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Dilla Fitria
Department Of Hospital Administration, Institut Kesehatan Helvetia Medan
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HUBUNGAN KUALITAS PELAYANAN DENGAN MINAT KUNJUNG ULANG PASIEN DI KLINIK PRATAMA KELAMBIR MEDAN Andini Mentari Tarigan; Dilla Fitria
Indonesian Trust Health Journal Vol 4 No 2 (2021): Indonesian Trust Health Journal
Publisher : STIKes Murni Teguh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37104/ithj.v4i2.81

Abstract

Health service visits are determined by the needs of service users to get the health services provided. The factors that can influence so that users want to reuse are five dimensions consisting of reliability, responsiveness, courtesy, ability to understand customers and physical evidence. The purpose of this study was to explain the relationship between the quality of health services and the interest in repeat visits at the Pratama Clinic Kelambir Medan. This study is a quantitative study using a cross sectional design. This research was conducted at the Kelambir Pratama Clinic Medan starting in September 2021 until it was completed. The sample in this study were 97 respondents. The research instrument used a questionnaire using the Pearson correlation test. The results showed that there was a relationship between reliability (p=0.024) <0.05, responsiveness (p=0.011) <0.05, politeness (p=0.022) <0.05, ability to understand customers (p=0.002) <0 .05 and physical evidence (p=0.001) <0.05 with an interest in repeat visits at the Pratama Clinic Kelambir Medan. The conclusion is that there is a relationship between reliability, responsiveness, politeness, ability to understand customers and physical evidence with interest in visiting and returning health services at the Pratama Clinic Kelambir Medan. Abstrak Kunjungan ulang pelayanan kesehatan dipengaruhi oleh kebutuhan pengguna jasa pelayanan untuk mendapatkan kembali pelayanan kesehatan yang diberikan. Faktor-faktor yang dapat mempengaruhi sehingga para penggunanya ingin memanfaatkan kembali yaitu ada lima dimensi yang terdiri dari reliabilitas, responsivitas, kesopanan, kemampuan memahami pelanggan dan bukti fisik. Tujuan penelitian ini adalah untuk menjelaskan hubungan antara kualitas pelayanan kesehatan dengan minat kunjung ulang di Klinik Pratama Kelambir Medan. Penelitian ini adalah penelitian kuantitatif dengan menggunakan desain cross sectional. Penelitian ini dilakukan di Klinik Pratama Kelambir Medan dimulai pada bulan September 2021 sampai dengan selesai. Sampel dalam penelitian ini yaitu 97 responden. Instrumen penelitian menggunakan kuesioner dengan menggunakan uji korelasi pearson. Hasil penelitian menunjukkan bahwa ada hubungan antara reliabilitas (p=0,024) <0,05, responsivitas (p=0,011) <0,05, kesopanan (p=0,022) <0,05, kemampuan memahami pelanggan (p=0,002) <0,05 dan bukti fisik (p=0,001) <0,05 dengan minat kunjung ulang di Klinik Pratama Kelambir Medan. Kesimpulannya adalah terdapat hubungan antara reliabilitas, responsivitas, kesopanan, kemampuan memahami pelanggan dan bukti fisik dengan minat kunjung ulang pelayanan kesehatan di Klinik Pratama Kelambir Medan.
Relationship Of Insurance And Hospital Empathy With Satisfaction Of Return Interest In Outcoming Patients At Sundari Hospital Dilla Fitria; Cut Saura Salmira; Aida Sulisna
International Archives of Medical Sciences and Public Health Vol. 3 No. 1 (2022)
Publisher : Pena Cendekia Insani

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Abstract

A level of patient feeling that arises as a result of the performance of health services obtained after the patient compares it with what he expects is patient satisfaction. To measure the quality of health services, the Serqual model or service quality is used as the basis for the research concept known as the Rater dimension. Where two of these dimensions are insurance and empathy in hospital health services. The purpose of this study was to be able to see the relationship between insurance and hospital empathy with satisfaction & interest in returning inpatients at Sundari Hospital. This study used a cross sectional approach with data collection using validated questionnaire data. The research sample was 68 people. The results showed that there was a significant relationship between the insurance variable and satisfaction & interest in revisiting with the results of p-value 0.007 <0.05, this value indicates that there is a relationship between the assurance variable on satisfaction and interest in revisiting general outpatients in Sundari Hospital. Meanwhile, for empathy, there is a significant relationship between the empathy variable with satisfaction and interest in revisiting with a p-value of 0.000 <0.05, this value indicates that there is a relationship between the empathy variable on satisfaction and interest in revisiting general outpatients at Sundari General Hospital. . Suggestions for hospitals to be able to conduct regular training related to communication management and education for all services.
Relationship Of Insurance And Hospital Empathy With Satisfaction Of Return Interest In Outcoming Patients At Sundari Hospital Dilla Fitria; Cut Saura Salmira; Aida Sulisna
International Archives of Medical Sciences and Public Health Vol. 3 No. 1 (2022)
Publisher : Pena Cendekia Insani

