Kepuasan Pasien Rumah Sakit (Tinjauan Teoritis Dan Penerapannya Pada Penelitian) = Hospital Patient\u27s Satisfaction (Theoretical Review And Its Application In Research)

Hospital patient\u27s satisfaction is one indicator of hospital services quality. Hospital has many reasons to fulfill their patient\u27satisfaction. Satisfied patient would except the medication better than unsatisfied patient. They will be a "marketer\u27 and create "the positive image" of the hospital. There was a sosio economic value of the positive image of hospital, especially related to the hospital \u27s stakeholders. Reliability, responsiveness, assurance, empathy and tangibles are the dimensions of the hospital patient\u27s satisfaction. It would be varied by severity of the illness, age, sex, education, occupation, race/ethnic and social cultural factors. Hospital patient\u27s satisfaction could be measured by observing the services of the important personals (doctors and nurses), admission dan billing services, medical and non medical facility by conducting such a research. Most research measure hospital patient\u27s satisfaction in Indonesia were conducted to analize the variables determined to the overall services of inpatient atau outpatient services or specified services by doctors and nurses. Others measured the differences of patient\u27s satisfaction related to hospital room class and patient characteristics. Most research were cross sectional study and quantitative research by developing bivariat or multivariate analysis. Most study has become a library collection and the dissemination of the research should be improved in the future. This article will explain the hospital patient\u27s satisfaction in the theoretical aspect and in application on several research in Indonesia. Keywords: patient\u27s satisfaction, quality of hospital service