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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)
Selama tahun 2003 - 2005 jumlah kunjungan meningkat namun tidak seimbang dengan laju pertumbuhan penduduk dan pada tahun 2006 jumlah kunjungan pasien bayar ke Puskesmas Wisma Jaya mengalami penurunan. Indikator keberhasilan fungsi puskesmas sebagai pusat pelayanan kesehatan strata pertama antara lain melalui cakupan pelayanan dan kepuasan pasien. Pemanfaatan pelayanan kesehatan oleh masyarakat dipengaruhi oleh faktor kebutuhan terhadap sarana pelayanan kesehatan yang bermutu. Kepuasan paéien bayar atas mutu pelayanan kesehatan yang diselenggarakan oleh Puskesmas Wisma Jaya mempengaruhi pola perilaku pasien bayar selanjutnya untuk mengambil tindakan dengan berniat melakukan kunjungan ulang atau sebaliknya. Penelitian ini bertujuan membuktikan adanya hubungan kepuasan pasien bayar tcrhadap mutu pelayanan dengan minat kunjungan ulang ke Puskesmas Wisma Jaya Kota Bekasi Tahun 2007. Desain penelitian merupakan penelitian analilik dengan pcndekatan cross sectional, yang dilakukan di Puskesmas Wisma Jaya Kota Bekasi. Data dikmnpulkan dengan responden adalah pasien bayar (219 responden) yang berkunjung ke Puskesmas Wisma Jaya Kota Bekasi pada tahun 2007 dengan tehnik consequtive sampling quota. Analisis data menggunakan analisis univariat, bivariat dengan uji chi square dan multivariat dengan Kepuasan pasicn bayar mampu meningkatkan minat pasien bayar untuk mclakukan kunjungan ulang ke Puskesmas Wisma Jaya. Perlunya Pcmcrintah Kota dan Dinas Kesehatan Kota Bekasi mengunakan indikator bcrupa cakupan pelayanan dan kepuasan pasien untuk menilai keberhasilan kinexja puskesmas melalui fungsi puskcsrnas scbagai pusat pelayanan kesehatan strata pertama. Serta rnemprioritas pcrnbangunan fisik, menjaga kebersihan dan penambahan sumber daya manusia khususnya Puskesmas Wisma Jaya sesuai urutan nilai terendah kepuasan perlu menjadi perhatian semua pihak yang terkait. uji regresi logistik ganda. Hasil penelitian menunjukkan bahwa proporsi responden yang berminat melakukan kunjungan ulang ke Puskesmas Wisma Jaya sebesar 93,2%, proporsi responden yang puas terhadap pelayanan kesehatan Puskesmas Wisma Jaya sebesar 53,0%, tersedianya tempat parkir merupakan faktor kepuasan pasien bayar yang memiliki nilai terendah. Ada hubungan yang bermakna antara kepuasan pasien bayar dengan minat kunjungan ulang ke Puskesmas Wisma Jaya setelah mengendalikan variabel-variabel penganggu (variabelpendidikan dan variabel pengeluaran). Kepuasan pasien bayar mempunyai peluang 8,2 kali untuk berminat melakukan kunjungan ulang ke Puskesmas Wisma Jaya sebesar. Kepuasan pasien bayar mampu meningkatkan minat pasien bayar untuk mclakukan kunjungan ulang ke Puskesmas Wisma Jaya. Perlunya Pcmcrintah Kota dan Dinas Kesehatan Kota Bekasi mengunakan indikator bcrupa cakupan pelayanan dan kepuasan pasien untuk menilai keberhasilan kinexja puskesmas melalui fungsi puskcsrnas scbagai pusat pelayanan kesehatan strata pertama. Serta rnemprioritas pcrnbangunan fisik, menjaga kebersihan dan penambahan sumber daya manusia khususnya Puskesmas Wisma Jaya sesuai urutan nilai terendah kepuasan perlu menjadi perhatian semua pihak yang terkait.
During 2003 - 2005, number of customer visits increasing altough uneven with the population growth. Then in 2006, number of charged customer visits to Puskesmas Wisma Jaya had decreasing. Efficacy indicator of Puskesmas to its main function in providing public health services at the bottom level are scope of services type and customer satisfaction. Utilization of health service by society influenced by the need of qualified health service factor. Charged customer’s satisfaction to the quality of health services held by Puskesmas Wisma Jaya influencing their future behavior in having revisit or on the contrary. This research aim to determine the relationship of charged customer’s satisfaction to the quality of health services and revisit interest at Puskesmas Wisma Jaya Bekasi, in year of 2007. Research designed as analytic description research with cross sectional approach. Research held at Puskesmas Wisma Jaya Bekasi. Data collected using consecutive sampling quota from 219 respondent who belong to charged customer whom visiting Puskesmas Wisma Jaya during 2007. Data analysis using univariat analysis, bivariat with chi-square test and multivariate analysis with multiple logistic regression test. The result shows proportion of respondent who interest to revisit Puskesmas Wisma Jaya were 93,2 % in amount. The proportion of charged customer who satisfied with health services held by Puskesmas Wisma Jaya were 53,0 % in amount. The available of parking area become the charged customer’s satisfaction factor which has lowest score. There is significant relation between charged customer’s satisfaction with revisit interest after eliminating and controlling the dummy variable (respondent’s education and expenses). Satisiied charged customer have at 8,2 possibility to revisit Puskesmas Wisma Jaya in possibility value. The satisfaction of charged customer has able to raise their interest in having revisit in the future. Local Government and Local Public Health Service need to use scope of service and customer satisfaction as indicator to asses the efficacy performance of each Puskesmas through their function in providing public health services at the bottom level. Also giving priority in physical development and addition of human resources especially Puskesmas Wisma Jaya on low scored satisfaction indicator.
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.
Puskesmas is one of the first-level types of governments health care services in Indonesia. In 2016 and 2019, occurred a decrease in outpatient visits to the puskesmas by 29,4% in Pariaman. Patiens satisfaction or dissatisfaction with a service will affect subsequent patiens behavior such as product repurchase or revisit interest. This research aims to determine differences in service quality satisfaction in the interest of patients to revisit puskesmas in the Pariaman in 2019. This study design is a cross-sectional and the data was collected from 156 people who had visited the last 3 (three) weeks to the puskesmas in Pariaman. Statistical analysis using chi-square. The research results obtained 88.5% of respondents said they would make a revisit; the highest average satisfaction of respondents is in the empathy dimension that is equal to 88.05%, and the lowest in the reliability dimension that is equal to 84.22%; there are differences in the satisfaction dimensions of responsiveness, and assurance on the respondents' interest in visiting the puskesmas; age, gender, education, and accessibility are confounding on responsiveness and assurance dimensions. The work is only confounding on the assurance dimension.puskesmas is expected to prioritize efforts for improving the pharmacy service, nurse services and and to maintain things that are considered good customers
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.