Kesan Gaya Komunikasi Doktor Perubatan Terhadap Kepuasan Pesakit

Fauziah Ismail, Bahiyah Omar

Abstract


Kajian ini bertujuan mengkaji kesan gaya komunikasi doktor perubatan terhadap kepuasan pesakit. Terdapat lima objektif utama dalam kajian ini iaitu untuk mengenalpasti perhubungan antara gaya komunikasi doktor yang terdiri daripada gaya berpusatkan pesakit, gaya hubungan dan gaya kawalan terhadap kepuasan pesakit. Kedua, mengenalpasti pengaruh kemahiran teknikal doktor perubatan terhadap kepuasan pesakit. Ketiga, untuk mengenalpasti pengaruh akses kepada perkhidmatan doktor perubatan terhadap kepuasan pesakit. Keempat, mengenalpasti pengaruh masa yang dihabiskan dengan doktor perubatan terhadap kepuasan pesakit dan yang kelima adalah untuk mengenalpasti faktor-faktor yang meramal kepuasan pesakit. Kajian ini dijalankan terhadap pesakit luar yang mendapatkan perkhidmatan dan rawatan di klinik Hospital Seberang Jaya Pulau Pinang, yang merupakan salah sebuah hospital awam di Malaysia. Kaedah tinjauan dengan menggunakan teknik persampelan bertujuan (purposive sampling) dilakukan untuk mendapatkan seramai 115 responden. Bagi tujuan penganalisisan, ujian Korelasi Pearson, Regresi Berganda dan Regresi Berganda Hirearki telah digunakan. Hasil keputusan ujian korelasi yang diperoleh menunjukkan gaya komunikasi berpusatkan pesakit, gaya hubungan, kemahiran teknikal dan akses kepada perkhidmatan doktor mempunyai hubungan yang signifikan dan positif dengan kepuasan pesakit. Walau bagaimanapun, hasil ujian Regresi Berganda menunjukkan bahawa gaya hubungan adalah peramal yang terbaik terhadap kepuasan pesakit diikuti dengan kemahiran teknikal. Dapatan data juga mendapati sumbangan yang besar daripada gaya komunikasi doktor dalam menerangkan kepuasan pesakit berbanding faktor lain yang terdiri daripada kemahiran teknikal doktor, akses kepada perkhidmatan doktor dan masa bersama doktor. Kajian ini menyumbang pada pembangunan perkhidmatan kesihatan di Malaysia.

 

Kata Kunci: Gaya komunikasi, kemahiran teknikal, akses perkhidmatan, masa bersama doktor, kepuasan pesakit.


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References


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