HUBUNGAN KOMUNIKASI INTERPERSONAL DOKTER GIGI MUDA DENGAN MUTU PELAYANAN DITINJAU DARI KEPUASAN PASIEN DI KLINIK FAKULTAS KEDOKTERAN GIGI UNIVERSITAS ANDALAS
Abstract
Background: Interpersonal Communication is a communication skill and it is one of the competencies that must be had by dentists, therefore, FKG UNAND has been trying to implement this soft skill by implementing it into curriculum. Patient satisfaction on interpersonal communication is thought to be one of the factors that determines the quality of a health service. The aim of the study is to determine whether there is a relationship between interpersonal communication of co-assistant students with service quality based on patient satisfaction at FKG UNAND clinic. Method: The study was an observational cross-sectional analytic approach. The sampling was simple random and the number of subjects were 90 respondents. The instruments used in this study were questionnaires consisting of 17 questions; they were 12 questions regarding interpersonal communication and 9 questions regarding patient satisfaction on service quality. Results: The result of chi-square test for interpersonal communication of co-assistant students-patient is p = 0.041 [p < 0.05]. This shows that there is a significant relationship between interpersonal communication of co-assistant students with service quality based on of patient satisfaction at FKG UNAND Clinic. Conclusion: There is relationship between interpersonal communication of co-assistant students and service quality based on of patient satisfaction at FKG UNAND Clinic.
References
2. Felton A, Chapman A, Felton S. Basic Guide to Oral Health Education and Promotion. New Delhi : Wiley-Blackwell. 2009.
3. Levinson W. In context: physician-patient communication and managed care. J Med Pract Manage 1999; 14(5): 226-230
4. Konsil Kedokteran Indonesia. Standar Kompetensi Dokter Gigi. Jakarta : 2006.
5. Pohan IS. Jaminan Mutu Layanan Kesehatan Dasar-Dasar Pengertian dan Penerapan. Jakarta : EGC; 2013.
6. Roberts KJ. Physician-Patient Relationships, Patient Satisfaction, and Antiretroviral Medication Adherence Among HIV-Infected Adults Attending a Public Health Clinic. AIDS Patient Care and STDs. 2002; 16(1): 43-50. doi:10.1089/108729102753429398. Roter DL, Frankel RM, Hall JA, Sluyter D. The Expression of Emotion Through Nonverbal Behavior in Medical Visits. Mechanisms and outcomes. J Gen Intern Med 2006; 21 Suppl 1:S28-34
7. Trummer UF, Mueller UO, Nowak P, Stidi T, Pelikan JM. Does Physician-patient Communication that Aims at Empowering Patients Improve Clinical Outcome? A case study. Patient Educ Couns 2006; 61(2):299-306
8. Lee YY, Lin JL. Linking Patients’s Trust in Physicians to Health Outcomes. Br J Hosp Med (Lond) 2008; 69 (1):42-46.
9. Thorne SE, Hislop TG, Armstrong EA, Oglov V. Cancer Care Communication: The Power to Harm and the Power to Heal? Patient Educ Couns 2008; 71(1):34-40.
10. Stewart M, Brown JB, Donner A, Mc Whinney IR, Oates J, Weston WW et al. The Impact of Patient-centered Care on Outcomes. J Fam Pract 2000; 49(9): 796-804.
11. Stewart M, Meredith L, Brown JB, Galajda J. The Influence of Older Patient-physician Communication on Health and Health Related Outcomes. Clin Geriatr Med 2000; 16(1): 25-36.
12. Kim SS, Park BK. Patient-perceived Communication Styles of Physicians in Rehabilitation: The Effect on Patient Satisfaction and Compliance in Korea. Am J Phys Med Rehabil 2008; 87(12):998-1005.
13. Supriyanto S, Ernawati. Pemasaran Industri Jasa Kesehatan. Yogyakarta : ANDI;2010.
14. Adhani, Rosihan. Etika dan Komunikasi Dokter-Pasien-Mahasiswa. Banjarmasin: Grafika Wangi Kalimantan. 2014.
15. Asdawati, Sidin AI, Kapalawi I. Gambaran Kepuasan Pasien Dalam Pelaksanaan Komunikasi Efektif Dokter di RSUD Kota Makassar. 2014.
16. Ariadi, Hilal. Persepi Pasien Terhadap Mutu Pelayanan Dokter Ditinjau dari Karakterstik dan Mutu Pelayanan Dokter di Instalasi Rawat Jalan RSI Sunan Kudus Tahun 2005 [Tesis]. Semarang: Universitas Diponegoro; 2005.
17. UPKP2. Standar Minimal Dalam Pelayanan Unit Rawat Jalan dan Rawat Inap di Rumah Sakit [Internet]. 2013.[cited 20 November 2014]; Available from:http://upkp2.batangkab.go.id
18. Asmidar A, Abdullah AZ. Studi Mutu Pelayanan Berdasarkan Kepuasan Pasien di Klinik Gigi dan Mulut RSUP Dr. Wahidin Sudirohusodo Makassar [Tesis]. Makassar : Universitas Hasanuddin, 2007.
19. Santoso DB. Hubungan Antara Komunikasi Interpersonal dengan Kepuasan Pasien Pemakai Gigi Tiruan Lengkap [Tesis]. Yogyakarta: Universitas Gajah Mada; 2013.
20. Saragih, Somauli. Hubungan Kualitas Pelayanan Dan Kepuasan Pasien Dengan Kujungan di Balai Pengobatan Gigi Pukesmas Kota Pekanbaru [Tesis]. Medan : Universitas Sumatera Utara, 2008.
