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The hospital as an organization engaged in the field of health services is required to always improve the quality of the services. A parameter for assessing the quality of hospitals is the assessment of accreditation by institutions that have been national and international certified. The focus of assessment on the accreditation process is continuous quality improvement that prioritizes patient safety. This study aims to analysis description of the behavior of health workers to adhere the service standards that prioritize patient safety so that the risk of patient safety incidents had been reduced and have impact on better service quality. This research was conducted with a mix method study of field observation and quantitative study with a cross sectional design. The study sample used simple random sampling with a total sample of 161 respondents. Secondary data collection was carried out through field observations and document studies while the primary data was carried out through filling in questionnaires. The results of the study revealed that the behavior of officers who supported patient safety at 90% compliance that amount of 64%. Factors that have a relationship with the behavior of supporting patient safety are education (p value 0.001), profession (p value 0.047), knowledge (p value 0.029), attitude (p value 0.001), supervision (p value 0.001) and teamwork (p value 0.001) with the dominant variable from the results of multivariate analysis is attitude (OR 12,382) and confounding factor are age, education, profession, knowledege, supervision and team work, in the otherside not found interaction of that varaible. The problems that are still low on behavior are related to workloads there are still who force work when conditions are tired and the concentration is reduced, the other who work that is beyond their authority. To improve behavior related to patient safety is to mapping and calculate employee workload, especially the unit of patient services, make educational materials related to patient safety through audio visual media, incorporate behaviors related to patient safety into employee performance indicator, create programs that can support employees to try make safety behavior to be a work culture
Kepuasan pelanggan telah menjadi bagian integral dalam misi dan tujuan sebagian besar organisasi. Meningkatnya intensitas kompetisi global dan domestik, berubahnya preferensi dan perilaku pelanggan, serta revolusi teknologi informasi merupakan beberapa faktor yang mendorong organisasi bisnis dan non-bisnis untuk mengalihkan fokusnya ke arah customer-oriented. Untuk melakukan penelitian tentang kepuasan pemohon perizinan di Suku Dinas Pelayanan Kesehatan Kota Jakarta Barat, belum ada instrumen yang valid dan reliabel. Oleh karena itu, diperlukan elaborasi konsep kepuasan mengenai harapan dan persepsi baik dari literatur maupun dari pemohon perizinan. Sehingga, direncanakan suatu penelitian dengan dua tahapan, yaitu tahap pengembangan kuesioner dengan pendekatan kualitatif dan tahap pengukuran kepuasan dengan pendekatan kuantitatif. Tahap pengembangan kuesioner dimulai dengan elaborasi konsep kepuasan baik dari literatur maupun berdasarkan hasil penggalian dari pemohon perizinan dan pihak penyelenggara, sehingga akhirnya didapatkan instrumen berupa kuesioner akhir yang siap diuji coba. Sedangkan tahap pengukuran kepuasan dimulai dengan pengujian validitas dan reliabilitas, sehingga dengan analisis validitas dan reliabilitas dapat diketahui pernyataan yang valid dan reliabel. Hasil dari penelitian ini berupa hasil wawancara mendalam, pengukuran validitas dan reliabilitas, analisis diagram Pareto, serta analisis univariat, bivariat, dan multivariat dengan regresi logistik. Hasil penelitian menunjukkan bahwa instrumen berupa kuesioner mencakup lima dimensi mutu layanan, yaitu tangible, reliability, responsiveness, assurance, dan empathy. Instrumen yang dibuat memuat 24 pernyataan yang semuanya dinyatakan valid dan reliabel dengan menggunakan metode alpha Cronbach dengan nilai r hitung lebih besar dari r tabel pada α = 0,05. Tingkat kepuasan responden berdasarkan hasil penelitian tahap kedua (pengukuran kepuasan) di Suku Dinas Kesehatan Kota Jakarta Barat menunjukkan nilai yang tinggi dibandingkan dengan yang tidak puas. Hasil ini sejalan dengan hasil penelitian kualitatif melalui wawancara mendalam yang memperlihatkan adanya tingkat kepuasan yang tinggi dari informan yang penulis ambil. Akan tetapi, 11,5% responden yang tidak puas perlu dicari akar masalah ketidakpuasan mereka dengan melakukan penelitian lebih lanjut. Distribusi tingkat kepuasan berdasarkan umur dan tingkat pendidikan responden menunjukkan hubungan yang bermakna secara statistik, sedangkan untuk dimensi mutu layanan yang paling dominan adalah tangible, responsiveness, dan empathy, dengan dimensi tangible sebagai yang paling dominan.
