THE QUALITY OF NURSING CARE SERVIES AND THE LEVEL OF PATIENT SATISFACTION IN THE HOSPITAL MEDAN

Abstract

Quality nursing care services is an important factor in improving patient satisfaction in hospitals. However, based on an initial survey at Sundari General Hospital, Medan, a relatively high level of patient dissatisfaction was found due to unfriendly service, poor therapeutic communication, and inadequate facilities. The WHO suggests that the patient satisfaction level should reach 85% or above to be considered adequate. This study aims to determine the relationship between the quality of nursing care services and the level of patient satisfaction in the inpatient ward of Sundari General Hospital, Medan in 2026. This study used a quantitative method with a cross-sectional approach. The sample consisted of 44 respondents selected using a purposive sampling technique with specific criteria. The research instrument was a questionnaire that measured the quality of nursing services based on five dimensions (reliability, responsiveness, assurance, empathy, and tangibles) and patient satisfaction based on five aspects (performance, service, facilities, communication, and atmosphere). Data analysis was performed using univariate and bivariate methods with the Spearman Rank test. The research results showed an increase in the quality of service and patient satisfaction after an educational intervention in the form of a pocketbook was given. Before the intervention, 70% of patients stated they were satisfied with the nursing services, which increased to 100% after the intervention. The statistical test results showed a significant relationship between the quality of nursing care services and the level of patient satisfaction (p < 0.05). It can be concluded that the quality of nursing care services has a significant relationship with the level of patient satisfaction. It is hoped that the hospital can improve the quality of nursing services to increase patient satisfaction and loyalty