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Asian Journal of Healthy and Science

p-ISSN: 2980-4302

e-ISSN: 2980-4310

Vol. 2 No. 5 May 2023

CHOOSING SERVICE FACILITIES IN THE HOSPITAL INTERIOR TO

INCREASE PATIENT SATISFACTION

Levi Anatolia S.M. Exposto, Made Ida Mulyati

, Jerminal Magno

, Marcos

Carvalho

Faculty of Public Health and Medical Sciences, Universidade da Paz, Timor-

Leste

Institut Seni Indonesia Denpasar

Email: bebretelevi@yahoo.com, idagunawan2018@gmail.com,

marcosd4carvalho@gmail.com, magnojerminal@gmail.com

Abstract

Patient satisfaction is the main indicator of the standard of a health facility and is a

measure of service quality, satisfaction, internal and external infrastructure

conditions, and other supporting facilities. In order to achieve patient satisfaction, it

is necessary to increase standards in maintaining the quality of hospital services that

refer to the quality of health services and facilities in order to meetpatient satisfaction.

Related to this, each hospital as a place of health services mutually improve the

quality and service of each other both in aspects of hospital quality, Human

Resources and hospital image. The purpose of this article review is to provide

information, overview, ideas / ideas about choosing service facilities in the hospital

interior to increase patient satisfaction. The study design used is Systematic

Literature Review or literature review. Method of searching for articles in research

journal databases and searching via the internet. The database searches used were

Google Scholar, PubMed, DOAJ, Elsevier, Science Direct, Emeral Insight from 2013

to 2022. It was found that from a total of 65 articles in English and Indonesian

after screening it was found that there were 10 articles that were eligible (elegibility)

to do analyze and draw conclusions. In order to achieve patient satisfaction, it is

necessary to increase standards in maintaining the quality of hospital services that

refer to the quality of health services and facilities in order to meet patient or

community satisfaction. A good hospital can contribute to the healing process of

patients and the productivity of perpetrators, medical service procedures can be

carried out effectively and efficiently, easily maintained cleanliness. A beautiful,

functional, efficient and clean building gives a positive impression to all hospital

users, both in the form of physical responses to certain psychological effects that arise

in the mind. Therefore, it is concluded that choosing service facilities in the interior

of the Hospital can generate patient loyalty to the hospital and interest in visiting

again. Thus, it can be tied to service quality as one of the keys to the success of the

hospital to increase patient satisfaction and maintain customer loyalty

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Keywords: Facilities, Interior, Hospital, Satisfaction

INTRODUCTION

The increasing public awareness of the importance of health affects hospitals in

providing health services. Improvement of health services is carried out by hospitals

to support healing and recovery with full attention to patient comfort and satisfaction.

According to WHO (World Health Organization), hospitals are an integral part of a

social and health organization with the function of providing plenary services

(comprehensive), disease healing (curative) and disease prevention (preventive) to

the community (Djeinne Thresye Pangerapan, Ora Et Labora I. Palandeng, 2018).

The hospital is also a training center for health workers and a medical research center.

Hospitals as part of the health system are required to be able to improve the quality

of patients with complete facilities and fast and precise services.

The hospital provides individual health services including promotive,

preventive, curative and rehabilitative services that provide inpatient, outpatient, and

emergency services (Ai et al. , 2022) . Therefore , hospital services that require

quality assessment aspects, and nursing services are an integral part of hospital

services. Overall interconnected, running in an integrated manner to provide services

to hospital service users so that nursing services are one of the determining factors for

service quality and hospital image in the eyes of the community (Alim, Tangdilambi

and Badwi, 2019). As a general public health service, hospitals have a major

problem, namely whether the services provided are in accordance with patient

expectations or not. Therefore, the hospital is required to always maintain patient

trust by improving the quality of its services.