Abstract: Client satisfaction has become an integral part of the mission and objectives of most organizations. The increasing intensity of global and domestic competition, changing preferences and behaviors of clients, and the revolution in information technology are some of the factors driving both business and non-business organizations to shift their focus towards being customer-oriented. In regard to studying client satisfaction in license applications at the Sub-Authority Health Service Office of Kodya Jakarta Barat, there currently are no valid and reliable instruments available. Therefore, a concept of satisfaction needs to be elaborated from both literature and client perspectives. This study involves two stages: developing a questionnaire with a qualitative approach and measuring client satisfaction with a quantitative approach. The questionnaire development stage begins with an elaboration of the concept of satisfaction, based on literature review, interviews with clients, and input from the office staff, resulting in a finalized questionnaire ready for trial. The satisfaction measurement stage involves testing the validity and reliability of the questionnaire, and through this analysis, valid and reliable statements are identified. The outcomes of the study include findings from in-depth interviews, measurements of validity and reliability, Pareto diagram analysis, univariate, bivariate, and multivariate analyses using logistic regression. The study results in a set of questionnaires encompassing five dimensions of service quality: tangible, reliability, responsiveness, assurance, and empathy. The instrument includes 24 statements, all validated and reliable using the Cronbach alpha method, with values higher than r-table at α = 0.05. The level of respondent satisfaction, based on the second stage of satisfaction measurement, shows a higher proportion of satisfied respondents compared to those dissatisfied. This result aligns with qualitative research findings from in-depth interviews, indicating high satisfaction levels among most informants. However, the 11.5% of respondents who are dissatisfied require further research to identify the root causes of their dissatisfaction. The distribution of satisfaction levels based on respondents' age and education level shows a statistically significant relationship, with the dominant dimensions of service quality being tangible, responsiveness, and empathy, with tangible being the most dominant.
Memasuki abad ke 21 yang semakin maju, agar tetap eksis di tengah persaingan global yang sernakin ketat, sudah seharusnyalah bahwa pendekatan mutu layanan yang berorientasi pada pelanggan atau pasien menjadi strategi utama bagi pelayanan kesehatan di Indonesia. Salah satu langkah strategis yang digunakan adalah kerjasama lira, disamping peningkatan mutu secara terus menerus dan pengambilan keputusan berdasarkan data yang ada. Puskesmas merupakan salah satu organisasi pelayanan kesehatan, mempunyai beban kerja 18 program pokok yang terbagi atas kegiatan-kegiatan, dikelola oleh seorang pemimpin bersama staf yang terdiri dari berbagai latar belakang. Mengkoordinir individu yang terdiri dari berbagai latar belakang ini bukanlah pekerjaan mudah, agar setiap saat tidak terjadi konflik. Dalam studi ini dilakukan penelitian tentang analisis kerjasama tim di Puskesmas wilayah Kota Pontianak tahun 2000, untuk mendapatkan informasi tentang gambaran kerjasama tim dan hal-hal yang berperan dalam kerjasama tim tersebut. Penelitian ini menggunakan metode penelitian kualitatif yang dilakukan terhadap 4 (empat) Puskesmas dengan pengunjung terbanyak, dan 4 (empat) Puskesmas dengan pengunjung paling sedikit, dengan melibatkan 8 orang Kepala Puskesmas dan 1 orang Kepala Dinas melalui wawancara mendalam, dan 28 orang staf dari Puskesmas tadi melalui diskusi kelompok terarah. Analsisa dan data yang terkumpul menunjukan bahwa gambaran kerjasama tim wilayah Kota Pontianak cukup baik, hal ini terlihat dari karateristik individu seperti jenis kelamin, suku bangsa dan jabatan tidak menjadi masalah dalam kerjasama tim, namun disisi lain karakteristik seperti umur, pendidikan, status perkawinan, dan lama kerja disamping dapat menunjang kerjasama tim, juga dapat menghambat kerjasama tim. Begitu juga dengan karateristik organisasi. Hal-hal yang berperan dalam kerjasama tim berdasarkan variabel karakteristik organiosasi secara negatif antara lain, untuk Puskesmas besar (dan segi jumlah kunjungan dan tingginya kesibukan) menyebabkan berkurangnya intensitas interaksi, walaupun sudah semua Puskesmas mempunyai visi dan misi, tetapi