Peran Mediasi Pengalaman Pasien dalam Meningkatkan Niat Merekomendasikan pada Pasien Rumah Sakit Kelas C Cikarang
DOI:
https://doi.org/10.38035/jimt.v7i3.7806Keywords:
Hubungan dokter-pasien, niat merekomendasikan, penanganan keluhan, pengalaman pasienAbstract
Rendahnya BOR (Bed Occupancy Rate) atau dikenal dengan istilah tingkat hunian tempat tidur yang mengalami peningkatan kecil sebesar 20% dari tahun 2023 menjadi 26% pada tahun 2025. Penelitian ini bertujuan untuk menganalisis pengaruh penanganan keluhan dan hubungan dokter-pasien terhadap niat merekomendasikan melalui mediasi pengalaman pasien. Metode penelitian menggunakan pendekatan kuantatif sebab akibat. Responden penelitian sebanyak 240 orang pasien rawat inap. Teknik pengambilan sampel berupa purposive sampling dengan kriteria yang telah ditetapkan oleh peneliti. Pengambilan data menggunakan kuesioner dengan empat pilihan jawaban. Metode analisis data menggunakan PLS SEM. Hasil penelitian menemukan bahwa penangan keluhan, hubungan dokter-pasien, pengalaman pasien baik secara simultan dan sendiri-sendiri berpengaruh positif terhadap niat merekomendasikan. Penanganan keluhan, hubungan dokter-pasien berpengaruh positif terhadap pengalaman pasien. Pengalaman pasien mampu memediasi pengaruh penanganan keluhan dan juga hubungan dokter-pasien terhadap niat merekomendasikan. Rumah sakit dapat memberikan dukungan penuh dalam bentuk Standard Operating Procedure (SOP), Pedoman, dan Kebijakan di Rumah Sakit Kelas C Cikarang, agar mendukung inisiatif petugasnya ketika menangani keluhan pasien. Rumah sakit mengadakan pelatihan komunikasi efektif, service excellent, kepada para dokter untuk membentuk hubungan yang baik dengan pasiennya, Bagian HRD menghitung beban kerja masing-masing petugas agar diketahui jumlah beban kerja tersebut berlebih, cukup atau kurang.
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