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Akibat adanya peningkatan pendidikan serta pengaruh globalisasi maka tuntutan masyarakat akan berubah, apalagi dalam suasana otonomi daerah akan berdampak pada Puskesmas Rawat Inap Pagar Alam. Oleh karena itu diperlukan perencanaan strategi. Untuk dapat menyusun perencanaan strategic dan Puskesmas Rawat Inap Pagar Alam, dilakukan penelitian analisa kualitatif dan kuantitatif, Penyusunan strategis ini melalui tahap I (input stage) terdiri dari analisa tingkungan eksternal dan internal dari Puskesmas Rawat Inap Pagar Alarn, yang dilakukan oleh Consensus Decision Making (CDM), kemudian tahap I1 (matching stage), CDM melakukan analisis dengan matriks internal-eksternal (IE) dan SWOT, selanjutnya tahap III (decision stage) menggunakan matriks QSPM untuk menentukan strategik terbaik. Dari hasil penelitian, pemilihan alternatif berdasarkan IE matriks, memperlaihatkan posisi Puskesmas Rawat Inap Pagar Alam pada kuadran H yang berarti grow and build dengan strategi yang dianjurkan adalah strategi intensif (market penetration, market development, product development) dan strategi integratif (forward integration, backward integration, horizontal integration). Penelitian ini menyimpulkan bahw Puskesmas Rawat Inap Pagar Alam memiliki potensi pasar yang besar dengan dukungan internal yang kuat dan juga akan adanya perubahan status menjadi puskesmas swadana maka harus meningkatkan mutunya. Sedangkan saran yang dianjurkan dapat merealisasikan perencanaan strategik ini, maka diperlukan pemantauan agar pelaksanaannya tercapai. The Strategic Planing Inpatient Health Center of Pagar Alam, Distric of Lahat, 2000-2005
The aim of the society will be changed because of the increase/growth of education and the effect of globalization., besides in the district autonomy condition will make effect of Inpatient Health Center of Pagar Alam, that is way is need the Strategic Planning. To arrange Strategic Planning of Inpatient Health Center of Pagar Alam, they make quality and quantity analysis research. The arrangement the strategic through bellow phase I (Input stage) included in external and internal environment analysis from Consensus Decision Making (CDM) and the phase II (Matching stage) did analysis with internal and external Matrix (IE) and SWOT. After that, phase III (decision stage) used the QSPM matrix to make the best strategic. The result of research to choice alternative based on IE matrix, shows the position of Inpatient Health Center of Pagar Alam with mean growth and build with the allow strategic is intensive (strategy Market penetration, Market development, product development) and integrative strategy (forward integration, backward integration, horizontal integration). The conclusion of this result is Inpatient Health Center Of Pagar Alam, has big potential market with the strong internal support and also will be change of the status to be "Puskesmas Swadana" (The source of found is it self) so they have to increase their quality. Where as suggestion, which is suggested, to realize this strategic planning, so it needs control in order the implementation will is reached. References: 22 (1980-2000)
Quality health services is now becoming the demands of all parties, including thepublic as service users, with the era of globalization, increasing social groupscapable, educated, and control of information, quality of service issues become anabsolute requirement The dominant factor affecting the quality of health servicesat the health center are human resources, both of which are involved in themanagement and care. Complaints (complaints) from customers is an indicator ofthe lack of quality of service due to poor management system.This study aims to determine the relationship between customer characteristicsand quality management efforts focus on providing customers with the level ofpatient satisfaction in the Puskesmas DTPin Bogor District 2014. Quantitativeresearch method is descriptive analytic cross-sectional design. With a populationis the entire patient care and management elements in the Puskesmas DTPinBogor District 2014. Samples in this study were inpatients as many as 181 peopleand 50 elements in the management of the Puskesmas DTPfrom 10 health centersWith Nursing.The results showed that there is no relationship between the characteristics ofpatients with levels of customer satisfaction, there is a significant associationbetween quality management efforts focus on providing customers with the levelof patient satisfaction in Bogor Regency DTP health centers in 2014, there is asignificant difference in mean scores between patient satisfaction The HealthCenter is implementing a quality management efforts focus on the customer andare not implementing a quality management efforts focuson the customer and notimplementing quality management efforts focus on the customer.The author suggested that health centers improve the management dimensions ofcustomer focus and customer-related processes. Both of these dimensions has notbeen fully implemented in the application of quality management efforts focus onthe customer. Management Health Center to pay attention and responsiveness as atangible dimension of service quality dimensions with the lowest satisfactionlevels. Carry out customer satisfaction surveys on a regular basis with theappropriate tools to get an idea of the specificity of the health center in order torecent customer satisfaction.Keywords: Quality of Service, Quality Management Focus on Customer,Customer Satisfaction.
