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Manda Hafni Permana; Pembimbing: Syahrizal; Penguji: Dumilah Ayuningtyas, Dian Ayubi, Verry Adrian, Dicky Alsadik
Abstrak:
Provinsi DKI Jakarta memiliki berbagai isu kesehatan, salah satunya yaitu Triple Burden Disease, dimana Penyakit Menular (PM) masih tinggi, kemudian adanya peningkatan Penyakit Tidak Menular (PTM), ditambah dengan adanya Penyakit Infeksi Emerging (PIE)/ Re-Emerging dan/atau New Emerging. Kementerian Kesehatan RI menyatakan bahwa PIE mendapat perhatian khusus karena dampaknya yang cukup serius baik dari sisi kesehatan maupun sosial ekonomi, terlebih di era digital dan globalisasi saat ini. Seiring dengan perkembangan situasi dan kondisi pandemi, maka ditetapkannya Status Tanggap Darurat Bencana Wabah COVID-19 di Provinsi DKI Jakarta Tahun 2020 memerlukan inovasi dalam peningkatan kualitas pelayanan publik dan peningkatan capaian kinerja dari setiap SKPD/UKPD. DKI Jakarta terbukti telah menerima banyak penghargaan salah satunya dinobatkannya sebagai Provinsi Terinovatif pada Tahun 2020, namun inovasi bidang Kesehatan yang masuk dalam Top 99 Inovasi Pelayanan Publik hanya sebesar 2%. Oleh karena itu, diperlukan analisis mendalam terkait implementasi inovasi bidang kesehatan terhadap kualitas layanan di masa pandemi COVID-19. Jenis penelitian ini yaitu mix method dengan menggunakan metode gabungan kuantitatif dan kualitatif secara bersamaan dengan tipe kombinasi Sequential Explenatory. Variabel independent meliputi kepemimpinan, budaya inovasi, pelatihan sumber daya, saluran komunikasi, jaringan dan kemitraan, penghargaan, kompleksitas dan keuntungan relatif, persepsi kegunaan, dan kemudahan penggunaan, serta variabel dependen yang terdiri dari aspek kualitas dengan pendekatan struktur, proses, dan output. Penelitian dilakukan di Puskesmas dalam Naungan Dinas Kesehatan Provinsi DKI Jakarta pada bulan Mei-Juni 2021. Lokasi Penelitian di Puskesmas dalam Wilayah 5 Kota di Provinsi DKI Jakarta. Analisis data yaitu menggunakan analisis univariat, bivariat (Chi Square), dan multivariat dengan regresi logistik. Hasil penelitian didapatkan kualitas layanan kesehatan masa pandemi sudah cukup baik yaitu sebesar 71,8%. Hasil analisis didapatkan adanya hubungan antara faktor implementasi inovasi dan pemanfaatan teknologi informasi bidang kesehatan terhadap kualitas layanan masa pandemi COVID-19 di Puskesmas Provinsi DKI Jakarta Periode Tahun 2020-2021 yaitu pada variabel kepemimpinan, budaya inovasi, jaringan dan kemitraan, serta penghargaan. Adapun variabel yang paling dominan adalah kepemimpinan yang berinteraksi dengan variabel penghargaan yaitu dengan nilai OR=7,64
DKI Jakarta Province has several health challenges, one of which is Triple Burden Disease, in which Communicable Diseases (CD) remind high, then Non Communicable Diseases (NCD) are increasing, besides Emerging Infectious Diseases (EID)/ ReEmerging and/ or New Emerging. According to the Republic of the Indonesia Ministry of Health, PIE got special attention due to its serious impact on health and socioeconomics, particularly in the current digital era and globalization. Along the development of the situation and conditions of the pandemic, the Emergency Response Status for the COVID-19 Outbreak of the DKI Jakarta Province in 2020 requires innovation in improving the quality of public services and health care. DKI Jakarta Province has received many awards, one of which is the most innovative province. However, innovations in the health sector that are include in the top of 99 public service innovations are only 2%. Therefore, an in-depth analysis is needed regarding innovations in the health sector on the quality of services during the COVID-19 Pandemic. This type of research is mix method by using a combination type Sequential Explenatory. The independent variables include leadership, innovation culture, resource training, communication channels, networks and partnerships, rewards, complexity and relative advantage, perceived usefulness, and perceive ease of use, as well as the dependent variable consisting of aspects of quality with a structure, process, and output approach. The research was conducted at Community Health Center and DKI Jakarta Health Office in Mei-June 2021. The research locations in The Community Health Center in 5 Regencies at DKI Jakarta Province. Data analysis used univariate, bivariate (Chi Square) and multivariate with logistic regression. The result showed that the quality of health services during the pandemic was quite good about 71,8%. The results of the analysis found that there was a relationship between the factors of implementating innovation and the utilization of information technology in the health sector on the quality of services during the COVID-19 pandemic at the DKI Jakarta Provincial Health Center for the 2020-2021 Period are leadership, innovation culture, network and partnership, and reward. The most dominant variable is leadership which is interact with reward with OR value 7,64.
