ANALYSIS OF OUTPATIENT POLYCLINICS QUALITY SERVICE AND PATIENT REPEAT VISITS: A CASE STUDY OF ROYAL PRIMA HOSPITAL MEDAN

Abstract

This study aims to analyze the quality of service in outpatient polyclinics and its impact on patient repeat visits at the Royal Prima Hospital Medan in 2020. The study uses a quantitative analytic survey research approach with a cross-sectional design. Accidental sampling technique is used, and the survey data are analyzed using the chi-square test and logistic regression. The results indicate that the tangible effect, reliability, responsiveness, assurance, and empathy variables are significant with patient repeat visits at the Royal Prima Hospital Medan in 2020. Furthermore, the empathy variable is found to be the most dominant variable related to repeat visits at the outpatient clinic. The study concludes that the quality of service provided in outpatient polyclinics affects patient satisfaction and repeat visits. The study suggests that patients provide objective assessments of the services they receive, and the hospital should improve its service quality to ensure patient satisfaction and retention.