THE RELATIONSHIP OF PATIENT SERVICE QUALITY WITH REVISIT INTEREST IN THE NEW NORMAL ERA AT OUTPATIENT POLY OF BHAYANGKARA HOSPITAL POLDA LAMPUNG IN 2022

Abstract

The impact of the Covid pandemic has been felt enough to reduce the number of patient visits at outpatient services at the Bhayangkara Polda Lampung Hospital. The number of outpatient visits before the Covid-19 pandemic occurred in 2020 was 28,906 patients. Meanwhile, after the Covid-19 pandemic, it decreased, namely in 2021 as many as 22,941. The purpose of this study was to determine the relationship between patient service quality and interest in repeat visits in the new normal era at the outpatient poly at Bhayangkara Hospital Polda Lampung in 2022.

This type of research is quantitative, with a cross sectional approach. The sample in this study was visitors to the Outpatient Polyclinic of Bhayangkara Hospital Polda Lampung in June-July 2022 a total of 173 respondents, the sampling technique used was proportional random sampling. Collecting data using a questionnaire, data analysis using the chi square test.

The results showed the frequency distribution of respondents who were interested in repeat visits was 102 respondents (59.0%). There is a relationship between perceptions of reliability (p value OR 5.3), responsiveness (p value 0.000 OR 7.7), assurance (p value 0.000 OR 7.6), empathy (p value 0.000 OR 4.6) and evidence. physical condition (p value 0.000 OR 6.2) with an interest in repeat visits in the New Normal Era at the Outpatient Outpatient poly of Bhayangkara Polda Lampung Hospital in 2022. Suggestions for the Outpatient poly of Bhayangkara Polda Lampung Hospital should be able to improve the quality of health services, from every aspect especially the part that the patient considers