Redefining Patient Satisfaction: Satisfaction Driv-en Innovation of Dental Care Facility from Patient and Healthcare Workers Perspective

Abstract

The health care industry in Indonesia continues to grow, but the health industry has a low level of resilience. This study aims to explore the factors that are related to patient satisfaction at health care facilities (fasyankes) specifically for teeth and mouth in Indonesia.This study uses a qualitative approach by using triangulation, so that it involves three respondents, namely patients, doctors, and nurses in dental and oral health facilities, with a total of 37 informants. Data was collected by means of semi-structured interviews. The results revealed that in previous studies clinical atmosphere, quality, cost, and communication were frequently used to assess patient satisfaction. Meanwhile, this study offers another perspective and provides evidence that safety, speed, up-to-date, credibility, and ease of processing are important factors that can also promote patient satisfaction. Novelty is obtained by analyzing patient satisfactionin health facilities specifically for teeth and mouth in Indonesia as a unit of research analysis that has never been done in previous studies.