Abstrak: Kuesioner yang sahih merupakan persyaratan untuk menghasilkan data pengukuran yang akurat. Kuesioner yang terdiri dari beberapa pertanyaan yang relevan dengan keadaan yang diukur didapatkan data pengukuran yang valid dan sesuai sasaran. Data yang berasal dari hasil pengukuran digunakan sebagai alat evaluasi untuk melakukanperbaikan dalam menentukan keputusan sesuai dengan masalah yang spesifik dan prioritas. Penelitian ini bertujuan untuk membandingkan validitas pada dua kuesioner kepuasan pasien terhadap pelayanan di instalasi hemodialisis Rumah Sakit Haji Jakarta. Pengukuran kepuasan pasien di instalasi hemodialisis dengan menggunakan Instrumen Evaluasi Persepsi Pasien/Keluarga Terhadap Mutu Asuhan Keperawatan Hemodialisa dan kuesioner kepuasan pasien terhadap pelayanan di instalasi hemodialisis Rumah Sakit Haji Jakarta dengan model servqual. Penelitian menggunakan desain cross sectional dengan analisis data kuantitatif yang meliputi analisis univariat untuk mendapatkan gambaran tingkat kepuasan pasien berdasarkan dua kuesioner kepuasan pasien terhadap pelayanan di instalasi hemodialisis Rumah Sakit Haji Jakarta, dan analisis bivariat untuk mengukur validitas Instrumen Evaluasi Persepsi Pasien/Keluarga Terhadap Mutu Asuhan Keperawatan Hemodialisa yang dibandingkan dengan kuesioner kepuasan pasien terhadap pelayanan di instalasi hemodialisis Rumah Sakit Haji model servqual. Hasil dan pembahasan penelitian menunjukkan bahwa pada uji validitas sewaktu dan prediktif Instrumen Evaluasi Persepsi Pasien/Keluarga Terhadap Mutu Asuhan Keperawatan Hemodialisa menunjukkan nilai sensitivitas 81,3 %, spesifisitas 35,7%, NPP 59,1% dan NPN 62,5%. Hasil penelitian tersebut menyatakan bahwa Instrumen Evaluasi Persepsi Pasien/Keluarga Terhadap Mutu Asuhan Keperawatan Hemodialisa kurang valid dalam mengukur kepuasan pasien setelah dibandingkan dengan instrumen kepuasan pasien terhadap pelayanan di instalasi hemodialisis model servqual. Kata kunci: Validitas, kuesioner, kepuasan pasien, hemodialisis, servqual A valid questionnaire is a requirement to produce accurate measurement data. Questionnaires consisting of several questions relevant to the measured condition obtained valid measurement data and targeted. The data derived from the measurement results are used as an evaluation tool to make improvements in determining decisions according to specific problems and priorities. This study aims to compare the validity of two patient satisfaction questionnaires to services at hemodialysis installation of Haji Jakarta Hospital. Measuring patient satisfaction at hemodialysis installation by using Patient / Family Perception Evaluation Instrument on Hemodialisa Nursing Care Quality and patient satisfaction questionnaire on service at hemodialysis installation of Haji Hospital Jakarta with servqual model. The study used cross sectional design with quantitative data analysis which included univariate analysis to get description of patient satisfaction level based on two patient satisfaction questionnaires to service at hemodialysis installation of Haji Jakarta Hospital, and bivariate analysis to measure validity of Patient / Family Perception Evaluation Instrument on Nursing Care Quality Hemodialysis compared with patient satisfaction questionnaire to service in hemodialysis installation Haji Hospital servqual model. The results and discussion of the research indicate that in the validity test at the time and predictive of Patient / Family Perception Evaluation Instrument on Hemodialisa Nursing Quality showed 81,3% sensitivity value, 35,7% specificity, 59,1% NPP and NPN 62,5%. The results of this study indicate that Patient / Family Perception Evaluation Instrument on Hemodialysis Nursing Quality is less valid in measuring patient satisfaction after compared with patient satisfaction instrument to service in servqual hemodialysis model installation. Keywords: Validity, questionnaires, patient satisfaction, hemodialysis, servqual

