Nursing Journal Volume 10.
Issue 1.
Page 42-47 e-ISSN: 2354-6050 https://ejurnal.
id/index.
php/JKep/ DOI: https://doi.
org/10.
32668/jkep.
PATIENT SATISFACTION WITH CARDIAC CATHETERIZATION
SERVICES
Abstract 1st Hendri Putra Despite the increasing emphasis on patient satisfaction as a key indicator of healthcare quality, there remains a lack of studies specifically examining satisfaction levels among cardiac catheterization patients, particularly across different procedural stages.
This study aims to determine patient satisfaction with cardiac catheterization services.
This study used an analytic descriptive Samples involved in this study were patients who undertook catheterization from May to June 2024 with a total of 44 respondents selected using total sampling.
The variable of this study was patient satisfaction with cardiac catheterization services measured using a questionnaire developed by the researcher.
It was validated with an R-value of 0.
039 and a Cronbach value Data were analyzed using descriptive analysis.
The result of the study showed that most of the respondents' age were late elderly .
2%), male .
7%), and high school education .
3%).
The majority of respondents were satisfied with the pre-catheterization stage .
8%), the intra-catheterization stage .
9%), and the post-catheterization stage .
1%).
The majority of respondents .
4%) were satisfied with the cardiac catheterization services that had been carried out.
Moreover, based on the characteristics of the respondents, elderly respondents were satisfied .
7%), more male respondents stated satisfied .
5%), and respondents with high school education .
3%).
The level of satisfaction was based on the stages of action in each dimension of satisfaction, and in general, the respondents were satisfied with the service.
Patient satisfaction has a vital role in the outcome of health services, and it is an indicator of the service and management of health institutions.
2nd Wan Nishfa Dewi 3rd Ade Dilaluri Fakultas Keperawatan.
Universitas Riau.
Indonesia email: wan.
dewi@lecturer.
Keywords:
Cardiac catheterization CHD Health services Patients Satisfaction Received: February 2025 Accepted: March 2025 Published: May 2025 A year The Authors.
Published by Published Jurusan Keperawatan.
Politeknik Kesehatan Kemenkes Jakarta i.
This is Open Access article under the CC-BY-SA License .
ttp://creativecommons.
org/licenses/by-sa/4.
0/).
DOI:
https://doi.
org/10.
32668/jkep.
However, some aspects, such as communication gaps.
INTRODUCTION Patient satisfaction is a crucial indicator for assessing the quality of healthcare services, including medical procedures like cardiac catheterization.
This satisfaction reflects the extent to which services meet patient expectations, which influences the quality of service and the reputation of healthcare institutions 1,2.
Patients feel satisfied when the services meet or exceed their High-quality healthcare is not only evaluated from the technical medical aspect but also from patients' in achieving optimal patient satisfaction, particularly in cardiac catheterization services.
Previous research has shown that patient satisfaction is directly related to various factors, such as service quality, care costs, communication, and the availability of facilities 5,6.
Furthermore, satisfaction among cardiac catheterization patients is influenced by effective communication, clear expectations 3,4.
waiting times, and facility limitations, remain challenges administrative processes, interactions with medical personnel, and the comfort of available facilities.
information, and comfort during the medical procedure 7 Cardiac catheterization is a non-surgical intervention procedural to diagnose coronary heart disease, it plays a vital role in heart disease management.
Data from the World Health Organization (WHO) indicate that cardiovascular diseases are the leading JKEP (Jurnal Keperawata.
Vol 10 Issue 1.
May 2025.
Page 42-47 cause of global mortality, with more than 17 million e-ISSN: 2354-6050 Based on these descriptions, there is a need people dying annually from these diseases .
for research related to patient satisfaction with cardiac Indonesia, according to the Basic Health Research catheterization at Arifin Achmad Regional General (Riskesda.
2018 results, approximately 2.
78 million Hospital.
individuals, or 15 per 1000 people suffer from heart
METHOD
disease, with the numbers increasing annually (Ministry of Health of the Republic of Indonesia, 2.
This study used an analytic descriptive design with a The increasing number of heart disease cases catheterization at Arifin Achmad Regional General catheterization services, which include preparation.
Hospital during the research period, this study aims to execution, and post-procedure care.
Patient satisfaction evaluate the level of patient satisfaction with cardiac is influenced by factors such as simple language, catheterization services at three stages of the procedure:
emotional support, and careful education .
Additionally, pre-catheterization, intra-catheterization, adequate facilities and infrastructure, including ready-to- totalling 44 respondents selected use equipment and the appearance of medical staff, also through total sampling.
