The Development of Measurement Instruments to Measure Patient’s Experience in Hospitals in Makassar City

Abstract

In the Era of National Health Insurance, the only way a hospital can survive is to maintain its quality and carefully manage its cost. In order to excel in the competition and earn the loyalty of the customers, hospitals must continue to improve their service quality. One of the methods used to evaluate the quality of health services and cares given is by measuring the patient’s feedback. The aim of this study is to explore the dimensions of patient’s experience and test patient’s experience measurement variables based on the patient’s experience dimensions that have been formulated. Mix-method research with sequential exploratory approach was used. In order to establish the indicator, confirmatory factor analysis (CFA) was used. The results of this study showed that there are 5 dimensions of patient’s experience with 23 indicators namely information and communication (6 indicators), emotional support (4 indicators), coziness of the hospital’s environment (6 indicators), drug management (3 indicators), and staff availability (4 indicators).