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Background: Hospitals as providers of health services are known for their complexity, both in terms of service, finance, performance and marketing. Hospitals are required to provide the best services to patients as users of hospital services. Hospital services are always related to professionalism, technology and patient relationships with medical service providers, for example: doctors, nurses and other health workers with the aim of healing and patient satisfaction. Most medical services are curative services and are aimed at patients only, but nursing services are caring and aimed at individuals, families and communities, both healthy and sick (Praptianingsih, 2006). Research Methodology: Analytical with a cross sectional approach. The sample in this study was 35 inpatients at Harapan Mulia Hospital, the sampling technique was total sampling. Research findings: showed that 18 patients rated nurse communication as therapeutic. 8 patients (44%) were satisfied, and 10 patients were dissatisfied ( 56%) are not satisfied. Meanwhile, 17 patients rated the nurse's communication as Not Therapeutic, 15 patients (88%) were satisfied and 2 patients were dissatisfied (12%). With a p value of 0.006 (<0.005) and an Odds Ratio of 9.375. This means that nurses' therapeutic communication is significantly related to the level of satisfaction of patients who rate therapeutic communication and are 9,375 times more likely to be satisfied compared to those who rate them as dissatisfied. So it can be concluded that the more therapeutic the nurse's communication, the more satisfied the patient will be. Conclusions and Recommendations: It is clear that nurses' therapeutic communication assessed by the patient, namely 42.9 with a p value of 0.006, thus there is a significant relationship between therapeutic communication and the level of patient satisfaction. Suggestion: The hospital management provides supervision and refreshment through training for nurses on the application of therapeutic communication on a regular basis. Nurses must motivate each other and provide support in the successful implementation of therapeutic communication to patients in order to provide quality nursing care and have a positive impact on patient satisfaction. [ABSTRACT FROM AUTHOR]

The purpose of this study was to determine the relationship between service quality and patient satisfaction levels. The sample is 30 respondents obtained by using convenience sampling. The research design is analytic observation with a cross-sectional approach. The results of the Spearman test obtained a p value of 0.000

Pendahuluan: Perawatan ortodonti untuk memperbaiki maloklusi terus meningkat merupakan perawatan yang paling banyak diminati oleh pasien. Perawatan ortodonti dapat dilakukan dengan ekstraksi ataupun non-ekstraksi yang dapat memengaruhi kepuasan pasien seperti perubahan dentofasial, fungsi dental dan psikososial yang dapat diukur salah satunya menggunakan modifikasi Boston Orthodontic Society (BOS). Tujuan penelitian membandingkan tingkat kepuasan pasien terhadap hasil perawatan ortodonti ekstraksi dan non ekstraksi menggunakan kuesioner BOSS. Metode: Jenis penelitian observasional analitik rancangan cross sectional untuk membandingkan tingkat kepuasan kelompok pasien dengan perawatan ortodonti ekstraksi dibandingkan dengan kelompok non ekstraksi. Sampel berjumlah 60 subjek maloklusi skeletal kelas I, II, III yang terbagi atas 30 subjek ekstraksi dan 30 subjek non ekstraksi. Masing-masing subjek diberi kuesioner Bos dalam Bahasa Indonesia yang telah dimodifikasi dan telah diuji validitas dan reliabilitasnya. Kuesioner Bos modifikasi terdiri dari 22 pernyataan yang terbagi atas 3 subskala yaitu perubahan dentofasial (9 pernyataan), perubahan psikososial (9 pernyataan), dan fungsi dental (4 pernyataan). Hasil: Tingkat kepuasan pasien ekstraksi terhadap hasil perawatan ortodonti menunjukkan hasil yang lebih tinggi dibandingkan non ekstraksi, namun berdasarkan analisis Mann Whitney tidak terdapat perbedaan yang signifikan antara kelompok ekstraksi dengan non ekstraksi pada seluruh sampel; kelompok ekstraksi kasus borderline dengan non ekstraksi kasus borderline; kelompok ekstraksi kasus severe dengan non ekstraksi kasus borderline; kelompok kelas I skeletal ekstraksi dengan non ekstraksi (nilai p>0.05). Simpulan: Tidak terdapat perbedaan tingkat kepuasan pasien terhadap hasil perawatan ortodonti antara kelompok ekstraksi dibandingkan dengan kelompok non ekstraksi. Kata kunci: alat ortodonti cekat; ekstraksi, kuesioner BOS; perawatan maloklusi; tingkat kepuasan pasien ABSTRACT Introduction: Orthodontic treatment to improve malocclusion is the most popular treatment for patients. Orthodontic treatment can be done by extraction or non-extraction that can affect patient satisfaction such as dentofacial changes, dental and psychosocial functions that can be measured, one of which is using a modification of the Boston Orthodontic Society (BOS). The purpose of the study was to compare patient satisfaction level with the results of the extracted and non-extracted orthodontic treatment using the BOSS questionnaire. Methods: This type of research was an analytical observational cross-sectional design to compare the level of satisfaction of the patient group with extraction orthodontic treatment compared to the non-extraction group. The sample consisted of 60 subjects with skeletal malocclusion class I, II, and III divided into 30 extraction subjects and 30 non-extracted subjects. Each subject was given a BOSS questionnaire in Indonesian, modified and tested for validity and reliability. The Modified BOSS Questionnaire consisted of 22 statements which were divided into three subscales, namely dentofacial changes (9 statements), psychosocial changes (9 statements), and dental function (4 statements). Results: The level of satisfaction of extraction patients with orthodontic treatment results showed higher results than non-extraction but based on Mann-Whitney analysis, there was no significant difference between the extraction and non-extraction groups in all samples; borderline case extraction group with non-borderline case extraction; severe case extraction group with non-borderline case extraction; class I skeletal extraction group with non-extraction (p value>0.05). Conclusion: There was no difference in the level of patient satisfaction with the results of orthodontic treatment between the extraction group and the non-extraction group. Keywords: fixed orthodontics; extraction; BOSS questionnaire; malocclusion treatment; patient satisfaction level

