Evaluation of officer and service performance pertaining to patient's family satisfaction in the ICU RSUP. Dr. M. Djamil Padang

Abstract

Purpose Patient and family satisfaction is very important for improving the quality of health services, especially in hospitals. This study aims to evaluate the performance of officers and services and their effects on the satisfaction of patients in intensive care unit (ICU) at RSUP Dr. M. Djamil Padang. Design/methodology/approach This study used a quantitative method with a cross-sectional approach. A sample of 80 respondents was obtained using a random sampling technique (simple random). Data were collected using a questionnaire, and the analysis used was univariate. Findings The results showed that the evaluation of staff and service performance on ICU patient satisfaction considered from the aspects of the ease of service procedures, service requirements, clarity of serving officers, officer discipline, officer responsibilities, ability of officers to provide services, speed of service, fairness in getting services, courtesy and friendliness of officers in providing services, reasonableness of costs, clarity of cost details, accuracy of implementation of the service time schedule, comfort in the service room environment and security of services in the ICU room in 2020 was rather good. Originality/value This study indicates that the evaluation of the performance of officers and services on ICU patient satisfaction was good and satisfying for patients’ families.