Analisis Pengaruh Kualitas Pelayanan Kesehatan dan Komunikasi Terapeutik Perawat Terhadap Kepuasan Pasien di Ruang Rawat Inap RSUD Labuang Baji Makassar: Analysis of the Influence of Health Service Quality and Therapeutic Communication by Nurses on Patient Satisfaction in the Inpatient Ward of Labuang Baji Regional General Hospital, Makassar - Ima, Ima; Gobel, Fatmah Afrianty; Rusydi, Arni Rizqiani (Journal of Aafiyah Health Research (JAHR), 2025)
ABSTRAK Latar Belakang: Kualitas pelayanan kesehatan merupakan aspek penting yang memengaruhi kenyamanan dan kepuasan pasien selama menjalani perawatan. Pelayanan yang baik akan membangun kepercayaan dan memberikan pengalaman positif bagi pasien di rumah sakit. Komunikasi terapeutik perawat juga berperan besar dalam membentuk hubungan emosional yang mendukung proses penyembuhan. Komunikasi yang empatik, terbuka, dan jelas membuat pasien merasa dihargai dan lebih puas terhadap layanan yang diberikan. Kedua aspek ini penting untuk dianalisis karena berkontribusi terhadap tingkat kepuasan pasien di ruang rawat inap. Tujuan: Untuk mengetahui analisis pengaruh Kualitas pelayanan Kesehatan dan komunikasi terapeutik perawat terhadap kepuasan pasien di ruang rawat inap RSUD Labuang Baji Makassar. Metode: Penelitian ini menggunakan kuantitatif dengan pendekatan cross-sectional. Sampel penelitian sebanyak 160 pasien umum rawat inap di RSUD Labuang Baji Makassar, menggunakan teknik sampling purposive sampling, data di kumpulkan menggunakan kuesioner yang telah di uji validitas dan realibilitas serta dianalisis menggunakan uji chi square dan regresi logistik. Hasil: Hasil penelitian menunjukkan bahwa semua dimensi kualitas pelayanan dan komunikasi terapeutik berhubungan signifikan dengan kepuasan pasien. Dimensi patient admission memiliki nilai p = 0,019, medical service p = 0,009, overall service p = 0,044, hospital discharge p = 0,045, dan hospital social responsibility p = 0,023. Sementara itu, pada komunikasi terapeutik, tahap pra-interaksi menunjukkan nilai p = 0,025, orientasi p = 0,033, kerja p = 0,013, dan terminasi p = 0,018 terdapat hubungan yang signifikan terhadap kepuasan pasien di ruang rawat inap RSUD Labuang Baji Makassar. Kesimpulan: Kualitas pelayanan kesehatan dan komunikasi terapeutik perawat berpengaruh signifikan terhadap kepuasan pasien rawat inap. Semakin baik pelayanan dan komunikasi yang diberikan, maka semakin tinggi tingkat kepuasan yang dirasakan oleh pasien.   ABSTRACT Background: The quality of healthcare services is a crucial aspect influencing patient comfort and satisfaction during treatment. Good service builds trust and provides a positive experience for patients in the hospital. Nurses' therapeutic communication also plays a significant role in establishing emotional bonds that support the healing process. Empathetic, open, and clear communication makes patients feel valued and more satisfied with the care provided. These two aspects are important to analyze because they contribute to patient satisfaction levels in inpatient settings. Objective: This study aims to determine the analysis of the influence of the quality of health services and therapeutic communication of nurses on patient satisfaction in the inpatient ward of Labuang Baji Regional General Hospital, Makassar. Method: This study used a quantitative cross-sectional approach. The sample of 160 general inpatients at Labuang Baji Makassar Regional General Hospital was selected using a purposive sampling technique. Data were collected using a questionnaire that had been tested for validity and reliability and analyzed using the chi-square test and logistic regression. Results: significantly related to patient satisfaction. The patient admission dimension had a p value = 0.019, medical service p = 0.009, overall service p = 0.044, hospital discharge p = 0.045, and hospital social responsibility p = 0.023. Meanwhile, in therapeutic communication, the pre-interaction stage showed a p value = 0.025, orientation p = 0.033, work p = 0.013, and termination p = 0.018 had a significant relationship to patient satisfaction in the inpatient ward of Labuang Baji Regional Hospital, Makassar. Conclusion: The quality of healthcare services and therapeutic communication between nurses significantly influence patient satisfaction in inpatient wards. The better the service and communication provided, the higher the level of patient satisfaction.