Pengaruh Patient Experience Dan Handling Complaint terhadap Revisit Intention Dengan Integrity Sebagai Variabel Intervening di Poli Rawat Jalan Rumah Sakit Pertamina Pusat
DOI:
https://doi.org/10.38035/jemsi.v7i2.7095Keywords:
Handling Complaint, Integrity, Patient Experience, Revisit IntentionAbstract
Perbandingan kunjungan pada tahun 2019 – 2020 dengan pasca pandemi Covid-19 di tahun 2023-2024 mengenai jumlah pasien baru dan lama mengalami penurunan. Hal tersebut mengindikasikan menurunnya loyalitas pasien dengan fasilitas pembayaran pribadi serta asuransi terhadap Rumah Sakit Pertamina Pusat. Penelitian ini bertujuan guna menganalisis pengaruh patient experience dan handling complaint terhadap revisit intention dengan integrity sebagai variabel intervening. Dalam penelitian ini, digunakan jenis penelitian pendekatan kuantitatif dengan desain cross-sectional study. Populasi yang dipilih dalam penelitian ini adalah seluruh pasien yang berkunjung untuk berobat di RS Pusat Pertamina yang berjumlah 95.952 orang dengan jumlah sampel sebanyak 100 orang yang dihitung menggunakan rumus slovin dengan tingkat eror 10%. Kriteria inklusi digunakan dalam penelitian ini. Metode analisis data menggunakan PLS SEM. Hasil penelitian menemukan terdapat pengaruh simultan dan juga masing-masing dari patient experience, handling complaint, integrity terhadap revisit intention. Namun, Patient experience dan handling complaint tidak berpengaruh terhadap integrity. Integrity ditemukan tidak memediasi pengaruh patient experience dan juga handling complaint terhadap revisit intention. Manajemen RS perlu meningkatkan “care coordination” (koordinasi pelayanan) dengan pelatihan patient center care antar tenaga kesehatan dan unit layanan. Manajemen RS perlu menyusun sistem yang cepat tanggap dalam menangani keluhan pasien dan mengembangkan sistem patient relationship management. Manajemen RS harus menanamkan nilai integritas dan konsistensi pada setiap petugas kesehatan melalui pelatihan etika profesional dan budaya organisasi.
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