Background: Patient satisfaction is an important indicator for the quality of health services. Inpatient satisfaction (72%-77%) and outpatient (75%%-57%) and net death rate (0-85%) in the Islamic Hospital Surabaya from 2015-2017 has not fulfilled the minimum service standards from the Health Minister Act No.129/2008. The observational study using a cross sectional design was deployed for this finding. A survey was conducted at 15 work units over a three month period, namely emergency, outpatient, inpatient, radiology, laboratory, pharmacy and special care. Objective: This study aims to identify the cultural-psychological element and examine the factors that influence the achievement of the minimum service standards. Method: a survey was conducted in 15 work units, distributed in the emergency department, outpatient, inpatient, radiology, laboratory, pharmacy and special care. 179 staff were involved as the source of information. Results: Only nine work units reached the minimum service standards category. The cultural-psychological element was categorized as the highest cause. Value and belief on the quality of service resulted to 73.3%, while expectations had a 53.3%. All the cultural-psychological elements of the values and beliefs have shown tosignificantly affect the quality of the services positively. Conclusion: This study recommends the preparation of the minimum service standards, specifically for certain units in order to assess the quality of service that can be measured properly.
|Number of pages||6|
|Journal||Journal of the University of Malaya Medical Centre|
|Publication status||Published - 2020|
- Cultural-psychological elements
- Health service quality
- Minimum service standards