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DKI Jakarta Province has several health challenges, one of which is Triple Burden Disease, in which Communicable Diseases (CD) remind high, then Non Communicable Diseases (NCD) are increasing, besides Emerging Infectious Diseases (EID)/ ReEmerging and/ or New Emerging. According to the Republic of the Indonesia Ministry of Health, PIE got special attention due to its serious impact on health and socioeconomics, particularly in the current digital era and globalization. Along the development of the situation and conditions of the pandemic, the Emergency Response Status for the COVID-19 Outbreak of the DKI Jakarta Province in 2020 requires innovation in improving the quality of public services and health care. DKI Jakarta Province has received many awards, one of which is the most innovative province. However, innovations in the health sector that are include in the top of 99 public service innovations are only 2%. Therefore, an in-depth analysis is needed regarding innovations in the health sector on the quality of services during the COVID-19 Pandemic. This type of research is mix method by using a combination type Sequential Explenatory. The independent variables include leadership, innovation culture, resource training, communication channels, networks and partnerships, rewards, complexity and relative advantage, perceived usefulness, and perceive ease of use, as well as the dependent variable consisting of aspects of quality with a structure, process, and output approach. The research was conducted at Community Health Center and DKI Jakarta Health Office in Mei-June 2021. The research locations in The Community Health Center in 5 Regencies at DKI Jakarta Province. Data analysis used univariate, bivariate (Chi Square) and multivariate with logistic regression. The result showed that the quality of health services during the pandemic was quite good about 71,8%. The results of the analysis found that there was a relationship between the factors of implementating innovation and the utilization of information technology in the health sector on the quality of services during the COVID-19 pandemic at the DKI Jakarta Provincial Health Center for the 2020-2021 Period are leadership, innovation culture, network and partnership, and reward. The most dominant variable is leadership which is interact with reward with OR value 7,64.
T-6140
Depok : FKM-UI, 2021
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Intan Rachmita Sari; Pembimbing: Besral; Penguji: Adang Bachtiar, Puput Oktamianti, Winne Widiantini, Verry Adrian
Abstrak:
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Pencapaian SPM merupakan salah satu indikator penilaian kinerja daerah serta dan juga digunakan sebagai bahan untuk perumusan kebijakan pemerintah daerah atau pemerintah pusat. Hasil Pencapaiannya diperhitungkan dalam perhitungan Tunjangan Kinerja Daerah. Oleh karena itu, kualitas data SPM sangatlah penting untuk menjamin akuntabilitas penilaian kinerja pejabat publik. Berdasarkan uraian tersebut peneliti tertarik untuk melakukan penelitian untuk mengetahui bagaimana kualitas Data SPM Bidang Kesehatan Provinsi DKI Jakarta serta faktor-faktor apa saja yang berhubungan dengan kualitas data di Provinsi DKI Jakarta. Metode penelitian yang digunakan adalah penelitian mixed methods dengan menggunakan metode gabungan kuantitatif dan kualitatif secara bersamaan. Sampel penelitian kuantitatif adalah 484 petugas di 44 Puskesmas Kecamatan. Ada 12 indikator SPM yang dinilai kualitas datanya berdasarkan variabel kelengkapan data, ketepatan waktu, akurasi dan konsistensi data. Penelitian kuantitatif dengan desain cross sectional dengan menggunakan kuesioner Penilaian Mandiri Kualitas Data Rutin (PMKDR), sedangankan metode kualitatif menggunakan wawancara mendalam, diskusi terarah dan telaah dokumen. Hasil penelitian kualitas data SPM Bidang Kesehatan Tingkat Kota/Kabupaten Tahun 2019- 2021, yang terdiri dari ketepatan waktu pelaporan, kelengkapan data, akurasi serta konsistensi, didapatkan bahwa rata-rata capaian kinerja output (kualitas data SPM) sebesar 96% dengan variasi 6% di 44 Puskesmas Kecamatan di DKI Jakarta. Hasil studi kuantitatif setelah dikontrol dengan variabel independen yang ada, SDM Pengelola Data SPM, SOP Pengelolaan Data SPM, Dukungan/Regulasi Pimpinan, Pelatihan/Bimtek SDM, Pemanfaatan Data dan Monitoring Evaluasi Pengelolaan Data SPM mempengaruhi kinerja output (kualitas data SPM) dengan nilai koefisien determinasi (R Square) menunjukkan nilai 0,185 artinya model regresi yang diperoleh dapat menjelaskan 18,5% variasi variabel kinerja output. Variabel yang paling besar pengaruhnya terhadap penentuan kinerja output adalah Monitoring dan Evaluasi Pengelolaan Data SPM dengan nilai Coefisien B 0,321.
Achievement of Standardize Health Care Delivery (SPM) is one of the regional performance evaluation indicators and is also used as material for the formulation of local government or central government policies. The results of their achievements are taken into account in calculating Regional Performance Allowances. Therefore, the quality of SPM data is very important to ensure accountability in evaluating the performance of public officials. Based on this description, the researcher is interested in conducting research to find out how the quality of SPM data in the DKI Jakarta Province Health Sector and what factors are related to data quality in DKI Jakarta Province. The research method used is mixed methods research using a combination of quantitative and qualitative methods simultaneously. Quantitative research samples were 484 officers in 44 District Health Centers. There are 12 SPM indicators whose data quality is assessed based on the variables of data completeness, timeliness, accuracy and consistency of data. The quantitative study used a cross-sectional design using a Routine Data Quality Self-Assessment questionnaire (PMKDR), while the qualitative method used in-depth interviews, focused discussions and document review. The results of research on the quality of SPM data at the city/district level for 2019-2021, which consist of timeliness of reporting, data completeness, accuracy and consistency, found that the average output performance achievement (SPM data quality) is 96% with a variation of 6%. in 44 District Health Centers in DKI Jakarta. Quantitative study results after controlling for existing independent variables, SPM Data Management HR, Standard Operating Procedure (SOP), Leadership Support/Regulation, Training/Technical Guidance, Data Utilization and Evaluation Monitoring of SPM Data Management affect output performance (SPM data quality) with a coefficient value determination (R Square) shows a value of 0.185, meaning that the regression model obtained can explain 18.5% of the variation in the output performance variable. The variable that has the greatest influence on the determination of output performance is the Monitoring and Evaluation of MSS Data Management with a Coefficient B value of 0.321.
