ANALYSIS OF FACTORS AFFECTING PATIENT SATISFACTION WITH CHRONIC DISEASES IN OUTPATIENT SERVICES: SCOPING REVIEW
Abstrak
Patient satisfaction is a crucial indicator in evaluating the quality of healthcare services, especially for individuals with chronic diseases who require long-term care. This study aimed to analyze the factors that influence patient satisfaction among chronic disease patients in outpatient care settings. This study employed a scoping review method by searching articles through PubMed, ScienceDirect, and Google Scholar databases, using the keywords: "patient satisfaction", "chronic disease", "outpatient services", "scoping review", and "service quality". A total of 315 articles were initially identified, and after applying inclusion and exclusion criteria, 20 articles were selected for further analysis.The findings showed that factors such as the quality of interaction with healthcare professionals, service accessibility, and emotional support significantly influence patient satisfaction levels. Enhancing patient satisfaction can be achieved by improving the quality of services and addressing both the emotional and physical needs of patients with chronic diseases.
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Referensi
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3. Lu J, Zhao H, Ji Z, Dong Y. Effect of patient satisfaction on the utilization of mHealth services by patients with chronic disease. DIGITAL HEALTH. 2025;11. doi:10.1177/20552076251333983
4. Grant MJ, Booth A. A typology of reviews: an analysis of 14 review types and associated methodologies. Health Information & Libraries Journal. 2009;26(2):91-108. doi:10.1111/j.1471-1842.2009.00848.x
5. Levac D, Colquhoun H, O’Brien KK. Scoping studies: advancing the methodology. Implementation Science. 2010;5(1):69. doi:10.1186/1748-5908-5-69
6. Hasna H, Irwandy I, Arifah N. Hubungan Kualitas Komunikasi Dengan Tingkat Kepuasan Pasien Di Rumah Sakit Universitas Hasanuddin: Related Communication Quality With the Level of Patient Satisfaction at the Hasanuddin University Hospital. HJPH. 2022;3(2):155-165. doi:10.30597/hjph.v3i2.21856
7. Cha YJ. Key Factors Influencing Outpatient Satisfaction in Chronic Disease Care: Insights from the 2023 Korea HSES. Healthcare. 2025;13(6):655. doi:10.3390/healthcare13060655
8. Alharbi AK, Alhutayrashi AA, Alosaimi AN, et al. Patient Satisfaction and Comprehension of Physician and Pharmacist Prescription in Saudi Arabia: A Cross-Sectional Study. Cureus. 2022;14. doi:10.7759/cureus.27324
9. Khatun F, Das NC, Hoque MR, et al. Users’ Perceived Service Quality of National Telemedicine Services During the COVID-19 Pandemic in Bangladesh: Cross-Sectional Study. JMIR Human Factors. 2024;11(1):e46566. doi:10.2196/46566
10. Yeh SCJ, Chen SHS, Yuan KS, Chou W, Wan TTH. Emotional Labor in Health Care: The Moderating Roles of Personality and the Mediating Role of Sleep on Job Performance and Satisfaction. Front Psychol. 2020;11. doi:10.3389/fpsyg.2020.574898
11. Aiken LH, Sloane DM, Ball J, Bruyneel L, Rafferty AM, Griffiths P. Patient satisfaction with hospital care and nurses in England: an observational study. BMJ Open. 2021;8(1):e019189. doi:10.1136/bmjopen-2017-019189
12. Nisaa A, Noor AFBM, Peng CL. Kepuasan Pasien di Fasilitas Pelayanan Kesehatan (MJ Health) Johor Bahru, Malaysia. j-remi. 2025;6(2):146-155. doi:10.25047/j-remi.v6i2.5790
13. Vaseur RME, te Braake E, Beinema T, d’Hollosy WON, Tabak M. Technology-supported shared decision-making in chronic conditions: A systematic review of randomized controlled trials. Patient Education and Counseling. 2024;124:108267. doi:10.1016/j.pec.2024.108267
14. Wootton R. Twenty years of telemedicine in chronic disease management--an evidence synthesis. J Telemed Telecare. 2012;18(4):211-220. doi:10.1258/jtt.2012.120219
15. Kruse CS, Krowski N, Rodriguez B, Tran L, Vela J, Brooks M. Telehealth and patient satisfaction: a systematic review and narrative analysis. BMJ Open. 2017;7(8):e016242. doi:10.1136/bmjopen-2017-016242
16. Alamri A, Bawazeer A, Almotiri T, et al. Healthcare digitization and patient confidentiality. International journal of health sciences. 2020;4(S1):105-113. doi:10.53730/ijhs.v4nS1.15080
17. Andri K, Englardi NP, M N. Hubungan Dukungan Keluarga Dengan Kepatuhan Pasien Chronic Kidney Disease Dalam Menjalani Hemodialisa Di Ruangan Hemodialisa Semen Padang Hospital Tahun 2025. Menara Ilmu : Jurnal Penelitian dan Kajian Ilmiah. 2025;19(2):757-765. doi:10.31869/mi.v19i2.6906
18. Pratama A, Arif A, Ramadhan R. Perilaku Merokok dan Risiko Penyakit Paru Kronis pada Lansia. Primary J Multidiscip Res. 2025;1(2):48-53. doi:10.70716/pjmr.v1i2.167
19. Luo Z ni, Li K, Chen A qi, et al. The influence of family health on self-efficacy in patients with chronic diseases: the mediating role of perceived social support and the moderating role of health literacy. BMC Public Health. 2024;24(1):3398. doi:10.1186/s12889-024-20906-x
