Hubungan Kepuasan Pelayanan Kesehatan dengan Minat Kunjungan Ulang Pasien di Puskesmas Medan Johor Tahun 2025

Abstract

Health services satisfaction is defined as a comparison of the services received and the patient's expectations. Factors influencing patient satisfaction include tangibles, reliability, responsiveness, assurance, and empathy. If the health services a patient receives don't meet their expectations, it means the patient is dissatisfied. Conversely, if the health services received meet or exceed expectations, the patient feels satisfied. Medan Johor Health Center is health center located in the Medan Johor District, specifically in the city of Medan, North Sumatra. Several health services at Puskesmas Medan Johor haven't met patient expectations. These include the absence of a temperature check device at the entrance, Hand sanitizer distribution is not yet widespread in crowded public areas, healthcare workers not showing a friendly attitude or smiling when providing services, and nurses not informing patients about their follow-up check-up schedules. This study aims to determine the relationship between health service satisfaction and the interest in patient revisit at Medan Johor Public Health Center. This quantitative research used a cross-sectional design. Accidental sampling was used to collect the sample, resulting in 96 respondents. Data analysis was performed using the chi-square test. The results showed a significant relationship between health service satisfaction and the interest in patient revisit at Medan Johor Public Health Center with a p-value = 0,001 < 0,05. Therefore, it's recommended that the leadership of Medan Johor Public Health Center equip the necessary facilities and infrastructure for patients, mandate a culture of smiling and friendliness among healthcare workers when serving patients, provide patient satisfaction assessment forms for evaluating healthcare worker performance, and ensure nurses remind patients about their follow-up visit schedules.