THE RELATIONSHIP BETWEEN MEDICAL AND NON-MEDICAL STAFF INTERPERSONAL COMMUNICATION SKILLS AND OUTPATIENT PATIENT SATISFACTION AT DR. LEOKMONO HADI KUDUS REGIONAL HOSPITAL

Yesy Putri Adelia; Muhammad Purnomo; Zunia Khairunisa; Fitriana Kartikasari

doi:10.59733/medalion.v7i2.279

Authors

Yesy Putri Adelia Muhammadiyah University of Kudus
Muhammad Purnomo Muhammadiyah University of Kudus
Zunia Khairunisa Muhammadiyah University of Kudus
Fitriana Kartikasari Muhammadiyah University of Kudus

DOI:

https://doi.org/10.59733/medalion.v7i2.279

Keywords:

Health Communication, Interpersonal Communication, Outpatient Satisfaction, Patient Satisfaction, Service Quality

Abstract

This study is motivated by the importance of interpersonal communication between medical and non-medical staff in improving outpatient satisfaction in hospitals. The study aims to analyze the relationship between interpersonal communication skills of medical and non-medical staff and outpatient satisfaction at Dr. Loekmono Hadi Kudus Regional General Hospital. The study used a quantitative approach with an observational analytical design and a cross-sectional design. The study population was all outpatients at Dr. Loekmono Hadi Kudus Regional General Hospital with an average of 243 patient visits per day, while a sample of 152 respondents was determined using the Slovin formula with a purposive sampling technique. The research instrument used a questionnaire on interpersonal communication and patient satisfaction that had been tested for validity and reliability. Data analysis was carried out univariately and bivariately using the chi-square test. The results showed that 86.2% of respondents rated the staff's interpersonal communication skills as good and 89.5% of respondents were satisfied with outpatient services. Statistical tests showed a significant relationship between interpersonal communication skills and patient satisfaction (p = 0.001). The conclusion of this study is that good interpersonal communication contributes to increasing outpatient satisfaction in hospitals

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