Analisis Faktor yang Memengaruhi Kepuasan Pasien Rawat Inap di RSU Wulan Windy Medan Marelan

Abstract

Abstract Patient satisfaction is a key indicator in assessing the quality of healthcare services provided by hospitals. It not only reflects the individual experiences of each patient but also signifies the effectiveness of the service delivery system implemented by the healthcare institution. High levels of satisfaction are often associated with factors such as timely service delivery, environmental comfort, effective communication with healthcare providers, and the expertise and friendliness of medical staff. This study aims to analyze the factors influencing inpatient satisfaction at RSU Wulan Windy Medan Marelan. The research employs a quantitative approach through survey methodology. Data was collected via questionnaires distributed to inpatients at RSU Wulan Windy Medan Marelan, with a total of 355 respondents involved in the study. Statistical analysis included bivariate chi-square tests to identify relationships between variables and patient satisfaction. Additionally, multivariate logistic regression was conducted to assess the individual contributions of each variable to patient satisfaction. The logistic regression analysis results indicate significant impacts of timely service delivery, comfort, and staff competence on patient satisfaction. Timely service delivery showed a significant influence with a p-value of <0.001 and an Exp (B) value of 2.942. Comfort had a significant influence with a p-value of <0.001 and an Exp (B) value of 2.616. Staff competence demonstrated a significant influence with a p-value of <0.001 and an Exp (B) value of 15.688. These findings underscore the importance of enhancing efficiency and competence in healthcare delivery. Facility comfort, courteous and friendly interactions, as well as cleanliness also significantly contribute to patient satisfaction. By focusing on improving these aspects, RSU Wulan Windy Medan Marelan can enhance overall service quality and patient satisfaction. It is recommended that RSU Wulan Windy Medan Marelan conduct periodic training for medical staff to enhance skills and service quality. Improvements in hospital facilities and the implementation of more efficient queue management systems are also necessary to reduce patient waiting times.

Keywords: Satisfaction, service quality, inpatient care