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Conflicts in some countries cause their citizens to leave the country to seek asylum. In 2019, the number of overseas refugees in Indonesia was 13,657 people. In conditions that are full of disadvantages and difficulties, refugees still have the right to fulfil their basic needs, including access to health cares. This study used a mixed method, consisting of quantitative and qualitative methods. The qualitative method was used to confirm the results of quantitative analysis, which was done by interviewing the health service providers. The results of the analysis showed that 36% of refugees were satisfied with health services in the X health center (Puskesmas), while 35% were not satisfied. On the other hand, the percentage of refugees who were not satisfied with health services based on the dimension of empathy and assurance was 51% and 52%, respectively. However, the results of qualitative approach demonstrated otherwise, where the health care providers stated that all dimensions of service quality have met the standard and were in accordance with the expectations of refugees. The Puskesmas are advised to evaluate and improve the effectiveness and efficiency of the health services by considering the needs of refugees.
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
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.
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.
Tesis ini membahas tentang kepuasan kerja petugas Puskesmas berdasarkan kepuasan kerja intrinsik dan ekstrinsik, serta membahas kepuasan pelanggan terhadap pelayanan yang diberikan oleh petugas loket pendaftaran, perawat, dokter, dan petugas loket obat di unit rawat jalan Puskesmas Kabupaten Cirebon. Penelitian ini menggunakan metode kuantitatif dengan pendekatan cross sectional. Tujuan dari penelitian ini adalah diketahuinya gambaran kepuasan kerja petugas maupun kepuasan pelanggan Puskesmas serta hubungan antara keduanya. Data diolah melalui analisis univariat, bivariat, multivariat, dan dengan menggunakan diagram kartesius (Importance Performance Analysis). Hasil penelitian menyarankan bahwa untuk meningkatkan kepuasan kerja petugas Puskesmas dan kepuasan pelanggan hendaknya pihak terkait seperti Kepala Puskesmas, Dinas Kesehatan dan Pemerintah Daerah berusaha untuk memenuhi harapan petugas Puskesmas dan pelanggan, antara lain meningkatkan insentif bagi petugas, perbaikan manajemen Puskemas, dan pemenuhan peralatan di Puskesmas. Sedangkan untuk meningkatkan kepuasan pelanggan hendaknya pihak Puskesmas berusaha untuk terus memberikan pelayanan yang terbaik kepada pelanggan dengan berupaya untuk terus meningkatkan kualitas pelayanan, sehingga masyarakat akan puas mendapatkan pelayanan kesehatan di tingkat Puskesmas. Kata kunci: Kepuasan kerja petugas dan kepuasan pelanggan
The study focused into job satisfaction (especially intrinsic and extrinsic’s job satisfaction) among primary healthcare provider and customer satisfaction’s relationship in outpatient’s unit Community Health Centre in Cirebon district. This research used quantitative method with cross sectional approach. The data was processed with univariate, bivariate and multivariate analysis using Cartesius diagram. The researcher suggests that Puskesmas, Health district office, District Government should improve the service quality by implementation quality assurance programme in health center (such as Puskesmas accreditation or Pusksmas ISO), remuneration payment system, leadership and management capacity building also medical and non medical equipment availability. Key word: Job satisfaction and customer satisfaction
Minimum Standard Services (MSS) can be used as an indicator to cover citizen’s rights of essential health service. Furthermore, MSS in women’s labour is expected to be in a certain quality and quantity standards to reduce MMR. Rawamerta Public Health centre reported in 2019, 77.9% and 68.95% achievement in K1 and K4, respectively. These figures are well below the acceptance target of 100%. This study aims to analyze the quality of SPM implementation in Antenatal services at Rawamerta Public Health Center with qualitative methods in concordance with Donabedian’s quality evaluation theory. Research informants were determined by purposive and snowballing sampling. Data collection performed with in-depth interviews, observations, and document reviews. Data analysis was performed descriptively and converted to a narrative. Rawamerta’s structure, process, and outcome to achieve MSS were evaluated. It is found that Rawamerta Public Health Center quality is still below the MSS standards.
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
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)
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)