The Influence of Facility Infrastructure and Personal Contact on Inpatient’s Trust

Abstract

Trust is one of the most important aspects of the relationship between patients and medical staff. Patients are free to choose hospitals based on their confidence, leading to competition among hospitals. This is a challenge for hospital management to improve impact trust and patient retention. The purpose of this study was to analyze the impact of facility infrastructure and personal contacts on the confidence of inpatients at Royal Prima Medan Hospital through an interpretive survey study. The study was conducted between July 2019 and August 2019 with a total of 98 participants using a proportional random sampling technique. The results showed that a facility’s infrastructure and personal contacts statistically influenced patient trust. The most important factor influencing patient confidence was facility infrastructure (p-value = 0.002 and odds ratio = 5.27). These results suggest that improving the quality of facilities and personal contact increases trust in patients.