<![CDATA[Tuntutan masyarakat untuk memperoleh pelayanan kesehatan yang bermutu dan berkualitas semakin berkembang sejalan dengan meningkatnya tingkat pengetahuan serta pendidikan dan pendapatan masyarakat. Kepuasan pasien dapat dipengaruhi oleh faktor komunikasi terapeutik yang terdiri atas dua jenis yaitu komunikasi verbal dan non-verbal. Tujuan penelitian ini adalah untuk mengetahui hubungan persepsi pasien tentang komunikasi verbal dan non-verbal perawat dengan tingkat kepuasan pasien di puskesmas Dinoyo Kota Malang. Penelitian ini merupakan penelitian analitik korelasional desain cross sectional. Populasi dalam penelitianiniadalah semua pasien rawat jalan di puskesmas Dinoyo kota Malang pada bulan Februari 2017 sebanyak 304 orang dan sampel penelitian menggunakan random simple sampling yaitu sebanyak 75 orang. Instrumen dalam penelitian ini menggunakan kuesioner. Analisis yang digunakan pearson product moment. Hasil penelitian menunjukkan persepsi pasien tentang komunikasi verbal dan non-verbal perawat hampir seluruhnya dikategorikan baik yaitu sebanyak 74 orang (98,7%), kepuasan pasien hampir seluruhnya dikategorikan sangat puas yaitu sebanyak 73 orang (97,3%), dan hasil analisis data didapatkan nilai signifikan sebesar (p value0,000 ≤ 0,05) yang berarti data dinyatakan sangat signifikan, artinya ada hubungan persepsi pasien tentang komunikasi verbal dan non-verbal perawat dengan tingkat kepuasan pasien di Puskesmas Dinoyo Kota Malang. Petugas kesehatan khususnya perawat untuk selalu memperhatikan dan meningkatkan komunikasi yang baik ketika berhadapan dengan pasien, yaitu dengan cara memperhatikan pembicaraan pasien, memberikan kesempatan kepada pasien untuk bertanya atau memberikan pernyataan. ABSTRACT Community demands for quality and quality health services are growing in line with the increasing level of knowledge and education and income of the community. Patient satisfaction can be influenced by therapeutic communication factors which consist of two types of verbal and non-verbal communication. The purpose of this study was to determine the relationship between patients 'perceptions of nurses' verbal and non-verbal communication with the level of patient satisfaction at Dinoyo Public Health Center, Malang City.This study is a correlational analytic study, which examines the relationship between two variables, namely the relationship of patient perceptions of verbal and non-verbal communication with patient satisfaction. The population in this study were all outpatients in the Dinoyo health center in Malang in February 2017 as many as 304 people and the study sample used simple sampling random as many as 75 people. The instrument in this study used a questionnaire. Analisis yang digunakan pearson product moment. The results showed that patients' perceptions of verbal and non-verbal communication of nurses were almost entirely categorized as good, namely 74 people (98.7%), patient satisfaction was almost entirely categorized as very satisfied as many as 73 people (97.3%), and the results of data analysis were obtained significant value of (p value 0,000 5 0,05) which means the data is stated to be very significant and H1 is accepted, meaning that there is a relationship between patients' perceptions of nurse verbal and non-verbal communication with the level of patient satisfaction at Dinoyo Public Health Center, Malang City. Health workers, especially nurses, always pay attention to and improve good communication when dealing with patients, namely by paying attention to patient talks, giving patients the opportunity to ask questions or give statements, and nurses must communicate with nurses in accordance with the applicable SOPs in the relevant puskesmas. Keywords: Perception; verbal communication; non verbal communication; patient satisfaction.]]>
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