The variable measured was play a crucial role.
Dissatisfaction may arise if facilities, patient satisfaction with cardiac catheterization services.
such as room lighting and bathroom water supply, are The instrument used was a patient satisfaction and post- inadequate, which affects patient comfort .
questionnaire developed by the researchers, with a Research conducted by Weideman and Klewer at reliability r-value ranging from 0.
465 to 0.
722 a critical University Hospital Waterford.
Ireland revealed that r-value of 0.
, and a CronbachAos alpha validity although many patients were satisfied with cardiac The questionnaire comprised 30 statements covering three stages of cardiac catheterization service:
improvement, such as waiting times and comfort during pre-catheterization, intra-catheterization, and post- the procedure .
A study by Ancha and Tambunan stated catheterization, across five dimensions of patient that good service behaviour can enhance patient satisfaction: reliability, empathy, tangibles, assurance.
Therefore, improving service quality is and responsiveness.
Each stage pre, intra, and post- essential to meet patient expectations and enhance catheterization had 10 questions, with 2 questions per service outcomes .
Cardiac catheterization services at Arifin Achmad Regional General Hospital (RSUD Arifin Achma.
in Pekanbaru, which has become one of the referral hospitals in Riau Province, play a critical role in providing this medical service.
Interviews with patients who underwent cardiac catheterization procedures revealed several complaints.
One patient expressed difficulty completing administrative paperwork due to a RESULTS AND DISCUSSION This study presents the results by describing the demographic characteristics of the respondents involved and presenting findings related to the variables measured in this research.
Table 1 Frequency Distribution of Respondents Based on Age.
Gender, and Highest Level of Education lack of understanding and new experience.
Another patient found the administrative procedures not too Respondent Characteristics Number .
Percentage (%) difficult but complained about the long waiting times for inpatient registration.
Meanwhile, another patient lamented the long and extensive queue for scheduling the Age of Respondents Late Adult .
-45 JKEP (Jurnal Keperawata.
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5 year.
Late Elderly (>56 Gender Male Female Education Respondents Elementary School Junior High School High School BachelorAos Degree Total e-ISSN: 2354-6050 between the reliability dimension and patient satisfaction At the intra-catheterization stage, most respondents felt satisfied .
9%) with the highest satisfaction in the assurance of service quality, including accurate Tambunan's research, which found that assurance is one assurance dimension .
5%).
It indicates that the scheduling and patient identification, provides security to patients.
This finding aligns with Ancha and Source: Primary Data of a crucial dimensions to support invasive procedures Table 1 indicates that the majority of the respondents fall like cardiac catheterization, where patients require trust into the late elderly category (>56 year.
, with 19 and certainty regarding the medical team handling them respondents .
2%).
The predominant gender is male.
Tjiptono and Diana emphasized that assurance can comprising 32 respondents .
7%), and the most enhance the service provider through adequate facilities, common level of education among the respondents is effective communication, and patient safety and privacy high school, with 23 respondents .
3%).
during the service process15.
However, at this stage, there is an aspect of empathy with Overview of Patient Satisfaction by Stage a lower satisfaction level .
4%).
The empathy Table 2 Patient Satisfaction by Stage for Cardiac dimension is measured by the attitude of care and the Catheterization Services ability of medical personnel to provide information in a Stage PreCatheterization IntraCatheterization PostCatheterization Satisfaction Level Somewhat Satisfied Satisfied Total way that patients can understand.
This finding is consistent with the study by Ancha and Tambunan, which underscores the importance of medical personnel showing concern for the physical and emotional needs of patients, ultimately impacting patientsAo perceptions of service quality.
At the post-catheterization stage, most respondents also Source: Primary Data felt satisfied .
8%), particularly with the empathy Table 2 shows the research results indicating that at the dimension .
3%).
This satisfaction was driven by the pre-catheterization stage, most of the respondents had a medical staffAos attention to the emotional needs of satisfied score .
8%), with the reliability dimension patients, including the opportunity to ask questions and being the most dominant aspect .
7%).
High discuss, which provided a sense of being valued by satisfaction in this dimension indicates the importance of patients and their families.
This is supported by the patient trust in the professionalism of medical personnel, research of Asrinawaty and Anwari14, which found that explanations about the procedures.
Research by Ancha satisfaction, especially after invasive procedures when and Tambunan supports this, stating that the medical the need for emotional support is higher.
staff's ability to answer questions and alleviate patient Conversely, the responsiveness dimension at this stage concerns before the procedure is a crucial factor that can received a lower satisfaction rate .