The quality of nursing services in hospitals depends on the skills, speed, ease

and accuracy in carrying out nursing practice actions. Quality nursing services are

one of the basic needs that everyone needs. Service quality starts from customer

needs and ends at customer perception (Supartiningsih, 2017). The image of good

service quality focuses on the point of view or perception of customers. In health

services, the quality of service places patients as those who consume and enjoy health

service services including those that determine the quality of services. With the

quality of hospital services, it encourages patients to establish strong relationships

with service providers (Riani, Muliyadi and Yulia, 2021). Good service quality is not

only measured by the luxury of facilities, technological completeness and physical

appearance but from the attitude and behavior of employees must reflect

professionalism and have high commitment.

Satisfaction is the degree to which a person feels after comparing his perceived

performance or results with his expectations. The level of satisfaction is a function of

the difference between perceived performance and expectations. If the performance

is below expectations, then customers will be very disappointed. When the

performance is as expected, then customers will be very satisfied. Increased patient

satisfaction can lead to patient loyalty to the hospital and interest in visiting again.

Services provided by hospitals must be of high quality and meet five main quality

dimensions, namely: tangibles, reliability, responsiveness, assurance, and emphaty (Taufiq

Rahmat, 2021). Service and satisfaction are two things that cannot be separated,

because with satisfaction, related parties can correct each other to where the service

provided is getting better or worse.

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The level of satisfaction is a function of the difference between perceived

performance and expectations. If the performance is below expectations, then

customers will be very disappointed. When the performance is as expected, then

customers will be very satisfied. Meanwhile, if the performance exceeds expectations,

customers will be very satisfied (Djeinne Thresye Pangerapan, Ora Et Labora I.

Palandeng, 2018). Customer expectations can be shaped by past experiences,

comments from relatives as well as promises and information from various media.

Satisfied customers stay longer, are less price sensitive and comment well about the

company. In health services, although the Puskesmas has provided the same service

to all patients, the level of satisfaction can be different (Supartiningsih, 2017). In

health services, the main factor in determining satisfaction in addition to the quality

of the results of overcoming health problems is the existence of healing, as well as the

quality of service of good, friendly, polite officers and completeness of facilities.

In addition to paying attention to the quality of service, the comfort aspect by

implementing the concept in the interior is expected to optimize health services at the

hospital. To determine the concept of the chosen space, we must know the

dimensions of the amount of space and the height of the ceiling. For the inpatient

room space is not too spacious and has a ceiling height that is not too high, then we

can take the concept of calm (calm) or the concept of fresh (fresh). In the concept of

calm (calm) can be applied elegant soft colors. As for the concept of fresh (fresh) can

be applied young colors that take inspiration from nature. But in the application of

this concept does not rule out the possibility of applying warm colors as accentuation

so that it seems more lively not too moneton. If the inpatient room has a large enough

room with sufficient ceiling height, it can take the concept of warm. In this concept,

warm colors are applied, but do not rule out the possibility of being combined with

soft and natural colors to give a more comfortable impression (Mulyati, 2009).

Basically, the physical hospital is also directly related to the quality of medical

services. A good building will provide comfort to the wearer and will affect the level

of utilization which will also contribute to the healing process of patients and

employee performance. A good building will also provide assurance for the

implementation of medical service procedures carried out. A study conducted by

CABE (Commission for Architecture and Built Environment) in August 2003 of 500

nurses and doctors in London stated that 91% of nurses and 100% of doctors surveyed

are well aware and believe that the good design of hospitals and their environment

has a direct impact on the speed of recovery of patients (patients recovery rate) and

90% of nurses, 91% of doctors agree that poorly designed hospitals contribute greatly

to increased patient stress, and 90% of doctors say that patient attitudes are better

towards medical staff if they are in well-designed rooms (Herdyanti, Rachmaniyah

and Wahyudie, 2016).

