Relationship of Payment System, Waiting Time, and Officer Level Competency toward Inpatient Satisfaction

Halina Wongso, Ermi Girsang, Sri Lestari R. Nasution

2020

Abstract

Complaint about the mismatch of waiting time for inpatients in the payment system is one of the dissatisfaction factors. The rate of patient dissatisfaction with payment waiting times in Indonesia in 2017 reached an average of 52%. The purpose of this study was to identify the relationship of parameters; payment system, payment waiting time, and staff competence with inpatient satisfaction. The study was conducted in the form of analytic studies through a cross sectional approach with a population of 1,001 respondents and a sample of 261 respondents. The research instrument was a questionnaire in accordance with the studied variables, and validity and reliability were tested at Sarah General Hospital. Data were evaluate using univariate and bivariate methods with the chi-squared test, and multivariate with multiple logistic regression at a 95% confidence level (α = 0.05). The results showed that patients who were dissatisfied 19.9%, said the payment system was very good ( 29.1%), the waiting time between 61-90 minutes (30.3%) was still according to the standard i.e. <2 hours, the competency of the officers which is very good at around 40.6%. The parameters tested were related to inpatient satisfaction, with a p – value < 0,000. The most dominant variable related to patient satisfaction was the competency of officers with a value of Exp (B) / OR = 9,941 by mean that patients who state competency in the good category have a 9.9 times higher chance of being satisfied compared to patients who state the competency of officers was not good.

Paper Citation

in Harvard Style

Wongso H., Girsang E. and R. Nasution S. (2020). Relationship of Payment System, Waiting Time, and Officer Level Competency toward Inpatient Satisfaction.In Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP, ISBN 978-989-758-500-5, pages 236-242. DOI: 10.5220/0010296102360242

in Bibtex Style

@conference{himbep20,
author={Halina Wongso and Ermi Girsang and Sri Lestari R. Nasution},
title={Relationship of Payment System, Waiting Time, and Officer Level Competency toward Inpatient Satisfaction},
booktitle={Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP,},
year={2020},
pages={236-242},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010296102360242},
isbn={978-989-758-500-5},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP,
TI - Relationship of Payment System, Waiting Time, and Officer Level Competency toward Inpatient Satisfaction
SN - 978-989-758-500-5
AU - Wongso H.
AU - Girsang E.
AU - R. Nasution S.
PY - 2020
SP - 236
EP - 242
DO - 10.5220/0010296102360242