Language or communication barriers generally occur between patients and medical personnel who have different native languages. Language or communication barriers can negatively impact medical care and the ongoing relationship between patients, providers, and facilities. Language barrier problems can be overcome by using interpreters and it is noted that patients with LEP (Limited English Proficiency) admit to experiencing increased satisfaction when using interpreters rather than not using interpreters. The purpose of this study was to analyze the effect of language barriers on the level of patient satisfaction from various article sources. A number of databases were used including Google Scholar, EBSCO, PubMed, and ProQuest. The inclusion criteria of this study were fulltext articles, in Indonesian and English, with the year of publication in the last ten years (2009 - 2019), only only articles that discussed patient satisfaction. The exclusion criteria were literature review, level of service quality, and level of security. This study applied the critical appraisal developed by Woolliams. A simplified approach by Aveyard was used as a method of this study. Ten articles were included in this study with eight articles revealing language barriers were influenced by the level of patient satisfaction and two articles showed language barriers had no effect. In addition, language barriers can be overcome using interpreters. However, the use of an interpreter is not able to solve the problem of language barriers that affect the level of patient satisfaction. BAHASA INDONESIA ABSTRACT: Hambatan bahasa atau komunikasi umumnya terjadi antara pasien dan tenaga medis yang memiliki bahasa asli yang berbeda. Hambatan bahasa atau komunikasi dapat berdampak negatif terhadap perawatan medis serta hubungan yang berkelanjutan antara pasien, penyedia, dan fasilitas. Masalah hambatan bahasa dapat diatasi dengan menggunakan interpreter dan hasil menunjukkan bahwa pasien dengan LEP mengakui mengalami peningkatan kepuasan saat menggunakan interpreter daripada tidak menggunakan interpreter. Tujuan penelitian ini untuk menganalisis pengaruh hambatan bahasa terhadap tingkat kepuasan pasien dari berbagai sumber artikel. Database yang digunakan yakni Google Scholar, EBSCO, PubMed dan tambahan database yaitu ProQuest. Kriteria inklusi yakni artikel dalam bentuk full text, artikel menggunakan bahasa Indonesia dan bahasa Inggris, tahun penerbitan dalam sepuluh tahun terakhir (2009 – 2019), hanya tentang tingkat kepuasan pasien. Kriteria eksklusi yakni literature review, tingkat kualitas pelayanan, tingkat keamanan. Penelitian ini menggunakan pengkajian kritik yang dikembangkan oleh Woolliams. Metode pendekatan dengan simplified approach oleh Aveyard digunakan dalam penelitian ini. Terdapat sepuluh artikel dalam penelitian ini dengan delapan artikel menyatakan hambatan bahasa berpengaruh terhadap tingkat kepuasan pasien dan dua artikel menyatakan hambatan bahasa tidak berpengaruh. Selain itu, hambatan bahasa dapat diatasi dengan penggunaan interpreter. Namun penggunaan interpretertidak mampu menyelesaikan permasalahan hambatan bahasa yang berpengaruh terhadap tingkat kepuasan pasien.