T-6504
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Theresa F. Napitupulu; Pembimbing: Sabarinah Prasetyo; Penguji: Dumilah Ayuningtyas, Sudijanto Kamso, Rosye Arosdiani Apip, Rulliana Agustin
Abstrak:
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Kesembuhan pasien TB merupakan outcome dari pelayanan kesehatan yang berkualitas yang dipengaruhi oleh faktor provider dan customer. Oleh sebab itu penting adanya pemenuhan kebutuhan berdasarkan perspektif faktor tersebut. Tahun 2019, dikembangkan instrumen penilaian kualitas pelayanan TB berdasarkan perspektif pasien (Quote TB Light) dengan sembilan dimensi. Penelitian ini bertujuan mengetahui hubungan kualitas pelayanan kesehatan Tuberkulosis dengan kesembuhan pasien TB. Penelitian menggunakan mix method embedded design yang dilakukan pada empat puskesmas Kota Bandung menggunakan kuesioner (google form) pada 61 pasien TB dan 11 informan (petugas kesehatan) yang dilakukan wawancara mendalam secara online. Hasil penelitian dengan menggambarkan variabel stigma masuk kategori kualitas baik tertinggi (95.1%) dan variabel keterjangkauan finansial kategori kualitas buruk (14.8%) juga terdapat kesenjangan antara perspektif customer dan provider pada variabel keterjangkauan finansial dan infrastuktur. Hasil uji fisher exact menyatakan adanya hubungan kualitas pelayanan kesehatan tuberkulosis dengan kesembuhan pasien TB (p value 0.000). Dengan hasil penelitian, disarankan adanya dukungan infrastruktur terkait ruangan DOTS, tunggu dan Laboratorium yang memadai, Serta pemantauan minum obatyang ruti pada pasien menggunakan media telepon seluler, menetapkan SOP waktu pelayanan TB dan menyediakan anggaran bantuan dana terkait kebutuhan pasien (transportasi dan gizi).
TB patient cure is an outcome of quality health services which is influenced by provider and customer factors. Therefore, it is important to fulfill the needs based on the perspective of these factors. In 2019, an instrument for assessing the quality of TB services was developed based on the patient's perspective (Quote TB Light) with nine dimensions. This study aims to determine the relationship between the quality of Tuberculosis health services and the recovery of TB patients. The study used a mix method embedded design conducted at four Bandung City Health Centers using a questionnaire (google form) on 61 TB patients and 11 informants (health workers) who conducted in-depth online interviews. The results of the study by describing the stigma variable as being in the highest good quality category (95.1%) and the financial affordability variable in the poor quality category (14.8%) there is also a gap between the customer and provider perspectives on the financial and infrastructure affordability variables. Fisher's exact test results stated that there was a relationship between the quality of tuberculosis health services and the cure of TB patients (p value 0.000). With the results of the study, it is recommended that there be infrastructure support related to DOTS rooms, waiting rooms and adequate laboratories, as well as monitoring of routine drug taking in patients using cell phones, setting SOPs for TB service times and providing budget assistance funds related to patient needs (transportation and nutrition).
T-6198
Depok : FKM-UI, 2021
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Muri Maftuchan; Pembimbing : Hafizzurachman; Penguji: Agustin Kusumayati, Wachyu Sulistiadi, Lindawati, Eko Rusdiyantoso
Abstrak:
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Abstrak
Emonev adalah layanan pengiriman laporan online di Direktorat Jenderal BinaUpaya Kesehatan. Diketahui Loyalitas pengguna emonev masih rendah, adanyakeluhan pengguna menunjukan adanya permasalahan dengan kualitas layananyang dapat berpengaruh terhadap loyalitas , Penelitian ini dilakukan untukmengetahui besar pengaruh Kualitas Informasi, Kualitas Interaksi Layanan,Usability dengan kepuasan dan loyalitas pengguna emonev.Lokasi penelitian di Bagian Evapor BUK Kemenkes dengan 119 respondenpengisi laporan. Menggunakan metoda crossectional dengan analisis permodelanstructural Equation Modelling.Pengujian melalui SEM mendapatkan model mempunyai predictive value 58%.Pada hasil korelasi ditemukan Kualitas Interaksi dan Usability terbukti secarasignifikan mampu mempengaruhi variabel Kepuasan sebesar 30%. SedangkanKepuasan terbukti mempengaruhi Loyalitas sebayak 40 %. Sedangkan kualitasinformasi emonev tidak terbukti berpengaruh terhadap kepuasan. Pada hasilanalisis deskriptif bahwa emonev sulit untuk dipelajari dan tidak memiliki fasilitasyang cukup untuk berinteraksi. Kualitas Informasi mempengaruhi secaralangsung terhadap Loyalitas sebesar 18 %, Kualitas Interaksi mempengaruhiKepuasan secara langsung sebanyak 8.5 %. Kualitas Interaksi layananmempengaruhi secara tidak langsung loyalitas sebesar 2.9 %. Usabilitymempengaruhi secara langsung terhadap Loyalitas sebesar 25%.Peningkatan kepuasan dan loyalitas dapat dilakukan dengan mempertahankanfaktor-faktor yang terbukti berpengaruh terhadap kepuasan dan loyalitas danmengintervensi hasil analisis diatas. Hasil model penelitan disimpulkanpemilihan indicator yang kurang tepat maka dari itu diperlukan indikator yanglebih kompleks untuk dapat meningkatkan predictive value model.Emonev is the online report service in the Direktorat Jenderal Bina UpayaKesehatan.
