Influence of the Quality of Nurse Services on Patient Satisfaction in the Rsud Hospital Dr. Pirngadi Medan

Abstract

Based on preliminary surveys conducted at the Regional General Hospital Dr. Pirngadi City of Medan by looking at the secondary data of the Hospital, it is known that in 2018 the number of bed use (Bed Occupancy Ratio, BOR) in RSUD Dr. Pirngadi Medan is 50% while in 2019 it decreased to 40%. The purpose of this study is the purpose of this study is to analyze the effect of nurse service quality on patient satisfaction in the inpatient room at Dr. Pirngadi General Hospital, Medan. This type of research is an analytic survey with cross sectional study design. This research was conducted at the Regional General Hospital Dr. Pirngadi, Medan City from October to November 2019. The population in this study was all patients who were hospitalized in October as many as 322 patients. The sample in this study was determined by purposive sampling to obtain a total sample of 51 patients. Data were analyzed by univariate, bivariate, and multivariate analyzes. Based on the results of the study note that there is an influence between nurse reliability (p = 0.025), nurse certainty (p = 0.001), nurse appearance (p = 0.015), nurse empathy (p = 0.019), nurse responsiveness (p = 0,000) and variables the most influential with patient satisfaction in the inpatient room of RS.Pirngadi Hospital, Medan, namely Responsiveness (p = 0,000). The conclusions in this study, namely there are 5 factors that affect patient satisfaction in the inpatient room of RSUD Dr. Pirngadi Medan namely reliability, certainty, appearance, empathy, responsiveness. Therefore it is suggested to hospitals to maintain patient satisfaction by improving the quality of services and complementing the infrastructure which is still lacking so that patient satisfaction is fulfilled and patients become loyal.