Abstrak: Akreditasi Puskesmas dan ISO Pemeriksaan Kesehatan Haji adalah alat untuk meningkatkan mutu pelayanan kesehatan haji di puskesmas. Kenyataannya belum diketahui tingkat kepuasan pasien jemaah haji berdasarkan status akreditasi dan ISO Pemeriksaan Kesehatan Haji puskesmas di Provinsi DKI Jakarta. Penelitian ini menggunakan metode penelitian kuantitatif dengan rancangan cross sectional. Sampel diambil dengan Estimasi Proporsi Sampel Acak Stratifikasi 154 pasien jemaah haji pada 4 kategori puskesmas. Pengumpulan data dengan menggunakan kuesioner. Data dianalisis dengan uji anova dan dilengkapi dengan analisis diagram kartesius. Hasil penelitian menunjukkan ada perbedaan rata-rata kepuasan pasien jemaah haji diantara keempat kategori puskesmas (p=0.0005) dimana rata-rata kepuasan tertinggi adalah puskesmas terakreditasi, selanjutnya puskesmas tersertifikasi ISO Pemeriksaan Kesehatan Haji, puskesmas terakreditasi dan tersertifikasi ISO Pemeriksaan Kesehatan Haji dan puskesmas belum terakreditasi dan belum tersertifikasi ISO Pemeriksaaan Kesehatan Haji. Perlu adanya akreditasi pada semua puskesmas dan bagi puskesmas yang telah terakreditasi terus meningkatkan perbaikan pada aspek pelayanan di kuadran A. Kata kunci: Akreditasi , ISO, Kepuasan pasien Accreditation of Primary Health Center and ISO Hajj Health Examination are tools to improve Hajj health service quality. The reality is not yet known the level of patient satisfaction of pilgrims based on accreditation and ISO Hajj Health Examination primary health center in DKI Jakarta Province. This research used quantitative research method with cross sectional design. Samples were taken by Random Sample Stratification Proportion Estimated of 154 hajj pilgrims in four categories of primary health center. Data collection used questionnaire. Data was analyzed by ANOVA test and completed with Cartesian diagram analysis. The result of the research showed that there was a difference of average of satisfaction in patient pilgrims among the four categories of health centers (p = 0.0005) in which the highest average of satisfaction was the health center accredited, then health center certified ISO Hajj Medical Examination , health center accredited and certified ISO Medical Examination Hajj and health centers have not been accredited and has not been certified ISO Hajj Health Examination. The need for accreditation at all primary health centers and accredited primary health centers keep continous improvement the service aspect in quadrant A. Keywords: Accreditation, ISO, Patient satisfaction

Abstrak:

