Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien pada Rawat Inap Paviliun Eksekutif Sukaman RSJPDHK pada proses pemberian pelayanan kesehatan perawatan inap secara komprehensif, termasuk after care, rehabilitasi, dan edukasi kesehatan setelah pasien selesai menjalani rangkaian pengobatan di perawatan inap Paviliun Eksekutif Sukaman RSJPDHK. Studi kepuasan ini mengadopsi penelitian Nickel et al. (2010) dengan menggunakan metode penelitian kuantitatif dan kualitatif. Pengumpulan data utama menggunakan instrumen kepuasan FKP dan wawancara mendalam. Responden penelitian berjumlah 34 orang yang didominasi oleh laki-laki (85,3 persen) dan rentang usia 50--60 tahun (58,8 persen). Cut-off point tingkat kepuasan yang digunakan pada penelitian ini sebesar 75 persen. Tingkat kepuasan terendah terdapat pada komponen edukasi dan tertinggi pada pelayanan oleh perawat. Nilai kepuasan pasien secara rinci pada penerimaan ruang rawat sebesar 79,8 persen, pelayanan oleh dokter 78,5 persen, pelayanan oleh perawat (81,4 persen), penataan ruang rawat dan kegiatan sehari-hari (80,8 persen), after care dan rehabilitasi (77,8 persen), dan komponen edukasi (75,3 persen). Penelitian ini menyarankan perlunya pocket book untuk edukasi dan sosialisasi tata kelola rumah sakit kepada dokter. Kata Kunci : Kepuasan Pasien, Proses, Rawat Inap, Rumah Sakit Jantung

The purpose of this study was to assess level of satisfaction on the In Patient Sukaman Executive Ward of RSJPDHK in a process of delivering the whole comprehensive health services, including after care, rehabilitation, and patient education after the patients had been discharged from that Executive Ward. The satisfaction study written by Nickel et al. (2010) was adopted regarding the quantitative and the qualitative approach. The instrumen that had been used to obtain the quantitative data was FK-P Questioner. The study was conducted on 34 cases that was dominated by (Men 85,3%) within the range of age in between 5060 years old (58,8%), and the Cut-off point for level of satisfaction was 75%. The lowest and the highest level of satisfaction was found on the component of education and the component of nursing care, respectively.  The detail of satisfaction result are: admission (79,8%), physician care (78,5%), nursing care (81,4%), lodging and daily routine (80,8%), after care and rehabilitation (77,8%), and patient education (75,3 %). To improve the quality of services on this Executive Wards this study suggested to produce a pocket book given to either patient or family regarding the patient education and forming the hospital governance as a new culture of this hospital . Keywords : Patient Satisfaction, Process, In-Patient, Cardiovascular hosital

Kepuasan pasien adalah perasaan kecewa atau senang seseorang yang mucul setelah membandingkan antara persepsi/kesannya terhadap kinerja atau hasil suatu produk/harapanharapannya. Hal ini merupakan tanggungjawab seluruh stakeholder rumah sakit untuk meningkatkan service quality yang terdiri dari 5 aspek yaitu tangible, reability, responsiveness, assurance, empathy. Kelima aspek ini dipengaruhi oleh banyak hal seperti karakteristik individu seperti usia, jenis kelamin, penghasilan, tingkat pendidikan, dan pekerjaan. Penelitian ini bertujuan untuk mengetahui informasi yang tepat mengenai kepuasan pasien yang telah dirawat di Instalasi Paviliun Kartika Jakarta Pusat Periode November 201. Pengukuran tingkat kepuaasan pasien ini mengadopsi dari konsep service quality menurut Parasuraman melalui penilaian diri sendiri. Penelitian ini mengunakan pendekatan kuantitatif dengan rancangan longitudinal prospektif survey dengan responden sebanyak 125 pasien rawat inap serta 40 staf manajemen. Hasil penelitian ini adalah proporsi responden yang puas terhadap pelayanan rawat inap di Paviliun Kartika sebesar 61,6% sedangkan yang tidak puas sebesar 38,2%, serta ada hubungan yang signifikan antara kepuasan pasien dengan usia responden yang lebih muda/produktif dimana usia produktif mempunyai kepuasan 2,15 kali lebih tinggi daripada orang yang berusia tua/tidak produktif. Selain itu ditemukan faktor-faktor yang menjadi prioritas utama (Kuadran A) dalam meningkatkan kepuasan pelanggannya, terutama pasien rawat inap yang meliputi dimensi Tangible yaitu Kebersihan dan kesejukan ruang apotek. Saran dari temuan ini adalah mengupayakan meningkatkan kualitas pelayanan khususnya di ruang rawat inap melalui pemantauan dan evaluasi tingkat kepuasan pasien secara berkesinambungan sehingga akan meningkatkan derajat kepuasan di Paviliun Kartika nantinya.

Patient satisfaction is a feeling disappointed or happy person which comes after comparing between the perception / impression of the performance or results of a product / expectations. It is the responsibility of all hospital stakeholders to improve service quality consisting of five aspects: tangible, reability, responsiveness, assurance, empathy. These five aspects are influenced by many things such as individual characteristics such as age, gender, income, level of education, and employment. This study aims to determine the precise information regarding the satisfaction of patients who had been treated at the Central Jakarta Kartika Pavilion Installation Period November 201. Measurement of levels of these patients kepuaasan adopted from the concept of service quality by Parasuraman through self-assessment. This study uses a quantitative approach to the design of a prospective longitudinal survey with 125 respondents as inpatients and 40 management staff. The results of this study was the proportion of respondents are satisfied with inpatient care at Kartika Pavilion by 61.6% while those not satisfied by 38.2%, and no significant relationship between patient satisfaction with younger respondents age / productive where age has 2.15 times higher satisfaction than those over the age old / unproductive. Besides the factors found to be the main priority (Quadrant A) in improving customer satisfaction, especially inpatients that includes Tangible dimension of Hygiene and coolness of the pharmacy space. It is seek advice from the findings to improve the quality of service, especially in the inpatient space through monitoring and evaluation of patient satisfaction on an ongoing basis so that it will increase the degree of satisfaction at the Pavilion Kartika later.

Patient satisfaction is one of indicators to measure efficacy of hospital service and giving feedback for the side of management, because service satisfaction will give positive effect of hospital promotion. Background of this research is the existence of trend increasing customer complain both indirect and direct (suggestion box) which are collected by marketing department during 2005 until one semester of 2007 and the existence of trend lowering amount of outpatient where their medical costs is given by company based on data which is collected by medical record department during 2005 until 2007 and also lowering amount of new outpatient during 2006 until 2007 at Coroner and Venous Hospital of Harapan Kita (RSJPD). Purpose of this research is finding te-exploiting enthusiasm of outpatient unit by patient which is evaluated of satisfaction factor at the place of patient acceptance, satisfaction at the place of patient Service, satisfaction at the place of cashier and service cost factor.