Pengaruh Komunikasi Terapeutik terhadap Kepuasan Pasien pada Pelayanan Poli Rawat Jalan Jantung di Rumah Sakit Umum Bunda Thamrin Medan

Abstract

Patient satisfaction is one of the indicators of success in health services. Patient satisfaction is influenced by various factors, including the quality of service, the skills of medical personnel, and the communication provided during the treatment process. When communication between medical personnel and patients goes well, patients tend to feel more appreciated, understood, and get services that meet their expectations. Therapeutic communication is not just about conveying information, but also includes aspects of empathy, respect, and emotional support that can increase patients' trust in medical personnel. This study aims to analyze the influence of therapeutic communication on the dimensions of sincerity, empathy, and warmth on patient satisfaction at Bunda Thamrin General Hospital Medan. The type of research is Survey research. The research sample of all patients who met the criteria and came within the data collection period will be used as respondents, data was obtained as many as 180 patients, samples were selected using the saturated sample technique. Data collection was done using a questionnaire and all questions were tested for validity and reliability. The research data was analyzed using multiple linear regression tests. The results showed that the therapeutic communication dimensions of sincerity, empathy, and warmth were mostly in the sufficient category, and patient satisfaction was mostly in the satisfied category. The results of multiple linear regression analysis showed that the variables of sincerity, empathy, and warmth had a significant effect on patient satisfaction. Therapeutic communication has a significant influence that can improve patient satisfaction. The importance of hospitals and medical personnel to actively make therapeutic communication part of the value of professionalism and work ethics by always prioritizing good communication in every action to create patient satisfaction.