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

A level of patient feeling that arises as a result of the performance of health services obtained after the patient compares it with what he expects is patient satisfaction. To measure the quality of health services, the Serqual model or service quality is used as the basis for the research concept known as the Rater dimension. Where two of these dimensions are insurance and empathy in hospital health services. The purpose of this study was to be able to see the relationship between insurance and hospital empathy with satisfaction & interest in returning inpatients at Sundari Hospital. This study used a cross sectional approach with data collection using validated questionnaire data. The research sample was 68 people. The results showed that there was a significant relationship between the insurance variable and satisfaction & interest in revisiting with the results of p-value 0.007 <0.05, this value indicates that there is a relationship between the assurance variable on satisfaction and interest in revisiting general outpatients in Sundari Hospital. Meanwhile, for empathy, there is a significant relationship between the empathy variable with satisfaction and interest in revisiting with a p-value of 0.000 <0.05, this value indicates that there is a relationship between the empathy variable on satisfaction and interest in revisiting general outpatients at Sundari General Hospital. . Suggestions for hospitals to be able to conduct regular training related to communication management and education for all services.
HUBUNGAN PERILAKU PASIEN TERHADAP KEPATUHAN MEMBAWA KARTU IDENTITAS BEROBAT DI RS KHUSUS MATA MEDAN BARU TAHUN 2022 Sri Agustina Meliala Meliala; Dilla Fitria
INFOKES (Informasi Kesehatan) Vol 7 No 1 (2023): Jurnal Infokes
Publisher : POLITEKNIK PIKSI GANESHA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56689/infokes.v7i1.1040

Abstract

Human conduct is divided into three domains: knowledge, attitudes, and acts. Compliance is a type of behavior that results from interactions between health professionals and patients. When the patient's conduct is needed to comply with carrying a Medical Identity Card (MIC) when registering at the registration unit, patients carrying a MIC make it simpler for registration officers to find the patient's identification. Based on the findings of an initial survey of 10 outpatients conducted through interviews, patients were not yet compliant in carrying a MIC, because they did not understand the benefits and purpose of carrying a MIC while seeking treatment at health centre. The study aimed to examine the association between patient behavior and adherence to carrying MNH at Medan Baru Eye Center in 2022. The study employed was quantitative using a cross-sectional approach, and conducted at Medan Baru Eye Center, located in Abdullah Lubis District. The population was 3881 patients who had gotten treatment in the previous year at Medan Baru Eye Center. The sample was done by chance. The research instrument was a questionnaire that has been validated and reliable. Finally, with a p value of 0.05, knowledge, attitude, and action factors associated with adherence to carrying identity cards for treatment. The Medan Baru Eye Center were advised to educate the population about the need of having a Medical Identity Card (MIC) while seeking treatment at further time. Keywords: Behavior, Compliance, Medical Identity Card (KIB)
Factors Affecting Filling of the Initial Assessment in Inpatience At Putri Hijau Hospital Medan Muhammad Adiul Ilham; Dilla Fitria; Julita Arnis; Manisha Manisha; Muhammad Gilang Irsandi
International Journal Of Health Science Vol. 5 No. 3 (2025): November : International Journal of Health
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijhs.v5i3.6064

