Influence of Patient Conditions and Health Service Providers on Indonesian Patients' Experience

Suranto, R.I.; Pasinringi, S.A.; Rivai, F.; Hamzah, H.A.; Irwandy, I.

doi:10.58209/hehp.14.1.45

Influence of Patient Conditions and Health Service Providers on Indonesian Patients' Experience

Document Type : Descriptive & Survey

Authors

R.I. Suranto ¹

S.A. Pasinringi ¹

F. Rivai ²

H.A. Hamzah ²

I. Irwandy ²

¹ Department of Hospital Administration, Faculty of Public Health, Hasanuddin University, Makassar, Indonesia

² “Department of Hospital Administration, Faculty of Public Health” and “Hasanuddin University Hospital”, Hasanuddin University, Makassar, Indonesia

10.58209/hehp.14.1.45

Abstract

Aims: Patient experience is a key indicator for assessing hospital service quality. Although Primaya Inco Sorowako Hospital has achieved A-level accreditation with a patient satisfaction rate above 90%, several complaints persist about long waiting times, unclear explanations from staff, and complex administrative procedures. These issues indicate the need to evaluate factors influencing patient experience. To analyze the influence of patient conditions and healthcare service providers on patient experience at Primaya Inco Sorowako Hospital, both directly and through the mediation of healthcare service providers.
Instrument & Methods: This cross-sectional study was conducted among patients who had completed their visit at Primaya Inco Sorowako Hospital, Indonesia, during 2024 (3771 individuals) and were able to provide informative responses. The sample size was calculated to be 349 respondents. Data were collected using a closed-ended questionnaire with a 4-point Likert scale and analyzed using univariate, bivariate, and multivariate methods.
Findings: Patient conditions and healthcare service providers significantly affect patient experience. The most influential factors were healthcare responsiveness and quality, emphasizing the importance of timeliness, effective communication, and provider attentiveness to patient needs.
Conclusion: Patient experience at Inco Sorowako Hospital is influenced by factors in both the Patient and Health Provision dimensions.

Keywords

Health Status

Healthcare Providers

Patient Satisfaction

Quality of Health Care

Hospital Administration

Subjects