Analisis Kualitas Pelayanan Profesional Pemberi Asuhan (PPA) Dengan Kepuasan Pada Pasien Rawat Jalan Di Poli Penyakit Dalam

THE QUALITY OF PROFESIONAL SERVICE PROVIDER CARING (PPA) WITH THE SATISFACTION

Abstract

To create patient satisfaction, the hospital must create and manage a system to obtain more patients and the ability to retain patients. The process of patient care and care is dynamic and involves many Caregiver Professionals (PPA) and involves various service units. There are many problems regarding the lack of satisfaction from health care workers, one of which is service quality of health workers with satisfaction of outpatients at Kartini Hospital, Mojokerto. This study used a quantitative analytic design with a cross sectional approach. The population was all unhospitalited patients who had received services the internal medicine poly at Kartini Hospital, Mojokerto with a total of 156 respondents. The sample used Simple Random Sampling totaling 112 respondents. Independent variables is service quality. The dependent variable is satisfaction. Data analysis using Chi square. . Based on the results of the Test analysis, it shows that the variable that most influences patient satisfaction is the variable service quality with a p-value of 0.008 <0.05, so H0 is rejected and H1 is accepted, so it can be concluded that there is a significant relationship between the quality of health care workers and satisfaction.Understanding the needs and desires of patients is an important factor that affects patient satisfaction. Satisfied patients are a very valuable asset because if patients are satisfied they will continue to use the service of their choice, but if patients are not satisfied they will tell twice as much to others about their bad experience. To create patient satisfaction, hospitals must create and manage a system to obtain more patients and the ability to retain patients by improving the quality of service.