Health promoting hospital: A practical strategy to improve patient loyalty in public sector

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Minarni Wartiningsih
Doctoral Program of Public Health, Faculty of Public Health, Universitas Airlangga, Mulyorejo, Surabaya, Indonesia.

Stefanus Supriyanto
Department of Health Policy and Administration Faculty of Public Health, Universitas Airlangga, Mulyorejo, Surabaya, Indonesia.

Sri Widati
Department of Health Promotion and Behavioral Sciences, Faculty of Public Health, Universitas Airlangga, Mulyorejo, Surabaya, Indonesia.

Ernawaty
Department of Health Policy and Administration Faculty of Public Health, Universitas Airlangga, Mulyorejo, Surabaya, Indonesia.

Retno Lestari
Study Program of Nursing Science, Faculty of Medicine, University of Brawijaya, Malang, Indonesia.

ABSTRACT

Background: The Health-Promoting Hospital (HPH) aims to improve the overall quality of health services for patient, families, and the community as a whole, with assessment and intervention as the essential components. In hospitals, this activity needs to be vigorously developed through interdisciplinary teamwork, shared decision-making process, and by involving patients and families during treatment and through the delivery of an evidence-based health promotion process. Previous studies analyzed some steps to improve patient loyalty through the HPH. However, limited studies were carried out on its use in the public sector. This study, therefore, aims to analyze the impact of HPHs to improve patient loyalty in the public sector.

Design and Methods: The simple random sampling method was used to obtain data from 101 respondents in a public hospital, with the cross-sectional design used to gain a better understanding of patient loyalty.

Results: The result showed that HPHs influenced patient expectations (P=0.030), which in turn affected perceived value (P=0.014) and satisfaction (P=0.002). In addition, perceived value and satisfaction have effects on patients’ loyalty (P=0.001).
Conclusion: In conclusion, HPHs have a positive impact on patient loyalty. Therefore, the public sector needs to enhance its services in accordance with the standards and guidelines.

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