Relationship of Patient Satisfaction with Patient Service Manager

Abstract

Background: Patient service managers influence patient satisfaction at the clinic. This study focuses on the aspects of communication, responsiveness, empathy, and professionalism of patient service managers and their impact on patient satisfaction Methods: The research method used is descriptive quantitative with a correlational approach. Data were collected through questionnaires distributed to patients receiving services at the Jepun Clinic, West Nusa Tenggara Province. Data analysis was performed using descriptive statistical methods.. Results: The results show that effective communication between patient service managers and patients has a positive impact on patient satisfaction, although some patients feel that communication remains unclear. The responsiveness of patient service managers to patient complaints and needs is generally good, but there are complaints about slow response times. Patient service managers who show high empathy towards patients tend to increase patient satisfaction. Professionalism in service is highly valued by patients and significantly contributes to their level of satisfaction.. Conclusion: The conclusion of this study is that there is a significant relationship between patient satisfaction and the performance of patient service managers at the Jepun Clinic, West Nusa Tenggara Province. Areas needing improvement include communication clarity, response time to patient complaints, and increased empathy in service. Recommendations include training in effective communication for patient service managers, enhancing the complaint response system, and developing empathy programs in service.