Analysis of the Determinants of Patient Loyalty in the Inpatient Installation at the General Hospital 'Aisyiyah St. Khadijah Pinrang District

Abstract

General Hospital is challenged to become the hospital of choice for the community in Pinrang Regency.In the midst of existing competition, hospitals must be able to further improve their ability to create loyal patients.There is BTO (Bed Turn Over) data in 2018-2022 obtained from preliminary data collection at RSU 'Aisyiyah St. Khadijah Pinrang Regency.The BTO in 2018 was 84 times, in 2019 it was 85 times, in 2020 it was 65 times, in 2021 it was 60 times, and in 2022 it was 84 times.The BTO of RSU 'Aisyiyah St. Khadijah Pinrang in 2018-2022 exceeds the standard set by the Indonesian Ministry of Health in 2005, which is 40-50 times.The BTO value that exceeds the standard indicates that many patients use beds in turn.This can lead to less than optimal inpatient services.If there are no days when the beds are not used, then the workload of the care team is very high and causes the beds not enough time to be cleaned because they continue to be used by patients in turn.This condition is likely to cause patient dissatisfaction, have an impact on reducing the performance of medical personnel, and potentially increase the frequency of nosocomial infections.Patient dissatisfaction with suboptimal inpatient services can lead to patient disloyalty to these inpatient services.Then there is also data on old patient visits in the inpatient installation for January-September 2023 obtained from Medical Records at St. Khadijah Pinrang Hospital 'Aisyiyah.Where old patient visits in January to February decreased by 6.3%, then decreased again by 10.9% in March, in April also

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