Ditemukan 2 dokumen yang sesuai dengan query :: Simpan CSV
Hairia Yazid; Pembimbing: Helen Andriani; Penguji: Mardiati Nadjib, Masyitoh, Menur Wahyu Hidayati, Sri Kuswahyuni Edi
Abstrak:
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Latar Belakang : Kunjungan ulang pasien gigi merupakan salah satu hal yang penting dalam keberhasilan perawatan penyakit gigi dan mulut serta pencegahan terhadap terjadinya kasus yang baru. Berbagai upaya telah dilakukan seperti renovasi sarana, edukasi melalui media sosial dan peningkatan skill untuk pelayanan akan tetapi jumlah pasien yang melakukan kunjungan ulang di klinik Pratama Mitra Medis Indonesia (KIMMI) belum sesuai dari angka yang ditargetkan, sehingga penting untuk melakukan evaluasi dan membuat strategi yang tepat dalam meningktkan kunjungan ulang ini. Tujuan: Penelitian ini bertujuan untuk menganalisis pengaruh kepuasan pasien dan edukasi sosial media terhadap kunjungan ulang pasien poli gigi melalui loyalitas pasien sebagai variabel mediasi di klinik Pratama Mitra Medis Indonesia (KIMMI). Metode: Data primer diperoleh dari pengisian kuesioner oleh 103 responden yang melakukan kunjungan ulang ke KIMMI untuk mengerjakan kasus baru. Penilaian variabel kepuasan pasien dengan indikator Reliability, Responsiveness, Assurance, Emphaty dan Tangible, sedangkan variabel edukasi media sosial dinilai dengan indikator Sharing, Presence, Engagement, Reputation, loyalitas pasien dinilai dengan indikator Repeat puschase, paymore, advocate, retention, serta variabel Kunjungan Ulang. Hasil: Hasil analisis bivariat menunjukan semua indikator kepuasan pasien, edukasi media sosial, loyalitas pasien berpengaruh positif dan signifikan terhadap kunjungan ulang. Hubungan kepuasan pasien dan loyalitas pasien memiliki korelasi Pearson yang kuat (0,647), sedangkan edukasi media sosial ke kunjungan ulang berkorelasi lemah (0,377). Peran variabel loyalitas memediasi parsial dalam hubungan kepuasan pasien terhadap kunjungan ulang, dan loyalitas memediasi penuh dalam hubungan edukasi media sosial terhadap kunjungan ulang. Kesimpulan: Faktor-faktor yang berkorelasi kuat dengan kunjungan ulang dipertahankan dan ditingkatkan kualitasnya sedangkan faktor yang berkorelasi lemah seperti edukasi media sosial dapat dilakukan evaluasi agar KIMMI mempunyai penerapan strategi yang optimal dalam meningkatkan kunjungan ulang pasien poli gigi di KIMMI
Background: Repeat dental visits are essential for the success of dental and oral disease treatment as well as for the prevention of new cases. Various efforts have been made, such as facility renovations, social media education, and improving service skills. However, the number of patients returning for follow-up visits at Klinik Pratama Mitra Medis Indonesia (KIMMI) has not met the targeted goals. Therefore, it is important to conduct an evaluation and develop effective strategies to increase these return visits. Objective: This study aims to analyze the influence of patient satisfaction and social media education on repeat dental visits, with patient loyalty as a mediating variable at Klinik Pratama Mitra Medis Indonesia (KIMMI). Methods: Primary data were obtained through questionnaires completed by 103 respondents who returned to KIMMI for new dental cases. The patient satisfaction variable was measured using the indicators of Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The social media education variable was assessed using indicators of Sharing, Presence, Engagement, and Reputation. Patient loyalty was measured through indicators of Repeat Purchase, Pay More, Advocacy, and Retention, along with the Repeat Visit variable. Results: Bivariate analysis showed that all indicators of patient satisfaction, social media education, and patient loyalty had a positive and significant effect on repeat visits. The correlation between patient satisfaction and loyalty was strong (Pearson correlation of 0.647), while the correlation between social media education and repeat visits was weak (0.377). Patient loyalty was found to partially mediate the relationship between patient satisfaction and repeat visits and fully mediate the relationship between social media education and repeat visits. Conclusion: Factors with a strong correlation to repeat visits should be maintained and improved in quality, while weaker factors such as social media education should be evaluated to help KIMMI develop optimal strategies to increase repeat dental visits at its clinic.
