospital in Banjarbaru. IJNP (Indonesian Journal of Nursing Practices), 5(1), 60–66. https://doi.org/10.18196/ijnp.v5i1.10275
Soares, D., & Pinto, J. (2018). Pengaruh Motivasi, Komitmen dan Reward Pegawai Terhadap Efektivitas Kerja Pegawai Rumah Sakit Nasional Guido Valadares Dili Timor Leste Domingos Soares. Jurnal Ekonomi dan Manajemen, 19(2), 664–676.
World Health Organization. (2018). Handbook for national quality policy and strategy: a practical approach for developing policy and strategy to improve quality of care. In WHO Press. http://www.who.int/servicedeliverysafety/areas/qhc/nqps_handbook/en/%0Ahttp://apps.who.int/iris/bitstream/handle/10665/272357/9789241565561-eng.pdf?ua=1
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Alowais, S. A., Alghamdi, S. S., Alsuhebany, N., Alqahtani, T., Alshaya, A. I., Almohareb, S. N., Aldairem, A., Alrashed, M., Bin Saleh, K., Badreldin, H. A., Al Yami, M. S., Al Harbi, S., & Albekairy, A. M. (2023). Revolutionizing healthcare: the role of artificial intelligence in clinical practice. BMC Medical Education, 23(1), 689. https://doi.org/10.1186/s12909-023-04698-z
Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient satisfaction with health services in Bangladesh. Health Policy and Planning, 22(4), 263–273. https://doi.org/10.1093/heapol/czm017
Aryee, G. F. Ben, Amoadu, M., Obeng, P., Sarkwah, H. N., Malcalm, E., Abraham, S. A., Baah, J. A., Agyare, D. F., Banafo, N. E., & Ogaji, D. (2024). Effectiveness of eLearning programme for capacity building of healthcare professionals: a systematic review. Human Resources for Health, 22(1), 60. https://doi.org/10.1186/s12960-024-00924-x
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., & Amenta, P. (2015). Conceptualisation of patient satisfaction: a systematic narrative literature review. Perspectives in Public Health, 135(5), 243–250. https://doi.org/10.1177/1757913915594196
Dewi, W. N., & Nazriati, E. (2024). Barriers and enablers to the implementation of person-centred care in an Indonesian hospital: a qualitative study. Jurnal Ners, 19(4), 424–432. https://doi.org/10.20473/jn.v19i4.55840
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty. International Journal of Quality & Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Hassan Ibrahim, M., & Elsayed Ahmed Allawy, M. (2021). Relation between Nurses’ Caring Behaviors and Satisfaction of patients with COVID-19. Egyptian Journal of Health Care, 12(4), 373–380. https://doi.org/10.21608/ejhc.2021.199768
Manyazewal, T. (2017). Using the World Health Organization health system building blocks through survey of healthcare professionals to determine the performance of public healthcare facilities. Archives of Public Health, 75(1), 50. https://doi.org/10.1186/s13690-017-0221-9
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 3(2), 77–89. https://doi.org/10.15171/ijhpm.2014.65
Nugraheni, W. P., Zahroh, A. H., & Hartono, R. K. (2021). BEST PRACTICE OF HOSPITAL MANAGEMENT STRATEGY TO THRIVE IN THE NATIONAL HEALTH INSURANCE (JKN) ERA. Jurnal Administrasi Kesehatan Indonesia, 9(1), 9. https://doi.org/10.20473/jaki.v9i1.2021.9-22
Oqui, M., Dos Santos, J., Soares, M., Jose de Jesus Canosa Alves, M., Frutalegio da Costa Freitas, A., & da Conceição, F. (2023). Factors That Influence For Nurses Who Implement Triage In The Emergency Department Hospital National Guido Valadares Dili Timor-Leste. Jurnal Syntax Fusion, 3(11), 1145–1156. https://doi.org/10.54543/fusion.v3i11.383
PEMERINTAH KONSTITUSIONAL VII Timor Leste. (2020). Rencana Pemulihan Ekonomi. https://timor-leste.gov.tl/wp-content/uploads/2020/10/IND-PRE_screen.pdf
Rahman, M. A., Rahman, M. A., Rawal, L. B., Paudel, M., Howlader, M. H., Khan, B., Siddiquee, T., Rahman, A., Sarkar, A., Rahman, M. S., Botlero, R., & Islam, S. M. S. (2021). Factors influencing place of delivery: Evidence from three south-Asian countries. PLOS ONE, 16(4), e0250012. https://doi.org/10.1371/journal.pone.0250012
Rahman, M. M., Ghoshal, U. C., Ragunath, K., Jenkins, G., Rahman, M., Edwards, C., Hasan, M., & Taylor-Robinson, S. D. (2020). Biomedical research in developing countries: Opportunities, methods, and challenges. Indian Journal of Gastroenterology, 39(3), 292–302. https://doi.org/10.1007/s12664-020-01056-5
Rizany, I. (2021). The Relationship between Waiting Time and Patient Satisfaction in The Outpatient of Public Hospital in Banjarbaru. IJNP (Indonesian Journal of Nursing Practices), 5(1), 60–66. https://doi.org/10.18196/ijnp.v5i1.10275
Soares, D., & Pinto, J. (2018). Pengaruh Motivasi, Komitmen dan Reward Pegawai Terhadap Efektivitas Kerja Pegawai Rumah Sakit Nasional Guido Valadares Dili Timor Leste Domingos Soares. Jurnal Ekonomi dan Manajemen, 19(2), 664–676.
World Health Organization. (2018). Handbook for national quality policy and strategy: a practical approach for developing policy and strategy to improve quality of care. In WHO Press. http://www.who.int/servicedeliverysafety/areas/qhc/nqps_handbook/en/%0Ahttp://apps.who.int/iris/bitstream/handle/10665/272357/9789241565561-eng.pdf?ua=1
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Published
2025-02-11
How to Cite
Dewi, I., Satato, Y., Maryani, T., S, T., & Fortuna, N. (2025). MENINGKATKAN KEPUASAN PASIEN MELALUI IMPLEMENTASI LAYANAN : STUDI LITERATUR PADA RUMAH SAKIT HNGV-TIMOR LESTE. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 833-843. https://doi.org/10.31955/mea.v9i1.5023
Section
Articles
Copyright (c) 2025 Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
