An Overview of Communication in Outpatient Cashier Services at Dr. Hafiz Hospital, Cianjur Regency, 2025
Keywords:
Communication, Outpatient Cashier Services, Patient Satisfaction, Hospital, EmpathyAbstract
Outpatient cashier services are an important component of hospital administration that require effective communication to facilitate transactions, minimize errors, and enhance patient comfort. However, many hospitals continue to encounter communication challenges that may affect service effectiveness. This study aimed to identify and analyze the implementation of communication among outpatient cashier staff at Dr. Hafiz Hospital, Cianjur Regency, in 2025. To describe the implementation of communication, including respect, empathy, clarity, verbal communication, and non-verbal communication, as well as its impact on the effectiveness of outpatient cashier services. This study employed a descriptive quantitative research design using a survey approach. The population consisted of all outpatients at Dr. Hafiz Hospital, totaling 6,924 patients. A sample of 90 respondents was selected using accidental sampling. The research instrument was a 4-point Likert-scale questionnaire that had been tested for validity and reliability, with a Cronbach's Alpha value of >0.80. Data were analyzed using frequency distributions and percentages with SPSS. The findings showed that the implementation of communication among cashier staff was generally categorized as good, with a percentage of 98.0%. All communication dimensions, namely respect, empathy, clarity, verbal communication, and non-verbal communication, received positive perceptions from the respondents. Nevertheless, 26.3% of respondents perceived that the communication provided by cashier staff had not yet fully contributed to the effectiveness of outpatient cashier services. Conclusion communication among cashier staff at Dr. Hafiz Hospital, Cianjur Regency, was generally well implemented based on patients' perceptions. Nevertheless, continuous evaluation and improvement of service quality are still required, particularly regarding other factors that may influence service effectiveness, such as waiting time, administrative systems, and patients' ease of access to information.
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