Kepuasan pasien merupakan salah satu indikator untuk melihat mum pelayanan kesehatan. Puskesmas merupakan tempat pelayanan kesehatan publik yang saat ini dimanfaatkan oleh seluruh lapisan masyarakat. Rendahnya kcpuasan pasien menggambarkan kualitas pelayanan belum maksimal dan belum sesuai dengan standar, sehingga harus diperbaiki. Kepuasan pasien dapat dipengaruhi oleh banyak faktor, misalnya karakteristik pasien sendiri Serta biaya yang ada untuk mendapatkan pelayanan tersebut. Penclitian ini dilakukan di enam Puskesmas DTP di Kabupaten Bekasi dan dua Puskesmas DTP di Kota Bckasi. Penelitian ini bertujuan untuk mclihat perbandingan tingkat kepuasan pasien Puskesmas DTP di Kabupatcn dan Kota Bekasi, melihat karakteristik pasien pengguna jasa pelayanan Puskesmas, serta mclihat faktonfaktor karakteristik mana yang berhubungan dengan tingkat kcpuasan pasien. Disain penelitian adalah cross sectional pada 480 responden. Dilakukan selarna 3 bulan dari Februari sampai April 2007. Secara keseluruhan kamkteristik pasien di kedua tempat diatas adalah sama, perbedaannya ada pada tingkat pendidikan, jenis pekerjaan dan pendapatan pasien. Tingkat kepuasan pasien di Kabupaten Bekasi (gratis) 2,14 kali lebih rendah dibandingkan tingkat kepuasan pasien di Kota Bekasi (bayar). Jumlah pasien yang puas di Kota Bekasi 64,2% sementara di Kabupaten Bekasi 45,5%. Tidak ada hubungan yang bermakna antara faktor-faktor karakteristik pasien dengan tingkat kepuasan di kedua tempat diatas, serta tidak ada faktor-faktor karakteristik yang menjadi faktor konfonding. Dari Importance and Pewrmance Anabvsis unsur yang harus diperhatikan di Kabupaten Bekasi adalah jadwal perikasa dokter tiap hari tepat waktu, obat diresepkan tersedia di Puskesmas, petugas segera memenuhi keinginan pasien serta dokter menjadi pendengar yang baik bagi pasien. Sementara itu di Kota Bekasi unsur-unsur yang hams diperhatikan adalah ruang rawat inap, sarana kamar mandi/WC, keberadaan petugas di mang rawat inap/jalan, ruang tunggu, suasana lingkungan, lantai dalam/luar ruangan, pelayanan oleh dokter, obat yang diresepkan tersedia di Puskesmas. -Iasil penelitian ini diharapkan dapat dimanfaatkan oleh Dinas Kcsehatan Kabupaten Bekasi dan Kota Bekasi dalam mengambil kebijakan serta Puskesmas DTP di Kabupatzh dan Kota Bekasi dalam meningkatkan kualitas pelayanan.

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The patient's satisfaction was one of the indicators to see the quality of the health service. The community health centre was the place of the health service of the public at this time used by all social stratums. The low level of the patients satisfaction depicted the quality of the service was not yet maximal and did not yet be in accordance with the standard, so as to have to be improved. The patient satisfaction could be affected by many factors, for example the characteristics of the patient personally as well as the available cost to get this service. This research was carried out in six inpatient facility in the Bekasi Regency and two inpatient facilities in the Bekasi City. This research aimed at seeing the level comparison of patient satisfaction of the inpatient facility in the Regency and the Bekasi City, saw the characteristics of the user's patient in community health centre service, as well as saw what characteristics factor that was connected with the level of the patients satisfaction. 'Ihe design of the research was cross sectional to 480 respondents. Carried out for 3 months hom February to April 2007. On the whole the characteristics of the patient in the two places above was same, its difference was in the level of education, the work kind and the income ofthe patient. The level of the patient?s satisfaction in the Bekasi Regency (ti-ee) 2.14 times was lower compared with the level ofthe patient?s satisfaction in the Bekasi City (paid). The number of patients who was satisfied in the Bekasi City 64, 2% now in the Bekasi Regency 45, 5%. There is no relation that was significant between characteristics factors ofthe patient and the level of satisfaction in the two places above, as well as did not have characteristics factors that became the factor confounding. From Importance and Performance Analysis the element that must be paid attention to in the Bekasi Regency was the doctor schedule right on time, prescription medicine was available in the community health centre, the ofiicial immediately filled the patients wish as well as the doctor to become listeners who were good for the patient. In the meantime in the Bekasi City elements that must be paid attention to were space inpatient facilities, bathroom means/the Toilet, the existence of the official in room, the waiting room, the atmosphere of the environment, the floor in/outside the room, the service by the doctor, prescription medicine was available in the community health centre. From this research, we recommended for District Health Service of Bekasi Regency and Bekasi City in taking the policy, inpatient facility in the Regency and the Bekasi City in increasing the quality ofthe service.

