| Summary: | Background: RSUD Panembahan Senopati Bantul is a type-B noneducational
hospital having an outpatient unit with increasing number of
visits every year. However, this increasing number is still accompanied by
patients� complaints. It can be seen from the survey result of patient�s
satisfaction in August 2009 showing that the patients� complaints include
long queue in polyclinic, doctor�s lateness, less friendly nurse and less
complete explanation. Bad behavior of doctors and nurses could affect
action process to patients and unpleasantness patients felt.
Objective: The study aims to evaluate the behavior of service providers
especially the doctors and nurses in the outpatient and analyze the
dominant factors affecting service behavior.
Methods: This research used correlation methods with cross-sectional
design. The respondents were 12 doctors and nurses, 96 patients in the
outpatient unit. Measurement instruments used were behavior
questionnaire and guidance of checklist observation. The results were
analyzed using multiple linear regression.
Results: Most doctors greet patients before physical examination (81%)
and explain causes of complaints (83%), and 100% nurses came on
schedule. But some patients felt dissatisfaction. There was significant
correlation between predisposing, enabling, inhibitive and reinforcing
factors and service behavior. There was no significant correlation between
biographical characteristics and service behavior. Most dominant factor
was reinforcing factor (Beta=0.416).
Conclusion: Service behavior in the outpatient unit is sufficiently good.
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