Anteseden dari overall rating of hospital dan trust terhadap willingness to recommend pada Rumah Sakit Umum Daerah Bangka Tengah

Hendsun, Hendsun (2022) Anteseden dari overall rating of hospital dan trust terhadap willingness to recommend pada Rumah Sakit Umum Daerah Bangka Tengah. Masters thesis, Universitas Pelita Harapan.

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Abstract

Rumah sakit adalah institusi yang menyelenggarakan pelayanan kesehatan. Fasilitas Rumah Sakit memberikan pelayanan kesehatan yang komprehensif meliputi pelayanan rawat inap, rawat jalan dan gawat darurat. pendahuluan terkait kualitas pelayanan menurut 10 pasien yang pernah melakukan perawatan rawat jalan di RSUD Bangka Tengah pada bulan Desember 2021 dengan hasil yang variatif. penelitian kali ini akan dilakukan secara uji empiris pada masyarakat di yang menerima pengobatan rawat jalan di RSUD Bangka Tengah. Penelitian ini mengadopsi model penelitian yang dilakukan oleh Westbrook, Babakus dan Grant, (2014) dengan menggunakan tiga variabel bebas (independent), yaitu hospital environtment, communication with patients dan responsiveness to patient needs. Yang merupakan komponen kuesioner HCAHPS sebagai variabel mediasi dikembangkan dengan komponen trust. Variabel independent tersebut akan diuji pengaruhnya terhadap willingness to recommend hospital. Jenis penelitian ini dikategorikan sebagai survei cross-sectional berdasarkan waktu pengumpulan data. Jenis penelitian ini pada dasarnya adalah penelitian kuantitatif dengan menggunakan uji hipotesis korelasional. Pada penelitian ini, communication with patient dan responsiveness to patient needs terbukti secara signifikan memiliki pengaruh positif terhadap overall rating of hospital dan trust. Variabel trust terbukti memiliki pengaruh positif terhadap willingness to recommend. Hal ini dapat menjadi perhatian besar bagi manajer pelayanan Kesehatan, agar perawat di RSUD Bangka Tengah memberikan usaha dalam menciptakan lingkungan rumah sakit dengan tenaga perawat yang dapat berkomunikasi dengan lebih santun dan mampu menjelaskan dengan cara yang dapat dimengerti pasien saat melakukan pengobatan rawat jalan./ Hospital is an institution that provides health services. Hospital facilities provide comprehensive health services, including inpatient, outpatient, and emergency services. Preliminary study related to service quality according to 10 patients who had received outpatient treatment at the Central Bangka Hospital in December 2021. This research will be conducted empirically on people who receive outpatient treatment at the Central Bangka Hospital. This study adopted the research model conducted by Westbrook, Babakus, and Grant (2014) using three independent variables: hospital environment, communication with patients, and responsiveness to patient needs, a component of the HCAHPS questionnaire as a mediating variable developed with a trust component. The independent variable will be tested for its effect on willingness to recommend a hospital. This type of research is categorized as a cross-sectional survey based on the time of data collection. This type of research is quantitative research using correlational hypothesis testing. In this study, communication with patients and responsiveness to patient needs was proven to affect the hospital's overall rating and trust significantly. The trust variable is proven to influence willingness to recommend positively. This can be of great concern to the health services manager so that nurses at the Bangka Tengah Hospital make efforts to create a hospital environment with nurses who can communicate more politely and explain in a way that patients can understand when taking outpatient treatment.

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