Nursing Services Impact on Patient Satisfaction at Kedaton Healthcare Center in Bandar Lampung Indonesia

Abstract

Patient satisfaction is a quality measurement of service that is always expected, both at the hospital and at the health center. It is important to assess whether service standards and other factors have been met. One way to assess service quality is to use the RATER model, which has five aspects, namely responsiveness, assurance, tangibles, empathy, and reliability.The purpose of this study was to determine the relationship between nursing services and patient satisfaction at Kedaton Healthcare Center in Bandar Lampung. This study used an analytical survey method with a cross-sectional approach. The sampling technique used was purposive sampling with a total sample of 44 patients. The results showed that only 21.4 percent of patients assessed that nursing services were good, and 64.1 percent of patients stated that the service was not good. For the level of patient satisfaction, 51.3 percent of patients have moderate satisfaction, and 45.4 percent of patients have low satisfaction. The data analysis technique used the chi-square test, with a significance level of p-value = 0.016 (α = 0.05) and OR 10.766. This means that there is a significant relationship between nursing services and the level of patient satisfaction at the Kedaton Public Health Center Bandar Lampung Indonesia, and good nursing services have a 10,766 times greater chance of getting higher patient satisfaction. Nursing service standards are needed to increase patient satisfaction.

Keywords: Nursing services, RATER, patient satisfaction, in-patient