Strategy To Improve Service Quality Based On Patient Experience Using Importance Performance Analysis On Inpatients At Beriman Hospital, Balikpapan

Abstract

Improving the quality of health services is an ongoing process that requires commitment from all levels of the organization. This involves regular evaluation of existing procedures, implementation of the latest technology, and ongoing training for staff. This study aims to analyze the Strategy for Improving the Quality of Service Based on Patient Experience using Importance Performance Analysis in Inpatients at Beriman Balikpapan Hospital. The type of research conducted is quantitative research using observational studies with a cross-sectional study design. The sample in this study were nurses at Beriman Balikpapan Hospital totaling 376 respondents. The results of the study showed that the dimensions of Communication with nurses, Responsiveness and Physical Comfort were considered unsatisfactory, the dimensions of Communication with doctors, Care Transition, Communication Of Drugs and Dicharge Communication dimensions were considered satisfactory. It is recommended that hospital management consider the three dimensions that are unsatisfactory, namely Communication with nurses, Responsiveness and Physical Comfort by holding routine training for nurses on effective communication techniques, including how to listen actively to patients, use simple language, and convey medical information clearly and accurately. by conducting training for all staff, including doctors, nurses, and administrative staff, on the importance of responsiveness to patient needs. by maintaining the cleanliness and tidiness of the hospital area, including patient rooms, waiting rooms, and public facilities. Good cleanliness can provide a sense of comfort and safety for patients and visitors.