Analisis Kepuasan Pasien Terhadap Pelayanan Rawat Inap di RSUD Kota Prabumulih
DOI:
https://doi.org/10.36085/avicenna.v20i3.9561Abstract
Background: There are still several patients at Prabumulih City Hospital who complain about the slow response of officers in providing services, this delay includes long waiting times to get a response to calls, requests for assistance or handling complaints, in addition, communication between officers and patients is often felt to be less effective, patients feel the information provided is unclear, incomplete and lacks empathy, so that patients feel dissatisfied with the services provided. Method: This study uses a Cross Sectional design, where the population in this study was 10118 respondents, with a sample of 100. The sampling method in this study was purposive sampling. This study was conducted on May 22 to June 15, 2025. Data collection and retrieval used a questionnaire. Results: The results of statistical test analysis using Chi-Square statistical test and logistic regression where the results show a significant relationship (p value <0.05) for the variables of age (p value 0.040), reliability (p value 0.000), responsiveness (p value 0.015), assurance (p value 0.000), empathy (p value 0.000), physical evidence (p value 0.000), and there is no relationship between gender (p value 0.558), education (p value 1.000), occupation (p value 0.848). From the results of multivariate statistical tests obtained the dominant factor on patient satisfaction is assurance (p = 0.000; OR = 102.314). Suggestion: It is expected that hospitals need to continue to improve the quality of service by prioritizing a friendly attitude, empathy, and professionalism of all health workers. Fast, responsive, and consistent service is very important to build patient trust.
Keywords: Satisfaction, Service, Inpatient Care
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