THE RELATIONSHIP BETWEEN HEALTH SERVICE QUALITY AND PATIENT SATISFACTION AT INTERNIST POLYCLINIC OF PADANG PANJANG HOSPITAL

Abstract

Introduction: Patient satisfaction remained unfulfilled due to subpar services rendered, including inadequate infrastructure and officers' lack of awareness. Based on patient satisfaction reports and observations, there are service quality issues such as inconsistent reliability, slow responsiveness, weak assurance, and limited empathy. Long wait times are the main trigger for dissatisfaction, due to poor flow management, inadequate supporting facilities, and unprofessional attitudes of healthcare workers amidst increasing technological and socio-economic demands, while surveys are merely evaluations without continuous improvement. Aims: To determine whether there is a relationship between health service quality and patient satisfaction at internist polyclinic of Padang Panjang Hospital. Methods: Quantitative descriptive analytical research using a cross-sectional research design is the methodology employed in this study. 3,041 patients made up the study's population, while 192 made up the sample. The accidental sampling technique was used to take it. The study was carried out in July and August. Univariate and bivariate methods are used in data analysis, along with a chi-square test (CI 95%; α 5%). Results: There is a relationship between the quality of health services and patient satisfaction with univariate results, namely 104 (54.2%) satisfied respondents, 111 (57.8%) good reliability, 107 (55.7%) good responsiveness, 116 (60.4%) good assurance, 119 (62%) empathy is good, 105 (54.7%) tangible is good, and 97 (50.5%) waiting time is good. Then, reliability (p-value = 0,006; OR = 2,360), responsiveness (p = 0,000; OR = 4,526), assurance (p = 0,002; OR = 2,702), empathy (p = 0,003; OR = 2,586 ), tangible (p = 0,000 ; OR = 3,118), and waiting time (p = 0,000; OR = 5,131) are significant to patient satisfaction. Conclusion: Overall, the quality of healthcare services is related to patient satisfaction in the internal medicine polyclinic.