tidak satupun balk staf maupun pimpinan yang tabu dan ingat isi dari visi dan misi tersebut. Sementara karateristik organisasi yang berperan secara positif yaitu, komunikasi secara informal yang berdampak lebih akrab, kepemimpinan secara demokrasi dengan mengutamakan pelayanan kepada masyarakat, rasa tanggung jawab dalam bekerja yang memotivasi staf untuk bekerja lebih balk, adanya rasa kekeluargaan yang kuat sehingga walaupun ada konflik tetapi tidak menghambat kerjasama tim. Berdasarkan hat tersebut diatas maka untuk membangun kerjasama tim yang tangguh diperlukan sating toleransi terhadap keragaman latar belakang anggota, memanfaatkan pertemuan-pertemuan formal untuk membahas hat-hat yang berkaitan dengan upaya perbaikan mute layanan kesehatan, selain itu mengadakan pertemuan informal seperti arisan atau anjang sana untuk meningkatkan kualitas hubungan antar anggota. Selanjutnya agar konflik tidak menghambat kerjasama tim, maka rasa kekeluargaan perlu dibina serta pihak Kepala Puskesmas cepat tanggap untuk menanganinya. Kepada Kepala Dinas Kesehatan Kota Pontianak, diharapkan untuk melengkapi sarana komunikasi dan transportasi di Puskesmas karena sarana tersebut sangat menunjang kerjasama tim. Perlu penyegaran informasi tertang visi dan misi agar tim memiliki kesatuan tujuan dalam bekerja.
Analysis on Teamwork in Improving Puskesmas Service Quality in Pontianak City Area Year 2000 Entering the 21st century, to stay exist amid tight global competition, health service in Indonesia should be provided on the basis of customer or patient-oriented service that becomes a main strategy in Indonesia health service. One of strategic ways to use in the service is teamwork, other ways include continuous quality improvement and decision making based on the available data. Puskesmas is one of health service organizations. It has 18 main tasks divided into programs and is managed by a chief assisted with staffs from various disciplines. Coordinating these staffs with various backgrounds is not an easy task, particularly to prevent conflicts among them. This study examined teamwork in Puskesmas in Pontianak City area year 2000. It was aimed at obtaining information regarding description of teamwork and factors that affect such teamwork. This study employed a qualitative research approach and was conducted in 4 (four) most-attended Puskesmas, and 4 (four) least-attended Puskesmas. It involved 8 chiefs of Puskesmas and 1 chief of local health department. Data were collected by means of in-depth interviews with the 8 chiefs of Puskesmas and 1 chief of local health department and focused group discussion with 28 staff members of the Puskesmas. The analysis on the collected data shows that the description of teamwork in Puskesmas in Pontianak City area is good enough. Gender, ethnic group and position were not obstacles in the teamwork. However, age, education, marital status, and length of work as well as the organization characteristics seemed to be both supporting and hindering the teamwork. Factors that seem to have negatively affected the teamwork based on the variables of organization characteristics among others are lack of intense interaction due to the size of Puskesmas or in larger Puskesmas (in terms of the number of visits and rate of service); although all Puskesmas had already set their vision and mission statements but none of the staffs nor the superiors were able to recall such statements. On the other hand, organization characteristic that seem to have positively affected the teamwork are informal communication that brings members closer to each other, democratic leadership that employs public-oriented service, work responsibility that motivates the staffs to do their jobs better, strong family hood that ties the members of the team despite present conflicts. Based on such findings, to build a solid teamwork, tolerance over differences of members is required, formal meetings to discuss issues regarding improvement of health service quality are utilized, and informal meetings such as family gathering or home visits are encouraged to maintain and improve relationship among team members. To prevent conflict from developing, it is necessary to foster sense of family hood and chief of Puskesmas should be able to respond to any conflict immediately. Chief of local health department of Pontianak City is suggested to provide communication and transportation equipment for Puskesmas that may support the teamwork. Reorientation program on vision and mission of puskesmas should be held so those members of team share one common goal in doing their job.