Emonev users Loyalty known is still low, Many user complaintsindicate there were a problems with the quality service that could influence theloyalty, this study was conducted to determine the influence of InformationQuality, Service Quality Interaction, Usability with emonev user satisfaction andloyalty.Location of the study in Subbagian Evaluasi dan Pelaporan BUK MoH with119 respondents. Using a cross-sectional method with analytical modeling ofstructural equation modeling. Through SEM, reseachers get the model that canpredict value 58%. On the results of the correlation analysis found InteractionQuality and Usability proven significantly, influencing Satisfaction by 30%. andSatisfaction shown to affect Loyalty as much as 40%. Information qualitydirectly affects the loyalty by 18%, Interaction Quality Satisfaction directly affectas much as 8.5%. Interaction service quality affects loyalty indirectly by 2.9%.Usability directly influence the loyalty by 25 %.But the Information Quality noproven effect on satisfaction. In the descriptive analysis that emonev hard to learnand does not have adequate facilities to interact.Improving customer satisfaction and loyalty can be done by maintaining theproven factors influence satisfaction and loyalty and intervening on that analysis.Model of election outcomes research concluded that less precise indicatortherefore it required a more complex indicators that could improve the predictivevalue for the model.
T-3997
Depok : FKM-UI, 2013
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Afifa Nur Chabibah; Pembimbing: Agustin Kusumayati; Penguji: Besral, Adang Bachtiar, Widyawati, Jon Henri
Abstrak:
The COVID-19 pandemic and the circular letter from the Ministry of Health Number YR.03.03/III/III8/2020 caused a demand gap for telehealth services, one of which was on the telehealth platform, for example Halodoc (app downloads increased 2x, doctor consultations 10x, health store services 6x, and appointment service 3x); Alodokter (visits and active users increased by 50%), and Grabhealth (consultation requests increased 8x and Covid consultation requests reached 25% of total services) in 2019 to 2020. These changes must pay attention to quality and customer satisfaction because quality telehealth platform services will leads customer to satisfaction and satisfied customers will result in customer loyalty to the telehealth platform services. The purpose of this study was to determine the relationship between service quality and satisfaction to the loyalty of telehealth platform users at Jabodetabek during the COVID-19 pandemic. This research is an observational study with a quantitative analytical research design and a cross sectional study. The results showed that the majority of respondents were less than 25 years old (39.8%); female (69.9%); have a higher education level (81.3%); unemployed (42.7%); high income (55.3%); domiciled in Jakarta (39.0%); using a doctor's consultation (48.8%), using the Halodoc platform (78.0%); using 1-2 times during the COVID-19 Pandemic (52.8%), and were an existing customer (51.2%). 81.7% of respondents felt they had received good service; 84.6% were satisfied; and 63.0% have high loyalty. There is a relationship between service quality and satisfaction (p-value = 0.000; OR 15.2 95%CI: 6.8 – 33.9). Service quality and satisfaction have a relationship with loyalty (p-value 0.000 and 0.001) after being controlled by individual characteristics variables (age, education, occupation, activity, platform, frequency, and duration of use). The most dominant variable was service quality with an OR of 11.4 (96% CI : 3,357 – 39,230). Suggestions that can be given to the government are need to develop guidelines in the implementation of telehealth platform services and cooperate with platform providers; for platform providers, are being able to expand the types of services related to the COVID-19 pandemic, improve user data security guarantee, provide socialization of service excellent to doctors, provide instructions for use and platform issues, and designing attractive menu layouts and colors; while for the community was to further develop the use of telehealth platform services to prevent the transmission of COVID-19 and more participate in providing regarding the needs and quality of telehealth platform services. Key words: platform telehealth, service quality, satisfaction, loyalty
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Pandemi COVID-19 dan surat himbauan Kemenkes Nomor YR.03.03/III/III8/2020 menyebabkan adanya gap permintaan pelayanan telehealth salah satuya pada platform telehealth yaitu Halodoc (kenaikan 2x lipat pengunduh aplikasi, 10x lipat konsultasi dokter, 6x lipat layanan toko kesehatan, dan 3x lipat layanan buat janji); Alodokter (kunjungan dan active user meningkat 50%), dan Grabhealth (8x lipat permintaan konsultasi dan 25% permintaan konsultasi Covid dari total layanan) pada tahun 2019 hingga 2020. Perubahan tersebut harus memperhatikan mutu dan kepuasan pelanggan karena pelayanan platform telehealth yang bermutu akan mengarah pada kepuasan pelanggan dan pelanggan yang puas akan menghasilkan loyalitas pelanggan terhadap pelayanan platform telehealth. Tujuan penelitian ini adalah untuk mengetahui hubungan mutu pelayanan dan kepuasan terhadap loyalitas pengguna platform telehealth di area Jabodetabek selama masa pandemi COVID-19. Penelitian ini merupakan penelitian observasional dengan desain penelitian analitik kuantitatif dan penelitian cross sectional. Hasil menunjukkan mayoritas responden berusia kurang dari 25 tahun (39,8%); berjenis kelamin perempuan (69,9%), tingat pendidikan S1/D4 atau lebih (81,3%) dengan pekerjaan wiraswasta (42,7%) dan pendapatan Rp 5.000.000,00 atau lebih per bulan (55,3%). Domisili paling banyak di Jakarta (39,0 %); aktivitas dan aplikais yang sering digunakan adalah konsultasi dokter (48,8%) dan Halodoc (78,0 %), frekuensi penggunaan sebanyak 1-2 kali selama Pandemi COVID-19 (52,8%) dan merupakan pelanggan lama (51,2%). 