Effectiveness of Health Literacy-Sensitive Communication (HL-COM) on Patient Satisfaction with Waiting Time in Executive Outpatient Unit
Efektivitas Health Literacy-Sensitive Communication (HL-COM) pada Kepuasan Pasien dengan Waktu Tunggu di Unit Rawat Jalan Eksekutif
DOI:
https://doi.org/10.21070/ups.2235Keywords:
Customer Satisfaction, Quality of Service, CommunicationAbstract
To win business competition in the health sector, hospitals must maintain quality of service that is oriented towards patient satisfaction. Factors related to patient satisfaction include waiting time and health literacy-sensitive communication (HL-COM). The purpose of this study was to determine and analyze the effect of waiting time on patient satisfaction, and how HL-COM moderates the relationship between waiting time and patient satisfaction The research method used is quantitative. A sample of 120 respondents was taken by accidental sampling and data analysis using Partial Least Square (PLS). Based on the results of data analysis, it was concluded that waiting time has a negative and significant effect on patient satisfaction. Through the moderation test, HL-COM is proven to be able to effectively moderate the effect of waiting time on HL-COM. The results of this study are expected to be input for hospital management to not only focus on reducing waiting time, but also to consider aspects of doctor-patient interaction through HL-COM to increase patient satisfaction.
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