Integrating Patient Perspectives and Process Observation to Evaluate Inpatient Food Service Quality: Evidence from an Indonesian Regional Hospital
Keywords:
food service quality;, hospital nutrition services, inpatient, patient satisfaction, meal distributionAbstract
Introduction: Food service quality is an essential component of hospital nutrition services because it influences patients' food acceptance, nutritional intake, and satisfaction during hospitalization. Previous evaluations have primarily relied on patient satisfaction surveys, whereas studies integrating patient perceptions with direct observations of the food distribution process remain limited, particularly in regional public hospitals. This study aimed to describe inpatient food service quality at Syekh Yusuf Regional General Hospital, Gowa Regency, Indonesia, based on patients' perceptions and observations of the meal distribution process.
Methods: A descriptive observational study with a cross-sectional design was conducted among 41 inpatients receiving regular diets. Participants were selected using purposive sampling. Data were collected using a patient satisfaction questionnaire and a structured observation checklist based on the Indonesian Hospital Nutrition Service Guidelines (PGRS). The evaluated dimensions included food taste, meal temperature, food texture, menu variety, cleanliness of eating utensils, staff attitude, timeliness of meal distribution, and overall patient satisfaction. Data were analyzed descriptively using frequencies and percentages.
Results: All observed food distribution indicators complied with the hospital's operational standards (8/8 indicators). Patients generally reported positive evaluations across the assessed food service dimensions. Food texture received the highest positive evaluation (97.6%), followed by food taste (68.3%), staff attitude (68.3%), and timeliness of meal distribution (68.3%). Meal temperature (56.1%) and menu variety (53.7%) received comparatively lower ratings. Overall, 61.0% of respondents were very satisfied and 39.0% were satisfied with the hospital food service.
Conclusion: Integrating patient perceptions with direct observations provides a comprehensive description of inpatient food service quality. Meal temperature and menu variety may represent priorities for continuous quality improvement, while maintaining the favorable performance observed for utensil cleanliness, staff professionalism, and timely meal distribution.
References
Al-faida, N., Ibrahim, N. S. I., & Boli, E. B. (2022). Analisis sistem penyelenggaraan makanan di instalasi gizi berdasarkan standar Pedoman Gizi Rumah Sakit (PGRS). Jurnal 'Aisyiyah Medika, 7(1), 43–56. https://doi.org/10.36729/jam.v7i1.773.
Alie, N. S., Syamsu, R. F., & Dahlia. (2023). Gambaran kepuasan pasien terhadap layanan dan kualitas makanan di rumah sakit: Literature review. PREPOTIF: Jurnal Kesehatan Masyarakat, 7(3), 16428–16438. https://doi.org/10.31004/prepotif.v7i3.20246.
Barros, T. S., McCleary, K. J., Beeson, W. L., Heskey, C. E., & Bains, G. S. (2025). Assessing patient satisfaction in hospital food service with SERVQUAL: A cross-sectional study. Journal of Hospital Administration, 14(2), 9-15. https://doi.org/10.63564/jha.v14n2p9
da Cunha, D. T., et al. (2022). Food safety and hygiene practices in healthcare food services: A systematic review. Food Control, 133.
