The Effect of the Implementation of Patient Centered Care (PCC) on Patient Satisfaction and Quality of Care in Hospitals during the Covid-19 Pandemic

Abstract

Introduction: The quality of internal hospital management plays a critical role in shaping employee satisfaction. In Indonesian public hospitals, ensuring high internal quality standards is essential for maintaining workforce motivation, reducing turnover rates, and enhancing healthcare service delivery. Employee satisfaction is often linked to key performance indicators such as efficiency, patient outcomes, and institutional reputation.
Objectives: This study aims to describe the implementation of Patient-Centered Care (PCC) and analyze its effect on patient satisfaction and quality of care in hospitals during the Covid-19 pandemic.
Methods: This study is a quantitative analytical research with a cross-sectional design approach. The research was conducted in two hospitals, namely Unhas Hospital and Ibnu Sina Hospital Makassar. The sample size was 313 patients who were selected proportionally based on inclusion criteria.
Results: There was a relationship between the implementation of PCC and patient satisfaction at Unhas Hospital (p = 0.049), but on the other hand, there was no relationship between the implementation of PCC and patient satisfaction at Ibnu Sina Hospital (p = 0.059). There was a relationship between the implementation of PCC and the quality of service at Ibnu Sina Hospital (p = 0.007), but on the other hand, there was no relationship between the implementation of PCC and patient satisfaction at Unhas Hospital (p = 0.398).

Conclusions: This study has a relationship between the application of PCC and patient satisfaction at Unhas Hospital, but on the contrary, there is no relationship between the application of PCC and patient satisfaction at Ibnu Sina Hospital