Choosing interior facilities in a hospitalis expected to create clarity and ease

of circulation flow of health and administrative service delivery flows, as well as

change the scary and scary image into a friendly hospital by providing a comfortable

atmosphere and a sense of security for space users (Aljunid et al. , 2020) . Another

important aspect that must be taken into account, there is also the opportunity to

meet face to face openly according to the characteristics of the activities that must be

carried out without reducing the security and confidentiality requirements of the

hospital. There are also large waiting facilities, pathways to other spaces that have

direct and indirect links to the lobby. Through such an interior design model, it can

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be reflected on the quality of adjustment of the hospital to the various needs and

demands that develop in its visitors (Aljunid, Taib and Samah, 2020).

This condition is one of the dominant indicators, in determining the

realization of progress and development that is the expectation of the hospital is

required to always exist, even become a reliable health institution and become the

main choice of the community in managing ideal but affordable health. Hospitals

are very obliged to provide quality and affordable health services, in order to improve

the quality of life of the community in their environment (Gusti, Ardana and Gede,

2014). The characteristics of the interior design of the Hospital are in accordance

with applicable standards. The use of the Natural concept is able to present a fresh

and refreshing natural atmosphere that can have a positive effect not only for patients

but also for medical personnel, non-medical personnel and hospital visitors

(Puspitasari, Anggraeni and Rachmaniyah, 2017).

RESEARCH METHODS

The review design used is Systematic Literature Review or literature review.

Literatures review is a description of theories, findings and other research materials

obtained from reference materials to be used as a basis for research activities. Literature

review contains reviews, summaries, and thoughts of authors on several literature sources

(national and international articles) on the topics discussed ( Nightingale, 2009). A good

literature review must be relevant, up-to-date, and adequate. Theoretical foundations,

theoretical reviews, and literature reviews are some ways to conduct literature reviews.

Method of searching for articles in research journal databases and searching through the

internet. The database searches used were Google Scholar, PubMed, DOAJ, Elsevier,

ScienceDirect, Emeral Insight from 2013 to 2022. For article search, the keyword used is

Choosing service facilities in the hospital interior to increase patient satisfaction. Based

on the results of the first search, hundreds of articles may be obtained, so there needs to

be a criterion to homogenize the articles found so that there are not too many articles

obtained. The inclusion criteria can be seen in the following table:

Table.1 Inclusion Criteria

Criterion

Inclusion

Compass

The maximum issuance period is 10 years

Design Study

All types of research studies

Time

201 3-202 2

Language

Indonesian and English

Journal Type

Original Research Articles and Review Articles

This literature review is synthesized using a narrative method by grouping similar

extracted data according to the results measured to answer the objectives of research

journals in accordance with inclusion criteria then collected and made journal summaries

including the name of the researcher, year of publication of the journal, country of

research, research title, method and summary of results or findings. The summary of the

research journal is entered into a table sorted according to the alphabet and year of

publication of the journal and in accordance with the format mentioned above. To further

clarify the analysis of abstracts and full texts, journals are read and examined. The

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summary of the journal is then analyzed on the contents contained in the research

objectives and research results / findings.

Figure 1 of PRISMA Framework

RESULT AND DISCUSSION

From several articles obtained from Google Scholar, PubMed, DOAJ, Elsevier,

Science Direct, Emeral Insight from 2013 to 2022 after going through several stages

of article analysis above found several articles that meet The requirements for

reviewing and drawing conclusions are as follows:

Table 2 Article Review Results

No.

Author Name

Heading

Year

Lina Qonitah Herdyanti, Nanik

Rachmaniyah, and Prasetyo

Wahyudie

Interior Redesign of Class B State

Hospital with Healing Environment

Concept

2016

Shariffah Syafiqah Aljunid,

Nurul Nabilah Huda Mohamad

Shukri, Mohd Zafrullah Mohd

Taib and Zanariah Abu Samah.

Determinants of patient satisfaction

on interior design quality of public

hospitals in Malaysia

2020

Ita Riani, Muliyadi, Sri Yulia

Patient Satisfaction of Health

Services In The Hospital

2020

Rinaldo Piris

The Effect of Service Quality on

Inpatient Patient Satisfaction at

RSUD Serui, Yapen Islands District

2022

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No.

Author Name

Heading

Year

Djeinne Thresye Pangerapan, Ora

Et Labora I. Palandeng,A. Joy M.

