Kualitas komunikasi dan kepuasan pasien dalam pelayanan radiogra kedokteran gigi RSGM Prof. Soedomo

The quality of communication and patient satisfaction in dental radiography. The quality of communication is one of important components in health service. The aim of this study is determine the relationship between the quality of communication and the level of patients in dental radiography service at Prof. Soedomo Dental Hospital Faculty of Dentistry Universitas Gadjah Mada. This study was conducted on 100 selected respondents. The quality of communication questionnaire consisted of 19 questions involving 4 aspects of communication assessment (introduction, explanation, careful listening, and empathy) and patient satisfaction questionnaires with 20 questions involving 4 aspects of satisfaction assessment (open-endedness, empathy, abilities, and general satisfaction). The score results of the questionnaire were measured by a Likert scale and the category of the assessment was based on criterion- referenced interpretation. Spearman correlation test showed that a signicant relationship (p <0.05) between the quality of communication and the level of patient satisfaction with the positive direction of correlation and the strong correlation (r = 0.856). Patient assessment for the quality of radiographer communication mostly showed good category (64%) with the most inuential communications aspect found in empathy (r = 0.842) and introduction (r = 0.752). The level of satisfaction assessment by the majority of patients was satised (71%) with the most inuential satisfaction aspect found in empathy (r = 0.807) and general satisfaction (r = 0.706). The better communication used by the radiographer could lead to the higher the level of patient satisfaction in dental radiography service. ABSTRAK Kualitas komunikasi merupakan salah satu komponen yang penting pada layanan kesehatan karena berhubungan dengan kepuasan pasien. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas komunikasi pada pelayanan radiogra kedokteran gigi dengan tingkat kepuasan pasien Rumah Sakit Gigi dan Mulut Prof. Soedomo Universitas Gadjah Mada. Penelitian ini dilakukan pada 100 responden terpilih. Kuesioner pada penelitian terdiri dari kuesioner kualitas komunikasi yang terdiri dari 19 butir pertanyaan yang mencakup 4 aspek penilaian komunikasi (introduce, explanation, listen carefully, dan empathy) dan kuesioner tingkat kepuasan pasien yang terdiri dari 20 butir pertanyaan yang mencakup 4 aspek penilaian kepuasan (open-endedness, empathy, abilities, dan general satisfaction). Skor hasil kuesioner penelitian diukur menggunakan skala likert dan penetapan kategori penilaian diukur menggunakan penilaian acuan patokan. Hasil uji korelasi Spearman menunjukkan hubungan yang bermakna (p