Hubungan Kepuasan Pasien Fisioterapi dengan Minat Kunjungan Ulang Pasien di Instalasi Rehabilitasi Medik Rumah Sakit Umum Haji Medan Tahun 2025

Abstract

Patient satisfaction is an important indicator of healthcare quality and plays a role in determining patient revisit interest, particularly in ongoing physiotherapy services. At the Medical Rehabilitation Unit of Haji Medan General Hospital, the number of physiotherapy patient revisits is still suboptimal, presumably related to the quality of service perceived by patients. This study aims to investigate the relationship between patient satisfaction with physical therapy and the likelihood of repeat visits at the Medical Rehabilitation Unit of Haji Medan General Hospital in 2025. This is a quantitative study using a cross-sectional approach, involving 39 respondents selected through accidental sampling. Data were collected via a questionnaire and analyzed using the chi-square test. Univariate analysis results showed that among the 39 respondents, satisfaction with the tangibles dimension was reported by 11 patients (28,2%), reliability was 14 patients (35,9%), responsiveness was 17 patients (43,6%), assurance was 24 patients (61,5%), and empathy was 28 patients (84,6%). Eighteen patients (46,2%) expressed interest in returning for another visit. The results of the bivariate analysis (chi-square) showed that there was a relationship between the reliability dimension with a p-value of (0,001) and empathy with a p-value of (0,028), while there was no relationship between satisfaction with tangibles with a p-value of (0,138), responsiveness with a p-value of (0,921), and assurance with a p-value of (0,204). It is recommended that the Head of the Medical Rehabilitation Unit maintain the consistency of service quality, particularly in terms of facility comfort, staff competence, and the friendly, polite, and responsive attitude of all staff, as well as improve healthcare services to increase the number of patient revisit rates to the hospital.