Abstrak:

Perawat merupakan ujung tombak dalam memberikan pelayanan langsung kepada pelanggan selama 24 jam. Mereka diharuskan untuk dapat memberikan pelayanan yang terbaik kepada pelanggan, sesuai dengan visi dan misi rumah sakit. Rumah Sakit Umum Pusat (RSUP) Fatmawati merupakan Rumah Sakit Tipe B terletak di Jakarta Selatan dengan kapasitas tempat tidur 605 (Mei 2010) 44.46% dari tempat tidur yang ada terdapat di ruang rawat kelas III. Belum pernah dilakukan penelitian mengenai kepuasan kerja perawat dibandingkan dengan kepuasan pasien terhadap pelayanan keperawatan kelas III di RSUP Fatmawati Jakarta. Penelitian ini bersifat deskriptif dengan rancangan cross sectional serta pendekatan kuantitatif dan kualitatif. Dari data kualitatif dan kuantitatif yang terkumpul dianalisis, diperoleh hasil tidak ada kesesuaian antara kepuasan kerja perawat dengan kepuasan pasien terhadap pelayanan keperawatan kelas III. Kata Kunci: Kepuasan kerja perawat dan kepuasan pasien

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Nurses are front liner in providing direct services to customers for 24 hours. They are required to be able for providing the best service to the customers according to the company’s statement in their vision and mission. As General Hospital Center, Fatmawati is type B Hospital located in South Jakarta with a capacity of 605 beds (May 2010) and 44.46% of existing beds are 3 rd Class. There is no research concerning nurse job satisfaction compared with patients' satisfaction toward nursing services in the department of 3 rd grade in Fatmawati Hospaital of Jakarta. This descriptive research is utilizing contrivance of cross sectional with qualitative and quantitative approaches. The analysis result of qualitative and quantitative data is found that nurse’s job satisfaction is not appropriate to the patient satisfaction in nursing services. Keywords: Nurse’s job satisfaction and patient satisfaction

Abstrak: Rendahnya angka pasien TBC resistan obat yang memulai pengobatan serta tingginya angka putus pengobatan menjadi tantangan besar untuk meningkatkan kualitas dari pelayanan TBC RO, khususnya di puskesmas sebagai satelit TBC RO. Hal ini mungkin berkaitan dengan tingkat kepuasan pasien TBC resistan obat sebagai konsumen dari layanan kesehatan, yang mengakibatkan keengganan pasien untuk mengakses pengobatan atau tidak melanjutkan pengobatan. Provinsi DKI Jakarta merupakan salah satu provinsi yang berkontribusi paling tinggi dalam penemuan kasus TBC RO, juga paling tinggi dalam angka pasien yang tidak memulai pengobatan dan putus pengobatan TBC RO. Tujuan penelitian adalah untuk menganalisis kepuasan pasien TBC RO terhadap pelayanan di puskesmas yang merupakan satelit pengobatan TBC RO di DKI Jakarta tahun 2020 berdasarkan 5 dimensi Servqual dengan desain metode kombinasi secara cross sectional. Populasi dan sampel penelitian untuk kuantitatif adalah pasien TBC RO yang sedang menjalani pengobatan di puskesmas satelit TBC RO di DKI Jakarta dengan jumlah 70 orang, sedangkan kualitatif adalah pasien suporter yang mendampingi pengobatan pasien sebanyak 6 orang. Hasil analisis diperoleh 50% dari responden tidak puas akan pelayanan puskesmas satelit TBC RO di DKI Jakarta, berdasarkan 5 dimensi servqual diperoleh kesenjangan dimana nilai kenyataan lebih rendah dari harapan antara lain tangible (-0,39), reliable (-0,31), responsiveness (-0,31), assurance (-0,32) dan empathy (-0,23). Jika tidak dilakukan upaya peningkatan kualitas dari puskesmas satelit TBC RO akan menurunkan keteraturan berobat yang mengakibatkan putus pengobatan. Kualitas pelayanan fasyankes satelit TBC RO penting untuk ditingkatkan mempersiapkan ketersediaan fasilitas, sarana, SDM, sistem pelayanan yang berpihak kepada kebutuhan pasien, serta memastikan pelayanan dijalankan sesuai prosedur.

