Patient satisfaction associated with increased patient retention

Abstract

Background: Patient retention is also an effort to retain old patients so they can continue to be reused in the hospital. Customer retention can provide an overview of customer satisfaction. Patient satisfaction is a very important asset because if patients are satisfied, they will continue to use the service they have chosen, but if they are dissatisfied, they are twice as likely to tell others about their bad experience. Therefore, to create patient satisfaction, hospitals must be able to create and manage a system to get and retain more patients.

Purpose: To determine the relationship between the satisfaction and retention of patients at Amelia Pare Kediri Hospital.

Method: This research uses quantitative research with a cross-sectional research design. The study population was all outpatients (excluding emergency room patients) and inpatients (excluding ICU patients) at Amelia Pare Kediri Hospital from October to December 2023, totaling 100 patients. The sampling technique used was total sampling, which met the inclusion criteria. The instrument uses a questionnaire. Data analysis was conducted using the Chi-square test with a CI of 95% and a degree of significance (α value) of 5% or 0.05.

Results: The research results showed that the majority (64%) of respondents were female, almost half (43%) were >35 years old, and the majority (65%) of respondents had secondary education. Almost all respondents said they were satisfied (94%) compared to a few who felt dissatisfied (6%). Almost all of the proportion of patients who desire to make a repeat visit (86%) is greater than patients who do not want to make a repeat visit (14%). Only 4 of 6 patients (66.7%) were dissatisfied and did not wish to have a repeat visit, while only 10 of 94 patients (10.6%) were satisfied and did not wish to have a repeat visit. The probability test results show a value of 0.004, meaning a significant relationship exists between patient satisfaction and patient retention.

Conclusion: Almost all patients expressed satisfaction as much as 94%, and almost the entire proportion of patients desired to make a repeat visit, namely 86%. The bivariate test results show a relationship between patient satisfaction and retention at Amelia Pare Kediri Hospital. This means that the greater the patient's sense of satisfaction, the greater the patient's desire to make repeat visits.