Systematic Literature Review: Komparasi Model Kepuasan Pasien Dari Waktu Ke Waktu
Keywords:
Systematic Literature Reviews, Kepuasan Pasien, Perkembangan
Abstract
Kepuasan pasien dianggap sebagai salah satu indikator kualitas pelayanan kepada pasien dan merupakan tantangan bagi seluruh rumah sakit di dunia. Perkembangan ilmu dan teknologi membuat munculnya perubahan dan modifikasi komponen kepuasan pasien. Oleh karena itu, penting untuk dapat membandingkan antara framework kepuasan pasien satu dengan yang lain untuk dapat memilih framework yang tepat sesuai kebutuhan rumah sakit. Penelitian ini bertujuan untuk mengindentifikasi jenis model pengukuran kepuasan pasien terbaru sesuai perkembangan jaman dan membandingkan komponen antar model pengukuran kepuasan pasien. Penelitian ini disusun menggunakan metode systematic litarure review untuk mengidentifikasi, meninjau, dan merangkum penelitian yang sudah ada sebelumnya mengenai modifikasi dan perkembangan framework kepuasan pasien. Tahapan yang dilakukan adalah yang pertama planning, conducting dan reporting atau pelaporan atas jurnal yang sudah sesuai. Saat ini terdapat 10 model kepuasan pasien yang dipakai yaitu model SERVQUAL, HCAHPS, Health care quality conceptual model, QUALICOPC, MHSSS, PREMs, 6-Q framework, HEALTHQUAL, Partial Least Squares Structural Equation Modeling, dan 5Qs model. Dari 10 literatur tersebut yang paling trending adalah SERVQUAL HCAHPS. Komponen pengukuran kepuasan pasien secara umum masuk dalam 3 dimensi yaitu Structure, Process, dan Outcome sesuai dengan teori Donabedian dan dimensi processs adalah dimensi yang paling sering diukur. Model pengukuran kepuasan pasien yang direkomedasikan adalah Health care quality conceptual model karena merupakan model yang memenuhi seluruh dimensi Donabedian. Jurnal uang paling berbobot dalam penelitian ini adalah BMJ Quality and Safety memiliki nilai SJR tertinggi yaitu 2,68 dengan Indeks Scopus Q1.
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References
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Adel, A. (2022). Future of industry 5.0 in society: human-centric solutions, challenges and prospective research areas. In Journal of Cloud Computing (Vol. 11, Issue 1). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1186/s13677-022-00314-5
Ahamed, A. F. M. J., Stump, R. L., & Skallerud, K. (2015). The Mediating Effect of Relationship Quality on the Transaction Cost–Export Performance Link: Bangladeshi Exporters’ Perspectives. Journal of Relationship Marketing, 14(2), 152–169. https://doi.org/10.1080/15332667.2015.1042345
Ali, S. S., Basu, A., & Ware, N. (2018). Quality measurement of Indian commercial hospitals – using a SERVQUAL framework. Benchmarking, 25(3), 815–837. https://doi.org/10.1108/BIJ-05-2016-0060
Alizadeh, S., Chavan, M., & Hamin, H. (2016). Quality of care and patient satisfaction amongst Caucasian and non-Caucasian patients: A mixed-method study in Australia. International Journal of Quality and Reliability Management, 33(3), 298–320. https://doi.org/10.1108/IJQRM-05-2014-0062
AlOmari, F. (2021). Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries. Measuring Business Excellence, 25(4), 407–420. https://doi.org/10.1108/MBE-11-2019-0104
Arasli, H., Haktan Ekiz, E., & Turan Katircioglu, S. (2008). Gearing service quality into public and private hospitals in small islands: Empirical evidence from Cyprus. International Journal of Health Care Quality Assurance, 21(1), 8–23. https://doi.org/10.1108/09526860810841129
Barrios-Ipenza, F., Calvo-Mora, A., Velicia-MartÃn, F., Criado-GarcÃa, F., & Leal-Millán, A. (2020). Patient satisfaction in the peruvian health services: Validation and application of the HEALTHQUAL scale. International Journal of Environmental Research and Public Health, 17(14), 1–15. https://doi.org/10.3390/ijerph17145111
Burke, M. D., Keeney, M., Kleinberg, R., & Burlage, R. (2019). Challenges and Opportunities for Patient Centric Drug Product Design: Industry Perspectives. In Pharmaceutical Research (Vol. 36, Issue 6). Springer New York LLC. https://doi.org/10.1007/s11095-019-2616-5
Chou, V. B., Walker, N., & Kanyangarara, M. (2019). Estimating the global impact of poor quality of care on maternal and neonatal outcomes in 81 low- And middle-income countries: A modeling study. PLoS Medicine, 16(12). https://doi.org/10.1371/journal.pmed.1002990
CMS. (2017). HCAHPS_Fact_Sheet_November_2017.
Dopeykar, N., Bahadori, M., Mehdizadeh, P., Ravangard, R., Salesi, M., & Hosseini, S. M. (2018). Assessing the quality of dental services using SERVQUAL model. In Dental Research Journal (Vol. 430).