81,7% responden merasa telah mendapatkan mutu pelayanan baik; 84,6 % merasa puas; dan 63,0 % memiliki loyalitas tinggi. Terdapat hubungan antara mutu pelayanan dengan kepuasan (p-value = 0,000; OR 15,2 95%CI : 6,8 – 33,9). Mutu pelayanan dan kepuasan memiliki hubungan dengan loyalitas (p-value 0,000 dan 0,001) setelah dikontrol oleh variabel karakteristik individu (usia, pendidikan, pekerjaan, aktivitas, platform, frekuensi, dan lama penggunaan). Variabel yang paling dominan adalah mutu pelayanan dengan OR 11,4 (96% CI : 3,357 – 39,230). Saran yang dapat diberikan kepada pemerintah yaitu perlu menyusun pedoman dalam penyelenggaraan pelayanan platform telehealth dan bekerjasama dengan penyedia platform; bagi penyedia platform yaitu dapat memperluas jenis pelayanan yang berkaitan dengan pandemi COVID-19; meningkatkan jaminan keamanan data pengguna; memberi sosialisasi service excellent pada dokter; memberikan petunjuk penggunaan dan permasalahan platform; dan merancang tampilan desain tata letak menu dan warna yang menarik; sedangkan bagi masyarakat yaitu untuk lebih mengembangkan pemanfaatan pelayanan platform telehealth guna mencegah penularan COVID-19 dan lebih berpartisipasi untuk memberikan masukan terkait kebutuhan dan mutu pelayanan platform telehealth. Kata kunci: platform telehealth, mutu pelayanan, kepuasan, loyalitas
The COVID-19 pandemic and the circular letter from the Ministry of Health Number YR.03.03/III/III8/2020 caused a demand gap for telehealth services, one of which was on the telehealth platform, for example Halodoc (app downloads increased 2x, doctor consultations 10x, health store services 6x, and appointment service 3x); Alodokter (visits and active users increased by 50%), and Grabhealth (consultation requests increased 8x and Covid consultation requests reached 25% of total services) in 2019 to 2020. These changes must pay attention to quality and customer satisfaction because quality telehealth platform services will leads customer to satisfaction and satisfied customers will result in customer loyalty to the telehealth platform services. The purpose of this study was to determine the relationship between service quality and satisfaction to the loyalty of telehealth platform users at Jabodetabek during the COVID-19 pandemic. This research is an observational study with a quantitative analytical research design and a cross sectional study. The results showed that the majority of respondents were less than 25 years old (39.8%); female (69.9%); have a higher education level (81.3%); unemployed (42.7%); high income (55.3%); domiciled in Jakarta (39.0%); using a doctor's consultation (48.8%), using the Halodoc platform (78.0%); using 1-2 times during the COVID-19 Pandemic (52.8%), and were an existing customer (51.2%). 81.7% of respondents felt they had received good service; 84.6% were satisfied; and 63.0% have high loyalty. There is a relationship between service quality and satisfaction (p-value = 0.000; OR 15.2 95%CI: 6.8 – 33.9). Service quality and satisfaction have a relationship with loyalty (p-value 0.000 and 0.001) after being controlled by individual characteristics variables (age, education, occupation, activity, platform, frequency, and duration of use). The most dominant variable was service quality with an OR of 11.4 (96% CI : 3,357 – 39,230). Suggestions that can be given to the government are need to develop guidelines in the implementation of telehealth platform services and cooperate with platform providers; for platform providers, are being able to expand the types of services related to the COVID-19 pandemic, improve user data security guarantee, provide socialization of service excellent to doctors, provide instructions for use and platform issues, and designing attractive menu layouts and colors; while for the community was to further develop the use of telehealth platform services to prevent the transmission of COVID-19 and more participate in providing regarding the needs and quality of telehealth platform services. Key words: platform telehealth, service quality, satisfaction, loyalty
T-6127
Depok : FKM-UI, 2021
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Ajeng Sekartiwi; Pembimbing: Ratu Ayu Dewi Sartika; Penguji: Dian Ayubi, Wachyu Sulistiadi, Yudi Dimyati, Santayana
Abstrak:
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Posyandu memegang peranan penting dalam pemantauan pertumbuhan anak dan pencegahan stunting. Sayangnya, angka kunjungan balita ke posyandu di wilayah kerja Puskesmas Tebet masih rendah dan merupakan yang paling rendah di Kotamadya Jakarta Selatan (64,88%). Berbagai faktor mungkin memengaruhi keputusan orangtua/ keluarga untuk rutin membawa balitanya ke posyandu. Penelitian ini bertujuan untuk mempelajari hubungan antara kepuasan terhadap layanan posyandu dan pemanfaatan posyandu balita di wilayah kerja Puskesmas Tebet. Penelitian ini merupakan penelitian kuantitatif dengan desain cross sectional dengan jumlah sampel 281 ibu/ keluarga balita. Hasil penelitian menunjukkan pemanfaatan posyandu baik didapatkan pada 73% responden. Kepuasan diukur dengan membandingkan kesesuaian kenyataan dan harapan, sebesar 93%. Analisis multivariat menunjukkan ada hubungan antara kepuasan dan perceived need dengan pemanfaatan posyandu balita setelah faktor pengetahuan dan kemudahan akses dikendalikan (p<0,001, OR 3,682). Pemanfaatan posyandu balita di wilayah kerja Puskesmas Tebet masih belum mencapai target. Kepuasan terhadap layanan posyandu sudah tinggi, tetapi masih terkonsentrasi pada kelompok keluarga yang berkunjung ke posyandu secara rutin setiap bulannya. Masih diperlukan upaya untuk menggali lebih dalam faktor kebutuhan/ perceived need terhadap layanan posyandu. Puskesmas Tebet dapat menyusun strategi peningkatan mutu layanan posyandu berdasarkan analisa importance-performance (IPA) dimensi kepuasan dan identifikasi kebutuhan.
