Services and Participation in Public Hospital: Creating a Trusted Environment for Outpatient

Public hospitals have become a spotlight for many layers of the society since the
government has committed to provide them with good quality of health services. However, some
emerging problems indicating the society’s dissatisfaction towards the government-owned
hospitals has led to their low trust and confidence in using the health services. Some studies on
the market distribution and the quality of hospital services have been conducted. However, this
study focused more on the variables of services and patient participation in regards to building
patient satisfaction and their impact towards patient trust. This study was conducted in the
Regional Public Hospital of Arifin Ahmad in Pekanbaru by employing survey method involving
100 samples of the outpatients using the hospital health services. The data were accidentally
collected through questionnaires and analyzed using SEM analytical instrument and WarpPLS
software. The results of the study indicated that the hospital service and patient participation
during the service have given a significant influence towards patient satisfaction. It was proven
that patient satisfaction has significantly influenced patient trust towards public hospitals.