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The low number of drug-resistant TB patients starting treatment and the high dropout rates are a major challenge to improve the quality of DR TB services, especially in puskesmas as DR TB satellites. This may be related to the level of satisfaction of drug-resistant tuberculosis patients as consumers of health services, which results in the patient's reluctance to access treatment or discontinue treatment. DKI Jakarta is one of the provinces that has the highest contribution in cases finding of DR TB, also the highest in the number of patients who do not start treatment and drop out of DR TB  treatment. The purpose of this study was to analyze the satisfaction of DR TB patients with services at the puskesmas which is the treatment of DR TB in DKI Jakarta in 2020 based on 5 dimensions of Servqual with a cross sectional combination method design. The population and research sample for quantitative are DR TB patients who are undergoing treatment at DR TB satellite health centers in DKI Jakarta with a total of 70 people, while qualitative are 6 patient supporters who accompany the  treatment of patients. The results of the analysis obtained 50% of respondents were dissatisfied with the service of DR TB satellite health centers in DKI Jakarta, based on 5 dimensions of servqual  obtained a gap where the reality value was lower than expectations, among others tangible (-0.39), reliable (-0.31), responsiveness (-0.31), assurance (-0.32) and empathy (-0.23). If no effort is made to improve the quality of the DR TB satellite health centers will reduce the regularity of treatment which results in treatment interruption. The quality of service of the DR TB satellite health centers is important to be improved in preparing the availability of facilities, human resources, service systems that are in line with the needs of patients, as well as ensuring services are carried out according to procedures.

Abstrak:

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For hospital patients, quality health services are not only felt by recovering from physical illness but also regarding patient satisfaction with the attitudes, knowledge and skills of health workers in providing services and the availability of adequate facilities and infrastructure. Patients will be satisfied if the service they receive at least equals or exceeds patient expectations. Meanwhile, the patient feels dissatisfied if the service he receives does not match the patient's expectations. Based on the achievement data of quality indicators at Bakti Timah Mentok Hospital in 2022, there are several quality indicators that have not reached the target. In addition, the number of JKN patient visits at the outpatient installation at Bakti Timah Mentok Hospital in 2020-2022 has also decreased. The purpose of this study was to describe patient satisfaction and interest in revisiting JKN patients at the outpatient installation at Bakti Timah Mentok Hospital in 2023. The study design was cross sectional with a sample size of 120 people. Statistical analysis using Chi Square test or Fisher Exact test. Based on statistical tests to see the relationship between the characteristics of the respondents and the interest in repeat visits, it was found that all of the characteristics of the respondents had p value > 0.05, which means that there was no significant relationship between the characteristics of the respondents and the interest in repeat visits. While the results of statistical tests between respondents' satisfaction on the Tangibles dimension and intention to revisit, it is known that p value > 0.05, which means that there is no significant relationship between respondent's satisfaction on the Tangibles dimension and intention to revisit. And the results of statistical tests between respondents' satisfaction on the dimensions of Reliability, Responsiveness, Assurance and Empathy with interest in repeat visits are known to be p value ≤ 0.05, which means that there is a significant relationship between respondents' satisfaction in the dimensions of Reliability, Responsiveness, Assurance and Empathy with interest in repeat visits. The relationship between patient satisfaction as a whole resulted in p value ≤ 0.05, which means that there is a significant relationship between patient satisfaction and interest in repeat visits. The results of the mapping of service elements in the Cartesian diagram show that 5 (five) service elements are in quadrant A, which means they are a top priority for improvement efforts. The five elements of service are the condition of the patient's waiting room, the availability of medical devices, the availability of types of laboratory examinations, the availability of drugs in the hospital pharmacy installation and the presence of doctors according to the service schedule. Therefore, the Bakti Timah Mentok Hospital must pay more attention to service elements that have not provided maximum satisfaction to patients.

