The association of outpatient satisfaction and the causes of control compliance in Rumah Sakit Islam Aisyiyah Malang Ollyvia Freeska Dwi Marta (a*); Nur Aini (a); Emmalia Imsamawati (b)
a*) Basic Science Nursing Department, Faculty of Health Science, Universitas Muhammadiyah Malang *ollyvia[at]umm.ac.id a) Basic Science Nursing Department, Faculty of Health Science, Universitas Muhammadiyah Malang b) Rumah Sakit Islam Aisyiyah Malang
Background: Nowadays, the demand for quality in health service were higher. Patient satisfaction is one of measure of hospital quality. However, the association between outpatient satisfaction and the causes of control compliance is lacking to be explored. Objectives: To examine the association of outpatient satisfaction and the causes of control compliance in the Rumah Sakit Islam Aisyiyah Malang. Design: A cross-sectional study design was employed. Settings: This study was conducted in the Rumah Sakit Islam Aisyiyah Malang. Participants: A total of 30 outpatient clinic patients (13 males; 17 females) were included. Methods: Data pertaining to the bio-socio-demographic characteristics and RATER (responsiveness, assurance, tangible, empathy, and reliability) questionnaire were collected in June, 2018. We conducted the interview to seek the patient-s control compliance. A Spearman Rank test was used for data analyses. Results: The majority of the respondent was female and the age of respondents was 56-65 years old. The outpatient satisfaction was categorized as 33% very satisfied and 66% moderately satisfied. For the aspect of outpatient satisfaction, 80.9% respondents were satisfied by the assurance aspect as well as 76.7% by the tangible aspect. The participants were considered as high compliance by the prevalent 86.7%. There was non-significant correlation between outpatient satisfaction and the causes of control compliance. Conclusions: The majority of the patient were satisfied by the health service and higher in control compliance. The correlation of outpatient satisfaction and the causes of control compliance were remaining insignificant. We recommend to the health care providers to patiently serve the patient, have a good communication skill, and empathy. Nurses are also required to promote their caring habits to the patients.
Keywords: Outpatient satisfaction; control compliance; outpatient clinic