Analysis of Inpatient Care Service Quality in Hospitals Based on National Standards: A Literature Review
DOI:
https://doi.org/10.22487/htj.v11i1.1217Keywords:
Inpatient care, quality of service, hospitalAbstract
Background: Service quality is the effort to fulfill customer needs and desires
while ensuring accurate delivery to meet customer expectations. Healthcare
professionals must consider various factors that influence service quality,
particularly in inpatient care settings. Objective: This study aims to assess the
quality of inpatient services in hospitals based on national standards outlined in
the Indonesian Ministry of Health Regulation (Kepmenkes) No. 129 of 2008
concerning minimum service standards for hospitals. Results: This research
adopts a Literature Review approach using the PICOST method for problem
analysis and article selection. The study follows the PRISMA (Preferred Reporting
Items for Systematic Reviews and Meta-Analyses) method, ensuring a systematic
review process. A total of 11,674 journal articles published between 2020 and
2023 were retrieved from Google Scholar, PubMed, and ScienceDirect, and five
articles meeting the inclusion criteria were selected. The analysis highlights key
factors influencing hospital service quality, including responsiveness, assurance,
reliability, empathy, and tangible aspects. Conclusion: The implementation of
minimum service standards and a focus on five dimensions of patient satisfaction
responsiveness, assurance, reliability, empathy, and tangible aspects serve as
effective strategies to enhance patient satisfaction and loyalty in hospital inpatient
services.
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