Client/Customers Satisfaction Sharon Gondodiputro dr., MARS, MH Department of Public Health,Faculty of Medicine UNPAD

Who are the customers?

INTERMEDIATE CUSTOMERS Who are the customers? Health workers Patients and their families INTERNAL CUSTOMERS Owners or third payers EXTERNAL CUSTOMERS INTERMEDIATE CUSTOMERS

DIFFERENCES IN PERCEPTION OF QUALITY ACCORDING TO CUSTOMERS Internal customers: Clear job task and responsibility Fairness in reward system Equipments availibility Effective communication Transparancy Intermediate customers: Profit Many patients come to the hospitals No lawsuits

External customers: Health care availibility Clear explaination about what is being and will be done ​​to her/him (the patient) 5 S Responsiveness Simple service flow Tariff Environmental hazards minimal

Available Appropri-ate Safety Accesible Continue Acceptab-le Effective Affordable Effective Efficient Compre-hensive

There are health services that we needed and easy to find No Health care quality requirements Definitions 1 Available There are health services that we needed and easy to find 2 Safety not cause harm or danger 3 Affordable able to be paid by the patients according to their income or their economic ability 4 Appropriate Health services provided are reasonable, not excessive, related to the disease of the patient 5 Accesible capable of being reached or easy to be reached or the location of the health providers are relative near to our homes

No Health care quality requirements Definitions 6 Acceptable Can be accepted by the community, not contradictive with cultures and customs 7 Comprehensive Includes preventive, promotive, curative and rehabilitative 8 Continue always there whenever needed 9 Efficient able to produce health services by consuming resources optimally 10 Effective Health services that are produced in accordance with the objectives

Client Satisfaction Quality Dimensions according to health service (Service Quality- SERVQUAL): Reliability Responsiveness Assurance Empathy Tangibles

Client Satisfaction Reliability 2. Responsiveness

Client Satisfaction 3. Assurance 4. Empathy

Client Satisfaction 5. Tangibles

 sangat tidak memuaskan 1 2 3 Pertanyaan Bagaimana HARAPAN Bapak/Ibu? Bagaimana KENYATAAN dari pengalaman Bapak/Ibu di PPK ini?   Keterangan Jawaban Pernyataan  sangat tidak memuaskan sampai  sangat memuaskan Jawaban 1. Penyedia pelayanan kesehatan (PPK) yang baik mempunyai ruangan yang nyaman  2. Fasilitas-fasilitas dalam ruangan lengkap. 3. Para petugas rapih, bersih dan terampil. 4. Semua peralatan yang berhubungan dengan layanan kesehatan lengkap 5. Petugas berjanji untuk melakukan sesuatu pada waktu yang dijanjikan, mereka akan melakukan sesuai janjinya 6. Petugas membantu mengatasi masalah yang dihadapi 7. Prosedur pelayanan yang diberikan petugas dijalankan dengan benar

IMPORTANCE PERFORMANCE MATRIX