FACTORS THAT AFFECT PATIENT SATISFACTION WITH ADMINISTRATIVE SERVICES IN FIRST-LEVEL HEALTH FACILITIES

Abstract

Administrative services are an important part of health services because they are the initial stage that patients go through when accessing services at health facilities. This study aims to find out and explain the factors that affect patient satisfaction with administrative services in first-level health facilities based on the results of previous research. The method used was a systematic literature review by browsing through various scientific articles and selecting 20 suitable articles for analysis. The results of the study show that patient satisfaction is influenced by several main factors, namely service waiting time, officer attitude, ease of procedure, availability of facilities, and technology in administrative services. Wait time and speed of service are the most influential factors, as fast service makes patients feel more comfortable. In addition, the friendly and responsive attitude of the officers and clear information also play an important role in improving patient satisfaction. Adequate facilities and the use of technology such as online registration also help speed up services and provide convenience for patients.