Analisis Hubungan Penanganan Komplain Dengan Kepuasan Pasien Rawat Jalan Di Rsud Doloksanggul Tahun 2023

It is important to address customer expectations in a timely and suitable manner to ensure that they are satisfied with the way their complaints are handled. This will help transform unsatisfied consumers into satisfied users of the company's products and services. A quantitative cross-sectional study was conducted in 2023 at Doloksanggul Regional Hospital to examine the connection between complaint handling and outpatient satisfaction. Doloksanggul Regional Hospital in Humbang Hasundutan Regency was the site of the research. From January to April of the year 2024, the study will begin. All outpatients who visited in October 2023, totaling 5,840 individuals, make up the population in this study. The minimal sample size was 95 individuals, determined using the minimum sample calculation from Lemeshow. Doloksanggul Regional Hospital found a statistically significant correlation between outpatient happiness, empathy, complaint handling speed, complaint handling fairness or justice, and ease of contacting the hospital. Doloksanggul Regional Hospital's Outpatient Satisfaction is most strongly correlated with the Complaint Handling Speed variable, which has a 7.029 probability of elevating Outpatient Satisfaction. The management of Doloksanggul Regional Hospital is expected to streamline the process of handling complaints by developing and disseminating a standard operating procedure (SOP). This will have a direct impact on improving patient satisfaction, particularly among outpatients. Additionally, they need to evaluate the SIM RS vendor in order to improve service quality and divide specialist doctors' schedules so that they can carry out their duties at the poly and visit patients without disrupting the service schedule at the Specialist Poly.