A CASE STUDY DESCRIPTION OF PATIENT SATISFACTION IN THE

RADIOLOGY INSTALLATION OF THE CARUBAN REGIONAL

GENERAL HOSPITAL

Irfan Nurhasan1, Asih Puji Utami2, Fisnandya Meita Astari3

Email: irfan.nhi12@gmail.com

ABSTRACT
Patient satisfaction is a level of patient feeling that results from the
performance of health services obtained after the patient compares it to how they
feel (Handayani, 2016). The health services received by patients at Caruban
Regional Hospital's Radiology Installation caused several feelings of
dissatisfaction with the services provided, including the waiting time for calls for
radiology examinations, which was caused by the accumulation of patients, and
the waiting time for radiology examination results, which was caused by the fact
that there was only one specialist radiology doctor. The purpose of this study is
to identify patient satisfaction and dissatisfaction factors at the Caruban Regional
General Hospital's Radiology Installation.
This is a qualitative study in the form of a case study. Researchers conducted
interviews at Caruban Regional Hospital's Radiology Installation from February
2023 to June 2023. Seven outpatients participated in the study. This data was
obtained through direct interviews, documentation, and a review of the literature.
Data analysis includes reducing data, presenting data, and drawing conclusions.
According to the findings of the study, patients at the Caruban Regional
General Hospital's Radiology Installation were satisfied in five dimensions of
satisfaction: reliability, responsiveness, assurance, empathy, and tangibles. The
reason for patient dissatisfaction, however, is in terms of service at the Caruban
Regional General Hospital radiological Installation, namely the wait time for
calls for radiological examinations and the wait time for radiology reading
results. The researcher suggests adding more examination rooms so that there is
no accumulation and waiting times for examinations are reduced, as well as
adding radiologists so that reading results do not take too long.

Keywords : Satisfaction, Service, Patient

References : 3 Books, 12 Journals (2010-2021)
Pages : xii Prefaces, 12 Contents, 22 Appendices

1
Student of Diploma III Radiology Program, Faculty of Health Sciences,
Universitas ‘Aisyiyah Yogyakarta
2,3
Lecturer of Faculty of Health Sciences, Universitas ‘Aisyiyah Yogyakarta