Damayanti, F., Ronitawati, P., Swamilaksita, P. D., Siahaan, M. F., & Fadhilla, R. (2024). Analysis of determinant factors on patient satisfaction based on patient characteristics, food quality and service quality. Media Penelitian dan Pengembangan Kesehatan, 35(4). https://doi.org/10.34011/jmp2k.v35i4.3013
Firdaus, D., Fithri, I., Safitri, L., & Andika, H. R. (2025). Hubungan kualitas penyelenggaraan makanan dengan kepuasan pasien di pelayanan gizi Rumah Sakit Muhammadiyah Kalitidu. Jurnal Manajemen Kesehatan Indonesia, 13(1), 52–62. https://doi.org/10.14710/jmki.13.1.2025.52-62
Ginting, W. M., Widyaningsih, F., & Panjaitan, D. H. (2024). Patient satisfaction with meal service with leftovers at Grandmed Hospital Lubuk Pakam. Jurnal Kesmas dan Gizi, 7(1). https://doi.org/10.35451/jkg.v7i1.2270
Hadjimbei, E., Chrysostomou, S., Heraclides, A., Kouvari, K., & Tzanetakou, I. P. (2025). Evaluation of patients’ satisfaction with food services and assessment of plate waste in Cypriot hospitals. Journal of Nutritional Science, 14, e57. https://doi.org/10.1017/jns.2025.10030
Kementerian Kesehatan. (2013). Pedoman Gizi Rumah Sakit (PGRS). Kementerian Kesehatan Republik Indonesia.
Nuñez-Lara, A., Viñas, P., Cera, M., Santiago, M., Minguella, L., Llovet, A., & Clavé, P. (2026). Effect of a Large-Scale Production and Quality-Controlled Program for Texture-Modified Diets on Older Hospitalized Patients with Oropharyngeal Dysphagia. Nutrients, 18(4), 601. https://doi.org/10.3390/nu18040601
Nadhifah, S. S. N., & Rahma, A. (2024). Analisis ketepatan waktu distribusi makanan dan kesesuaian diet pasien rawat inap dalam evaluasi mutu pelayanan gizi Rumah Sakit X. Antigen: Jurnal Kesehatan Masyarakat dan Ilmu Gizi, 3(4). https://doi.org/10.57213/antigen.v3i4.924
Osman, N. S., Md Nor, N., Md Sharif, M. S., Hamid, S. B. A., & Rahamat, S. (2021). Hospital food service strategies to improve food intakes among inpatients: a systematic review. Nutrients, 13(10), 3649. https://doi.org/10.3390/nu13103649
Potsi, F., & Syngelakis, A. (2025). Evaluation of patient satisfaction with hospital foodservice during treatment at a general hospital in mainland Greece. Journal of Human Nutrition and Dietetics, 38(1), e70026. https://doi.org/10.1111/jhn.70026
Piciocchi, C., Lobefaro, S., Luisi, F., Miraglia, L., Romito, N., Luneia, R., ... & Donini, L. M. (2022). Innovative cooking techniques in a hospital food service: Effects on the quality of hospital meals. Nutrition, 93, 111487. https://doi.org/10.1016/j.nut.2021.111487
Rapo, S., Mattson Sydner, Y., Kautto, E., & Hörnell, A. (2021). Exploring patient satisfaction with hospital foodservice: A Swedish study using the Acute Care Hospital Foodservice Patient Satisfaction Questionnaire. Nutrition & Dietetics, 78(5), 487–495. https://doi.org/10.1111/1747-0080.12665
Rinninella, E., Raoul, P., Maccauro, V., Cintoni, M., Cambieri, A., Fiore, A., Zega, M., Gasbarrini, A., & Mele, M. C. (2023). Hospital Services to Improve Nutritional Intake and Reduce Food Waste: A Systematic Review. Nutrients, 15(2), 310. https://doi.org/10.3390/nu15020310
Setiawan, F., Antonio, F., Marsaulina, R. P., Hadinata, V., Utomo, A. L., Alexandra, C., ... & Catharina, C. (2024). Navigating hospital foodservice satisfaction: Insights from importance-performance map analysis. AcTion: Aceh Nutrition Journal, 9(2), 270-279. https://ejournal.poltekkesaceh.ac.id/index.php/an/article/view/1572
Trinca, V., Duizer, L., & Keller, H. (2022). Putting quality food on the tray: Factors associated with patients’ perceptions of the hospital food experience. Journal of Human Nutrition and Dietetics, 35(1), 81-93. https://doi.org/10.1111/jhn.12929.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Al GIZZAI: Public Health Nutrition Journal
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted to publish their work online in third parties as it can lead to wider dissemination of the work.
