PENGARUH WAKTU ANTRI POLI DAN PELAYANAN EMPATI TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RSU ROYAL PRIMA MEDAN

Abstract

Patient satisfaction is a very valuable asset, because if patients are satisfied, they will continue to use the service of their choice, but if patients are dissatisfied they will tell other people twice as much about their bad experience. Several factors that can influence patient satisfaction at the hospital include waiting or queue times and the quality of empathetic service. Waiting time for services is a problem that is still often encountered in health service practice, and one factor that might cause dissatisfaction is waiting for a long time. The aim of this research is to determine the effect of poly queue times and empathy services on outpatient satisfaction at RSU Royal Prima Medan. This type of research is quantitative research that is analytical in nature. The population in this study was an average of 1,653 outpatients who came for treatment to RSU Royal Prima Medan in the last 3 months. In this study, samples were taken using the Slovin formula with a total sample of 178 patients. Data analysis in this study used univariate, bivariate and multivariate analysis. The results of the study showed that there was an influence of poly queue time on outpatient satisfaction at RSU Royal Prima Medan P - Value < 0.05. There is an influence of empathetic service on outpatient satisfaction at RSU Royal Prima Medan P - Value < 0.05. There is an influence of poly queue time and empathetic service on outpatient satisfaction at RSU Royal Prima Medan P - Value < 0.05. The independent variable that has the most influence on outpatient satisfaction at RSU Royal Prima Medan is the poly queue time variable.