Impact of service effectiveness and telemedicine use on patient satisfaction using telemedicine X hospital, Semarang City in Covid-19 pandemic
DOI: 10.30867/gikes.v5i1.1249Abstract
Background: Since the outbreak of Corona Virus Disease (COVID-19), face-to-face services were initially limited, and communication between doctors and patients during a pandemic was less effective, so health services changed. Telemedicine, which was initially only communication between hospital departments or between hospitals, has become all kinds of communication, such as patient-doctor, patient-nurse, patient-pharmacy and so on, using Telemedicine. The use of telemedicine services is one of the strategies to prevent the spread of COVID-19 because Telemedicine provides health services using electronic communication technology. Patients and medical personnel do not need to meet in person in one place but still communicate through the application. Patient satisfaction in using Telemedicine is a crucial and vital indicator that needs to be considered to improve the quality of telemedicine medical services.
Objectives: To analyze the relationship between the effectiveness of services and the use of Telemedicine on patient satisfaction using Telemedicine.
Methods: Quantitative with a retrospective descriptive research design. Data was collected using an online questionnaire for 350 patients at Hospital X in Semarang City. Patients who met the inclusion and exclusion criteria were taken by purposive sampling. The analysis of this study included univariate, bivariate, and multivariate analyses. The chi-square test and logistic regression were used in this study.
Results: Regarding the effectiveness of the service and use of Telemedicine, most respondents rated the service's effectiveness as good, 139 (92,1%) of respondents, and the majority of respondents considered the use of Telemedicine to support as many as 136 (90,1%) of respondents. Patient satisfaction showed that most respondents were satisfied, as many as 140 (92,7%) respondents. The relationship between service effectiveness and patient satisfaction demonstrates that the service effectiveness variable is significantly related to patient satisfaction (p-value = 0,006 ≤ Level of Significant = 0,05). The relationship between telemedicine use and patient satisfaction shows that telemedicine use has a significant relationship with patient satisfaction (p-value = 0,014 ≤ Level of Significant = 0,05).
Conclusion: most of the respondents rated the effectiveness of the service as good, most of the respondents supported the use of Telemedicine, most of the respondents were satisfied, and the variable of service effectiveness was significantly related to patient satisfaction.
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Prakash, B. (2010). Patient satisfaction. Journal of Cutaneous and Aesthetic Surgery, 3(3), 151.
Sari, G. G., & Wirman, W. (2021). Telemedicine sebagai Media Konsultasi Kesehatan di Masa Pandemic COVID 19 di Indonesia. Jurnal Komunikasi, 15(1), 43–54.
Sathiyaseelan, T., Gnanapala, W. K. A. C., & Athula, C. (2015). Service quality and patients’ satisfaction on ayurvedic health services. American Journal of Marketing Research, 1(3), 158–166.
Umiati, S., Murti, B., & Adriani, R. B. (2021). Effectiveness of Telemedicine on Patient Satisfaction: Meta Analysis. Journal of Health Policy and Management, 6(01), 48–56.
Wiweko, B., Zakirah, S. C., & Luthfi, A. (2021). The Essence of Telemedicine for Bridging the Gap in Health Services. Kesmas: Jurnal Kesehatan Masyarakat Nasional (National Public Health Journal), 16(2).
Zobair, K. M., Sanzogni, L., & Sandhu, K. (2019). Expectations of telemedicine health service adoption in rural Bangladesh. Social Science & Medicine, 238, 112485.
Adinda, H. R., Syakurah, R. A., & Pariyana, P. (2020). Kepuasan dan Barrier Pengguna Layanan Aplikasi Telemedicine pada masa Pandemi COVID-19 DI Indonesia. Sriwijaya University.
Adnan, M. L. (2021). Pramaningtyas. Penggunaan Telemedicine Pada Masa Pandemi Covid-19: Prospek Dan Tantangan. JIMKI J Ilm Mhs Kedokt Indones [Internet]. 2020; 8 (3): 6.
Dario, C., Luisotto, E., Dal Pozzo, E., Mancin, S., Aletras, V., Newman, S., Gubian, L., & Saccavini, C. (2016). Assessment of patients’ perception of telemedicine services using the service user technology acceptability questionnaire. International Journal of Integrated Care, 16(2).
Essiam, J. O. (2013). Service quality and patients satisfaction with healthcare delivery: empirical evidence from patients of the out patient department of a public university hospital in Ghana. European Journal of Business and Management, 5(28), 52–59.
Irmawati, I., & Kurniasari, R. (2012). Pengaruh kualitas pelayanan jasa terhadap keputusan pasien berobat rawat inap di RSUD Moewardi Jebres. Benefit: Jurnal Manajemen Dan Bisnis, 15(1), 27–52.
Kementrian Kesehatan Republik Indonesia. (2010). PEMBANGUNAN KESEHATAN BERBASIS PREVENTIF DAN PROMOTIF.
Mair, F., & Whitten, P. (2000). Systematic review of studies of patient satisfaction with telemedicine. Bmj, 320(7248), 1517–1520.
Nord, G., Rising, K. L., Band, R. A., Carr, B. G., & Hollander, J. E. (2019). On-demand synchronous audio video telemedicine visits are cost effective. The American Journal of Emergency Medicine, 37(5), 890–894.
O’brien, M., & McNicholas, F. (2020). The use of telepsychiatry during COVID-19 and beyond. Irish Journal of Psychological Medicine, 37(4), 250–255.
Prakash, B. (2010). Patient satisfaction. Journal of Cutaneous and Aesthetic Surgery, 3(3), 151.
Sari, G. G., & Wirman, W. (2021). Telemedicine sebagai Media Konsultasi Kesehatan di Masa Pandemic COVID 19 di Indonesia. Jurnal Komunikasi, 15(1), 43–54.
Sathiyaseelan, T., Gnanapala, W. K. A. C., & Athula, C. (2015). Service quality and patients’ satisfaction on ayurvedic health services. American Journal of Marketing Research, 1(3), 158–166.
Umiati, S., Murti, B., & Adriani, R. B. (2021). Effectiveness of Telemedicine on Patient Satisfaction: Meta Analysis. Journal of Health Policy and Management, 6(01), 48–56.
Wiweko, B., Zakirah, S. C., & Luthfi, A. (2021). The Essence of Telemedicine for Bridging the Gap in Health Services. Kesmas: Jurnal Kesehatan Masyarakat Nasional (National Public Health Journal), 16(2).
Zobair, K. M., Sanzogni, L., & Sandhu, K. (2019). Expectations of telemedicine health service adoption in rural Bangladesh. Social Science & Medicine, 238, 112485.
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