The Influence Of Service Quality On The Satisfaction Of The Patient Clinic Sehati Husada, Sibiru District - Biru

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The Influence of Service Quality on Patient Satisfaction at Sehati Husada Clinic

Introduction

In today's competitive healthcare market, providing high-quality services is crucial for any medical institution to achieve patient satisfaction. Sehati Husada Clinic, located in Sibiru-Biru District, is no exception. Despite its efforts to provide the best services, the clinic still receives complaints from patients related to dissatisfaction in terms of service quality. This study aims to investigate the effect of five important variables - reliability, responsiveness, guarantees, empathy, and physical evidence - on the satisfaction of the Husada Sehati Clinical Patient.

The Importance of Service Quality in Healthcare

Service quality is a critical factor in determining patient satisfaction in healthcare settings. It encompasses various aspects, including reliability, responsiveness, guarantees, empathy, and physical evidence. These factors contribute to creating a positive experience for patients, which is essential for building trust and loyalty towards the clinic. In this study, we will examine the impact of these factors on patient satisfaction at Sehati Husada Clinic.

Research Methodology

This study involved patients aged between 15 and 55 years who had received treatment at Sehati Husada Clinic. The analysis method used is descriptive analysis and multiple linear regression. This type of research is associative, combining primary and secondary data obtained through documentation studies and questionnaires with measurements using Likert scale. For data processing, SPSS programs are used that facilitate the T test, F test, and determinant coefficient (R²).

Research Result

The results showed that simultaneously, the five factors - reliability, responsiveness, guarantees, empathy, and physical evidence - had a significant positive influence on the satisfaction of the Husada Sehati Clinical Patient. Partial testing also proves that each of these variables contributes positively and significantly to the level of patient satisfaction.

Analysis of Service Quality Factors

Reliability

Demonstrate clinical capabilities to provide promised services consistently. Discipline in the service process can increase patient trust. Reliability is a critical factor in building trust between patients and healthcare providers. When patients feel confident that the clinic can deliver promised services consistently, they are more likely to be satisfied with their experience.

Responsiveness

Refer to the willingness and ability of clinical staff to help patients and respond to their needs and complaints. Good communication is very important here. Responsiveness is essential for creating a positive experience for patients. When patients feel that their needs are being met promptly and efficiently, they are more likely to be satisfied with their experience.

Guarantees

Describe the beliefs felt by patients towards professional and competent staff. Certification and experience of medical personnel play a major role in creating a sense of security for patients. Guarantees are critical for creating a sense of security for patients. When patients feel confident that the clinic has competent and experienced staff, they are more likely to be satisfied with their experience.

Empathy

The ability to understand and feel what the patient experiences. The attitude of caring and attention from the staff will be very influential in the patient's experience. Empathy is essential for creating a positive experience for patients. When patients feel that their concerns are being heard and understood, they are more likely to be satisfied with their experience.

Physical Evidence

Physical elements that can be seen and felt by patients, such as clinical cleanliness and adequate facilities. A clean and comfortable environment supports positive perceptions of service quality. Physical Evidence is critical for creating a positive experience for patients. When patients feel that the clinic has a clean and comfortable environment, they are more likely to be satisfied with their experience.

Conclusion

From the results of the study, it is clear that service quality has a significant impact on patient satisfaction at Sehati Husada Clinic, Sibiru-Biru District. Improvement in aspects of reliability, responsiveness, guarantees, empathy, and physical evidence will help reduce the gap between expectations and reality experienced by patients, thereby increasing overall satisfaction. For clinical management, focusing on improving service quality can not only reduce complaints, but also build patient loyalty in the long run. With this effort, the Sehati Husada clinic can continue to grow and provide the best health services for the community.

Recommendations

Based on the findings of this study, the following recommendations are made:

  1. Improve Reliability: The clinic should focus on improving its reliability by ensuring that promised services are delivered consistently.
  2. Enhance Responsiveness: The clinic should improve its responsiveness by ensuring that patients' needs are met promptly and efficiently.
  3. Guarantee Competence: The clinic should ensure that its staff is competent and experienced to create a sense of security for patients.
  4. Foster Empathy: The clinic should foster empathy by ensuring that patients feel heard and understood.
  5. Maintain Physical Evidence: The clinic should maintain a clean and comfortable environment to support positive perceptions of service quality.

