Abstrak: ABSTRAK Saat ini mutu pelayanan rumah sakit di Indonesia masih rendah. Salah satu outcome dari layanan kesehatan selain kesembuhan pasien adalah kepuasan pasien. Salah satu cara atau metode yang dianggap cukup objektif dalam mengukur kepuasan pasien adalah Metode Servqual (Service Quality), dimana dibuat penilaian untuk mengukur kepuasan pasien terhadap mutu pelayanan dengan lima dimensi mutu yaitu tangible, reliability, responsiveness, assurance, dan empathy. Penelitian dilakukan untuk meningkatkan kepuasan pasien terhadap pelayanan rawat inap di RS PON. Penelitian menggunakan desain kuantitatif dan kualitatif. Sampel penelitian menggunakan quota sampling 92 orang dan 1 orang informan. Pengumpulan data dilakukan melalui kuesioner dan wawancara mendalam. Hasil penelitian yaitu nilai rata-rata kepuasan pasien adalah 76,88. Karakteristik pasien yang berhubungan dengan kepuasan pasien rawat inap yaitu pendidikan (p value 0,001) dan karakteristik yang tidak berhubungan dengan kepuasan pasien adalah pekerjaan (p value 0,814) dan cara pembayaran (p value 1,00). Reputasi berhubungan kepuasan pasien (p value 0,001) dan pengalaman tidak berhubungan dengan kepuasan pasien (p value 0,005). Variabel yang paling dominan yaitu pendidikan. Kepuasan pasien khususnya rawat inap belum sesuai dengan indikator mutu rawat inap berdasarkan Kementerian Kesehatan dan RS PON yaitu kepuasan pasien sebesar ≥ 90. Saran yaitu hendaknya melakukan edukasi dan penjelasan informasi menyesuaikan dengan tingkat pendidikan pasien, melakukan pengukuran tingkat kepuasan pasien yang mencakup penampilan fisik rumah sakit dan kebersihan, melakukan pelatihan bagi petugas tentang cara menanggapi keluhan pasien yang baik. Kata kunci: kepuasan, rawat inap, rumah sakit Nowadays the service quality of hospital in Indonesia is still low. One of the health service outcomes beside patient recovery is patient satisfaction. One of the methods which is considered quite objective in measuring patient satisfaction in Servqual method (Service Quality), which is made the assessment to measure patient satisfaction towards service quality with fifth quality dimensions such as tangible, reliability, responsiveness, assurance, and emphaty. This research is conducted to increase patient satisfaction towards inpatient service in National Brain Hospital. This research use quantitative and qualitative designs. The sample use the quota sampling for 92 respondens and one informan. The data collection were taken by questionnaire and indepth interview. The research result is showed that the mean value of patient satisfaction is 76,88. The patient characteristics which are associated with patient satisfaction is the education (p value 0,001). The patient characteristic which are not associated with patient satisfaction are occupation (p value 0,814) and payment (p value 1,000). The reputation is associated with patient satisfaction (p value 0,001) and patient experience is associated with patient satisfaction (p value 0,005). The dominant variable is education. Patient satisfaction especially inpatient ward has not matched with the inpatient quality indicators based on Ministry of Health that patient satisfaction is ≥ 90. The recommendation is to conduct the education and information explanation based on education level, measure patient satisfaction level include physical environment of hospital and cleanliness, do training for health workers the way to respond the patient complaints. Key words: satisfaction, inpatient, hospital

