Relationship between Patient Satisfaction and Revisit Intention of Inpatient Servisces at Bhayangkara Kediri Hospital, East Java / Hubungan Kepuasaan Pasien Terhadap Niat Kunjungan Ulang Masyarakat Terhadap Pelayanan Rawat Inap di Rumah Sakit Bhayangkara Kediri Jawa Timur

The degree to which hospital services are perfected to meet the needs of the public for health care that complies with professional service standards and service standards while taking into account the capabilities and limitations of the public and government and making reasonable, efficient, and effective use of all available resources to provide safe, satisfactory care that complies with legal ethics and norms. The outcome of interdependent relationships and dependencies between different parts or facets of the hospital as a system is the quality of hospital services. Finding out how satisfied the community was with hospital inpatient services was the aim of the study. The study design measures patient satisfaction with hospital quality control using quantitative analysis. The research was conducted in August-December 2022. The study population was 11,017 respondents. The community satisfaction survey sample is part of the population calculated based on The Open Epi Collection of Epidemiologic Calculators. The public satisfaction survey instrument is a questionnaire developed in the form of an application where satisfaction assessment is given by the sample by giving an asterisk to the components in the questionnaire. SPSS was used to examine the data. Confidentiality, relevant information, and scientific advancement are all applied in this study. The results of bivariate analysis with the chi square test, it can be seen that most respondents were satisfied with inpatient services at the hospital and made a return visit to the hospital when sick by 214 respondents (76.1%), while the fewest respondents were not satisfied with inpatient services at the hospital, but made a return visit to the hospital when sick by 1 respondent (0.4%). The resulting p value is 0.014, which means that there is a relationship between inpatient services and patient re-visits at the hospital. The resulting relationship strength (OR) value is 10.19, which means that respondents who are satisfied with hospital inpatient services will make a return visit when sick to the same hospital 10.19 times greater than respondents who are not satisfied with hospital inpatient services. The research conclusion is that hospital customer satisfaction will reflect the quality of service that exists from the start of the patient or customer entering the hospital environment to going home or leaving and waiting to return.

Mutu pelayanan rumah sakit adalah hasil akhir dari interaksi dan ketergantungan yang saling terkait antara berbagai bagian dari sistem rumah sakit. Tujuan penelitian adalah untuk menentukan tingkat kepuasan masyarakat terhadap pelayanan rawat inap rumah sakit. Desain penelitian menggunakan bentuk analisis kuantitatif untuk menentukan kepuasan pasien terhadap pengendalian kualitas pelayanan kesehatan yang diberikan di rumah sakit. Penelitian dilakukan pada bulan Agustus-Desember 2022. Populasi penelitian sebanyak 11.017 responden. Sampel survei kepuasan masyarakat merupakan sebagian dari populasi yang dihitung berdasarkan dengan The Open Epi Collection of Epidemiologic Calculators. Instrumen survei kepuasan masyarakat berupa kuesioner yang dikembangakan dalam bentuk aplikasi dimana penilaian kepuasan diberikan oleh sampel dengan memberikan tanda bintang pada komponen yang ada di kuesioner. Data dianalisis menggunakan SPSS. Penelitian ini menerapkan prinsip kerahasiaan, informasi bermanfaat dan pengembangan ilmu. Hasil analisis bivariate dengan uji chi square, dapat dilihat bahwa sebagian besar responden puas terhadap layanan rawat inap di rumah sakit dan melakukan kunjungan ulang kembali ke rumah sakit ketika sakit sebesar 214 responden (76,1%), sedangkan paling sedikit responden tidak puas terhadap layanan rawat inap di rumah sakit, namun melakukan kunjungan ulang kembali ke rumah sakit ketika sakit sebesar 1 responden (0,4%). Nilai p value yang dihasilkan sebesar 0,014 hal ini berarti terdapat hubungan pelayanan rawat inap dengan kunjungan ulang pasien di rumah sakit. Nilai kekuatan hubungan (OR) yang dihasilkan adalah 10,19 yang berarti responden yang puas terhadap layanan rawat inap rumah sakit akan melakukan kunjungan ulang kembali ketika sakit ke rumah sakit yang sama sebesar 10,19 kali lebih besar dibanding responden yang tidak puas terhadap layanan rawat inap rumah sakit. Simpulan penelitian adalah kepuasan pelanggan rumah sakit akan mencerminkan mutu pelayanan yang ada dari mulai pasien atau customer masuk lingkungan rumah sakit sampai pulang atau pulang meninggalkan dan ingin kembali.