The document discusses factors that influence patient satisfaction in hospitals. It identifies several key aspects that affect satisfaction, including comfort aspects like cleanliness and food; relationship aspects like hospitality and communication from hospital personnel; technical competence of personnel; and cost aspects like affordability of services. Patient satisfaction is subjective and based on expectations versus experiences with the quality of care provided. Hospitals aim to understand patient needs and build awareness of the importance of satisfaction to provide quality service and increase competitive advantage through retaining satisfied customers.

1. Nursing Academy Of East Kotawaringin
www.akperkotim.ac.id
Street : Batu Berlian No. 11
Telephone. (0531)22960/fax (0531)22960
SAMPIT

2. 1. Purwanti Dewi
NIM : 1414401D075
email : purwanti_ddewi@yahoo.com
2. Telly Friska Kahewuni
NIM : 1414401D083
email : telly.madara@yahoo.co.id
Group Seven
Name :

3. PRESENTING YOURSELF
AND YOUR ORGANISATION

4. Patient satisfaction is a response or responses given by
patients after comparing the expectations of patients
with what is experienced or acquired patient to the
quality of services provided by nurses. The author uses
the indicators of patient satisfaction, among others, the
attitude and approach of hospital personnel to patients,
quality of care, administrative procedures, and facilities
provided by the hospital.
Definition of Patient Satisfaction

5. The level of patient satisfaction is known of the overall
score obtained subject after filling scale patient
satisfaction. The higher the total score obtained subject,
the higher the level of satisfaction experienced by the
patient. Vice versa, the lower the total score obtained the
subject of filling patient satisfaction scale, the lower the
level of satisfaction experienced by the patient. The
satisfaction felt by patients is a very important aspect for
the survival of a hospital .. Patient satisfaction is a
subjective value to the quality of services provided.
Subjective judgments are based on past experience,
education, psychological situation at the time, and the
influence of the environment at that time.
Measure Patients' Satisfaction

6. ASPECTS THAT AFFECT PATIENT
SATISFACTION
There are several aspects that influence patient satisfaction,
namely:
a. Aspects of comfort, including the location of hospitals,
hospital cleanliness, comfort of the room that will be used by the
patient, the patient's food eaten, and equipment available in the
room.
b. Aspects of the relationship of patients with hospital
personnel, covers hospitality hospital personnel, especially
nurses, information provided by the hospital personnel,
communicative, responatif, supportive, and nimble in serving
patients.
c. Aspects of technical competence of personnel, covering the
courage to act, the experience, credentials, and famous.
d. The cost aspect, including the high cost of services, whether

7. Definition Customer Satisfaction
Customer satisfaction is the level of
one's feelings after comparing the
performance (results) that he felt
compared with expectations

8. Next ...
Satisfying customers' needs is the desire of
the hospital. In addition to being an important
factor for the survival of the hospital, satisfying
the needs of customers can increase
competitive advantage. Customers who are
satisfied with the services with the principles of
Shari'ah would use the services again when the
same need reappear later. This means that
customer satisfaction is a key factor in service
with the principles of the hospital.

9. Aspects that affect patient satisfaction
To be able to satisfy the needs of customers,
the company can carry out the following
steps:
1. Knowing the needs and desires of
customers.
2. Know the decision-making process in the
airport.
3. Build the image of the hospital.
4. Build awareness of the importance of
customer satisfaction.

10. Factors influencing patient
satisfaction
In the opinion of Budiastuti (2002) suggested
that patients in the evaluation of satisfaction with
the services received by reference to several
factors, among others:
1. The quality of products or services
2. Service quality
3. emotional factors
4. Price
5. Cost

11. Thank you for your time
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