ANALYSIS OF PATIENT SATISFACTION LEVELS WITH IRNA I SERVICES IN THE PARANGTRITIS WARD OF DR. SAIFUL ANWAR GENERAL HOSPITAL, EAST JAVA PROVINCE
DOI:
https://doi.org/10.33482/jmc.v12i02.358Keywords:
Patient satisfaction, service quality, inpatient care, hospitalAbstract
Patient satisfaction is an important indicator of healthcare quality, as it reflects the alignment between expectations and actual care experiences. High satisfaction levels influence trust, loyalty, and the sustainability of healthcare institutions. Dr. Saiful Anwar Regional General Hospital in East Java Province routinely conducts Community Satisfaction Surveys, but there are still areas that need improvement, particularly in terms of service speed and hospital management. This study aims to determine the level of patient satisfaction in Inpatient Unit I (IRNA I), Parangtritis Room, Dr. Saiful Anwar Regional General Hospital, East Java, and to identify the dimensions of service that are strengths and weaknesses. A quantitative descriptive study with a survey design. The respondents consisted of 30 patients/families who were treated in the Parangtritis IRNA I ward. The instrument was a patient satisfaction questionnaire based on service dimensions (tangibles, reliability, responsiveness, assurance, empathy). The data were analyzed using frequency distribution. The majority of respondents expressed dissatisfaction with the dimensions of tangibles (56.7%), reliability (66.7%), responsiveness (66.7%), and assurance (60.0%). Regarding the dimension of empathy, the majority of respondents were satisfied (53.3%). Overall, 60.0% of respondents were satisfied with the quality of health services. Patient satisfaction at IRNA I Parangtritis room was categorized as good, although the speed of service and administrative system still needed improvement. These findings are expected to provide input for strengthening patient-focused service strategies and improving the effectiveness of hospital management.
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