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Tesis ini membahas hubungan mutu fungsional layanan kesehatan dan minat pasien kembali menggunakan layanan rawat inap RSIA Buah Hati tahun 2009. Penelitian ini menggunakan metode cross sectional dengan pendekatan kuantitatitf Penilaian Mutu fimgsional layanan diukur berdasarkan dimensi servqual yang disesuaikarf dengan keadaan di RSIA Buah Hati. Dari penelitian didapatkan bahwa secara statistik ada hubungan bermakna antara mutu iimgsional layanan rawat inap RSIA Buah hati dengan minat pasien kernbali, dengan dimensi assurance dan responsiveness sebagai variabel dominan dan variabel penganjur sebagai variabcl perancu _ Faktor yang memiliki nilai kepuasan pasien terendah adalah perawat menunnm posisi dan cara menyusukan bayi, perawat memastikan pelaksanaan IMD, petugas mempromosikan asi ekslusiil petugas tidak membuat pasien menunggu terlalu lama, petugas memiliki sikap yang bersahabat dan murah senyurn, petugas memberikan penjelasan yang dibutuhkan pasien, kejelasan informasi pemakaian atau kegunaan obat oleh petugas, dan keluhan pasien diberikan tanggapan, sehingga perlu ditingkatkan ketrampilan petugas untuk menangani masalah yang dihadapi pasien dan berorientasi terhadap pelanggan. Kata Kunci: Mutu iimgsional Layanan Kesehatan, Minat Pasien kembali menggunakan layanan rawat inap
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
For hospital patients, quality health services are not only felt by recovering from physical illness but also regarding patient satisfaction with the attitudes, knowledge and skills of health workers in providing services and the availability of adequate facilities and infrastructure. Patients will be satisfied if the service they receive at least equals or exceeds patient expectations. Meanwhile, the patient feels dissatisfied if the service he receives does not match the patient's expectations. Based on the achievement data of quality indicators at Bakti Timah Mentok Hospital in 2022, there are several quality indicators that have not reached the target. In addition, the number of JKN patient visits at the outpatient installation at Bakti Timah Mentok Hospital in 2020-2022 has also decreased. The purpose of this study was to describe patient satisfaction and interest in revisiting JKN patients at the outpatient installation at Bakti Timah Mentok Hospital in 2023. The study design was cross sectional with a sample size of 120 people. Statistical analysis using Chi Square test or Fisher Exact test. Based on statistical tests to see the relationship between the characteristics of the respondents and the interest in repeat visits, it was found that all of the characteristics of the respondents had p value > 0.05, which means that there was no significant relationship between the characteristics of the respondents and the interest in repeat visits. While the results of statistical tests between respondents' satisfaction on the Tangibles dimension and intention to revisit, it is known that p value > 0.05, which means that there is no significant relationship between respondent's satisfaction on the Tangibles dimension and intention to revisit. And the results of statistical tests between respondents' satisfaction on the dimensions of Reliability, Responsiveness, Assurance and Empathy with interest in repeat visits are known to be p value ≤ 0.05, which means that there is a significant relationship between respondents' satisfaction in the dimensions of Reliability, Responsiveness, Assurance and Empathy with interest in repeat visits. The relationship between patient satisfaction as a whole resulted in p value ≤ 0.05, which means that there is a significant relationship between patient satisfaction and interest in repeat visits. The results of the mapping of service elements in the Cartesian diagram show that 5 (five) service elements are in quadrant A, which means they are a top priority for improvement efforts. The five elements of service are the condition of the patient's waiting room, the availability of medical devices, the availability of types of laboratory examinations, the availability of drugs in the hospital pharmacy installation and the presence of doctors according to the service schedule. Therefore, the Bakti Timah Mentok Hospital must pay more attention to service elements that have not provided maximum satisfaction to patients.
