Pengaruh Pelayanan Prima A6 (Attitude, Attention, Action, Ability, Appearance, Accountability) Terhadap Kepuasan Pasien Di Rumah Sakit Muhammadiyah Babat Kabupaten Lamongan

Abstract

ABSTRACT

Background: Patient satisfaction is a very subjective thing, difficult to measure, can change, and there are many factors that influence as many dimensions as human life. The importance of excellent service greatly influences the quality of service, while the service standard factor A6 consists of Attitide, Attention, Action, Ability, Appearance, and Accountability applied at home hospital will certainly get a good response from internal customers or patients. At the Muhammadiyah Babat Hospital there is a problem, namely reducing patient visits. Therefore, improving the quality of service is very important so that patients feel satisfied and all their hopes and needs are fulfilled so that patients will be loyal and visit again. The purpose of this study was to determine the effect of A6's excellent service on patient satisfaction at the Muhammadiyah Babat Hospital.

Subjects and Research Methods: This study was a pre-experimental study with a one group pretest-posttest design. The population of this study were employees and inpatients who received services at the Babat Muhammadiyah Hospital, with samples taken of 30 inpatients in July 2019 and 30 nurses and midwives. The sampling technique used purposive sampling. The analysis prerequisite test is the Wilcoxon test.

Results: The results of this study indicate that the satisfaction of inpatients at the Muhammadiyah Babat Hospital prior to the A6 prime service concept was still unsatisfied at 63.%. Satisfaction of inpatients at Muhammadiyah Babat Hospital after the A6 excellent service concept was satisfied was 80%. There is an influence of A6 prime service on patient satisfaction at Muhammadiyah Babat Hospital which is indicated by a significance value (0.003 <0.05).

Conclusion: Based on the results of this study, it is necessary to apply the A6 excellent service concept in a sustainable manner at the Babat Muhammadiyah Hospital.

Keywords: A6 Excellent Service, Patient Satisfaction