The Influence of the Work Quality of Inpatient Staff on the Quality of Services at Pakuwon Hospital

Abstract

The quality of medical record officers' work is determined by their accuracy, completeness, and timeliness in documenting patient medical data. This study aims to determine the influence of inpatient officers’ work quality on service quality at Pakuwon Hospital. The research employed a quantitative method with a descriptive approach. The sample consisted of 15 inpatient officers selected through random sampling. Data collection was carried out using questionnaires, observation, literature review, and interviews, then analyzed using SPSS version 25. The results show that work quality has a very significant impact on service quality, with a coefficient of determination of 97.3%. This indicates that the work quality of inpatient officers contributes greatly to improving service quality. However, several issues were found, such as service delays, suboptimal coordination, and unresponsive staff attitudes. Therefore, enhancing staff competence and motivation is essential to ensure better service for patients.