HUBUNGAN MUTU PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN HIPERTENSI DI PUSKESMAS BESTARI MEDAN TAHUN 2025
HUBUNGAN MUTU PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN HIPERTENSI DI PUSKESMAS BESTARI MEDAN TAHUN 2025
DOI:
https://doi.org/10.46880/mm.v4i2.4780Abstract
Background : Quality healthcare services are key to maintaining and improving patient satisfaction, notably in primary healthcare institutions such as local clinics. Service quality is significantly guided by the level of provisions, healthcare personnel, service processes, which encompass the factors influencing patient satisfaction. ServQuaL, that is reliability, responsiveness, assurance, empathy, tangible. This quality of healthcare services at community health centers is vital for better patient outcomes satisfaction, particularly among those with hypertension, whose numbers continue to rise. In Indonesia, hypertension is a common non-communicable disease, including at Bestari Community Health Center.
Method: This research employed a cross-sectional design using observational analysis. The study included 240 hypertension patients who received treatment at the Bestari Community Health Center in Medan in 2025. Data collection was conducted using primary data, namely a questionnaire. The independent variable analyzed was the effectiveness of healthcare services, while the dependent variable evaluated was the satisfaction rate of diabetes patients at the Bestari Community Health Center.
Results : This study's conclusions illustrate the association among reliability(reliability)with the satisfaction of hypertension patients, the value obtainedp valueof 0.008, the connection among responsiveness and satisfaction of hypertension patients obtained a value ofp valueof 0.037, the guarantee relationship (assurance)with the satisfaction of hypertension patients, the value obtainedp valueof 0.028, empathy relationship(empathy)with the satisfaction of hypertension patients, the value obtainedp valueof 0.007, the link between tangible evidence and the contentment of hypertension patients achieved a result ofp valueof 0.007.
Conclusion : A notable connection exists among the five dimensions of service quality and overall satisfaction levels of hypertension patients at the Bestari Medan Community Health Center in 2025 a p-value ≤ 0.05.
Keywords : Service quality, patient satisfaction, community health center, SERVQUAL, hypertension