1%), particularly Similarly.
Farida, concerning the speed of medical staff's response to Asrinawaty, and Anwary found a significant relationship patient needs.
Good responsiveness not only provides a enhance patient satisfaction JKEP (Jurnal Keperawata.
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Page 42-47 sense of security but also enhances patient trust in the e-ISSN: 2354-6050 service providerAos ability to deliver timely and effective catheterization service centres .
Ancha and Tambunan noted that quick and Overview of Patient Satisfaction Based on appropriate responsiveness to patient complaints can Respondent Characteristics enhance patient confidence in the received services .
Table 4 Patient Satisfaction with Cardiac Catheterization Based on the researchersAo assumptions, this study Services Based on Respondent Characteristics emphasizes the importance of reliability, assurance, and empathy in enhancing patient satisfaction in cardiac catheterization procedures.
However, the responsiveness aspect requires further attention to ensure that all dimensions of satisfaction are optimally fulfilled.
Overview of Patient Satisfaction Table 3 Patient Satisfaction with Cardiac Catheterization Services Number .
Satisfaction Level Somewhat Satisfied Satisfied Total Percentage (%) Source: Primary Data Table 3 of this study shows that most respondents .
4%) felt satisfied with the cardiac catheterization services across five dimensions: reliability, empathy.
The Respondent Characteristics Age Respondents Late Adult Early Elderly .
5 year.
Late Elderly (>56 year.
Gender Male Female Education of Respondents Elementary School Junior High School High School BachelorAos Degree Score Categories Total Percen Somewhat Percen Satisfied Satisfied tage .
(%) .
(%) .
(%) Source: Data Primer dimensions of reliability and empathy achieved the highest satisfaction levels .
3%), indicating that the dependability and emotional attention provided by medical staff have a significant impact on patient On the other hand, the responsiveness dimension received the lowest satisfaction rate .
1%),
pointing to the need for improvements in the speed and responsiveness of medical staff.
The variation in satisfaction levels reflects the subjective perception of patients, influenced by their expectations and personal experiences with healthcare services, as defined16.
These results align with previous research indicating that precatheterization education through video media can enhance understanding and reduce patient anxiety, crucial factors in the success of the procedure 17,18.
Additionally, communication ethics, and the politeness of medical personnel were identified as factors enhancing patient Based on Table 4, it showed that the majority of respondents who were satisfied with the cardiac catheterization services fall into the late elderly category .
7%), are male .
5%), and have a high school education .
3%).
Conversely, the early adult group showed a lower satisfaction rate .
5%).
It is consistent with research by Araujo, which stated a relationship between age and patient satisfaction with healthcare Younger expectations, making it harder to satisfy older patients.
While age increases, patients tend to be more realistic in evaluating services, which may explain why satisfaction levels are higher in the older age group.
The researchers assume that maturity and life experience make older patients more accepting of circumstances and satisfied with the services provided.
JKEP (Jurnal Keperawata.
Vol 10 Issue 1.
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Page 42-47 e-ISSN: 2354-6050 Regarding gender, the findings of this study showed that catheterization services have met patient expectations.
the satisfaction level of women .
3%) is slightly lower This underscores that patient satisfaction is a key factor compared to men .
5%).
Research by Sihaloho and in the success of medical procedures, not only impacting Herlina also found that men are more readily satisfied the quality of patient recovery post-procedure but also with healthcare services .
The researchers hypothesize serving as a crucial indicator for institutions in evaluating that this difference may be due to women's tendency to and enhancing the quality of services and overall health prioritize emotional factors when evaluating a service.
Based on these findings, healthcare Meanwhile, men are more likely to assess with a more providers can improve cardiac catheterization services rational and objective approach.
This difference by enhancing communication strategies, tailoring influences their perceptions of the service and explains approaches based on patient demographics, and the variance in satisfaction levels between the two optimizing service quality at each procedural stage.
Implementing patient-centered care, providing clear This study indicates that the satisfaction level among information, and addressing individual needs can further respondents with elementary and junior high school enhance satisfaction levels, ultimately improving patient education is very high .
%), followed by those with a outcomes and institutional service standards.
high school education .
3%), and the lowest among respondents with a bachelorAos degree .
9%).
This phenomenon aligns with findings by Araujo, which show a negative relationship between the level of education and patient satisfaction.
Patients with higher education tend to be more critical in assessing the quality of healthcare services received It relates to the researchers' assumption that the higher their education level, the greater their expectations towards healthcare services, which in turn can reduce satisfaction levels if the services do not meet the standards they expect.
ACKNOWLEDGMENT