Hubungan Kualitas Pelayanan Rawat Jalan Dengan Kepuasan Pasien di Puskesmas Kemaraya Kota Kendari

Abstract

Background: Puskesmas as a service provider is required to provide better, faster and consistent services to achieve patient satisfaction at the Puskesmas. One aspect that needs to be improved is the service aspect which includes tangibles, reliability, assurance, empathy and responsiveness.

Objective: The purposed of this studied was to determine the relationship between the quality of outpatient services and patient satisfaction at the Kemaraya Health Center, Kendari City.

Method: The type of research used is quantitative research with a cross sectional approach. The sample size of 71 people. Data analysis used the Chi Square Test with a p-value of 0.000 .

Results: The results indicated a significant relationship between physical evidence, reliability, assurance, care, and comprehension with patient satisfaction at the Kemaraya Health Center, Kendari City. Conclusion: Thus, it is necessary to improve the quality of service based on the dimensions that serve as a benchmark for patient satisfaction, especially in the cleanliness of health facilities, clean water quality, administrative service processes, increasing the number and quality of health workers and caring for patients, as well as the procurement process information to the patient regarding the diagnosis of the disease suffered.