From Scores to Strategy: Strategic Recommendations Based on Patient Satisfaction Survey at dr. Nurdin Wahid Primary Inpatient Clinic

Abstract

This study aims to analyze the dynamics of patient satisfaction across nine service units at Klinik Pratama Rawat Inap dr. Nurdin Wahid during the first quarter of 2025. Employing a descriptive quantitative approach with a longitudinal observational design, daily patient satisfaction scores were collected using a three-point Likert scale. The analysis covers registration, nursing, general practitioners, dental care, maternity, medical records, laboratory, pharmacy, and cashier units. Findings reveal that the nursing and general practitioner units maintained high and stable satisfaction levels, while maternity and laboratory units showed an upward trend. In contrast, the pharmacy and cashier units demonstrated a gradual decline in satisfaction scores, warranting further attention. The interpretation draws upon the SERVQUAL model, Donabedian’s quality framework, and the concept of patient-centred care. Strategic recommendations include the implementation of a digital queueing system, deployment of a patient experience officer, and integration of satisfaction surveys with service audits and operational incident reports. These findings provide a data-driven foundation for responsive, participatory, and experience-focused quality improvement in primary healthcare services.