Factors Associated with Patient Satisfaction Regarding Logistics Activities at the NTB Provincial Regional General Hospital (RSUD)

Abstract

Patient satisfaction is a key indicator in assessing the quality of hospital services, as it reflects the hospital's ability to meet patient expectations effectively and professionally. One factor that significantly influences patient satisfaction is hospital logistics management, which encompasses various aspects such as physical accessibility, waiting times, hospital hotel services, administrative procedures, and medication availability. Effective logistics management ensures smooth service delivery, expedites the distribution of drugs and medical devices, and supports healthcare workers in providing timely and quality services. The purpose of this study was to determine factors associated with patient satisfaction with logistics activities at the NTB Provincial Hospital, including physical accessibility, waiting times, hospital hotel services, administrative procedures, and medication availability. The study used a quantitative method with a cross-sectional design. The population in this study were outpatients, with a sample size of 228. Data analysis was performed using univariate, bivariate, and multivariate analyses. The results showed that physical accessibility (P=0.000 and OR=3.262), administrative procedures (P=0.000 and OR=4.413), and medication availability (P=0.009 and OR=2.272) were associated with patient satisfaction with logistics activities, while waiting time (P=0.313 and OR=1.371) and hospital hotel service (P=0.069 and OR=1.717) were not. Multivariate analysis showed that accessibility, administrative procedures, and medication availability were associated with patient satisfaction with logistics activities at the NTB Provincial Hospital. Hospital hotel service, however, was not associated with any of these factors after controlling for patient demographics such as age, gender, marital status, education level, and occupation, with a contribution of 23.1%. Recommendations for the NTB Provincial Hospital include continuing to improve administrative procedures, ensuring consistent medication availability, and maintaining good physical accessibility to increase patient satisfaction, particularly with logistics services.