Hubungan Kinerja, Peran Dan Fungsi Case Manager Dengan Kepuasan Pasien Di Rumah Sakit Pelni Jakarta

The Relationship between Performance, Role and Function of Case Managers with Patient Satisfaction at Pelni Hospital, Jakarta

Abstract

Introduction: Patient satisfaction is a patient's moderate feeling for what is compared between a product outcome and expectations. The measurement of patient satisfaction is a benchmark in assessing the quality of hospital services. Indicators that can be used as benchmarks in patient satisfaction consist of five dimensions including physical evidence, reliability, responsiveness, assurance and empathy.

 Method: This type of research uses quantitative with the research design used is descriptive analytic with cross-sectional correlation or cross-sectional approach Population as 2,480 patient and the sampling technique uses simple random sampling as 120 sample.

 Results: From this study, it was found that the relationship between case manager performance (p-value: 0,02) The role of case manager (p-value: 0,04) and Case Manager function (p-value: 0,01) with Patient Satisfaction at the Hospital Pelni Jakarta in 2022.

 Discussion: The Case Manager function has a very large relationship which if the case manager function is not carried out properly then it has a 3,7 times chance of being dissatisfied with the patient.