THE LEVEL OF SATISFACTION AMONG REMOVABLE APPLIANCES PATIENTS IN ORTHODONTIC CLINIC OF RSGM FKG UNPAD, BANDUNG

Fatin Nadhirah 160110073007 Supervisor: Ida Ayu Evangelina, drg, Sp. Ort (K) Dr. Sri Susilawati, drg, M.Kes

FACULTY OF DENTISTRY, UNIVERSITAS PADJADJARAN BANDUNG 2011

CHAPTER I: INTRODUCTION

Patient satisfaction Patient satisfaction is an important component of dental care

In orthodontics -> emerging interest in the study of patient expectations & satisfaction.

orthodontics is study & treatment of malocclusions (improper bites), which may be a result of tooth irregularity, disproportionate jaw relationships : all aesthetic-related.

Orthodontic is a long-term treatment that requires the patients to come back and forth for treatment & could take a very long time: patient opinion/ satisfaction for each visit will be different.

Thus, patient satisfaction plays a very important role.

PROBLEM IDENTIFICATION

What is the level of satisfaction among removable appliances patients in Orthodontics Clinic of RSGM FKG UNPAD, Bandung?

AIMS

To determine the level of satisfaction among removable appliances patients in Orthodontic Clinic in RSGM FKG UNPAD, Bandung.

To determine the level of satisfaction among removable appliances patients in Orthodontics Clinic in RSGM FKG UNPAD, Bandung.

Benefits

To identifies & responds to the needs of the removable appliances patients in Orthodontics Clinic of RSGM FKG UNPAD, Bandung.

As a stepping stone in efforts to provide better service towards patients in the Orthodontic Clinic of RGSM FKG UNPAD, Bandung.

To provide data for future research studies or other literature writings.

Patient Satisfaction Conceptual Model

Orthodontic department

Patient Satisfaction (adaptation from Indeks Kepuasan Masyarakat Kepmen PAN No :

KEP/25/M.PAN/2/2004)

Terms of services

Discipline

Capability

Justice in receiving services

Reasonableness of the service charges

Certainty of the schedule

Clarification

Speed of services

Environmental cleanliness

Service procedures

Responsibility

Politeness, courtesy and attention

Compliance costs with local government

Environmental safety

CHAPTER II:LITERATURE REVIEW

Community Satisfaction Indeks or Indeks Kepuasan Masyarakat

Patient satisfaction

Factors influencing patient satisfaction

General description of Orthodontic Clinic of RSGM FKG UNPAD

CHAPTER III: RESEARCH METHODOLOGY

Descriptive Periode: August to September 2011

RESEARCH METHOD

based on accidental sampling The criteria of population: removable appliances patients aged 12 and above ;a minimum of 5 visits/ twice activation; knows how to read and write; no cognitive disturbances, willingly to fill the questionnaire; & with the presence of informed consent.

POPULATION & SAMPLE

number of sample according to Kepmen PAN No: KEP/25/M.PAN/2/2004 : 150.

Interviews

Observations
-made by observing the implementation of the services offered by the co-assistant & the facilities

-done with the co-assistants, the questions that were asked including the basic overview of the services offered by the coassistants, the number of patients treated by the co-assistants, the available facilities & the costs patients have to pay if they were treated by the co-assistants.

RESEARCH PROCEDURE
Filling up questionnaire consists of 14 questions that was based on patient satisfaction level according to Indeks Kepuasan Masyarakat Menpan Kepmen PAN No : KEP/25/M.PAN/2/2004. This study was measured by using the Likert scale Number 1 represent : very dissatisfied 2 represent : dissatisfied 3 represent : quite satisfied 4 represent : satisfied 5 represent : very satisfied

DATA ANALYSIS TECHNIQUE

150 filled up questionnaires were calculated using IKM, the formula below was used:
For very dissatisfied..=1, dissatisfied..=2, quite satisfied..=3, satisfied..=4, very satisfied..=5 and for unanswered or blank..=0.

In this study, data analysis technique was based according to Indeks Kepuasan Masyarakat that was calculated using the weighted average value of each element of service.
Average weight value = Total weight Total items = 1 14 = 0.071

To obtain IKM value, formula below was used:

IKM =

Total perception value per item Total items filled

Value of weight

The above calculation results are categorized as follows:

No. 1 2 3 4

Interval Value 1,00-1,75 1,75-2.50 2,50-3.25 3,25-4,00

IKM Conversion 25-43.75 43.76- 62.50 62.51 81.25 81.26 -100.00

Quality of service Performances D C B A Poor Not good Good Very good

CHAPTER IV: RESULTS & DISCUSSION Descriptive Profile of Respondents

Age
72 48%

Gender
36 24%

Male 12 - 20 years old 21 - 30 years old 78 52% 114 76% Female

58 38%

Education 10
7% Middle School High School Diploma

113 75%

Job
Police and Military Private Sector Entrepreneur Student/College student Others

Degree
21 14% 1 1%

60 40%

Master and PHD

9 6%

16 11%

3 2%

9 6%

No. 1 2 3

Indicators Service Procedures Terms of Services Clarification of the Co-assistants Discipline of the Co-assistants Responsibility of the Co-assistants Capability of the Co-assistants Speed of Services

IKM 69.60% 71.07% 74.53% 76.40% 76.67% 79.60% 63.73%

Performances Good Good Good Good Good Good Good

Research Results Based on IKM

4 5 6 7

8
9

Justice in Receiving Service

Politeness, Courtesy and Attention of the Coassistants

70.93%

Good

86.13% 77.60% 74.53% 71,07% 69.33%

Very Good Good Good Good Good

10 11 12 13

Reasonableness of the Service Charges Compliance costs with Local Government Certainty of Service Schedule Environmental Cleanliness

IKM value
100.00% 90.00% 80.00%

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00% 1 2 3 4 5 6 7 8 9 10 11 12 13 14

Discussion
The overall aggregate of IKM achieved is 73.90%.

The 13 indicators that are in Good criteria are : Service Procedures (69.60%); Terms of Services (71.07%); Clarification of the Coassistants (74.53%); Disciplines of the Co-assistants (76.40%); Responsibility of the Co-assistants (76.67%); Capability of the Coassistants (79.60%); Speed of Services (63.73%); Justice in Receiving Service (70.93%); Reasonableness of the Service Charges (77.60%); Compliance Cost with the Local Government (74.53%); Certainty of Service Schedule (71.07%); Environmental Cleanliness (69.33%); & Environmental Safety (73.33%).
Only 1 indicator achieved the Very Good criteria which is the Politeness, Courtesy, and Attention given by the Co-assistant indicator, with the percentage of 86.13%.

CHAPTER V:CONCLUSION & SUGGESTIONS

Conclusion
Based on the Community Satisfaction Index (Indeks Kepuasan Masyarakat ) -> the level of satisfaction among removable appliances patients in Orthodontic Department of RSGM FKG UNPAD, Bandung are in Good criteria.

Suggestions

Patients should be educated about the procedures & terms of the services before the treatment. The co-assistants must always be discipline, responsible, polite, capable in handling patients & always give attention the patients need & complaints. The charges must be cheap, affordable & comply with the local government. Patients should always be treated with justice and not discriminate the status in the community. The environment of the clinic should always clean, tidy and safe to make the patients feel comfortable.