The Effect of Therapeutic Communication on Patient Satisfaction in the Cardiac Outpatient Services at Bunda Thamrin General Hospital, Medan

Abstract

Patient satisfaction is one of the main indicators of successful healthcare services. Several factors influence this satisfaction, including service quality, the competence of medical personnel, and the effectiveness of communication during the treatment process. Effective communication between medical personnel and patients helps patients feel valued, understood, and receive services that meet their expectations. Therapeutic communication not only conveys information but also embodies empathy, respect, and emotional support, which can enhance patients’ trust in healthcare professionals. This study aimed to assess the effect of therapeutic communication on patient satisfaction at Bunda Thamrin General Hospital, Medan. A survey method was employed using a saturated sample, which included all patients who met the criteria during the data collection period, resulting in 180 respondents. The research instrument was a questionnaire that had been tested for validity and reliability, and the data were analyzed using a simple linear regression test. The results showed that therapeutic communication was predominantly in the “sufficient” category (48.9%), while the majority of patient satisfaction was in the “satisfied” category (41.7%). Simple linear regression analysis revealed a significant effect of therapeutic communication on patient satisfaction, with a p-value < 0.001. These findings confirm that therapeutic communication plays a crucial role in improving patient satisfaction. Therefore, hospitals and medical personnel should integrate therapeutic communication into professional practice and work ethics by consistently prioritizing effective communication in every service.