Pengaruh Mutu Pelayanan Rumah Sakit terhadap Kepuasan Keluarga Pasien Ruang Sub Akut Rumah Sakit Jiwa Aceh Tahun 2021

Abstract

The main duty of Mental Hospital Health Services is to provide healing and recovery service that is carried out structurally in order to improve public health, to prevent diseases and to build relationship with patients or their family who are the main customers. The assessment off patient satisfaction in mental hospital is important because patient satisfaction is correlated with the improvement of hospital administration and treatment quality. Therefore, this research investigates whether hospital service quality affects patients’ family satisfaction. Improvement of saticfaction is assessed by evaluating the dimensions of service quality, such as tangibility, reliability, responsiveness, assurance, and empathy toward the satisfaction of patients or patients’ family. The average number of inpatients in the sub-acute ward at Aceh Mental Hospital from May until Jun, 2021, a total of 146 patients, makes up the population and 60 of them are selected as the sample by using Slovin formula. The data are collcted through interviews using questionnaires and analyzed by employing multiple regression analysis method to identify whether hospital service quality affects the family satisfaction of the patients. The results of partial study/t-Test on variable of Assurance (X4. ) and Responsiveness (X5)indicate significant effect on the patients family satisfaction in the sub acute ward with a significant value (p=0.000 > 0.05). The result of Simultaneous study /F - Test on variabels of Tangibility (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Emphaty (X5), inidcate some efects on family satisfaction simultaneously. It is recommended that Aceh Mnetal Hospital pay more attention to their facilities, provide information regarding service requirements suitable for patient needs and service waiting time, and increasing emphaty to improve inpatients family satisfaction.