Deasy Irani, Arie Wahyudi, Dianita Ekawati

Analisis Kepuasan Pasien Terhadap Pelayanan Rawat Inap di RSUD Kota Prabumulih

Introduction

Analisis kepuasan pasien terhadap pelayanan rawat inap di rsud kota prabumulih. Analisis kepuasan pasien terhadap pelayanan rawat inap di RSUD Prabumulih. Menemukan keluhan respons lambat dan komunikasi kurang efektif. Jaminan jadi faktor dominan. Tingkatkan kualitas layanan & empati.

Abstract

Background: There are still several patients at Prabumulih City Hospital who complain about the slow response of officers in providing services, this delay includes long waiting times to get a response to calls, requests for assistance or handling complaints, in addition, communication between officers and patients is often felt to be less effective, patients feel the information provided is unclear, incomplete and lacks empathy, so that patients feel dissatisfied with the services provided. Method: This study uses a Cross Sectional design, where the population in this study was 10118 respondents, with a sample of 100. The sampling method in this study was purposive sampling. This study was conducted on May 22 to June 15, 2025. Data collection and retrieval used a questionnaire. Results: The results of statistical test analysis using Chi-Square statistical test and logistic regression where the results show a significant relationship (p value <0.05) for the variables of age (p value 0.040), reliability (p value 0.000), responsiveness (p value 0.015), assurance (p value 0.000), empathy (p value 0.000), physical evidence (p value 0.000), and there is no relationship between gender (p value 0.558), education (p value 1.000), occupation (p value 0.848). From the results of multivariate statistical tests obtained the dominant factor on patient satisfaction is assurance (p = 0.000; OR = 102.314). Suggestion: It is expected that hospitals need to continue to improve the quality of service by prioritizing a friendly attitude, empathy, and professionalism of all health workers. Fast, responsive, and consistent service is very important to build patient trust. Keywords: Satisfaction, Service, Inpatient Care

Review

The study "Analisis Kepuasan Pasien Terhadap Pelayanan Rawat Inap di RSUD Kota Prabumulih" addresses a highly relevant and practical issue: patient satisfaction in inpatient care, particularly in response to existing complaints about service quality. The abstract clearly articulates the problem, identifying specific areas of concern such as slow response times and ineffective communication, which directly impact patient experience. By investigating the factors influencing patient satisfaction using a structured quantitative approach, the research provides valuable insights for hospital management to enhance service quality. The application of established statistical methods like Chi-Square and logistic regression to identify significant relationships and a dominant factor is a strength, demonstrating a commitment to empirical analysis of this critical issue. While the study's objective is commendable, several methodological aspects presented in the abstract warrant closer examination. The sample size of 100 respondents drawn from a large population of 10,118 appears to be quite small, raising questions about the generalizability and representativeness of the findings. Although purposive sampling was employed, the abstract lacks detailed criteria for participant selection, making it difficult to assess potential selection bias. A critical concern is the stated study period: "May 22 to June 15, 2025." If this date is accurate, it implies the study has not yet been conducted, rendering the presented "Results" section speculative rather than empirical. This fundamental issue needs immediate clarification or correction, as presenting future results as past findings undermines the scientific integrity of the work. Despite the methodological concerns, particularly regarding the study timeline and sample size, the reported results offer valuable insights. The findings effectively highlight key determinants of patient satisfaction, identifying significant relationships with age and the SERVQUAL dimensions of reliability, responsiveness, assurance, empathy, and physical evidence. The most striking finding is that 'assurance' emerges as the dominant factor (OR = 102.314), providing a clear focus for intervention; this suggests patients highly value the knowledge, courtesy, and trustworthiness of staff. The study's suggestions for improving service quality by prioritizing a friendly attitude, empathy, professionalism, and consistent, responsive service are well-aligned with these findings. Future research would benefit from a larger, more representative sample and potentially incorporating qualitative methods to gain a deeper understanding of patient experiences, alongside rectifying the stated study period.

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