The Effect of Interpersonal Communication of Outpatient Registration Officers on Patient Satisfaction at dr. Esnawan Antariksa Air Force Hospital

communication is a need and ability that health workers must have so that patients feel happy with the services provided. The research was conducted with a focus on outpatients because researchers wanted to know the effect of interpersonal communication of outpatient registration officers on patient satisfaction. The research method uses inferential analysis with a quantitative approach. Statistical test using Chi-square test. The sampling method used in this research is accidental sampling. Based on the research results, the description of interpersonal communication of officers who are categorized as poor interpersonal communication is 36 (51.4%), officers who are categorized as good interpersonal communication are 34 (48.6%). The description of the satisfaction of patients who are categorized as dissatisfied is 36 (51.4%), the satisfaction of patients who are categorized as satisfied is 34 (48.6%) and there is an influence between the interpersonal communication of registration officers and patient satisfaction at dr. Esnawan Antariksa Air Force Hospital found that the p-value was 0.000 < 0.05. By calculation, the odds ratio obtained a value of 15.98, meaning that interpersonal communication has a 15 times risk factor for patient satisfaction at dr. Esnawan Antariksa Air Force Hospital. In conclusion, there is an effect between interpersonal communication of outpatient registration officers and patient satisfaction at dr. Esnawan Antariksa Air Force Hospital.


A B S T R A C T
Interpersonal communication is a need and ability that health workers must have so that patients feel happy with the services provided.The research was conducted with a focus on outpatients because researchers wanted to know the effect of interpersonal communication of outpatient registration officers on patient satisfaction.The research method uses inferential analysis with a quantitative approach.Statistical test using Chi-square test.The sampling method used in this research is accidental sampling.Based on the research results, the description of interpersonal communication of officers who are categorized as poor interpersonal communication is 36 (51.4%), officers who are categorized as good interpersonal communication are 34 (48.6%).The description of the satisfaction of patients who are categorized as dissatisfied is 36 (51.4%), the satisfaction of patients who are categorized as satisfied is 34 (48.6%) and there is an influence between the interpersonal communication of registration officers and patient satisfaction at dr. Esnawan Antariksa Air Force Hospital found that the p-value was 0.000 < 0.05.By calculation, the odds ratio obtained a value of 15.98, meaning that interpersonal communication has a 15 times risk factor for patient satisfaction at dr. Esnawan Antariksa Air Force Hospital.In conclusion, there is an effect between interpersonal communication of outpatient registration officers and patient satisfaction at dr. Esnawan Antariksa Air Force Hospital.(54.54%) patients stated they were dissatisfied.

Methods
The  Understand what needs to be talked about, how to pronounce it, and have the confidence and skills to verify that the message has been well received.To improve interpersonal communication to be more effective in service, it is necessary to use Joseph A.
[14] Patient satisfaction is an assessment of mood related to the quality of services delivered by health workers and what patients expect from their services.To increase patient satisfaction for better quality service, it is necessary to use Parasuraman's theory, which consists of 5 dimensions of patient satisfaction: 6][17] Based on the research results, there were 29 (80.6%)officers with poor interpersonal

Conclusion
There is an effect between interpersonal communication of outpatient registration officers and patient satisfaction at dr. Esnawan Antariksa Air Force Hospital.
factors supporting the success of good communication in the health service process is called interpersonal communication skills.Interpersonal communication is communication between more than two people face to face.Each participant receives a reaction to the words given by the communicator, verbally or nonverbally.Communication is one of the main factors supporting hospital services to express their roles and functions.The skills that health workers need to have are being proficient in communicating effectively and easily when providing services to patients.Communication skills can strengthen solving problems, making it easier to achieve support, both in terms of medical and psychological services.Therefore, interpersonal communication is a need and ability that health workers must have so that patients feel happy with the services provided. 5-8Patient satisfaction has the aim of improving the quality of health services.Patient satisfaction is usually preceded by patient trust, one of which can be achieved by creating good interpersonal communication interactions between registration officers and patients.Satisfaction is defined as the level of patient feelings that come out as an impact based on the performance of medical services received after the patient assesses what is expected.By achieving good interpersonal communication, patients will feel happy with hospital services. 9-11Based on the results of initial observations with interviews with outpatients conducted in November 2022 at dr. Esnawan Antariksa Air Force Hospital, of the 22 patients interviewed about interpersonal communication, 9 (40.90%)patients stated that the interpersonal communication of outpatient registration officers with patients was quite good, 13 (59.09%).Of the 22 patients interviewed regarding satisfaction, 10 (45.45%) patients felt quite satisfied with the services at the outpatient registration, and 12 communication and dissatisfied patients, and 27 (79.4%) of the interpersonal communication officers had good interpersonal communication and satisfied patients.The results of this study are in line with the results of previous research, which stated that there was a relationship between nurse interpersonal communication and patient satisfaction.The importance of staff interpersonal communication on patient satisfaction.18

Table 1 .
Characteristics of outpatient registration patients at dr. Esnawan Antariksa Air Force Hospital.

Table 2 .
Description of interpersonal communication of outpatient registration officers at dr. Esnawan Antariksa Air

Table 3 .
Description of the satisfaction of outpatient registration officers at dr. Esnawan Antariksa Air Force Hospital.

Table 4 .
Influence of interpersonal communication of outpatient registration officers on patient satisfaction at dr.