Abstrak: Tesis ini bertujuan untuk menguji validitas dan reliabilitas instrumen NAURAH untuk mengukur kepuasan pasien serta menganalisis kepuasan pasien terhadap mutu pelayanan kesehatan rawat inap Rumah Sakit Mitra Medika Bondowoso menggunakan metode servqual dan importance performance analysis (IPA). Penelitian ini bersifat kuantitatif dan deskriptif-analisis. Penelitian ini diikuti oleh 100 responden yang mengisi kuesioner kepuasan berdasarkan teori Servqual dan instrumen NAURAH. Hasil penelitian menunjukkan reliabilitas dan validitas intrumen NAURAH dan pasien Rumah Sakit Mitra Medika Bondowoso merasa puas dengan pelayanan di rumah sakit tersebut. Berdasarkan analisis IPA, ada aspek empati dari servqual yang mesti diperhatikan, dan aspek understanding dan respect dari instrumen NAURAH yang perlu dikembangkan. Kemudian Rumah Sakit Mitra Medika Bondowoso telah mempraktikkan Total Quality Management. Untuk mengembangkan empati, digunakan matriks PDCA yang mengikutsertakan aspek TQM.

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This thesis aims to test the validity and reliability of the NAURAH instrument for measuring patient satisfaction and analyzing patient satisfaction with the quality of inpatient health services at Mitra Medika Bondowoso Hospital using the servqual and importance performance analysis (IPA) methods. This research is quantitative and descriptive-analytic. This research was attended by 100 respondents who filled out a satisfaction questionnaire based on Servqual theory and the NAURAH instrument. The research results showed the reliability and validity of the NAURAH instrument and that patients at Mitra Medika Bondowoso Hospital were satisfied with the services at the hospital. Based on the IPA analysis, there is an empathy aspect of servqual that must be considered, and an understanding and respect aspect of the NAURAH instrument that needs to be developed. Then Mitra Medika Bondowoso Hospital has practiced Total Quality Management. To develop empathy, the PDCA matrix is used which includes TQM aspects.

Abstrak: Peneltian ini dilakukan di Rumah Sakit Kartika Pulomas yang bertujuan untukmenganalisa dan mengaudit seluruh program-program dan aktfitas sumber dayamanusia di rumah sakit tersebut.Program-program dan aktifitas SDM yang akandiaudit meliputi aktivitas pengelolaan SDM pada Rumah Sakit Kartika Pulomasyang meliputi : Proses perencanaan SDM, proses rekrutmen karyawan, prosesseleksi dan penempatan karyawan, program pelatihan dan pengembangankaryawan, program perencanaan dan pengembangan karier,sistem penilaiankinerja karyawan, program kesejahteraan, kesehatan dan keselamatan kerja,pemberian kompensasi karywan dan pemutusan Hubungan Kerja(PHK).Penelitian ini menggunakan pendekatan kualitatif disertai ibservasi danwawancara mendalam. Berdasarkan hasil penelitian yang telah dilaksanakan,diketahui bahwa aktivitas fungsi sumber daya manusia yang sudah berjalan efektifantara lain proses rekrutmen,perencanaan dan pengembangan karir, penilaiankinerja, kompensasi dan balas jasa, dan pemutusan hubungan kerja. Sedangkanaktivitas yang belum berjalan efektif antara lain perencanaan SDM, seleksi danpenempatan karyawan,pelatihan dan pengembangan karyawan, keselamatan dankesehatan kerja, dan sistem penilian kinerja karyawan. Berdasarkan temuankelemahan yang terdapat pada aktivitas fungsi sumber daya manusia, makadiberikan saran yang dapat digunakan sebagai masukan bagi manajemen rumahsakit untuk memperbaiki dan meningkatkan efektivitas pada fungsi sumber dayamanusia yaitu: manajemen harus memiliki kriteria dalam perencanaan SDM,menambahkan karyawan untuk fungsi SDM, mengevaluasi kembali berkaitanpenempatan jumlah karyawan,meberikan tunjangan kesehatan bagi karyawan agarsesuai standar rumah sakit, adanya pengawasan dalam prosedur keselamatankerja, diadakan penilaian kinerjan karyawan dan dilakukan audit SDM secararutin.
Kata kunci: Audit Manajemen, Audit SDM, Efektivitas,Sumber daya Manusia

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This study conducted at the Hospital of Kartika Pulomas which aims to analyzeand audit all programs and activities of human resources at the hospital which areincluded all -HR programs and activities to be audited. These audit include theactivities of human resource management at the Hospital of Kartika Pulomas thatinclude: Process human resource planning, employee recruitment, selection andplacement of employees, employee training and development programs, programplanning and career development, employee performance appraisal system,welfare programs, health and safety, provision of employees' compensation andtermination of the employment Relationship (PHK) .This research uses aqualitative approach with observation and in-depth interviews. Based on theresearch that has been carried out, it is known that the activity of the humanresources function that has been running effectively between recruitmentprocesses, planning and career development, performance appraisal,compensation and fringe benefits, and termination of employment. While activityhas not been effective include human resource planning, selection and placementof employees, employee training and development, occupational safety andhealth, and the system of judging the performance of employees. Based on thefindings of the weaknesses found in the activity of the human resources function,then given advice that can be used as input for the hospital management toimprove and enhance the effectiveness of the human resources function, namely:management must have criteria in HR planning, adding employees to the HRfunction, reevaluate related to the placement of the number of employees, gavethe medical benefits for employees to conform hospital standards, lack ofoversight in safety procedures, regular appraisal of working performance ofhospital employees and HR audits conducted on a regular basis.
Keywords: Audit Management, Audit Human Resources, Effectiveness, HumanResources

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