Posyandu plays an important role in monitoring children's growth and development. Despite its importance, the Posyandu visit rate in the Tebet PHC area was low and counted as the lowest in South Jakarta (64,88%). Many factors may affect mothers/families to bring under-5 children to Posyandu. This research aimed to study the relationship between satisfaction and posyandu balita utilization in Tebet PHC area. This research was a cross-sectional, quantitative study involving 281 mothers/families. Routine utilization was found among 73% of families. Satisfaction measured by comparing performance and expectation was 93%. Results also show that there is a relationship between satisfaction and posyandu balita utilization (p-value <0,001, OR 3,682). Posyandu utilization is still below target. The satisfaction level is high, but it is still concentrated in a group of families who visit posyandu routinely. More attempt is needed to identify mothers/ family needs and expectations of Posyandu Balita. Further quality improvement strategies can be developed based on the importance-performance analysis (IPA) of the satisfaction dimensions and needs identification.
T-7199
Depok : FKM UI, 2025
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Baiq Qurrata Aini; Pembimbing: Rita Damayanti; Penguji: Dian Ayubi, Atik Nurwahyuni, Purwa Kurnia Sucahya
Abstrak:
Hasil survei kepuasan peserta BPJS Kesehatan terhadap pelayanan klinikyang dilakukan pada tahun 2014 mencapai sekitar 80% dan melampaui targetRoad Map Menuju Jaminan Kesehatan Nasional. Namun, masih banyak keluhanyang disampaikan peserta BPJS Kesehatan seperti yang tertera pada laporanYLKI, situs resmi Kemenpan, dan lain-lain mengenai tidak terpenuhinya harapanmereka. Sehingga, perlu diketahui tingkat harapan peserta BPJS Kesehatanbeserta determinan harapan mereka.Penelitian ini bertujuan untuk mendapatkan informasi mengenaideterminan harapan peserta BPJS Kesehatan terhadap layanan di Klinik PratamaKota Depok Periode Mei Tahun 2016. Penelitian ini mengkombinasikan antarapenelitian kualitatif dengan penelitian kuantitatif. Desain penelitian ini adalahsequential exploratory yang diawali dengan penelitian kualitatif untukmengeksplorasi fenomena dan kemudian dilanjutkan dengan penelitian kuantitatif.Informan pada penelitian kualitatif adalah 12 orang dan responden pada penelitiankuantitatif adalah 203 orang.Hasil penelitian ini adalah tidak ada hubungan antara jenis kelamin, umur,dan pekerjaan dengan tingkat harapan peserta BPJS terhadap layanan di klinikpratama Kota Depok periode Mei tahun 2016. Sedangkan, variabel yang memilikihubungan dengan tingkat harapan peserta BPJS terhadap layanan di klinikpratama Kota Depok periode Mei tahun 2016 antara lain, pendidikan, personalneeds, word-of-mouth, dan past experience. Faktor yang paling dominanmempengaruhi tingkat harapan peserta BPJS terhadap layanan di klinik pratamaKota Depok periode Mei tahun 2016 adalah personal needs. Artinya, apabilafrekuensi kunjungan Peserta BPJS Kesehatan untuk berobat ke suatu klinik ketikasakit semakin tinggi, maka skor harapan peserta BPJS Kesehatan akan naiksemakin tinggi.Kata Kunci: harapan peserta BPJS Kesehatan, personal needs, past experience,words-of-mouth
The result of BPJS customer satisfaction survey in primary clinic in 2014was 80%, which means it achieved Road Map to Jaminan Kesehatan Nasionaltarget. However, there are still many complaints from the BPJS customer asshown in YLKI report and in Kemenpan official website regarding unfulfillmentof their expectation. Therefore, we needs to know the determinants and their levelof expectation.This study aim to determine information about the determinant of memberof BPJS Kesehatan expectation to the service of primary clinic in Depok Cityperiod May 2016. This study is combined qualitative and quantitative study.Design of this study is sequential exploratory, which is started by qualitative studyto explore the phenomena and then followed by quantitave study. Number ofinforman in qualitative study is 12 and number of respondent in quantitative studyis 203.The result of this study is there is no correlation between gender, age, andoccupation with the level of respondent expectation. There is correlation betweenlevel of education, personal needs, word-of-mouth, and past experience with thelevel of respondent expectation. The most dominant factor that influences thelevel of respondent expectation is personal needs, which means the higherrespondent frequency to visit primary clinic to get treatment when sick, the higherlevel of respondent expectation.Keyword: member of BPJS Kesehatan expectation, personal needs, pastexperience, words-of-mouth
