Analisis Pelayanan Kesehatan Unit Rawat Jalan Dengan Meningkatkan Kepuasan Pasien Di Klinik Sri Pamela Sei Silau Tahun 2025

Milala, E.R. (2025). Analyzing Outpatient Health Services to Improve Patient Satisfaction at Klinik Sri Pamela Sei Silau. Thesis. Master of Public Health Program, Faculty of Public Health, Institut Kesehatan Deli Husada Deli Tua. (Supervised by: Dra. Megawati Sinambela, S.ST., S.Kep.Ners, M.Kes).This study aimed to analyze outpatient health services as a means to improve patient satisfaction at Klinik Sri Pamela Sei Silau. A quantitative research design was employed using a descriptive method and a cross-sectional approach. This was supported by the chi-square test results, where reliability (p = 0.000), responsiveness (p = 0.000), assurance (p = 0.004), tangible (p = 0.031), and empathy (p = 0.000) all had p-values < 0.05. Therefore, it is evident that these five dimensions are significantly related to patient satisfaction in the outpatient services of Klinik Sri Pamela Sei Silau. Furthermore, the multiple linear regression analysis revealed that responsiveness had the most dominant influence on patient satisfaction, with a standardized coefficient (β) of 0.388, followed by empathy (β = 0.356) and reliability (β = 0.354). It is recommended that Klinik Sri Pamela Sei Silau conduct regular eval_uations of service quality based on patient feedback and utilize these eval_uations as the foundation for continuous quality improvement, especially by enhancing staff training in responsiveness and empathy.