Satisfaction Under The Standard Inpatient Class Policy In South Sumatera: A Mixed-Methods Study Using The Hcahps Framework

Abstract

Patient satisfaction serves as a key indicator of hospital service quality and reflects the success of Indonesia’s Universal Health Coverage (UHC) reform in the context of the Standard Inpatient Class (Kelas Rawat Inap Standar, KRIS) policy. To ensure equitable healthcare delivery, hospitals must evaluate not only service accessibility but also patient-centered experiences. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) provides a standardized tool for assessing inpatient satisfaction, which remains limited in Indonesian hospital settings. This study aimed to assess inpatient satisfaction at a Semi-Urban Hospital. A mixed-method design with a convergent parallel approach was applied. The quantitative component used the HCAHPS questionnaire among 142 inpatients selected through purposive sampling and analyzed using descriptive statistics. The qualitative component employed a phenomenological approach with 13 informants (patients, nurses, administrators), analyzed using thematic analysis. Triangulation was used to enhance data validity. Inpatient satisfaction was moderate, with communication and interpersonal interactions representing key strengths, while pain management, medication communication, responsiveness, and environmental comfort remained areas for improvement. Qualitative findings indicated that patient experiences were influenced by communication, empathy, responsiveness, facility comfort, and perceptions of fairness during KRIS implementation. Continuous patient feedback, communication training, and improvements in service responsiveness may support patient-centered quality improvement.