ANALISIS RESPONSIVENESS DALAM MENINGKATKAN KEPUASAN PASIEN RAWAT JALAN DI RSUD TUANKU IMAM BONJOL LUBUK SIKAPING TAHUN 2025

Abstract

The decreasing level of patient satisfaction and decreasing number of patient visits. This study aims to analyze the quality of service (tangible, reliability, responsiveness, assurance, empathy and outpatient waiting time) on patient satisfaction at the Outpatient Installation of Tuanku Imam Bonjol Hospital in 2025. The method in this study uses a mixed research method. In the quantitative design is using the cross-sectional approach. The research sample was patients visiting the outpatient installation and the sampling technique used accidental sampling. Data were collected and analyzed using the Chi Square test and Logistic Regression. Informants in the qualitative design were internal hospitals and outpatient installation patients who were taken using a purposive sampling technique. Data collection using in-depth interview methods, document review and observation and analyzed by triangulation. The study was conducted during April-June 2025. The results of the quantitative design study of tangible variables obtained a p-value of 0.000, reliability p-value 0.000, responsiveness p-value 0.000, assurance p-value 0.000, empathy p-value 0.156, outpatient waiting time p-value 0.029 and the most influential variable is responsiveness with a p-value of 0.001 and an odds ratio of 37.144. The results of the qualitative design, policy variables and availability of HHR (Health Human Resources) are sufficient, costs and infrastructure are still lacking, planning, organizing and implementation have been carried out according to the rules, monitoring and evaluation have been carried out but are less effective and patient satisfaction is still less good. The conclusion that the quality of outpatients is mainly determined by the quality of service and waiting time, with responsiveness as the dominant factor, is consistently supported by qualitative findings regarding the limitations of infrastructure and weak monitoring.