FAKTOR PENENTU KEPUASAN PASIEN TERHADAP LAYANAN KESEHATAN: SEBUAH TINJAUAN DAN ARAH PENELITIAN DI MASA DEPAN
DOI:
https://doi.org/10.31539/costing.v7i6.13561Keywords:
Kepuasan Pelanggan, Kepuasan Pasien, Layanan Kesehatan, SLRAbstract
Tinjauan sistematis ini bertujuan untuk mengidentifikasi dan menganalisis faktor-faktor kunci yang mempengaruhi kepuasan pasien terhadap layanan kesehatan. Dengan menggunakan metodologi tinjauan literatur sistematis (SLR), pencarian komprehensif dilakukan di database Scopus untuk artikel yang diterbitkan antara tahun 2019 dan 2024. Ekstraksi data dan penilaian kualitas dilakukan dengan mengikuti pedoman PRISMA. Temuan ini menyoroti enam faktor penting yang membentuk kepuasan pasien. Pertama, komunikasi yang efektif, kepercayaan, dan empati sangat penting dalam mendorong interaksi positif antara pasien dan penyedia layanan kesehatan, memastikan pasien merasa dimengerti dan dihargai. Kedua, keterlibatan pasien dalam pengambilan keputusan meningkatkan rasa pemberdayaan dan kontrol mereka, yang mengarah pada kepuasan yang lebih besar. Ketiga, perawatan berkualitas tinggi, yang ditandai dengan kompetensi, keandalan, dan ketepatan waktu, sangat penting untuk memenuhi kebutuhan pasien secara efisien dan mengurangi waktu tunggu. Keempat, lingkungan perawatan kesehatan yang bersih, mudah diakses, dan terawat dengan baik secara signifikan mempengaruhi persepsi dan kenyamanan pasien. Kelima, keselamatan pasien dan hasil perawatan yang positif sangat penting, karena perawatan yang meminimalkan risiko dan memastikan peningkatan kesehatan akan membangun kepercayaan. Keenam, integrasi teknologi, seperti kecerdasan buatan dan telemedicine, meningkatkan kenyamanan, efisiensi, dan perawatan yang dipersonalisasi, menyesuaikan layanan dengan kebutuhan individu. Terakhir, faktor sosio-demografis, termasuk usia, pendapatan, pendidikan, dan perbedaan budaya, serta kebijakan dan reformasi sistem perawatan kesehatan, membentuk ekspektasi dan tingkat kepuasan.
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