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The result of BPJS customer satisfaction survey in primary clinic in 2014was 80%, which means it achieved Road Map to Jaminan Kesehatan Nasionaltarget. However, there are still many complaints from the BPJS customer asshown in YLKI report and in Kemenpan official website regarding unfulfillmentof their expectation. Therefore, we needs to know the determinants and their levelof expectation.This study aim to determine information about the determinant of memberof BPJS Kesehatan expectation to the service of primary clinic in Depok Cityperiod May 2016. This study is combined qualitative and quantitative study.Design of this study is sequential exploratory, which is started by qualitative studyto explore the phenomena and then followed by quantitave study. Number ofinforman in qualitative study is 12 and number of respondent in quantitative studyis 203.The result of this study is there is no correlation between gender, age, andoccupation with the level of respondent expectation. There is correlation betweenlevel of education, personal needs, word-of-mouth, and past experience with thelevel of respondent expectation. The most dominant factor that influences thelevel of respondent expectation is personal needs, which means the higherrespondent frequency to visit primary clinic to get treatment when sick, the higherlevel of respondent expectation.Keyword: member of BPJS Kesehatan expectation, personal needs, pastexperience, words-of-mouth
T-4711
Depok : FKM-UI, 2016
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Enny Nuryanti; Pembimbing: Besral; Penguji: Kusdinar Ahmad, Dia Ayubi, Imron Cahyono, Melzan Dharmayuli
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
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T-4955
Depok : FKM-UI, 2017
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Try Any Widyastuti; Pembimbing: M. Hafizurrachman; Penguji: Amila Megraini, Mohamad Ihsan Ramdani, Lindawati
Abstrak:
Pelayanan kesehatan yang bermutu saat ini sudah menjadi tuntutan semuapihak, termasuk masyarakat sebagai pengguna jasa, dengan bertambahnyagolongan masyarakat yang mampu, berpendidikan, dan menguasai informasi,masalah mutu pelayanan menjadi tuntutan mutlak. Adapun faktor yang dominanyang mempengaruhi mutu pelayanan kesehatan di rumah sakit adalah sumberdaya manusia. Perawat merupakan ujung tombak baik-tidaknya pelayanankesehatan yang diberikan karena selama 24 jam perawat selalu berinteraksidengan pasien. Keluhan (complain) dari pelanggan merupakan indikator darikurangnya kualitas pelayanan yang diberikan.
Penelitian ini bertujuan untuk mengetahui pengaruh langsung dan tidaklangsung serta besarannya antara kepuasan kerja, komitmen organisasi, danorganizational citizenship behavior (OCB) terhadap kuaitas layanan perawat diRSUD dr. H Abdul Moloek Provinsi Lampung. Metode penelitian adalahobservasional dengan rancangan cross sectional melalui analisis SEM-PLS. Populasinya adalah seluruh tenaga perawat yang bekerja di RSUD dr.H AbdulMoloek sebanyak 555 orang.
Sampel pada penelitian ini adalah perawat yangbekerja di bagian rawat inap sebanyak 90 orang (rule of thumb)Hasil penelitian menunjukan ada pengaruh langsung antara kepuasan kerjaterhadap kualitas layanan perawat sebesar 11,46%, ada pengaruh langsungkomitmen organisasi terhadap kualitas layanan perawat sebesar 38,09%, adapengaruh langsung antara OCB terhadap kualitas layanan perawat sebesar30,46%, ada pengaruh langsung komitmen organisasi terhadap OCB sebesar61,34%, ada pengaruh langsung kepuasan kerja terhadap komitmen organisasisebesar 57,6%, dan pengaruh kepuasan kerja terhadap OCB adalah bersifat tidaklangsung, yaitu melalui mediasi komitmen organisasi yaitu sebesar 17,65%.
Penulis menyarankan agar pihak manajemen rumah sakit selalu menjagaserta meningkatkan komitmen organisasi perawat yang memiliki pengaruhterbesar terhadap kualitas layanan, selain itu perlu memperhatikan perilaku OCBpada perawat sehingga diharapkan perilaku ini dapat menjadi suatu budayaorganisasi yang akan berdampak positif bagi mutu pelayanan di RSUD dr.HAbdul Moloek Provinsi Lampung.Kata Kunci :Kualitas Layanan, Organizational Citizenship Behavior (OCB), KomitmenOrganisasi, Kepuasan Kerja, SEM-PLS.
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Penelitian ini bertujuan untuk mengetahui pengaruh langsung dan tidaklangsung serta besarannya antara kepuasan kerja, komitmen organisasi, danorganizational citizenship behavior (OCB) terhadap kuaitas layanan perawat diRSUD dr. H Abdul Moloek Provinsi Lampung. Metode penelitian adalahobservasional dengan rancangan cross sectional melalui analisis SEM-PLS. Populasinya adalah seluruh tenaga perawat yang bekerja di RSUD dr.H AbdulMoloek sebanyak 555 orang.
Sampel pada penelitian ini adalah perawat yangbekerja di bagian rawat inap sebanyak 90 orang (rule of thumb)Hasil penelitian menunjukan ada pengaruh langsung antara kepuasan kerjaterhadap kualitas layanan perawat sebesar 11,46%, ada pengaruh langsungkomitmen organisasi terhadap kualitas layanan perawat sebesar 38,09%, adapengaruh langsung antara OCB terhadap kualitas layanan perawat sebesar30,46%, ada pengaruh langsung komitmen organisasi terhadap OCB sebesar61,34%, ada pengaruh langsung kepuasan kerja terhadap komitmen organisasisebesar 57,6%, dan pengaruh kepuasan kerja terhadap OCB adalah bersifat tidaklangsung, yaitu melalui mediasi komitmen organisasi yaitu sebesar 17,65%.