ABSTRAK Askesin merupakan salah satu program pemerintah dalam memberikan pelayanan kesehatan gratis bagi penduduk miskin dan tidak mampu di Pusat Kesehatan Masyarakat (Puskesmas) dan jaringannya serta pelayanan kesehatan rujukan di rumah sakit pemerintah kelas III. Dari hasil evaluasi pelaksanaan program askeskin pada tahun 2006 rata-rata jumlah cakupan puskesmas di Kabupaten Serang masih rendah apabila dibandingkan dengan target pencapaian Indikator, diketahui bahwa persentase cakupan jaminan pemeliharaan kesehatan gakin dan masyarakat rentan hanya 8,5% (target 14%) dan visit rate hanya 10,59 (target 15%). Sejak dilaksanakannya program Askeskin belum diketahui tingkat kepuasan pasien askeskin terhadap mutu pelayanan puskesmas. Pengukuran kepuasan pasien merupakan salah satu indikator keberhasilan pelaksanaan program dan merupakan elemen penting dalam menyediakan pelayanan yang lebih efisien dan lebih efektif. Dengan cara ini diharapkan ada upaya konkrit yang dapat disarankan kepada pihak pemberi jasa untuk meningkatkan pelayanan kesehatan kepada masyarakat miskin sehingga dapat memenuhi harapan masyarakat yang berpengaruh pada niat berkunjung kembali ke puskesmas. Tingkat kepuasan pasien diukur dengan menggunakan lima dimensi mutu yang dapat digunakan untuk mengukur kepuasan pelanggan, yaitu tangible, reliability, responsiveness, assurance, dan emphaty (Parasuraman et.al, 1990). Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan yang menggunakan Askeskin terhadap mutu pelayanan Puskesmas yang dilaksanakan pada akhir bulan Juni sampai Agustus tahun 2007 di 38 Puskesmas se-Kabupaten Serang dengan jumlah sampel 676 orang dengan menggunakan metode analitik dengan rancangan penelitian cross sectional. Hasil Penelitian didapat tingkat kepuasan berdasarkan lima dimensi mutu bahwa masing-masing dimensi tangible, reliability, responsiveness, assurance dan empahty sudah diatas 50% dan dari kelima dimensi tersebut paling besar pada dimensi assurance. Kepuasan umum pasien sebesar 72,8% dengan niat berkunjung kembali sebesar 83%. Variabel karakteristik pasien yang paling dominan berpengaruh adalah status pendidikan, status pekerjaan dan status perkawinan, sedangkan variabel lainnya sebagai variabel confounding. Hasil Importance Performance Analysis didapat beberapa faktor yang menjadi prioritas utama yang harus diperhatikan dan perbaiki yaitu, waktu tunggu pemeriksaan cepat, petugas terampil dalam bekerja dan petugas mengerti yang dibutuhkan pasien. Dalam rangka memperbaiki mutu pelayanan tersebut disarankan bagi puskesmas agar memberikan pelayanan dengan terampil, membuat alur proses pelayanan, meningkatkan pengetahuan petugas puskesmas dan membuka waktu pelayanan puskesmas pada sore hari, melakukan ‘ghost shopping’ untuk melihat tingkat kepuasan pasien dan memantau kinerja pemberi pelayanan serta membentuk tim pengendali mutu dan diharapkan dinas kesehatan agar senantiasa membuat kebijakan yang mendukung upaya peningkatan mutu pelayanan di puskesmas. Daftar Pustaka: 78 (1980 – 2007).
ABSTRACT Askeskin is one of government programs in providing free health service for poor and not wealthy people in Public Health Center (Puskesmas) and the network and health service reference in government hospital III rd class. From evaluation result of askeskin program implementation in 2006 the average of puskesmas coverage in Serang Regency still low if compared to target of achievement indicator, known that coverage percentage of gakin health maintenance guarantee and susceptible people only 8,5% (target 14%) and visit rate only 10,59 (target 15%). Since Askeskin program conducted the askeskin satisfaction level toward puskesmas service quality was not yet known. Patient satisfaction measurement is one of the success indicators for program implementation and an important element in providing a more efficient and effective service. By this way, expected concrete efforts that could suggested for service giver to improve poor people health service that fulfilled people expectation, which affecting re-visit intention to puskesmas. Patient satisfaction level measured by using five dimensions quality that could be use for measuring client satisfactory, which are tangible, reliability, responsiveness, assurance, and empathy (Parasuraman et.al, 1990). This research aim was identifying outpatient satisfaction level that conducted in the end of June to August year 2007 in 38 Puskesmas of all Serang Regency with samples of 676 people by using analytical method with cross sectional research design. From research result, obtained satisfaction level that based on five dimensions quality, which are tangible, reliability, responsiveness, assurance, and empathy was over 50% and from those five dimensions, the largest was assurance dimension. General patient satisfactions as much as 72.8% with re-visit intention as much as 83%. The most dominant affecting patient characteristic variable are education status, working status and marriage status, while other variables as confounding variables. From result of Importance Performance Analysis obtained several factors that become main priority need to be paid attention and fixed, which are quick waiting duration for examination, skillful officer in working and officer understand patient needs. In order to fix those services quality, suggested for puskesmas to provide service that competent, making service plot processes, improving puskesmas officer knowledge and opening puskesmas service time at afternoon, conducting “ghost shopping” to identify patient satisfaction level and monitoring service giver performance, forming quality control, and expecting health agency always form policy that support service quality improvement efforts in puskesmas. References: 78 (1980 – 2007)