Rattu

The relationship between service

quality and patient satisfaction at

the Internal Medicine Polyclinic of

Gmim Pancaran Kasih Manado

General Hospital

2018

Dinda Ayu Puspitasari, Aria

Weny Anggraeni, and Nanik

Rachmaniyah

Interior Design of Inpatient Room

and Supporting Facilities of

Pomegranate Maternity Hospital

with Modern Natural Concept

2017

Shariffah Syafiqah Aljunid,

Nurul Nabilah Huda, Mohamad

Shukri, Mohd Zafrullah, Mohd

Taib and Zanariah Abu Samah.

Determinants of patient satisfaction

on interior design quality of public

hospitals in Malaysia.

2020

Yun Ai, Muhammad Khalilur

Rahman, Md. Shah Newaz, Md.

Abu Issa Gazi5, Md. Atikur

Rahaman, Abdullah Al Mamun6

and Xia Chen.

Determinants of patients,

satisfaction and trust toward

healthcare service enviroment in

general practice Clinics

2022

Sharifah Shafiqah Aljunid, Mohd

Zafrullah, Mohd Taib and

Zanariah Abu Samah

Occupants' satisfaction towards

interior design quality at inpatient

units of public hospitals in

Malaysia: a sustainable

development framework

2020

10.

Ahmad Rafik, Nyoman

Suardhita, Irwin Sukrisno Sugen

The influence of quality of services

and hospital facilities onpatient

satisfaction (Case study at dr.

Chasbullah Abdul MajidHospital,

Bekasi City)

2021

Research journals that match the inclusion criteria are then collected and made a

journal summary including the name of the researcher, year of publication of the journal,

research title, methods and summary of results or findings. The summary of the research

journal is entered into the table according to the format mentioned above. To further

clarify the analysis of abstracts and full text, journals are read and examined. The

summary of the journal is then analyzed on the contents contained in the purpose of

reviewing articles and research results / findings.

Through the data that has been processed and the results of research research, the

following conclusions are obtained: A small number of visitors, especially hospital

patients, have found it easy to determine the registration flow. So it is necessary to

improve the right design to make patients feel rilex in conducting examinations at the

Hospital such as:

1. Color

Color is an important element in design, because with color a design work will

have more meaning and value (added value) from the utility of the work. With color

can be created a space atmosphere that impresses strong, pleasant and so on so that

psychologically it has an emotional influence (Pile, 1995 in Sriti Mayang Sari, 2003).

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In terms of psychology, color has a strong influence on human mood and

emotions, making the atmosphere hot or cold, provocative or sympathetic, exciting or

calming. Color is a sensation, produced by the brain from light entering through the

eye. Physically, sensations can be formed from existing colors. For example, a space

painted white or other soft colors can give the impression that the space is larger than

the actual dimensions. The opposite will happen if the space uses dark colors. To get

the same warm sensation, a room given cold colors requires a lower temperature

setting (AC) compared to a room given warm colors (Sriti Mayang Sari, 2003)

The influence of these colors can provide more value to the interior planning of

a space so that it can affect the psychological factors of the wearer in accordance with

the purpose and usefulness of the space. For example, the atmosphere of a calm room

should choose elegant soft colors so as to make the space seem spacious, peaceful,

relaxed and comfortable, such as a combination of pastel green, pastel brown, white,

pastel blue, and others (Mulyati, 2009).

Figure 1. Colors in Hospital Interior

The hospital as a built environment that supports non-medical healing, its

planning and design always considers the technical-functional aspects that can be

medically accounted for. Therefore, technical standards for the interior design

planning process of each room are different, including temperature and humidity

problems, room illumination levels, room noise levels and interior finishing

requirements.

2. Wall

According to hospital standards, the walls should be hard, flat, non-porous, do

not cause glare, fireproof, waterproof, rustproof, have no joints, and be easy to clean.

To prevent the growth of bacteria, the wall uses anti-bacterial and anti-odor paint.

