Mitha Chrisdayanti, Dwi Nur Siti Marchamah, Wahyuni Arumsari

Hubungan Komunikasi Efektif Pada Staff Front Office Di Bagian Pendaftaran Dengan Kepuasan Pasien Rawat Jalan Di X Hospitals Balikpapan

Introduction

hubungan komunikasi efektif pada staff front office di bagian pendaftaran dengan kepuasan pasien rawat jalan di x hospitals balikpapan. Teliti hubungan komunikasi efektif staf front office pendaftaran dengan kepuasan pasien rawat jalan di X Hospitals Balikpapan. Hasilnya signifikan, rekomendasikan pelatihan untuk tingkatkan layanan pasien.

Abstract

Communication is important for establishing relationships, especially in the healthcare industry. particularly for front office staff who are the first point of contact for patients. In March 2024, X Hospitals Balikpapan received 168 reviews with one out of five rating on Google Customer Reviews. The common complaint was the lack of communication by the front office staff. This research aims to determine the relationship between effective communication among front office staff at registration department and outpatient satisfaction at X Hospitals Balikpapan The research utilized a correlational analytic approach with a cross-sectional design, encompassing a sample of 96 outpatients out of 45,985 population at the polyclinic from April to June 2024, using a quota sampling technique. The data analysis included univariate and bivariate analysis. The results revealed that 49% of respondents perceived the communication of front office staff as effective, and 49% reported satisfaction with the services provided. The correlation analysis using Kendall's Tau-B yielded a coefficient of 0.427 with a significance value of 0.000, indicating a significant relationship between effective communication by front office staff and outpatient satisfaction. Based on these results, it is recommended that the hospital enhance front office staff's communication skills by providing training.  

Review

This study tackles a highly pertinent issue concerning patient satisfaction, particularly within the crucial context of front office interactions in healthcare settings. The motivation for this research is exceptionally well-grounded, stemming from tangible, negative patient feedback evidenced by a significant number of one-star Google reviews at X Hospitals Balikpapan, with common complaints highlighting communication deficiencies. This provides a compelling real-world problem that the study directly aims to explore, seeking to establish a relationship between effective communication by front office staff in the registration department and outpatient satisfaction. The clarity of the research objective and its direct link to an actionable organizational challenge are significant strengths, highlighting the practical relevance of its findings for hospital management. Methodologically, the correlational analytic approach with a cross-sectional design is appropriate for identifying associations between variables. However, several considerations regarding the sampling and generalizability warrant further discussion. While the study utilized a quota sampling technique, the sample size of 96 outpatients represents a very small fraction of the substantial population of 45,985 outpatients treated during the study period. This raises questions about the representativeness of the sample and the generalizability of the findings, even within X Hospitals, let alone to other institutions. Furthermore, while Kendall's Tau-B indicates a significant relationship, the cross-sectional design inherently limits the ability to infer causality, only demonstrating an association between the variables. The findings, indicating a moderate positive correlation (Kendall's Tau-B = 0.427, p=0.000) between effective communication and outpatient satisfaction, strongly support the initial premise that communication is a critical driver of patient experience. The recommendation to enhance front office staff's communication skills through training is a direct and actionable implication of these results, offering a clear path for X Hospitals to address the identified issues and potentially improve its public perception and patient satisfaction scores. For future work, it would be valuable to explore these findings qualitatively to understand *how* specific communication breakdowns occur and *what* constitutes effective communication from the patient's perspective. Investigating the long-term impact of proposed training interventions or expanding the study to include multiple hospitals could also provide more robust and generalizable insights.

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