Nursing Service Quality and Outpatient Satisfaction at Community Health Centers: A Cross-Sectional Study in Pekalongan

Nur Izzah; Elva Firnanda; Eka Budiarto

doi:10.32419/jppni.v11i2.911

Nursing Service Quality and Outpatient Satisfaction at Community Health Centers: A Cross-Sectional Study in Pekalongan

Nur Izzah, Elva Firnanda, Eka Budiarto

Abstract

Objective
To analyze the quality of nursing services and its relationship with outpatient satisfaction at the Community Health Center(Puskesmas).

Methods
This study employed a descriptive-correlative design with a cross-sectional approach. Data were collected using a quota sampling technique. The sample consisted of 96 outpatients at the general clinic of Puskesmas X, Pekalongan City. The research instruments included a nursing service quality questionnaire and a patient satisfaction questionnaire. Data were analyzed using the Chi-Square test.

Results
The findings indicated that 55.21% of respondents perceived the quality of nursing services as good, and 54.17% reported being satisfied with the services. The analysis yielded a p-value of 0.001 (p < 0.05), signifying a significant correlation between the quality of nursing services and outpatient satisfaction. Respondents who received nursing care were 9.9 times more likely to be satisfied with the nursing care provided at community health center outpatient clinics.

Conclusion
There is a significant relationship between the quality of nursing services and outpatient satisfaction at the public health center. Consequently, policies and rigorous monitoring-evaluation of the implementation of standard operating procedures (SOPs) for nursing care are essential.

Keywords

Nurses, patient satisfaction, quality of nursing services

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DOI: http://dx.doi.org/10.32419/jppni.v11i2.911