Patient Satisfaction in the Inpatient Ward of Aceh Government Hospital: Case Study

Quality health services are services provided effectively and efficiently, focusing on the needs and expectations of patients and following a code of ethics. Patient satisfaction is an indicator of quality health service output. Patient satisfaction is a level of feeling from patients that arises from the performance of health services obtained after comparing it with what they expected. The quality of health services is directly proportional to patient satisfaction. However, patient satisfaction rates are still low, making it a problem for hospitals in low- and middle-income countries. This case study aims to determine patient satisfaction in the inpatient ward of Aceh Government Hospital. This case study is a quantitative study with a cross-sectional study design; the sampling technique uses a total sampling of 30 patients. The data collection tool uses the SERVQUAL Questionnaire, data analysis uses descriptive statistical tests and dimension by dimension gap score analysis. The research results for all dimensions of patient satisfaction have a negative gap score. The most dissatisfied dimension is empathy, with a gap score of -0.59, 87.70% suitability, while the lowest is the assurance dimension, with a gap score of -0.35, 92.70% suitability. Overall, the average reality value (x) is 4.29, the average expected value (y) is 4.80, the average gap score is -0.51, and the average conformity value is 89.37%. The results of the Cartesian diagram analysis show that the eight attributes included in quadrant A are the main priorities that must be immediately improved. The results of this case study show that, in general, all dimensions of satisfaction show a negative gap score, so hospital management is expected to balance expectations and reality regarding health services, especially those related to the eight main priority attributes of patient satisfaction in quadrant A.