Abstract

The issue of improving the quality of health services is a major focus for hospitals in their efforts to provide effective, efficient, and patient-safety-oriented services. One important indicator in improving the quality of nursing services is the process of completing the initial patient assessment, as this stage forms the basis for planning and implementing further nursing actions. This study aims to identify and analyze the factors that influence the initial assessment process at Putri Hijau Hospital in Medan in 2022. The research method used was quantitative with an analytical survey approach and a cross-sectional design. The research population included 135 nurses working in the inpatient ward, while the research sample consisted of 57 nurses selected using incidental sampling techniques. Data collection was carried out using a structured questionnaire that measured the variables of nurses' abilities, skills, attitudes, and motivation. The data were analyzed using univariate and bivariate analyses with the Chi-Square statistical test to determine the relationship between variables. The results showed that the factors of competence and skills (p = 0.002), attitude (p = 0.000), and motivation (p = 0.013) had a significant effect on the completeness and accuracy of the initial assessment of inpatients. These findings illustrate that nurses with high technical competence, positive attitudes, and strong motivation are better able to carry out initial assessments quickly and accurately. Based on these results, it is recommended that hospital management improve continuing education programs, conduct regular supervision, and provide performance-based rewards to strengthen nurses' motivation and professionalism in carrying out optimal initial assessments of patients.
Faktor Yang Memengaruhi Profesionalisme Petugas Rawat Inap Terhadap Mutu Pelayanan Kesehatan Di Rumah Sakit Umum Mitra Medika Tanjung Mulia Medan Dilla Fitria; Sri Agustina Meliala; Dyna Safitri Rakhelmi Rangkuti
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.3757

Abstract

Mutu pelayanan kesehatan merupakan salah satu hal yang penting dan selalu diperhatikan oleh pasien. Saat ini di Indonesia sampai tahun 2023 cakupan pelayanan kesehatan yang diberikan  kepada  masyarakat  masih  belum  mencapai  target  yaitu  hanya  90,3%  dari  target  yang ditetapkan Universal Health Coverage (UHC) sebesar 97%. Mengetahui faktor yang memengaruhi profesionalisme petugas rawat inap terhadap mutu pelayanan kesehatan di Rumah Sakit Umum Mitra Medika Tanjung Mulia Medan Tahun 2025. Jenis penelitian ini kuantitatif menggunakan desain survei analitik dengan pendekatan cross-sectional. Populasi penelitian yaitu seluruh petugas rawat inap sebanyak 84 orang dengan sampel  84 orang yang diambil  menggunakan  teknik  total sampling.  Analisis  data menggunakan analisis univariat, bivariat. Hasil penelitian menunjukkan nilai p untuk variabel caring yaitu p = 0,002, dan  komunikasi terapeutik p = 0,000 yang artinya ada pengaruh caring dan komunikasi terapeutik terhadap mutu pelayanan kesehatan. Kesimpulan ini ada pengaruh caring dan komunikasi terapeutik terhadap mutu pelayanan kesehatan.
Hubungan Disiplin Kerja dengan Kualitas Pelayanan Perawat Rawat Inap di RSU Sinar Husni Hana Dhini julia Pohan; Sri Agustina Meliala; Dilla Fitria
SEHATI: Jurnal Kesehatan Vol 6, No 1 (2026)
Publisher : Pelantar Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52364/sehati.v6i1.157

Abstract

Nurses’ discipline remains relatively low, as evidenced by frequent tardiness, incomplete use of uniforms, and lack of courteousness toward patients. This study aimed to determine the relationship between work discipline and the quality of inpatient nursing services at Sinar Husni Hospital. This research employed a quantitative method with a cross-sectional design. The study population included all 93 inpatient nurses at the Hospital, with total sampling used as the sampling technique. Data were collected using a validated and reliable questionnaire, and analyzed using the chi-square test. The results found a significant relationship (p 0.05) between work discipline and service quality. Compliance with regulations on working hours, attendance, and rest breaks showed a significance value of p = 0.009; adherence to dress codes and professional behavior p = 0.016; compliance with procedures for task performance and work relations p = 0.003; and adherence to organizational rules on permissible and prohibited conduct p = 0.002. It is suggested that the hospital strengthen discipline through continuous guidance, consistent supervision, and the implementation of a fair reward-and-punishment system. Such efforts are expected to enhance nurses’ motivation, responsibility, professionalism, and performance in delivering excellent care.
Co-Authors Aida Sulisna Cut Saura Salmira Dyna Safitri Rakhelmi Rangkuti Hana Dhini Julia Pohan Julita Arnis Manisha Manisha Meliala, Sri Agustina Muhammad Adiul Ilham Muhammad Gilang Irsandi Sri Agustina Meliala Meliala Tarigan, Andini Mentari