Abstrak: Akreditasi Puskesmas dan ISO Pemeriksaan Kesehatan Haji adalah alat untuk meningkatkan mutu pelayanan kesehatan haji di puskesmas. Kenyataannya belum diketahui tingkat kepuasan pasien jemaah haji berdasarkan status akreditasi dan ISO Pemeriksaan Kesehatan Haji puskesmas di Provinsi DKI Jakarta. Penelitian ini menggunakan metode penelitian kuantitatif dengan rancangan cross sectional. Sampel diambil dengan Estimasi Proporsi Sampel Acak Stratifikasi 154 pasien jemaah haji pada 4 kategori puskesmas. Pengumpulan data dengan menggunakan kuesioner. Data dianalisis dengan uji anova dan dilengkapi dengan analisis diagram kartesius. Hasil penelitian menunjukkan ada perbedaan rata-rata kepuasan pasien jemaah haji diantara keempat kategori puskesmas (p=0.0005) dimana rata-rata kepuasan tertinggi adalah puskesmas terakreditasi, selanjutnya puskesmas tersertifikasi ISO Pemeriksaan Kesehatan Haji, puskesmas terakreditasi dan tersertifikasi ISO Pemeriksaan Kesehatan Haji dan puskesmas belum terakreditasi dan belum tersertifikasi ISO Pemeriksaaan Kesehatan Haji. Perlu adanya akreditasi pada semua puskesmas dan bagi puskesmas yang telah terakreditasi terus meningkatkan perbaikan pada aspek pelayanan di kuadran A. Kata kunci: Akreditasi , ISO, Kepuasan pasien Accreditation of Primary Health Center and ISO Hajj Health Examination are tools to improve Hajj health service quality. The reality is not yet known the level of patient satisfaction of pilgrims based on accreditation and ISO Hajj Health Examination primary health center in DKI Jakarta Province. This research used quantitative research method with cross sectional design. Samples were taken by Random Sample Stratification Proportion Estimated of 154 hajj pilgrims in four categories of primary health center. Data collection used questionnaire. Data was analyzed by ANOVA test and completed with Cartesian diagram analysis. The result of the research showed that there was a difference of average of satisfaction in patient pilgrims among the four categories of health centers (p = 0.0005) in which the highest average of satisfaction was the health center accredited, then health center certified ISO Hajj Medical Examination , health center accredited and certified ISO Medical Examination Hajj and health centers have not been accredited and has not been certified ISO Hajj Health Examination. The need for accreditation at all primary health centers and accredited primary health centers keep continous improvement the service aspect in quadrant A. Keywords: Accreditation, ISO, Patient satisfaction

Abstrak: Perkesmas adalah upaya kesehatan yang terintegrasi dengan semua upaya kesehatanPuskesmas, ditujukan kepada individu, keluarga, kelompok dan masyarakat untukmencapai kemandirian dalam upaya kesehatannya. Tujuan dari penelitian inimenganalisis secara mendalam mutu pelaksanaan program perkesmas di KabupatenOgan Ilir. Metode penelitian menggunakan pendekatan kualitatif. Informan penelitianadalah Kepala seksi pelayanan kesehatan primer dan pelayanan kesehatan tradisional,Pemegang program Dinas Kesehatan Kabupaten Ogan Ilir, Kepala UPTD PuskesmasTanjung Raja, Kepala UPTD Puskesmas Rantau Alai, Pemegang Program Promkes,Kesling, Kesehatan Ibu Anak dan Keluarga Berencana, Pemegang Program Pencegahandan Pengendalian Penyakit, Pemegang Program Gizi dan Keluarga Binaan Perkesmas.Metode pengumpulan data menggunakan wawancara, diskusi kelompok terarah,observasi dan telaah dokumen. Hasil penelitian terdiri dari komponen input, proses danoutput. Komponen input, meliputi sumber daya manusia masih belum mencukupi,pelatihan perkesmas belum pernah dilakukan, sarana dan prasarana masih belumlengkap, pendanaan dinilai cukup, kebijakan secara keseluruhan tidak bermasalah.Komponen proses, meliputi perencanaan belum berjalan cukup baik, pengorganisasiansudah optimal, pelaksanaan perkesmas masih banyak kendala, pengawasan belumoptimal. Komponen output perkesmas adalah pencapaian keluarga rawan yang dibinamasih dibawah target. Maka dapat disimpulkan bahwa penyelenggaraan perkesmas diKabupaten Ogan Ilir belum baik.Kata kunci: Perkesmas, Puskesmas, Pendekatan sistem.

---

Public Health Nursing is an effort of health that integrates with all health communitycenter, aimed for individuals, families, groups and communitiesto achieve independence in their health endeavors. The purpose of this study toanalyze in depth implementation quality of public health nursing programin Ogan Ilir District. The research method used qualitative approach. The researchinformants were Head of Primary Health Service and Traditional Health ServiceSection, Program Holder of Ogan Ilir District Health Office, Head of Tanjung RajaPublic Health Center, Head of Rantau Alai Public Health Center, Holder HealthPromotion Program, Holder Environmental Health Program, Holder Maternal Childand Family Health Program, Holder of Disease Prevention and Control program,Nutrition program and Family built community health care. Methods of data collectionwere interviews, focus group discussions, observations and document reviews. Theresults consisted of input, process and output components. Input components, includinginsufficient human resources, no public health nursing training, facilities andinfrastructure were incomplete, funding was adequate, overall policy was notproblematic. Components of the process, including the planning had not run wellenough, the organization was good, the implementation of perkesmas were still manyobstacles, and monitoring was not optimal. The component of the output of the publichealth office was the achievement of vulnerable families that developed on below target.So it can be concluded that the implementation of public health nursing in Ogan IlirDistrict has not been good.Keywords: Public health nursing, Public health center, a system approach.