Employees are one of the most important resources in achieving success and goals in an organization. One of the important factors in order to achieve optimal work results from an employee is the fulfillment of job satisfaction. Good human resources have qualities that can affect performance. However, no matter how good the plans and supervision are in an organization, if the human resources are less interested and unhappy in doing their work then an organization will not achieve the results it should be able to achieve. The purpose of this study was to determine the effect of job satisfaction and individual characteristics on employee performance at Puskesmas Selong. This type of research is descriptive using a cross-sectional study design approach with mixed methods, namely combining quantitative and qualitative methods. There is no effect of job satisfaction simultaneously on the performance of employees at Puskesmas Selong, it can be seen from the p value = 1,000> 0.05. Of the five indicators of job satisfaction variables, only two indicators have an effect on employee performance, namely satisfaction with rewards with a value of p = 0.018 <0.05, and satisfaction with superior supervision with a value of p = 0.029 <0.05. Individual characteristics of employees that affect performance are educational characteristics, it can be seen from the p value = 0,047<0,05. Thus the management of Puskesmas Selong needs to provide an understanding to employees regarding the determination of payment of compensation, approach and communicate more effectively in efforts to improve the supervision system, and provide feedback on the work of employees so that employees can find out their weaknesses or strengths. With more intense communication with employees through regular meetings between leaders and employees, good communication will be established so as to improve the quality of employee work
A B S T R A K Kepuasan dan ketidakpuasan kerja karyawan merupakan aspek penting yang perlu mendapatkan perhatian organisasi dalam upaya peningkatan kemampuan karyawan disuatu organisasi. Apabila kepuasan kerja mereka terpenuhi, maka pekerja cenderung akan memiliki motivasi yang tinggi dalam bekerja, sebaliknya ketidakpuasan kerja akan mengakibatkan tingginya tingkat keluar masuk pekerja (turned over), ketidakhadiran, pemogokan dan tindakan-tindakan lain yang merugikan organisasi. Penelitian ini menggunakan desain cross sectional dengan pendekatan kuantitatif dan kualitatif dilakukan di Dinas Kesehatan Kabupaten Aceh Barat Daya Propinsi Nanggroe Aceh Darussalam pada bulan Januari dan Maret 2008 dengan sampel 53 karyawan untuk mengetahui gambaran tingkat ketidakpuasan kerja karyawan dan faktor-faktor yang berhubungan dengan ketidakpuasan kerja karryawan yang meliputi aspek insentif, kondisi kerja, supervisi, interaksi sesama rekan kerja, prosedur organisasi, kesesuaian pekerjaan dan promosi karier. Pendekatan kuantitatif menggunakan alat ukur kuesioner yang selanjutnya diuji melalui uji kai kuadrat dengan batas kemaknaan alpha 5% (0,05) dan Confindent Interval (CI) 95% serta uji regresi logistik ganda. Sedangkan untuk mengeksplorasi informasi penyebab tertimbulnya ketidakpuasan kerja karyawan dilakukan dengan metode wawancara mendalam terhadap karyawan, Kepala Dinas dan Kepala Sub Dinas sebagai informannya. Dari hasil penelitian diperoleh gambaran tingkat ketidakpuasan kerja karyawan 73,6%, insentif 60.4% tidak adil, kondisi kerja 69,8% tidak mendukung, supervisi 66% kurang baik, interaksi sesama rekan kerja 43,4% tidak mendukung, prosedur organisasi 58,5% tidak mendukung, kesesuaian pekerjaan 64,2% tidak sesuai, promosi karier 50,% tidak adil. Secara statistik menunjukkan ada hubungan yang signifikan antara insentif (p-value 0,002), kondisi kerja (p-value 0,002), supervisi (p-value 0,049), interaksi sesama rekan kerja (p-value 0,025), prosedur organisasi (p-value 0,003) dan promosi karier (p-value 0,0005) dengan ketidakpuasan kerja karyawan. Sedangkan kesesuaian pekerjaan tidak ada hubungan dengan ketidakpuasan kerja karyawan (p-value 0,336). Analisis multivariat menunjukkan insentif dan kondisi kerja berhubungan