Figure 2. Hospital interior walls

Overall, the walls in the hospital have different colors according to the

designation of the function of the room. The selection of wall paint must use anti-

bacterial and anti-odor paint. The use of glass material is also used as an aesthetic

element on the wall to give a modern impression. In the waiting room area using wood

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material on the wall as a natural impression to compensate for the amount of

vegetation in the garden (Herdyanti, Rachmaniyah and Wahyudie, 2016).

3. Floor

The floor in the hospital building recommended according to hospital standards

must be strong, have a flat surface, waterproof, not slippery, light color, and easy to

clean. The use of epoxy in the medical area so that it does not have a cavity that can

potentially be a breeding ground for bacteria. The use of cove former is used so that

there is no corner that has the potential to be a breeding ground for bacteria at the

meeting of the floor and wall. In non-medical areas, using granite floors and wood-

patterned vynil.

Figure 3. Hospital interior floor walls

Other criteria for health and safety include criteria: flammability, light

reflectance, slipperiness, and surface flatness. These requirements are intended to

create an attractive space atmosphere by processing floor materials and colors that

consider function and aesthetic factors because the floor is also an important design

element in the space (Astuti, 2016).

4. Ceiling

The design concept on the ceiling emphasizes more healing elements to give a

dynamic impression. So that the ceiling can be a common thread that unites the concept

of healing in indoor and outdoor areas. The ceiling uses gypsum board material with a

hollow frame. According to hospital standards, the ceiling used must be strong, light-

colored, and easy to clean. Using anti-bacterial and anti-odor paint finishing. In some

areas that require task lighting, use a drop ceiling without a cavity to bring the distance

of the lamp closer to the object that needs lighting and give the impression of a

different area. In the polyclinic waiting room area, using leaf shapes for drop ceilings

(Herdyanti, Rachmaniyah and Wahyudie, 2016).

Figure 4. Hospital Interior Ceiling

5. Lighting

Lighting is one of the important factors in space design. The space that has been

designed cannot fulfill its function properly if lighting access is not provided. Lighting

in the space allows people who occupy it to be able to see objects. Without being able

to see objects clearly, activities in the space will be disrupted. Conversely, light that is

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too bright can also interfere with vision. Thus, the intensity of light needs to be adjusted

to produce the suitability of vision needs in space based on the type of activities. The

direction of light that is frontal to the direction of view of the eye can create glare.

Therefore, the direction of light along with its reflection or refracting effects also need

to be adjusted to create comfortable spatial vision (Adi Santosa, 2006).

Figure 5. Hospital Interior Lighting

6. Garden

The purpose of creating the park is to improve patient interaction with nature.

The garden that will be created can be enjoyed by involving four types of human

senses, namely hearing, smell, sight, and hearing. Garden areas that use the sense of

taste are not applied because environmental conditions are not suitable. Create an

interactive sensory garden that can lower blood pressure, contribute to a positive

emotional state, lower stress levels and increase energy. The garden is dominated by

greenery, flowers, and water elements. Water elements such as fountains also provide

tranquility from the sound of gurgling water generated (Herdyanti, Rachmaniyah and

Wahyudie, 2016).

Figure 6. Garden on the Hospital grounds

In order to achieve patient satisfaction, it is necessary to increase standards in

maintaining the quality of hospital services that refer to the quality of health services

and facilities in order to meet patient or community satisfaction. New patients will feel

satisfied if the performance of the health services they get or the facilities offered are

in accordance with their expectations. So patient satisfaction is a level of patient

feelings that arise due to the results of comparing the performance of health services

he receives with what he expects.

CONCLUSION

Choosing service facilities in the interior of the hospital can generate patient

loyalty to the hospital and interest in visiting again. Thus, it can be tied to service

quality as one of the keys to the success of the hospital to improve patient health and

maintain customer loyalty. Patient satisfaction is a response or response given by the

patient after comparing the patient's expectations with what the patient experienced

or obtained on the quality of service provided by the nurse.

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