Exploring patients' perspectives on healthcare service quality in outpatient settings at a public hospital in Palembang, Indonesia: A qualitative study

Background: In recent decades, the service sector has become a crucial driver of economic growth globally. However, research highlights the need for implementing a patient-centered design in hospital services and notes the limited literature on patient perceptions of healthcare service quality in Indonesia. Objective: This study aimed to explore patients' perceptions of healthcare service quality in outpatient settings at a public hospital in Palembang, Indonesia. Methods: The study employed a qualitative descriptive design, conducting face-to-face, indepth interviews with 50 outpatients (ages ranging from 34 to 56 years) between October and November 2023. Purposive sampling was used to recruit participants, and thematic analysis was utilized for data analysis. Results: The following themes emerged regarding patient perspectives on healthcare service quality: patients' perceived service quality, perceived value, satisfaction, and revisit intention. Factors influencing patient perceptions included the appearance of hospital staff, the quality of facilities and equipment, staff responsiveness, knowledge, courtesy, and empathy. Additionally, word-of-mouth significantly impacted patients' perceived value of care. Emotional factors, complaints, and trust were found to be crucial in shaping patient satisfaction, while the patient-provider relationship played a significant role in influencing revisit intention. Conclusion: The research emphasizes the critical role of building strong patient-provider relationships to enhance overall service quality. It highlights the need for healthcare providers and nurses to focus on improving patient engagement and understanding how perceived service quality affects patient loyalty. Strengthening these areas is essential for advancing comfort, safety, and the overall quality of healthcare services.