Evaluation of Dermatology Treatment Satisfaction towards Hospital Reputation among Chronic Skin Disease Patients at An Eastern Indonesian Referral Hospital

Abstract

Introduction: Chronic skin disease poses a major challenge due to the complexity of these diseases and the variety of symptoms require a highly individualized approach to diagnosis and long-term treatment. This study aimed to evaluate the factor of treatment satisfaction moderated with recurrency towards hospital reputation among patients with chronic skin disorder utilizing the modified Dermasat questionnaire with six variables (treatment effectiveness, convenience of use, impact on daily living, medical care information, treatment side effect tolerable) and an additional variable (physician communication).

Methods :Based on improved patient satisfaction moderated with recurrency towards hospital reputation, a questionnaire survey was conducted among 179 patients at a referral hospital in East Indonesia. The relationship of patient satisfaction, recurrency, and hospital reputation was verified via SmartPLS® version 4.1.0.2.

Results: The majority of the respondents were female from the productive age 18-39 years old (46%), mostly housewives with a senior high school qualification as their educational background level (51.4%). All six factors and moderation with recurrency (towards treatment effectiveness and physician communication) were significant (P-value<0.05) towards overall patient satisfaction. The strongest relationship is demonstrated by physical communication and tolerance of treatment side effects with patient satisfaction. Furthermore, overall patient satisfaction was significantly associated positively with hospital reputation (P-value=0.000).

Conclusions: Six variables were found that were related to skin disease patient satisfaction. Overall patient satisfaction is significantly associated positively with the hospital’s reputation, indicating a higher overall patient satisfaction will increase the hospital’s reputation which can encourage patient trust and compliance in the long term.