Hubungan Pelayanan Administrasi dan Perilaku Tenaga Kesehatan dengan Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Bina Kasih Medan

Abstract

Patient satisfaction in Bina Kasih General Hospital, particularly in the administration service and health workers attitude are still at the low level. Preliminary survey showed any kind of problems, such as uneffective administrative process, unfriendly nurses and the health workers are less informative. This study aims to analyze the correlation between administration service and health workers attitude with patient satisfaction in Bina Kasih General Hospital Medan. The type of research used is quantitative research with cross-sectional design. The sample was taken by accidental sampling technique with 96 respondents from the total of the population. Analysis used in this study is chi square test using SPSS 20. The result of patient satisfaction to administration service showed pvalue=0,023 (p<0,05) which means there was a relation between administration service and patient satisfaction. Whilst the result of patient satisfaction to health workers’ attitude showed pvalue=0,003 (p<0,05) indicated that there was a relation between health workers’ attitude and patient satisfaction in Bina Kasih Hospital Medan. In order to raise the level of patient satisfaction in Bina Kasih Hospital, the management and staffs are required to improve the administration service quality and the health workers need to be evaluated.