The Effects of Queueing System, Interpersonal Communication, and Drug Availability on Outpatient Satisfaction at Pratama Griya Medika
DOI:
https://doi.org/10.32832/jm-uika.v17i3.25335Keywords:
Queuing system, interpersonal communication, drug availability, patient satisfaction, outpatientsAbstract
Patient satisfaction is an indicator of health service quality. The queueing system, healthcare staff interpersonal communication, and drug availability are service components that can affect outpatient satisfaction. This study aims to determine the partial and simultaneous effects of the queue system, officers' interpersonal communication, and drug availability on outpatient satisfaction. Research Locale and Design of Analysis Study. The current study was conducted at Pratama Griya Medika Clinic in Bandar Lampung. The study employed a quantitative cross-sectional design. The study population comprised 1095 patients. The sample size was calculated using the Slovin formula and accidental sampling. We selected 92 patients. Data were collected using a structured five-point Likert questionnaire covering the queueing system, interpersonal communication, drug availability, and patient satisfaction. Data were analyzed using correlation and multiple linear regression. The results showed that the queueing system, interpersonal communication, and drug availability each had a strong positive relationship with outpatient satisfaction and significant positive partial effects. Simultaneously, the three variables significantly affected outpatient satisfaction. These findings indicate that patient satisfaction is influenced by service flow, healthcare staff interactions, and access to prescribed medicines. Improving queue management, communication quality, and drug availability may enhance outpatient service experiences. This study provides empirical evidence supporting an integrated approach to managing operational, interpersonal, and pharmaceutical aspects of outpatient services.
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