Kunjungan Puskesmas Sarolangun mengalami penurunan selama 3 tahun terakhir. Survey awal yang dilakukan didapatkan hasil kepuasan pasien terhadap mutu layanan yang diberikan sebesar 40 %. Sementara menurut Petugas Puskesmas Sarolangun mereka mengganggap telah memberikan pelayanan dengan baik dan memuaskan. Untuk itu perlu dilakukan penelitian tentang perbedaan persepsi antara pasien dengan petugas tentang mutu layanan yang diberikan. Hasil penelitian diperoleh persepsi antara pasien dengan petugas dari dimensi tangible hampir sama, kecuali dalam hal prosedur pelayanan , rata-rata persepsi pasien lebih rendah dibandingkan dengan persepsi petugas dan perbedaan ini bermakna secara statistic. Dimensi reliability , persepsi antara pasien dengan petugas hampir sama, kecuali dalam hal penjelasan informasi tentang penyakit pasien dan sistim adminisrasi puskesmas rata-rata persepsi pasien lebih rendah dibandingkan dengan persepsi petugas dan perbedaan ini bermakna secara statistik. Persepsi pasien dan petugas dari dimensi responsibility ada perbedaan yang signifikan secara statistik, terutama pertanyaan mengenai kecepatan petugas menangani keluhan, petugas selalu memberi kemudahan saat melayani dan waktu tunggu yang cepat. Persepsi pasien dengan petugas untuk dimensi assurance terlihat ada perbedaan yang signifikan secara statistik pada pertanyaan mengenai keramahan kesabaran kesopanan dan pemeriksaan sebelum menyerahkan resep. Persepsi Kepuasan pasien dengan petugas dari dimensi empaty tidak bermakna secara statistik kecuali untuk pertanyaan mengenai perhatian petugas secara individua, persepsi pasien lebih rendah dibandingkan persepsi petugas. Dari hasil Fokus Grup Diskusi pada dua kelompok petugas terhadap komponen yang bermakna didapatkan hasil bahwa penyebab yang menjadi latar belakang perbedaan adalah perbedaan faktor individual petugas dan pasien , suasana lingkungan kerja ,beban kerja serta keterbatasan sarana dan kewenangan yang dimiliki. Hasil Penelitian diatas dapat disarankan kepada Puskesmas Sarolangun perlu meningkatkan mutu layanan terutama pada aspek dimensi Responsiveness dan assurance, serta berusaha memecahkan masalah yang menjadi latar belakang penyebab perbedaan seperti hasil Fokus Grup Diskusi.
Sarolangun health center visits declined during the last 3 years. Initial survey of patient satisfaction results obtained for the quality of services provided by 40%. Meanwhile, according to officials they consider Sarolangun Health Center has provided good service and satisfying. For that we need to do research on the differences between patients with the officer's perception about the quality of services provided. The results obtained among patients with the officer's perception of the tangible dimension is almost the same, except in the case of service procedures, patient perception of the average lo-wer than the perceptions of officers and this difference was statistically significant. The dimen-sions of reliability, the perception among patients with officers about the same, except in terms of explanation and information about the patient's disease clinic system adminisrasi patient's per ception of the average lower than the perceptions of officers and this difference was statistically significant. Patient's perception of the dimension of responsibility and the officers there was a statistically significant difference, especially questions about the speed of handling complaints officer, the officer always provide convenience when serving and waiting times are fast. Perceptions of patients with officers for assurance dimension appears there was a statistically significant difference on the question of patience, politeness and friendliness checks before handing the recipe. Patient satisfaction with the officer's perception of the dimension empaty not statistically significant except for the question regarding the officer's attention by individual, lower than the patient's perception of officers of perception. From the results of Focus Group Discussions in two groups of workers against the significant components showed that the cause of the difference is the difference in background factors and the patient's individual officers, the atmosphere of work environment, workload and limited means and authority possessed. The results of the above studies can be recommended to the Health Center Sarolangun need to improve the quality of services especially in the dimensions Responsivnes and assurance, as well as trying to solve a problem the background causes of differences such as the Focus Group Discussion.
Tesis ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi minat pemanfaatan kembali pelayanan kesehatan gigi dan mulut di UPTD Puskesmas Kecamatan Pontianak Tenggara tahun 2013. Penelitian ini merupakan penelitian analitik secara kuantitatif dengan desain cross sectional. Sampel terdiri dari 112 ibu rumah tangga yang berdomisili di wilayah UPTD Puskesmas Kecamatan Pontianak Tenggara.
Hasil penelitian menunjukkan bahwa faktor yang mempengaruhi minat pemanfaatan kembali pelayanan kesehatan gigi dan mulut UPTD Puskesmas Kecamatan Pontianak Tenggara adalah pengetahuan (OR=7.821) dan kepuasan (OR= 3.122), sedangkan sikap, aksesibilitas, dan jenis pembiayaan tidak menunjukkan hubungan yang bermakna terhadap minat pemanfaatan kembali pelayanan kesehatan gigi dan mulut di UPTD Puskesmas Kecamatan Pontianak Tenggara.
This thesis aims to determine the factors that influence the intention of returning oral health services at UPTD Puskesmas Kecamatan Pontianak Tenggara in 2013. This research is quantitative analytic cross sectional design. The sample consisted of 112 housewives who live in the area UPTD Puskesmas Kecamatan Pontianak Tenggara. The results showed that the factors that affect the intention of returning oral health care UPTD Puskesmas Kecamatan Pontianak Tenggara is knowledge (OR = 7,821) and satisfaction (OR = 3.122), whereas the attitude, accessibility, and type of financing did not show a significant relationship to the intention of returning of oral health services at UPTD Puskesmas Kecamatan Pontianak Tenggara.
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)