Association Between Pharmacy Staff Communication Interaction Quality and Outpatient Satisfaction at ‘Aisyiyah Bojonegoro Hospital

Authors

  • Sudalhar Department of Hospital Administration, School of Health Sciences of Muhammadiyah Bojonegoro
  • Andini Dwi Aningtyas Department of Hospital Administration, School of Health Sciences of Muhammadiyah Bojonegoro
  • Afriza Umami Department of Health Information Management, School of Health Sciences of Muhammadiyah Bojonegoro
  • Pramono Apriawan Wijayanto ‘Aisyiyah Bojonegoro Hospital, Indonesia
  • Septin Maisharah Karyono Department of Hospital Administration, School of Health Sciences of Muhammadiyah Bojonegoro

DOI:

https://doi.org/10.26911/thejhpm.2025.10.03.12

Abstract

Background: The quality of communication interaction between pharmacy staff and patients is a critical component of healthcare service delivery. Effective communication enhances patient understanding, comfort, and trust, which ultimately influence patient satisfaction. A preliminary assessment at ‘Aisyiyah Bojonegoro Hospital indicated varying levels of patient satisfaction with pharmaceutical services, suggesting potential gaps in communication quality and service performance.

Subjects and Method: This study aimed to analyze the association between the quality of communication interaction among pharmacy staff and outpatient satisfaction at ‘Aisyiyah Bojonegoro Hospital. An analytical quantitative study with a cross-sectional design was conducted. A total of 377 outpatients were selected as the sample. Data were collected using structured questionnaires and analyzed using Spearman rho correlation and multiple logistic regression.

Results: Bivariate analysis showed a significant relationship between communication interaction quality and patient satisfaction (p < 0.001; r = 0.514), indicating a moderate to strong positive correlation. Multivariate analysis demonstrated that communication quality remained a significant predictor of patient satisfaction (OR = 0.61; 95% CI = 0.39–0.96; p = 0.033), while other variables such as age, education level, gender, and marital status were not statistically significant.

Conclusion: There is a significant association between the quality of communication interaction of pharmacy staff and outpatient satisfaction. Communication quality is a key determinant of patient satisfaction. Therefore, improving interpersonal communication skills through training and continuous evaluation is essential to enhance service quality.

Keywords:

communication quality, pharmacy services, outpatient satisfaction

Published

16-09-2025

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Issue

Vol. 10 No. 3 (2025)

Section

Articles

How to Cite

Association Between Pharmacy Staff Communication Interaction Quality and Outpatient Satisfaction at ‘Aisyiyah Bojonegoro Hospital. (2025). Journal of Health Policy and Management, 10(3), 397-404. https://doi.org/10.26911/thejhpm.2025.10.03.12

How to Cite

Association Between Pharmacy Staff Communication Interaction Quality and Outpatient Satisfaction at ‘Aisyiyah Bojonegoro Hospital. (2025). Journal of Health Policy and Management, 10(3), 397-404. https://doi.org/10.26911/thejhpm.2025.10.03.12

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