EPIDEMIOLOGI PSIKOSOSIAL DAN DETERMINAN SOSIAL PADA LAYANAN PRIMER: TINJAUAN LITERATUR DAMPAK KEAMANAN LAYANAN DAN EMPATI NAKES TERHADAP KEPUASAN MELALUI MEDIASI KEPERCAYAAN PASIEN DI PUSKESMAS KABUPATEN LOMBOK TENGAH NTB
Keywords
Service Safety, Provider Empathy, Patient Trust, Patient Satisfaction, Psychosocial EpidemiologyAbstract
Background: Primary health care at community health centers (Puskesmas) often focuses solely on technical-medical aspects, while psychosocial epidemiological factors are frequently overlooked. In Central Lombok Regency, the interaction between health providers and the community possesses unique socio-cultural dynamics that influence health outcomes. Objective: This study aims to analyze, through a literature review, the impact of service safety and health provider empathy on patient satisfaction, with patient trust as a mediating variable. Method: This study employs a Systematic Literature Review (SLR) method. Literature searches were conducted using Scopus and Google Scholar databases covering the years 2014-2024. The selection protocol used strict inclusion and exclusion criteria to obtain articles relevant to the primary care context and social determinants. Results: The synthesis of the literature shows that service safety and provider empathy are consistently primary predictors of patient satisfaction. It was found that patient trust plays a significant mediating role; service quality does not directly result in satisfaction without a foundation of trust. In the context of psychosocial epidemiology, trust acts as an emotional catalyst that strengthens the therapeutic relationship between providers and patients. Conclusion: Strengthening the empathetic capacity of health providers and the transparency of service safety is crucial for building community trust at the Puskesmas level to achieve sustainable service satisfaction
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