Patient Satisfaction Level with Health Care Quality at Dental Hospital of Hasanuddin University

Abstract

--Patient satisfaction that related with quality of service is relation of perceptions of the care received and his expectations before getting the service. Most complaints of patients in a satisfaction survey concerning the presence of officers who are not professional in providing health services. This research is observational with cross sectional study design, which held on April 2016. Sample in this research were 94 patients who received treatment in Oral Surgery, Periodontology, Conservation, and Prosthodontic Department in Dental Hospital of Hasanuddin University. At the confidentiality of the disease, there is 6 people feel very satisfied, 55 people feel satisfied, 32 people feel quite satisfied, and one person was not satisfied. There are 16 people feel very satisfied, 52 people feel satisfied, 25 people feel enough satisfied, and 1 person was not satisfied with dimension empathy. Responsiveness in resolving patient complaints, 14 people feel very satisfied, 53 people feel satisfied, 26 people feel quite satisfied, and one person was not satisfied. Patients want a skilled officer who can provide them with information. They also want health care providers to work as a collaborative team and communicate with each other effectively to provide good quality services. Environment and being comfort in the room and room service are the key for patients statisfaction. Communicatio n is also an essential established between patient and doctor. Conclusion, Patients was satisfied with the health services in dental hospital of Hasanuddin University based on four dimensions studied: assurance, empathy, responsiveness, and physical appearance. Keywords--satisfaction level; quality of health care; dental hospital I. INTRODUCTION The key of oral health service is depending of the degree of statisfaction of its patients. Patient satisfaction related with quality of service is the ratio between the perceptions of the care received by his expectations before getting the service. If expectations are met, it means the service has provided an exceptional quality and will also lead to high satisfaction. Conversely, if their expectations are not reached, it means that service quality does not meet what is expected [1][2][3]. The hospital declared a success, not only on the completeness of that facilities, but also the attitude and human resource services is an element which significantly influence the services produced and perceived patient.