Analisis Mutu Pelayanan Terhadap Kepuasan Pasien Rawat Jalan di RSIA Bunda Fathia Purwakarta

This study aimed to analyze the influence of outpatient service quality, based on the five indicators of the Indonesian Ministry of Health Regulation No. 30 of 2022 (National Quality Indicators), on outpatient patient satisfaction at RSIA Bunda Fathia. Health service quality is a critical determinant of patient trust, and outpatient services in particular represent the first point of contact through which patients form their perception of hospital quality. This analytical observational study used a cross-sectional design with a sample of 85 respondents selected through accidental sampling, calculated using the Lemeshow formula for a finite population. Data were collected through guided interviews using a structured, validated, and reliable questionnaire, and were analyzed at the univariate, bivariate, and multivariate levels. Bivariate analysis used Fisher's Exact Test, while multivariate analysis used Firth penalized logistic regression to address complete separation in the data. Univariate results showed that all respondents met the national satisfaction standard, with 61.2% classified as satisfied and 38.8% as very satisfied. Bivariate analysis demonstrated that all five quality indicators, namely hand hygiene compliance, personal protective equipment use, patient identification compliance, outpatient waiting time, and complaint response speed, were significantly associated with patient satisfaction (p<0.05). Multivariate analysis revealed that hand hygiene compliance was the most dominant predictor of satisfaction (p=0.009; OR=49.607), followed by patient identification compliance (p=0.023; OR=34.471). In conclusion, compliance of medical staff with hand hygiene and patient identity verification are the strongest determinants of maximal patient satisfaction at RSIA Bunda Fathia. Hospital management is advised to prioritize operational audits on these two indicators as part of continuous quality improvement efforts.