The Patient Satisfaction On Quality of Health Services in Out Patient Department of Bandar Lampung Adventist Hospital

Abstract

One of the health service facilities is a hospital. Hospitals are required to provide the bestservices for patient satisfaction. Satisfaction will be fulfilled if the service provided in a hospitalis felt to be in accordance with patient expectations, otherwise the patient will not feel satisfied.Disatisfaction with services will encourage patients to use the services of other competitors andwill result in decreased profits for the hospital. The level of satisfaction is closely related toquality services so that the services provided are in accordance with patient expectation. Thepurpose of this study was to determine the level of patient satisfaction, patient assessment ofthe quality of health services and the relationship between the level of satisfaction with thequality of health services in an Out Patient Department (OPD) of Bandar Lampung AdventistHospital.The method used in this study is a descriptive correlation involving 160 patients in OPD ofBandar Lampung Adventist Hospital. The data gathering was done by purposive sampling, andused a questionnaire instrument. The questionnaire used in the form of a checklist consist oftwo parts were those related to the patient satisfaction levels (23 questions) and related to thequality of OPD services (45 questions), so the total of all questions was 68. Then the data wereanalyzed using the McClave percentage formula, Benson, and the correlation formulaaccording to Sugiyono (2007: 122).The results of this study found the percentage level of patient satisfaction in the Out PatientDepartment of Bandar Lampung Adventist Hospital is 76.35%. This states that the level ofpatient satisfaction is included in the high category. The percentage of patients' assessment ofservice quality is 75.96%, this value is also included in the high category. Through these twopercentages, the correlation value is 0.852. It states that there is a very strong relationshipbetween the level of patient satisfaction with the quality of health services in OPD of BandarLampung Adventist Hospital.Based on the results of the study it can be concluded that patients in OPD of Bandar LampungAdventist Hospital have a high level of satisfaction that related to the quality of hospital healthservices. Suggestions given to the head of the OPD are expected to be able to maintain andimprove quality services so that the patient satisfaction is maintained properly.