Analysis Using the IPA Method

Oct 13, 2025 by wbrum.org 120 views

Introduction

Good health services are the key to ensuring patient satisfaction, especially for outpatients. The quality of health services provided by hospitals is a critical factor in determining patient satisfaction and loyalty. In this context, Royal Prima Medan Hospital, a leading healthcare provider in Medan, Indonesia, has been striving to provide high-quality services to its patients. However, to ensure that the hospital is meeting its patients' expectations, it is essential to conduct a thorough analysis of the quality of its outpatient health services.

Methodology

To understand the quality of services provided by Royal Prima Medan Hospital, this study uses the Importance Performance Analysis (IPA) method. This method aims to measure the relationship between patient perception and priority improving service quality. The IPA method involves analyzing the importance and performance of various service attributes to identify areas that require improvement.

Data Collection

This study involved 70 respondents through a questionnaire distribution designed to measure the level of patient satisfaction with the services provided by Royal Prima Medan Hospital. The questionnaire consisted of a series of questions that assessed the patients' perceptions of various service attributes, including waiting time, communication with healthcare providers, and the overall quality of care.

Results

The results of the study showed that patient satisfaction scores reached 4.03. Based on the customer satisfaction index, this score is categorized as satisfactory. However, it is essential to underline that even though the score shows satisfaction, there is still room for improvement.

Analysis Using the IPA Method

Through analysis using the Natural Sciences method, it was found that there are three service attributes that require improvement and become a top priority. These attributes are in quadrant I, which shows that although these attributes have a high important level, their performance is inadequate. Therefore, Royal Prima Medan Hospital needs to immediately take steps to improve the quality of these attributes in order to meet patient expectations.

On the other hand, the analysis also shows that there are six attributes that must be maintained. These attributes are located in Quadrant II, which means they have met the patient's expectations and need quality. Maintaining quality in these attributes is very important so that patients feel comfortable and satisfied when receiving service.

Implications for Service Improvement

In this context, Royal Prima Medan Hospital can use this finding as a basis for designing service improvement strategies. Improvements to the attributes contained in Quadrant I can include staff training, adding facilities, or improved administrative processes that can speed up the patient's waiting time. In addition, it is also essential to maintain good communication with patients, so they feel heard and valued.

Conclusion

In conclusion, through the Natural Sciences method, we can clearly see the description of the quality of health services at Royal Prima Medan Hospital. Although the level of patient satisfaction is in a satisfying category, identification of attributes that need to be improved and maintained becomes an important step to improve the overall quality of service. This will not only increase patient satisfaction but also build a reputation of Royal Prima Medan Hospital as a quality healthcare provider. By applying the results of this analysis, it is hoped that the Royal Prima Medan Hospital can provide better services and meet the expectations of all patients being treated.

Recommendations

Based on the findings of this study, the following recommendations are made:

Royal Prima Medan Hospital should prioritize improving the quality of service attributes that are in Quadrant I, such as waiting time and communication with healthcare providers.
The hospital should also maintain the quality of service attributes that are in Quadrant II, such as the overall quality of care and the cleanliness of the hospital.
The hospital should consider implementing staff training programs to improve the quality of care provided to patients.
The hospital should also consider adding facilities and improving administrative processes to speed up the patient's waiting time.

Limitations of the Study

This study has several limitations that should be noted. Firstly, the study only involved 70 respondents, which may not be representative of the entire patient population. Secondly, the study only assessed patient satisfaction with the services provided by Royal Prima Medan Hospital and did not assess other aspects of the hospital's performance.

Future Research Directions

Future research should aim to build on the findings of this study by conducting a more comprehensive analysis of the quality of health services at Royal Prima Medan Hospital. This could include assessing other aspects of the hospital's performance, such as patient safety and the quality of care provided to patients with specific medical conditions.

Conclusion

In conclusion, this study provides valuable insights into the quality of outpatient health services at Royal Prima Medan Hospital. The findings of this study highlight the importance of prioritizing service improvement and maintaining quality in various service attributes. By applying the results of this analysis, it is hoped that the Royal Prima Medan Hospital can provide better services and meet the expectations of all patients being treated.

Q: What is the Importance Performance Analysis (IPA) method?

A: The Importance Performance Analysis (IPA) method is a tool used to measure the relationship between patient perception and priority improving service quality. It involves analyzing the importance and performance of various service attributes to identify areas that require improvement.

Q: What are the key findings of the study?

A: The study found that patient satisfaction scores reached 4.03, which is categorized as satisfactory. However, there are three service attributes that require improvement and become a top priority, and six attributes that must be maintained.

Q: What are the implications of the study for service improvement?

A: The study suggests that Royal Prima Medan Hospital should prioritize improving the quality of service attributes that are in Quadrant I, such as waiting time and communication with healthcare providers. The hospital should also maintain the quality of service attributes that are in Quadrant II, such as the overall quality of care and the cleanliness of the hospital.

Q: What are the limitations of the study?

A: The study has several limitations, including a small sample size and a focus on patient satisfaction only.

Q: What are the recommendations for future research?

A: Future research should aim to build on the findings of this study by conducting a more comprehensive analysis of the quality of health services at Royal Prima Medan Hospital. This could include assessing other aspects of the hospital's performance, such as patient safety and the quality of care provided to patients with specific medical conditions.

Q: What are the benefits of using the IPA method in healthcare?

A: The IPA method provides a comprehensive framework for analyzing the quality of healthcare services and identifying areas for improvement. It can help healthcare providers to prioritize service improvement and maintain quality in various service attributes, leading to improved patient satisfaction and loyalty.

Q: How can healthcare providers apply the findings of this study in their own organizations?

A: Healthcare providers can apply the findings of this study by conducting their own IPA analysis to identify areas for improvement and prioritize service improvement. They can also use the IPA method to maintain quality in various service attributes and improve patient satisfaction and loyalty.

Q: What are the implications of the study for healthcare policy and practice?

A: The study highlights the importance of prioritizing service improvement and maintaining quality in various service attributes in healthcare. It suggests that healthcare providers should focus on improving the quality of care provided to patients and maintaining quality in various service attributes to improve patient satisfaction and loyalty.

Q: What are the future directions for research in this area?

Q: What are the key takeaways from the study?

A: The key takeaways from the study are that patient satisfaction is a critical factor in determining patient loyalty, and that healthcare providers should prioritize service improvement and maintain quality in various service attributes to improve patient satisfaction and loyalty.