Abstrak: Latar Belakang: Masyarakat yang menerima pelayanan secara langsung merasakan bagaimana tingkat kepuasan pelayanan yang diberikan instansi pemerintah. Tingkat kepuasan masyarakat tersebut diukur dengan menggunakan instrument seperti Indeks Kepuasan Masyarakat (IKM). Hasil pengukuran kepuasan pelanggan yang obyektif dan akurat dapat membantu puskesmas dalam merumuskan bentuk pelayanan yang lebih baik. Rata-rata Indeks Kepuasan Masyarakat di 36 Puskesmas pada Tahun 2019 sebesar 84,28. Target IKM pada Tahun 2019 adalah 82.8 sedangkan Puskesmas X tidak mencapai target dan memiliki skor IKM terendah yaitu sebesar 77.75. Dari hasil IKM di Puskesmas X Tahun 2019 diketahui terdapat 3 unsur pelayanan dengan nilai mutu layanan kurang baik (<3,06) yaitu unsur kecepatan pelayanan dengan nilai 2.89, unsur kejelasan dan kepastian pelayanan dengan nilai 2.95, dan dan unsur kewajaran biaya 2.98. Tujuan: Mengetahui informasi mendalam mengenai kepuasan pasien terhadap kualitas pelayanan rawat jalan di Puskesmas X Tahun 2020. Metode: Penelitian ini bersifat deskriptif dengan menggunakan metode penelitian kualitatif yaitu studi kasus, instrument yang digunakan pedoman wawancara mendalam dan telaah dokumen, informan dalam penelitian ini terdiri dari 1 orang kepala puskesmas, 6 orang petugas puskesmas dan 5 orang pasien. Hasil: Kepuasan pasien terhadap kualitas pelayanan rawat jalan di puskesmas X sudah baik, seluruh informan pasien merasa puas untuk dimensi jaminan, kehandalan, ketanggapan dan empati, namun seluruh informan pasien merasa tidak puas pada dimensi bukti fisik. Kualitas pelayanan pada dimensi bukti fisik cukup baik dalam kelengkapan sarana dan prasarana, namun masih kurang memadai kondisi gedung dan penempatan media informasi kurang optimal karena tidak semua pasien melihat media tersebut. Pada dimensi jaminan pasien merasa aman dan percaya terhadap petugas, kemampuan petugas cukup baik dan sopan santun. Pada dimensi daya tanggap petugas selalu memberitahukan kapan pelayanan akan diberikan, petugas memberikan pelayanan dengan cepat. Pada dimensi kehandalan jadwal pelayanan sesuai dengan waktu yang ditetapkan dan sudah memberikan pelayanan maksimal sesuai SOP, untuk penanganan keluhan pasien disediakan kotak saran, namun ada informan pasien yang tidak tahu adanya kotak saran. Pada dimensi empati, informan merasakan petugas sudah cukup baik dalam berempati dengan memberikan perhatian dan memberikan bantuan kepada pasien. Kesimpulan: Kualitas pelayanan pada dimensi bukti fisik, jaminan, kehandalan, ketanggapan dan empati sudah cukup baik, sehingga pasien merasa puas namun pasien menyatakan kurang puas pada dimensi bukti fisik khususnya terkendala dengan gedung puskesmas yang kecil, sempit dan panas

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Background: People who receive services directly feel the level of satisfaction of services provided by government agencies. The level of public satisfaction is measured using instruments such as the Community Satisfaction Index (IKM). The results of measuring customer satisfaction that are objective and accurate can help health community service in formulating a better form of service. The average Community Satisfaction Index at 36 health community service in 2019 was 84.28. The IKM target in 2019 is 82.8, while health community service X does not reach the target and has the lowest IKM score, namely 77.75. From the results of the IKM at health community service X in 2019, it is known that there are 3 elements of service with poor service quality values (<3.06), namely elements of service speed with a value of 2.89, elements of clarity and certainty of service with a value of 2.95, and elements of fairness of costs 2.98. Objective: To find in-depth information about patient satisfaction with the quality of outpatient services at health community service X in 2020. Methods: This research is descriptive using qualitative research methods, namely case studies, the instruments used are in-depth interview guidelines and document review, the informants in this study consisted of 1 head health community service, 6 health community service officers and 5 patients. Results: Patient satisfaction with the quality of outpatient services was good, all patient informants were satisfied with the dimensions of assurance, reliability, responsiveness and empathy, but all patient informants were dissatisfied with the dimensions of physical evidence. The quality of service in the physical evidence dimension is quite good in terms of the completeness of facilities and infrastructure, but the building conditions are still inadequate and the placement of information media is not optimal because not all patients see the media. In the assurance dimension, the patient feels safe and trusts the officer, the ability of the officer is quite good and polite. In the dimension of responsiveness, officers always tell when services will be provided, officers provide services quickly. On the reliability dimension, the service schedule is in accordance with the time set and has provided maximum service according to the SOP, for handling patient complaints a suggestion box is provided, but there are patient informants who do not know there is a suggestion box. In the dimension of empathy, the informant felt that the staff was good enough at empathizing by giving attention and providing assistance to patients. Conclusion: The quality of service in the dimensions of physical evidence, assurance, reliability, responsiveness and empathy is good enough, so that the patient feels satisfied, but the patient states that he is not satisfied with the dimensions of physical evidence, especially constrained by the small, narrow and hot health community service building