Penulis menyarankan agar pihak manajemen rumah sakit selalu menjagaserta meningkatkan komitmen organisasi perawat yang memiliki pengaruhterbesar terhadap kualitas layanan, selain itu perlu memperhatikan perilaku OCBpada perawat sehingga diharapkan perilaku ini dapat menjadi suatu budayaorganisasi yang akan berdampak positif bagi mutu pelayanan di RSUD dr.HAbdul Moloek Provinsi Lampung.Kata Kunci :Kualitas Layanan, Organizational Citizenship Behavior (OCB), KomitmenOrganisasi, Kepuasan Kerja, SEM-PLS.
T-4079
Depok : FKM UI, 2014
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Gabe Gusmi Aprilla; Pembimbing: Rachmadi Purwana; Penguji: Dumilah Ayuningtyas, Dian Ayubi, Nur Indah, Aliyah Cendanasari
Abstrak:
Pada tahun 2017 dan 2018, Puskesmas Kecamatan Cakung telah melakukan orientasi asuhan mandiri pemanfaatan TOGA dan akupresur kepada 77 orang kader dari 5 kelurahan yaitu Penggilingan, Pulo Gebang, Jatinegara, Ujung Menteng dan Cakung Barat. Dalam kurun waktu 3-6 bulan selesai orientasi, diharapkan kader membentuk kelompok asuhan mandiri. Namun baru terbentuk satu kelompok asuhan mandiri yaitu di RW 01 Kelurahan Penggilingan, sehingga peneliti tertarik untuk menganalisa hubungan faktor demografi dan motivasi terhadap partisipasinya. Penelitian ini menggunakan data primer dengan mengisi kuisioner. Desain penelitian ini menggunakan pendekatan kuantitatif non eksperimen dengan desain cross sectional. Hasil penelitian diperoleh sebagian besar kader asuhan mandiri berstatus ibu rumah tangga, menikah, berusia > 46 tahun, berpendidikan menengah, pendapatan < UMP DKI tahun 2020 dan lama kerja < 5 tahun. Sebagian besar motivasi rendah 39 orang (60%) dan sisanya motivasi tinggi 26 orang (40%) dan partisipasi rendah 33 orang (50,8%) dan sisanya partisipasi tinggi 32 orang (49,2%). Faktor lama kerja kader asuhan mandiri > 5 tahun dapat meningkatkan 4 kali partisipasi, sedangkan penghargaan meningkatkan 0,1 kali.
Kesimpulan: lama kerja > 5 tahun dan penghargaan meningkatkan partisipasi kader asuhan mandiri.
Saran: perlu bantuan bibit tanaman obat tradisional, pelatihan berjenjang dan berkala, pembinaan berkala, studi banding, penilaian kelompok asuhan mandiri dan family gathering untuk meningkatkan motivasi kader asuhan mandiri
In 2017 and 2018, the Cakung Community Health Center has given self care orientation using the herbal garden and acupressure for 77 cadres from 5 subdistrict namely Penggilingan, Pulo Gebang, Jatinegara, Ujung Menteng and West Cakung. Within 3-6 months of orientation, community health worker are expected to form self care groups. However, only one self care group was formed, namely in the Penggilingan sub-district, so the researchers were interested in analyzing the relationship between demographic factors and motivation of self care community health worker and their participation. This study uses primary data by filling out questionnaires. The research design used a non-experimental quantitative approach with a cross sectional design. The results showed that most of them were housewives, married, > 46 years old, middle school education, income < minimum wage DKI and length of work < 5 years. Most of the low motivation 39 people (60%) and the remaining high motivation 26 people (40%) and low participation 33 people (50.8%) and the remaining high participation 32 people (49.2%). The length of work factor > 5 years increased participation 4 times, while the reward motivation increased 0.1 times.
Conclusions : length of work and rewards for increasing participation.
Suggestions : need for seed herbal plant, training, supervision, study tours, competitions the self care group and family gatherings to increase motivation for self care community health worker
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Kesimpulan: lama kerja > 5 tahun dan penghargaan meningkatkan partisipasi kader asuhan mandiri.
Saran: perlu bantuan bibit tanaman obat tradisional, pelatihan berjenjang dan berkala, pembinaan berkala, studi banding, penilaian kelompok asuhan mandiri dan family gathering untuk meningkatkan motivasi kader asuhan mandiri
In 2017 and 2018, the Cakung Community Health Center has given self care orientation using the herbal garden and acupressure for 77 cadres from 5 subdistrict namely Penggilingan, Pulo Gebang, Jatinegara, Ujung Menteng and West Cakung. Within 3-6 months of orientation, community health worker are expected to form self care groups. However, only one self care group was formed, namely in the Penggilingan sub-district, so the researchers were interested in analyzing the relationship between demographic factors and motivation of self care community health worker and their participation. This study uses primary data by filling out questionnaires. The research design used a non-experimental quantitative approach with a cross sectional design. The results showed that most of them were housewives, married, > 46 years old, middle school education, income < minimum wage DKI and length of work < 5 years. Most of the low motivation 39 people (60%) and the remaining high motivation 26 people (40%) and low participation 33 people (50.8%) and the remaining high participation 32 people (49.2%). The length of work factor > 5 years increased participation 4 times, while the reward motivation increased 0.1 times.
Conclusions : length of work and rewards for increasing participation.
Suggestions : need for seed herbal plant, training, supervision, study tours, competitions the self care group and family gatherings to increase motivation for self care community health worker
T-6051
Depok : FKM-UI, 2021
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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