An Effect of Reliability and Empathy Patient Satisfaction on Hospital Haji Medan

Quality problems arise when there is a gap between the services provided and the expectations that the patient wants. In general, patients who feel dissatisfied with the service file complaints to the hospital, the complaints most often heard in hospitals are about uncertain doctor visit schedules, lack of responsiveness medical personnel in the hospital, lack of empathy, and uncomfortable waiting rooms. This study aims to determine the effect of reliability and empathy on patient satisfaction at General Hospital Haji Medan. This type of research is crosssectional. The sample of this study was all BPJS patients who were hospitalized in class I, II, and III rooms at General Hospital Haji Medan, totaling 60 people. Data analysis using multiple linear regression test. The results of this study indicate that the reliability variable (p = 0.007) has a statistically significant effect on the satisfaction of BPJS inpatients at General Hospital Haji Medan, while the empathy variable (p = 0.067) does not have a significant effect on patient satisfaction at General Hospital Haji Medan. It is suggested to General Hospital Haji Medan that officers should pay attention to the quality of service so that patients are satisfied with improving the necessary facilities and infrastructure and hold training or workshops for health workers regarding the dimensions of service quality so that later the officers are able to provide the best service