The Effects of Pandemic on Patient Satisfaction

Oct 13, 2025 by leolavanderia.com.br 110 views

The Impact of Pandemic on Patient Satisfaction for a Doctor: A Comparative Study

Introduction

The COVID-19 pandemic has brought about unprecedented changes in the world of health, affecting various aspects of healthcare services, including patient satisfaction. The emergence of this virus in late 2019 and its rapid spread across the globe have forced drastic changes in the healthcare system, including the implementation of new protocols and restrictions. In Indonesia, the first case of COVID-19 was confirmed on March 2, 2020, and since then, the number of cases has continued to increase, significantly impacting healthcare services.

The Effects of Pandemic on Patient Satisfaction

The pandemic has had a profound impact on patient satisfaction, with many patients experiencing decreased satisfaction levels when seeking medical treatment. A study conducted in the city of Medan, North Sumatra, aimed to determine the difference in patient satisfaction levels before and during the pandemic. The study involved 164 respondents who were at least 16 years old and had used healthcare services in four districts in Medan.

Methodology

The study employed a descriptive analytic design with a cross-sectional approach. The sampling method used was stratified random sampling, which ensured that the sample was evenly distributed across each district. The data obtained was then analyzed using the SPSS application.

Results

The results of the study showed that the level of patient satisfaction for a doctor before the pandemic was high. As many as 25% of respondents reported being very satisfied, while 58.3% were satisfied, 20% were neutral, 1.5% were not satisfied, and no one reported being very dissatisfied. In contrast, the level of patient satisfaction during the pandemic decreased. As many as 25% of respondents reported being very satisfied, 40.9% were satisfied, 25.8% were neutral, 7.6% were not satisfied, and 0.8% were very dissatisfied.

Analysis of Factors Affecting Decreased Satisfaction

Several factors contributed to the decreased satisfaction levels among patients seeking medical treatment during the pandemic. These factors include:

Changes in health protocols: The implementation of new health protocols, such as restrictions on the number of patients, the use of masks, and safeguards, can cause longer waiting times, difficulty communicating with doctors, and feelings of discomfort for patients.
*Anxiety and concern: Anxiety and concern for COVID-19 transmission can affect the patient's experience when seeking medical treatment.
Limited access: Limitation of access to healthcare services during the pandemic, such as delayed examination schedules or restrictions on visits, can make patients find it difficult to access the services they need.

Recommendations for Maintaining Patient Satisfaction

To increase patient satisfaction during the pandemic and post-pandemic periods, several recommendations can be implemented:

*Improving communication and transparency: Increasing communication and transparency between medical personnel and patients is crucial. Patients need to be clearly informed of the applicable procedures, predicted waiting times, and COVID-19 prevention steps.
*Utilizing technology: Utilization of technology, such as telemedicine, can be an alternative to providing remote healthcare services and reducing the risk of COVID-19 transmission.
*Providing psychological support: Medical personnel need to provide psychological support to patients who feel anxious or fearful related to COVID-19.
*Improving hospital management: Improved hospital management, such as the arrangement of patient flow, adding waiting rooms, and improving facilities, can help create a more comfortable atmosphere for patients.

Conclusion

The COVID-19 pandemic has brought significant changes in the world of healthcare, including a decrease in patient satisfaction levels when seeking medical treatment. This study highlights the importance of improving communication and transparency, utilizing technology, providing psychological support, and improving hospital governance to increase patient satisfaction in the future. By implementing these recommendations, healthcare providers can work towards maintaining patient satisfaction during the pandemic and post-pandemic periods.
Frequently Asked Questions: Patient Satisfaction During the Pandemic

Q: What are the main factors contributing to decreased patient satisfaction during the pandemic?

A: The main factors contributing to decreased patient satisfaction during the pandemic include changes in health protocols, anxiety and concern for COVID-19 transmission, and limited access to healthcare services.

Q: How can healthcare providers improve communication and transparency with patients during the pandemic?

A: Healthcare providers can improve communication and transparency with patients by clearly informing them of the applicable procedures, predicted waiting times, and COVID-19 prevention steps. This can be achieved through regular updates, clear signage, and open communication with patients.

Q: What is telemedicine, and how can it help increase patient satisfaction during the pandemic?

A: Telemedicine is the use of technology to provide remote healthcare services. It can help increase patient satisfaction during the pandemic by reducing the risk of COVID-19 transmission, improving access to healthcare services, and providing patients with more flexibility in terms of scheduling appointments.

Q: How can healthcare providers provide psychological support to patients who are anxious or fearful related to COVID-19?

A: Healthcare providers can provide psychological support to patients who are anxious or fearful related to COVID-19 by listening to their concerns, providing reassurance, and offering resources for mental health support. This can include counseling services, support groups, and online resources.

Q: What are some ways that healthcare providers can improve hospital management during the pandemic?

A: Healthcare providers can improve hospital management during the pandemic by arranging patient flow, adding waiting rooms, and improving facilities. This can help create a more comfortable atmosphere for patients and reduce the risk of COVID-19 transmission.

Q: How can patients contribute to maintaining patient satisfaction during the pandemic?

A: Patients can contribute to maintaining patient satisfaction during the pandemic by being open and honest with their healthcare providers, asking questions, and seeking support when needed. They can also take steps to reduce their risk of COVID-19 transmission, such as wearing masks, washing their hands regularly, and avoiding close contact with others.

Q: What are some resources available to patients who are experiencing decreased patient satisfaction during the pandemic?

A: There are several resources available to patients who are experiencing decreased patient satisfaction during the pandemic. These include online support groups, counseling services, and patient advocacy organizations. Patients can also contact their healthcare provider's patient relations department for support and guidance.

Q: How can healthcare providers measure patient satisfaction during the pandemic?

A: Healthcare providers can measure patient satisfaction during the pandemic by using surveys, feedback forms, and other evaluation tools. They can also use data analytics to track patient satisfaction levels and identify areas for improvement.

Q: What are some best practices for healthcare providers to maintain patient satisfaction during the pandemic?

A: Some best practices for healthcare providers to maintain patient satisfaction during the pandemic include:

Improving communication and transparency: Healthcare providers should clearly inform patients of the applicable procedures, predicted waiting times, and COVID-19 prevention steps.
*Utilizing technology: Healthcare providers should utilize technology, such as telemedicine, to provide remote healthcare services and reduce the risk of COVID-19 transmission.
*Providing psychological support: Healthcare providers should provide psychological support to patients who are anxious or fearful related to COVID-19.
*Improving hospital management: Healthcare providers should improve hospital management by arranging patient flow, adding waiting rooms, and improving facilities.

By following these best practices, healthcare providers can work towards maintaining patient satisfaction during the pandemic and post-pandemic periods.