Abstrak:

ABSTRAK Mutu pelayanan kesehatan yang baik di puskesmas akan memberikan kepuasan kepada pasien sebagai pelanggan eksternal. Penelitian ini bertujuan untuk mengetahui gambaran pelaksanaan pelayanan rawat jalan poli umum puskesmas di Kota Sabang tahun 2008, dengan desain penelitian cross sectional melalui pendekatan kuantitatif yang kemudian dianalisa secara univariat, bivariat dan multivariate, serta pendekatan kualitatif yang dianalisa dengan menggunakan matrik. Sampelnya adalah pasien yang berkunjung rawat jalan poli umum puskesmas di Kota Sabang pada bulan Februari 2008 berjumlah 110 pasien. Hasil penelitian menunjukkan pasien yang merasa puas terhadap pelayanan yang diberikan sebesar 50,9%. Hasil analisis bivariat didapatkan yang berhubungan adalah status pekerjaan (nilai p = 0,037). Faktor yang dominan  berhubungan dengan kepuasan pasien adalah sumber biaya askeskin (nilai p = 0,035). Faktor yang tidak berhubungan dengan kepuasan pasien adalah: umur, jenis kelamin, pendidikan. Hasil pemetaan dimensi mutu didapatkan pernyataan yang menjadi prioritas utama untuk diperbaiki adalah alat periksa tersedia dan lengkap, petugas memberi informasi yang jelas tentang penyakit yang diderita pasien, pasien selalu mendapatkan pelayanan dari dokter, dan petugas memberi kesempatan pasien untuk bertanya dan menyampaikan keluhan. Perlu adanya alur pelayanan, petunjuk ruangan, pembatas ruangan, SOP, standarisasi tugas, uraian tugas, bimbingan teknis yang baik dan benar, dokter yang selalu melakukan pemeriksaan di poli umum sesuai jadwal piket dan ilmu yang telah didapatkan sesuai profesinya, sehingga memberi kesempatan pasien untuk bertanya dan menyampaikan keluhan, serta memberi informasi penyakit yang diderita pasien. Kata kunci: mutu layanan kesehatan, kepuasan pasien Daftar bacaan: 44 buah (1967 - 2007)

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ABSTRACT The good quality of health care on public health centre will give satisfaction to patient as the external customer. The purpose of this research want to find out characteristic of outpatient service satisfaction of poly public health centre in Sabang city in 2008, this research was done by a cross sectional method with quantitative approach and univariate, bivariate, multivariate analyzed, and qualitative approach that analysed by using matrix. The sample in this research was taken from outpatient public poly in Public Health Centre in Sabang City on Februari 2008 amount 110 patient. Result of research shows of patients feel satisfied with service that give as high as 50,9%. Result of bivariate analysis is got corelated is job status (value p = 0,037). Dominant factor which relation with patient satisfaction is expense source askeskin (p-value = 0,035). Factor is not relation with patient satisfaction is age, gender, education. Whereas statement that become main priority for repaired is tool checks available and complete, officer gives clear information about patient’s diseases, patient always gets service from doctor, and officers gives patient opportunity to enquire and submit sigh. Must existence of service path, room guideline, room constrictor, SOP, duty standardization, duty description, good technical supervision and correctness, docter always serve in public poly on schedule care of service and knowledge that has been got according its profession. Keywords: health service quality, patient satisfaction Reference: 44 books (1967 - 2007)

Abstrak:

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