By implementing these recommendations, Sehati Husada Clinic can improve its service quality and increase patient satisfaction, ultimately leading to better health outcomes for the community.
Frequently Asked Questions (FAQs) about Service Quality and Patient Satisfaction

Q: What is service quality, and why is it important in healthcare?

A: Service quality refers to the level of excellence in the services provided by a healthcare institution. It encompasses various aspects, including reliability, responsiveness, guarantees, empathy, and physical evidence. Service quality is essential in healthcare because it directly affects patient satisfaction, trust, and loyalty towards the institution.

Q: What are the five factors of service quality that were studied in this research?

A: The five factors of service quality studied in this research are:

  1. Reliability: The ability of the clinic to provide promised services consistently.
  2. Responsiveness: The willingness and ability of clinical staff to help patients and respond to their needs and complaints.
  3. Guarantees: The beliefs felt by patients towards professional and competent staff.
  4. Empathy: The ability to understand and feel what the patient experiences.
  5. Physical Evidence: Physical elements that can be seen and felt by patients, such as clinical cleanliness and adequate facilities.

Q: How did the researchers collect data for this study?

A: The researchers collected data through a combination of primary and secondary data sources, including documentation studies, questionnaires, and measurements using the Likert scale. The data was then analyzed using descriptive analysis and multiple linear regression.

Q: What were the main findings of this study?

A: The main findings of this study were that simultaneously, the five factors of service quality (reliability, responsiveness, guarantees, empathy, and physical evidence) had a significant positive influence on patient satisfaction at Sehati Husada Clinic. Partial testing also showed that each of these variables contributed positively and significantly to the level of patient satisfaction.

Q: What are the implications of this study for healthcare institutions?

A: The implications of this study for healthcare institutions are that improving service quality can lead to increased patient satisfaction, trust, and loyalty. By focusing on the five factors of service quality, healthcare institutions can reduce complaints, improve patient outcomes, and ultimately, provide better health services for the community.

Q: What are some recommendations for healthcare institutions based on this study?

A: Some recommendations for healthcare institutions based on this study are:

  1. Improve Reliability: Focus on ensuring that promised services are delivered consistently.
  2. Enhance Responsiveness: Improve the willingness and ability of clinical staff to help patients and respond to their needs and complaints.
  3. Guarantee Competence: Ensure that staff is competent and experienced to create a sense of security for patients.
  4. Foster Empathy: Ensure that patients feel heard and understood.
  5. Maintain Physical Evidence: Maintain a clean and comfortable environment to support positive perceptions of service quality.

Q: How can healthcare institutions measure service quality?

A: Healthcare institutions can measure service quality by using various tools and techniques, such as:

  1. Patient satisfaction surveys: Conduct regular surveys to assess patient satisfaction with the services provided.
  2. Service quality audits: Conduct regular audits to assess the quality of services provided.
  3. Staff feedback: Encourage staff to provide feedback on the quality of services provided.
  4. Patient complaints: Monitor patient complaints and address them promptly.

Q: What are some challenges that healthcare institutions may face in improving service quality?

A: Some challenges that healthcare institutions may face in improving service quality include:

  1. Limited resources: Limited resources, such as budget and staff, may hinder the ability to improve service quality.
  2. Resistance to change: Resistance to change from staff and patients may hinder the ability to improve service quality.
  3. Complexity of healthcare services: The complexity of healthcare services may make it difficult to improve service quality.
  4. Competing priorities: Competing priorities, such as patient volume and financial constraints, may hinder the ability to improve service quality.

Q: How can healthcare institutions overcome these challenges?

A: Healthcare institutions can overcome these challenges by:

  1. Prioritizing service quality: Prioritize service quality as a key goal for the institution.
  2. Developing a service quality strategy: Develop a service quality strategy that outlines specific goals and objectives for improving service quality.
  3. Allocating resources: Allocate sufficient resources, such as budget and staff, to support the improvement of service quality.
  4. Engaging staff and patients: Engage staff and patients in the improvement of service quality through regular feedback and communication.
  5. Monitoring progress: Monitor progress regularly to assess the effectiveness of service quality improvement initiatives.