THE RELATIONSHIP BETWEEN PATIENT SATISFACTION LEVEL AND THE QUALITY OF HOME CARE SERVICES AT PHYSIOTHERAPY HOME CARE PEKANBARU

Abstract

Patient satisfaction is an important indicator in assessing the quality of health services, including home care services. This study aims to analyze the relationship between patient satisfaction and the quality of home care services. The quality of service is measured through several dimensions, such as reliability, responsiveness, assurance, empathy, and the physical aspects of the service. The research method used is a survey with a quantitative approach, where data is collected through questionnaires given to patients or families who use home care services. The results of the analysis showed a significant positive relationship between service quality and patient satisfaction levels. The better the quality of service provided by health workers, the higher the level of patient satisfaction. These findings confirm that improving the quality of home care services, both in terms of professionalism of health workers and ease of access to services, has a great effect on patient satisfaction. Therefore, home care service providers need to continue to improve the quality of service to achieve optimal patient satisfaction. The purpose of this study is to determine the relationship between patient satisfaction and the quality of home care services in home care physiotherapy Pekanbaru. This type of research is quantitative with a cross sectional design. The research instrument is in the form of a questionnaire. The research sample amounted to 55 people who were taken by accidental sampling technique. Univariate and bivariate data analysis uses chi-square tests. The results of the study showed that out of 55 respondents, almost half of the respondents were known with patient satisfaction of 23 respondents (41.8%), service quality of 37 respondents (67.3%).

Keywords: : patient satisfaction, service quality, home care, health services.