20. Dewanto A, Indrawati L, Nuryanti L. The Relationship Between Family Social Support And Compliance Of Chronic Renal Failure Patients Undergoing Hemodialysis. Journal of Vocational Nursing. 2025;6(1):1-6. doi:10.20473/jovin.v6i1.55491
2. Çakmak C, Uğurluoğlu Ö. The Effects of Patient-Centered Communication on Patient Engagement, Health-Related Quality of Life, Service Quality Perception and Patient Satisfaction in Patients with Cancer: A Cross-Sectional Study in Türkiye. Cancer Control. 2024;31. doi:10.1177/10732748241236327
3. Lu J, Zhao H, Ji Z, Dong Y. Effect of patient satisfaction on the utilization of mHealth services by patients with chronic disease. DIGITAL HEALTH. 2025;11. doi:10.1177/20552076251333983
4. Grant MJ, Booth A. A typology of reviews: an analysis of 14 review types and associated methodologies. Health Information & Libraries Journal. 2009;26(2):91-108. doi:10.1111/j.1471-1842.2009.00848.x
5. Levac D, Colquhoun H, O’Brien KK. Scoping studies: advancing the methodology. Implementation Science. 2010;5(1):69. doi:10.1186/1748-5908-5-69
6. Hasna H, Irwandy I, Arifah N. Hubungan Kualitas Komunikasi Dengan Tingkat Kepuasan Pasien Di Rumah Sakit Universitas Hasanuddin: Related Communication Quality With the Level of Patient Satisfaction at the Hasanuddin University Hospital. HJPH. 2022;3(2):155-165. doi:10.30597/hjph.v3i2.21856
7. Cha YJ. Key Factors Influencing Outpatient Satisfaction in Chronic Disease Care: Insights from the 2023 Korea HSES. Healthcare. 2025;13(6):655. doi:10.3390/healthcare13060655
8. Alharbi AK, Alhutayrashi AA, Alosaimi AN, et al. Patient Satisfaction and Comprehension of Physician and Pharmacist Prescription in Saudi Arabia: A Cross-Sectional Study. Cureus. 2022;14. doi:10.7759/cureus.27324
9. Khatun F, Das NC, Hoque MR, et al. Users’ Perceived Service Quality of National Telemedicine Services During the COVID-19 Pandemic in Bangladesh: Cross-Sectional Study. JMIR Human Factors. 2024;11(1):e46566. doi:10.2196/46566
10. Yeh SCJ, Chen SHS, Yuan KS, Chou W, Wan TTH. Emotional Labor in Health Care: The Moderating Roles of Personality and the Mediating Role of Sleep on Job Performance and Satisfaction. Front Psychol. 2020;11. doi:10.3389/fpsyg.2020.574898
11. Aiken LH, Sloane DM, Ball J, Bruyneel L, Rafferty AM, Griffiths P. Patient satisfaction with hospital care and nurses in England: an observational study. BMJ Open. 2021;8(1):e019189. doi:10.1136/bmjopen-2017-019189
12. Nisaa A, Noor AFBM, Peng CL. Kepuasan Pasien di Fasilitas Pelayanan Kesehatan (MJ Health) Johor Bahru, Malaysia. j-remi. 2025;6(2):146-155. doi:10.25047/j-remi.v6i2.5790
13. Vaseur RME, te Braake E, Beinema T, d’Hollosy WON, Tabak M. Technology-supported shared decision-making in chronic conditions: A systematic review of randomized controlled trials. Patient Education and Counseling. 2024;124:108267. doi:10.1016/j.pec.2024.108267
14. Wootton R. Twenty years of telemedicine in chronic disease management--an evidence synthesis. J Telemed Telecare. 2012;18(4):211-220. doi:10.1258/jtt.2012.120219
15. Kruse CS, Krowski N, Rodriguez B, Tran L, Vela J, Brooks M. Telehealth and patient satisfaction: a systematic review and narrative analysis. BMJ Open. 2017;7(8):e016242. doi:10.1136/bmjopen-2017-016242
16. Alamri A, Bawazeer A, Almotiri T, et al. Healthcare digitization and patient confidentiality. International journal of health sciences. 2020;4(S1):105-113. doi:10.53730/ijhs.v4nS1.15080
17. Andri K, Englardi NP, M N. Hubungan Dukungan Keluarga Dengan Kepatuhan Pasien Chronic Kidney Disease Dalam Menjalani Hemodialisa Di Ruangan Hemodialisa Semen Padang Hospital Tahun 2025. Menara Ilmu : Jurnal Penelitian dan Kajian Ilmiah. 2025;19(2):757-765. doi:10.31869/mi.v19i2.6906
18. Pratama A, Arif A, Ramadhan R. Perilaku Merokok dan Risiko Penyakit Paru Kronis pada Lansia. Primary J Multidiscip Res. 2025;1(2):48-53. doi:10.70716/pjmr.v1i2.167
19. Luo Z ni, Li K, Chen A qi, et al. The influence of family health on self-efficacy in patients with chronic diseases: the mediating role of perceived social support and the moderating role of health literacy. BMC Public Health. 2024;24(1):3398. doi:10.1186/s12889-024-20906-x
20. Dewanto A, Indrawati L, Nuryanti L. The Relationship Between Family Social Support And Compliance Of Chronic Renal Failure Patients Undergoing Hemodialysis. Journal of Vocational Nursing. 2025;6(1):1-6. doi:10.20473/jovin.v6i1.55491
Penulis
Mukuan, C., Ahsan, A., & Kapti, R. E. (2025). ANALYSIS OF FACTORS AFFECTING PATIENT SATISFACTION WITH CHRONIC DISEASES IN OUTPATIENT SERVICES: SCOPING REVIEW. JURNAL RISET KESEHATAN POLTEKKES DEPKES BANDUNG, Online ISSN 2579-8103, 17(2), 675–686. https://doi.org/10.34011/juriskesbdg.v17i2.2942
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