secara signifikan dengan ketidakpuasan kerja. Sedangkan supervisi, interaksi sesama rekan kerja, prosedur organisasi, kesesuaian pekerjaan dan promosi karier tidak ada hubungan dengan ketidakpuasan kerja karyawan dan insentif merupakan aspek yang paling dominan mempengaruhi ketidakpuasan kerja karyawan. Untuk itu diharapkan kepada pihak manajemen organisasi supaya menyusun suatu kebijakan atau peraturan tentang sistem pemberian insentif dengan mempertimbangkan beban kerja, tanggung jawab, keterampilan, kemampuan dan prestasi kerja karyawan, mendesain ruangan kerja yang nyaman bagi karyawan, baik aspek temperatur, kebersihan dan penataan ruangan, melakukan supervisi serta bimbingan secara rutin dan terjadwal terhadap pekerjaan karyawan, meningkatan keakraban sesama karyawan melalui program budaya silaturrahmi, menyusun Tupoksi bagi semua bagian serta untuk semua karyawan, menempatkan dan memberikan pekerjaan sesuai pendidikan, ketrampilan dan kemampuan karyawan dan melaksanakan sistem promosi karier yang berdasarkan kejujuran, kemampuan dan kecakapan serta sesuai dengan Peraturan Pemerintah (PP) yang berlaku. Daftar bacaan : 38 (1985 – 2008)
A B S T R A C T Satisfaction and unsatisfation of employees on working condition is the important aspect that needs to have an organization in increasing the employees’ ability within the organization. When their satisfaction on working condition has been fulfilled, then the workers inclined to have a high motivation to work. On contrary, unsatisfation raising the worker’s turned over, absenteeism, strike and others that inflicted a loss upon the organization. The research has been done health office district Aceh Barat Daya Province Nanggroe Aceh Darussalam on January and March 2008. This research using cross sectional design qualitative and quantitative approach covered 53 respondents the aim of research is to find out the picture of employees unsatisfation level on their job and factors related to that matter including, incentive aspects, working condition, supervision, workers interaction, the procedures on the organization, job compatibility and career promotion. For quantitative approach, those respondents were interviewed by using questionnaires, examined with chi square for alpha 5% (0,05), confident interval (CI) 95% and double logistic regression. Deep interviewed has been done to employees, head office and heads of sub office as the informant in exploring the causal information of employees unsatisfation. The result of picture obtained 73,6% of employees are unsatisfation, the [1] in incentive is 60,4%, working condition is 69,8% not supportive, supervision is 66%, workers interaction is 43,4% not supportive, organization procedure is 58,5% not supportive, the job compatibilityof is 64,2% the is a significant relationship between incentive (p-value 0,002), working condition (p-value 0,002), supervision (p-value 0,049), workers interaction (p-value 0,025), the procedures of organization (p-value 0,003) and promotion on career (p-value 0,0005) with employee’s unsatisfation while there is no relationship between the compatibility of the job with employees unsatisfation (p-value 0,336). Multivariate analysis shows there is a significant relationship between incentive the job employees unsatisfation. While there is no relationship between supervision, workers interaction, the procedure of the organization, job nature, career promotion with employees satisfaction. The incentive is the most dominant aspects that influencing the employee’s unsatisfation. There for, the management of the organization should arrange the policy or regulation about the system with the consideration on job load, responsibility, skill, ability and the working achievements. The management should design the comfortable working places with the consideration on the temperature, cleanliness and room ordering. Increasing the familiarity among the workers through the program of silaturrahmi’s culture and implementing the career promotion system based on honesty, ability, skill. and in accordance with government regulation that go into effect. References : 38 (1985 – 2008)