PATIENT LEVEL AT THE FKTP OF RUMKITBAN DKT MOJOKERTO

Abstract

Patient satisfaction is one of the important indicators in assessing the quality of healthcare services at Primary Healthcare Facilities (FKTP). The level of satisfaction is influenced by service quality, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. This study aimed to determine the level of patient satisfaction at FKTP Rumkitban DKT Mojokerto. This study used a quantitative descriptive design with a cross-sectional approach. The study population consisted of 172 patients, with a sample of 120 respondents comprising 98 outpatients and 22 inpatients, selected using accidental sampling. Data collection was conducted after obtaining research permission and respondent consent through informed consent. Subsequently, respondents completed a patient satisfaction questionnaire based on the five SERVQUAL dimensions to measure patient experience of the services received. The collected data were checked for completeness through editing, coding, data entry, and cleaning processes, then analyzed using frequency distributions and percentages. The results showed that the majority of respondents were in the satisfied category, namely 68 respondents (56,7%), while 52 respondents (43,3%) were in the very satisfied category. Based on the dimensions of service quality, the tangibles, responsiveness, assurance, and empathy dimensions were in the very satisfied category, while the reliability dimension was in the satisfied category. It was concluded that the level of patient satisfaction at FKTP Rumkitban DKT Mojokerto was in the satisfied category. Therefore, improving service quality, particularly in the reliability dimension, needs to be continuously carried out to maintain and improve patient satisfaction and patient experience.