Communication, Work Experience, Service Speed, and Patient Satisfaction at PTPN VIII Subang Hospital

Background: Medical staff communication and work experience are critical factors driving service speed, which directly impacts patient satisfaction at PTPN VIII Subang Hospital. Clear communication and clinical experience allow personnel to deliver efficient, accurate care. Objective: To analyze the effects of medical staff communication and work experience on service speed and patient satisfaction, while evaluating the mediating role of service speed. Methods: This quantitative cross-sectional study surveyed 125 purposively sampled patients across inpatient, outpatient, and emergency units at PTPN VIII Subang Hospital. Data collected via questionnaires were analyzed using path analysis and the Sobel test for mediation. Results: Communication significantly increased service speed ( ), as did work experience ( ). Service speed significantly enhanced patient satisfaction ( ). Furthermore, service speed successfully mediated the indirect effects of both communication and work experience on patient satisfaction. Conclusion: Hospital management can boost patient satisfaction by improving medical staff communication skills and leveraging work experience, thereby optimizing service speed.