Figueroa, J. F., Feyman, Y., Zhou, X., & Joynt Maddox, K. (2018). Hospital-level care coordination strategies associated with better patient experience. BMJ Quality and Safety, 27(10), 799–806. https://doi.org/10.1136/bmjqs-2017-007597
Hoxha, M. A. (2023). “Community and health-care service quality in Kosovoâ€: “a confirmatory analytical approachâ€. Journal of Enterprising Communities, 17(2), 535–561. https://doi.org/10.1108/JEC-11-2021-0151
Islam, S., & Muhamad, N. (2020). Patient-centered communication: an extension of the HCAHPS survey. Benchmarking, 28(6), 2047–2074. https://doi.org/10.1108/BIJ-07-2020-0384
Kajimoto, Y., Honda, K., Fujiwara, K., Mitzuno, M., Nishi, T., Koyanagi, T., Kohara, I., Tamaki, S., & Igarashi, A. (2019). Development Of The Comprehensive Score For Financial Toxicity (Cost) Tool And Assessment Of Financial Toxicity In Patients With Gynecologic Cancer In JAPAN. A161.1-A161. https://doi.org/10.1136/ijgc-2019-igcs.390
Kamolz, L.-P., Sendlhofer, G., & Lumenta, D. (2014). Future burn care: Balancing the relationship between cost and quality (Vol. 22).
Khan, M. I., Rahman, Z. U., Saleh, M. A., & Khan, S. U. Z. (2022). Social Media and Social Support: A Framework for Patient Satisfaction in Healthcare. Informatics, 9(1). https://doi.org/10.3390/informatics9010022
Levin, J. M., Winkelman, R. D., Smith, G. A., Tanenbaum, J., Benzel, E. C., Mroz, T. E., & Steinmetz, M. P. (2017). The association between the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey and real-world clinical outcomes in lumbar spine surgery. Spine Journal, 17(11), 1586–1593. https://doi.org/10.1016/j.spinee.2017.05.002
Mayston, R., Habtamu, K., Medhin, G., Alem, A., Fekadu, A., Habtamu, A., Prince, M., & Hanlon, C. (2017). Developing a measure of mental health service satisfaction for use in low income countries: a mixed methods study. BMC Health Services Research, 17(1). https://doi.org/10.1186/s12913-017-2126-2
Naik, A. D., & Catic, A. (2021). Achieving patient priorities: An alternative to patient-reported outcome measures (PROMs) for promoting patient-centred care. In BMJ Quality and Safety (Vol. 30, Issue 2, pp. 92–95). BMJ Publishing Group. https://doi.org/10.1136/bmjqs-2020-012244
Ng, J. H. Y., & Luk, B. H. K. (2019). Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling, 102(4), 790–796. https://doi.org/10.1016/j.pec.2018.11.013
Setiyo, M. (2017). Teknik Menyusun Manuskrip dan Publikasi Ilmiah Internasional.
Sharma, V., Marin, D. B., Sosunov, E., Ozbay, F., Goldstein, R., & Handzo, G. F. (2016). The Differential Effects of Chaplain Interventions on Patient Satisfaction. Journal of Health Care Chaplaincy, 22(3), 85–101. https://doi.org/10.1080/08854726.2015.1133203
Swain, S., & Kar, N. C. (2018a). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/IJPHM-06-2016-0028
Swain, S., & Kar, N. C. (2018b). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/IJPHM-06-2016-0028
Tolvanen, E., Groenewegen, P. P., Koskela, T. H., Bjerve Eide, T., Cohidon, C., & Kosunen, E. (2020). Patient enablement after a consultation with a general practitioner—Explaining variation between countries, practices and patients. Health Expectations, 23(5), 1129–1143. https://doi.org/10.1111/hex.13091
Tremblay, D., Roberge, D., Touati, N., Maunsell, E., & Berbiche, D. (2017). Effects of Interdisciplinary Teamwork On Patient-Reported Experience Of Cancer Care. BMC Health Services Research, 17(1). Https://Doi.Org/10.1186/S12913-017-2166-7
Troutman, D. I. (2019). Managing Projects For More Efficiency In The Healthcare And Payment Industry: Determination Of Key Characteristics And Skills Of Successful Project Managers.
Valls MartÃnez, M. D. C., & RamÃrez-Orellana, A. (2019). Patient satisfaction in the Spanish national health service: Partial least squares structural equation modeling. International Journal of Environmental Research and Public Health, 16(24). https://doi.org/10.3390/ijerph16244886
Verma, P., Kumar, S., & Sharma, S. K. (2022). Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach. Benchmarking, 29(1), 22–46. https://doi.org/10.1108/BIJ-09-2020-0467
Wahono, R. S. (2015). A Systematic Literature Review of Software Defect Prediction: Research Trends, Datasets, Methods and Frameworks. Journal of Software Engineering, 1(1).
Xiao, Y., & Watson, M. (2019). Guidance on Conducting a Systematic Literature Review. In Journal of Planning Education and Research (Vol. 39, Issue 1, pp. 93–112). SAGE Publications Inc. https://doi.org/10.1177/0739456X17723971
Young, S. W., Bonsu, K. O., Lee, T., Nguyen, H. V., & Chitsike, R. S. (2022). Patient satisfaction with quality of care of a multidisciplinary thrombosis service – a cross sectional survey. BMC Health Services Research, 22(1). https://doi.org/10.1186/s12913-022-08089-w
Published
2022-10-20
Section
Original Articles
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