T-7266
Depok : FKM-UI, 2025
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Chandra Wirawan; Pembimbing: Adang Bachtiar; Penguji: Puput Oktamianti, Robiana Modjo, Hermain, Zelvy Emmelya Sundari
Abstrak:
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.
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Bagi pasien rumah sakit, pelayanan kesehatan yang berkualitas tidak hanya dirasakan dengan sembuhnya dari penyakit secara fisik namun juga menyangkut kepuasan pasien terhadap sikap, pengetahuan dan keterampilan tenaga kesehatan dalam memberikan pelayanan serta tersedianya sarana dan prasarana yang memadai. Pasien akan puas apabila layanan yang diterimanya setidaknya sama atau melampaui harapan pasien. Sedangkan pasien merasa tidak puas apabila layanan yang diterimanya tidak sesuai dengan harapan pasien. Berdasarkan data capaian indikator mutu di Rumah Sakit Bakti Timah (RSBT) Mentok Tahun 2022, terdapat beberapa indikator mutu yang belum mencapai target. Selain itu angka kunjungan pasien JKN di instalasi rawat jalan RSBT Mentok Tahun 2020-2022 juga mengalami penurunan. Tujuan penelitian ini adalah untuk mengetahui gambaran kepuasan pasien dan gambaran minat kunjungan ulang pada pasien JKN di instalasi rawat jalan RSBT Mentok Tahun 2023. Desain penelitian ini adalah Cross Sectional dengan jumlah sampel sebanyak 120 orang. Analisis statistik menggunakan uji Chi Square atau uji Fisher Exact. Berdasarkan uji statistik untuk melihat hubungan karakteristik responden dengan minat kunjungan ulang didapat hasil seluruh karakteristik responden memiliki p value > 0,05 yang artinya tidak ada hubungan yang signifikan antara karakteristik responden dengan minat kunjungan ulang. Sedangkan hasil uji statistik antara kepuasan responden pada dimensi Tangibles dengan minat kunjungan ulang diketahui p value > 0,05 yang artinya tidak ada hubungan yang signifikan antara kepuasan responden pada dimensi Tangibless dengan minat kunjungan ulang. Dan hasil uji statistik antara kepuasan responden pada dimensi Reliability, Responsiveness, Assurance dan Emphaty dengan minat kunjungan ulang diketahui p value ≤ 0,05 yang artinya ada hubungan yang signifikan antara kepuasan responden pada dimensi Reliability, Responsiveness, Assurance dan Emphaty dengan minat kunjungan ulang. Hubungan kepuasan pasien secara keseluruhan didapat hasil p value ≤ 0,05 yang artinya ada hubungan yang signifikan antara kepuasan pasien dengan minat kunjungan ulang. Hasil pemetaan unsur pelayanan pada diagram Kartesius didapat hasil 5 (lima) unsur pelayanan berada pada kuadran A yang artinya menjadi prioritas utama untuk dilakukan upaya perbaikan. Kelima unsur pelayanan tersebut yaitu kondisi ruang tunggu pasien, ketersediaan alat kesehatan, ketersediaan jenis pemeriksaan di laboratorium, ketersediaan obat di instalasi farmasi rumah sakit dan kehadiran dokter sesuai jadwal pelayanan. Oleh karena itu pihak RSBT Mentok harus lebih memperhatikan unsur-unsur pelayanan yang belum memberikan kepuasan maksimal kepada pasien.
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.
T-6771
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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