Hubungan Handling Complaint Skill Tenaga Kesehatan dengan Kepuasan Pasien di Rumah Sakit Umum Hermina Purwokerto

Abstract

Handling complaint skill refers to the ability of healthcare workers to receive, respond to, and resolve patient complaints professionally and empathetically. Therefore, efforts to improve healthcare workers’ competencies through therapeutic communication and excellent service training are necessary. This study aimed to analyze the relationship between healthcare workers’ handling complaint skills and patient satisfaction at Hermina Purwokerto General Hospital. This study employed a quantitative correlational design with a cross-sectional approach involving 263 respondents selected using a total sampling technique. Data were collected using a 20-item Likert-scale handling complaint skill questionnaire and secondary data from the patient satisfaction survey conducted at Hermina Purwokerto General Hospital in 2025. The data were analyzed using the Spearman Rank test. The results showed that the majority of healthcare workers had very good handling complaint skills, with 209 respondents (79.5%), while patient satisfaction was predominantly categorized as satisfied, with 127 respondents (48.3%), and the average satisfaction index was 93.55. The analysis showed a significant relationship between healthcare workers’ handling complaint skills and patient satisfaction at Hermina Purwokerto General Hospital, with a p-value of 0.0001 (p < 0.05). This study concludes that the better the healthcare workers’ ability to handle patient complaints, the higher the level of patient satisfaction tends to be.