Abstract

Patient satisfaction is an important quality indicator of hospital performance, especially for clinical laboratory services. At the
moment, services given by medical laboratory technologist personnel in blood sampling section are not optimal. Air force
Hospital Dr. Suhardi Hardjolukito Yogyakarta, a public hospital in Bantul, has clinical laboratory which serves patients from
the members of Indonesian military, civil servants, general patient, patients with health insurance coverage and also patients
with national health insurance program (Jamkesmas). This study was aimed to know the correlation between phlebotomy
services and patient satisfaction in clinical laboratory of Air Force Hospital Dr. Suhardi Hardjolukito Yogyakarta. It was a
st quantitative observational study with cross-sectional study. The data were collected from August 21 2016 until September
th 6 2016. The population of the study was taken from all outpatients of clinical laboratory in Air Force Hospital Dr. Suhardi
Hardjolukito Yogyakarta, by using simple random sampling. The data were collected by observing using check list,
questionnaire, and document analysis with likert scale level measurement. The result of this study showed from 94
respondents which were differentiated as five quality service dimensions of patient satisfaction: 88,3% for dimension of
reliability, 86,9% for dimension of quality assurance, 86,1% for dimension of empathy, 83,8% for dimension of
responsiveness, 78,6% for dimensions of tangibles. Statistical analysis showed that there was a correlation between
phlebotomy service and patient satisfaction (p < 0,1).

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