Hubungan Mutu Pelayanan Terhadap Kepuasan Pasien Di Ruang Rawat Inap Rumah Sakit Bina Kasih Tahun 2022

Abstract

The quality of health services is a health service that provides a
feeling of satisfaction for individuals who use health services in
accordance with professional standards and codes of ethics. The results
obtained during the interview were due to the provision of services by
medical personnel not on time and the attitude of medical personnel was
not friendly, 2 people who felt that responsiveness was still low because
medical personnel were not ready when the patient needed help, 3
people are dissatisfied with empathy because medical personnel are not
able to feel and help the patient's needs, there are 3 people who are
satisfied with the assurance because the medical personnel are able to
explain the patient's illness well and 3 people who are dissatisfied with
the tangibles due to insufficient waiting rooms and parking spaces. The
purpose of this study is to determine the Relationship between Hospital
Service Quality and Patient Satisfaction in the Inpatient Room of Bina
Kasih Hospital in 2022. This research is quantitative with a CrossSectional research design and the sampling technique used is the
purposive sampling technique. The total sample of 93 people, namely
inpatients at Bina Kasih Hospital Pekanbaru.This research was
conducted at Bina Kasih Hospital in February-July 2022. The results
showed that the p-value of <0.05 so that there was a significant
relationship between the quality of service and patient satisfaction based
on empathy (p= 0.024, OR= 2.941), assurance (p=0.045, OR= 2.693),
and tangibles (p=0.011, OR= 3.323).From the results of the study, it can
be concluded that empathy, assurance, and tangibles have a significant
relationship with patient satisfaction at Bina Kasih Hospital. It is hoped
that Bina Kasih Hospital can improve the quality of service so that it can
meet patient expectations.