Pengalaman Pasien pada Pelayanan Kesehatan di Puskesmas Amplas Kota Medan Tahun 2024

Abstract

Patient experience can be an effective way for healthcare facilities to receive input for the improvement of service quality. This research aims to describe patient experiences in healthcare services concerning patient waiting times, the friendliness of community health center (Puskesmas) staff in providing healthcare services, nursing services, doctor-patient interpersonal communication, medication availability, and cleanliness of healthcare services at Amplas Community Health Center in Medan City. This study utilizes a quantitative method with a descriptive approach.The results indicate that patient experiences at Amplas Community Health Center, with indicators including waiting time (3.06), service friendliness (3.10), nursing services (3.03), interpersonal communication (3.07), medication availability (3.04), and facility cleanliness (3.02), all fall into the "good" category. The most dominant indicator in patient experience is service friendliness, with a value of 3.10. This implies that Amplas Community Health Center provides friendliness to patients by always smiling, listening attentively to patient complaints, and showing concern for patient worries. Doctors and nurses clearly explain the patient's condition and available treatment options. They are always willing to answer all patient questions, making patients feel that all healthcare professionals genuinely care about their recovery. Amplas Community Health Center prioritizes patient well-being, ensuring that patients feel valued. They minimize waiting times and respect appointment schedules.