Services and Participation in Public Hospital: Creating a Trusted Environment for Outpatient

Suroto, Bambang and hadiyati, hadiyati and fatkhurahman, fatkhurahman (2020) Services and Participation in Public Hospital: Creating a Trusted Environment for Outpatient. In: International Conference on Environment and Technology.

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Abstract

Public hospitals have become a spotlight for many layers of the society since the government has committed to provide them with good quality of health services. However, some emerging problems indicating the society’s dissatisfaction towards the government-owned hospitals has led to their low trust and confidence in using the health services. Some studies on the market distribution and the quality of hospital services have been conducted. However, this study focused more on the variables of services and patient participation in regards to building patient satisfaction and their impact towards patient trust. This study was conducted in the Regional Public Hospital of Arifin Ahmad in Pekanbaru by employing survey method involving 100 samples of the outpatients using the hospital health services. The data were accidentally collected through questionnaires and analyzed using SEM analytical instrument and WarpPLS software. The results of the study indicated that the hospital service and patient participation during the service have given a significant influence towards patient satisfaction. It was proven that patient satisfaction has significantly influenced patient trust towards public hospitals.

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