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Along with the increasing number of Covid-19 cases in Indonesia, the Government of Indonesia has provided telemedicine services for Covid-19 self-isolated patients since July 2021. However, in practice there were many complaints from Covid-19 patients. Complaints such as long drug delivery, difficulty in redeeming prescription drugs and doctors who are less responsive. Complaints are a form of gap between patient expectations and the reality of services. The purpose of this study is to analyze the quality of telemedicine services for self-isolated Covid-19 patients in Jabodetabek using the E-SERVQUAL approach. This research method is Mixed Method Sequential Exploratory, where qualitative data collection will be carried out first and then quantitative data collection with a cross-sectional design will be carried out at last. Informants in this study were 8 people who were collected by in-depth interviews and observations, and 137 respondents were collected through online questionnaires with purposive sampling and accidental sampling methods. The results showed that there are all dimensions of service quality that need to be improved, namely the dimensions of ease of use, design template, responsiveness, personalization, and assurance. The results of this study found that good service quality can increase user satisfaction and loyalty with each significance value of 0.000 (p <0.05); the level of loyalty is higher on satisfied users (p-value=0.000); and in mutlivariate test Loyalty level was higher on good service quality (p-value=0.037) and satisfied users (p-value=0.048) after controlled by other variables. The conclusion of this study is that telemedicine services for self-isolated Covid-19 patients in Jabodetabek are pretty good, but there are still some attributes that need to be improved on the overall dimensions.
Background: Self-isolation is a new approach for asymptomatic mild symtoms for COVID-19 patients. Complaints from as much as 5% of COVID-19 self-isolating patients at Puskesmas Kecamatan Kebayoran Baru should be followed up by analyzing the level of patient satisfaction and the determinant factors, as part of continuous improvement in handling COVID-19. Methodology: This research is a quantitative with cross sectional design, conducted at the Puskesmas Kecamatan Kebayoran Baru starting from June to July 2020. Data was collected by electronic survey on COVID-19 self-isolating patients. Results: The satisfaction index for self-isolating patients was 3.51. The dimensions of empathy and assurance have the highest satisfaction index (3.61), while the physical dimension is the lowest satisfaction index (3.33). Determinants of patient satisfaction include education (p value=0.018: OR=2.277), income (p value=0.000: OR=0.192), psychosocial conditions (p value=0,000: OR=3.054), and situational conditions (p value=0,000: OR=4,225). The dominant factor that affects patient satisfaction is the situational condition. Conclusion: COVID-19 sef-isolation patients satisfaction in Puskesmas Kecamatan Kebayoran Baru is categorized in the category of good quality services. The determinants of service satisfaction for COVID-19 self-isolation patients are consistent with pre- pandemic conditions on income, psychosocial, and situational variables.
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)