HUBUNGAN MUTU PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN RAWAT INAP DI RSUD dr. RASIDIN PADANG

Abstract

ABSTRACT

Quality is a concept that is applied and practiced in the same way and style in every situation. RSUD dr. Rasidin Padang is a type C government-owned hospital with minimal facilities. The purpose of this study was to determine the relationship between the quality of health services and the level of satisfaction of  inpatients at dr. Rasidin Padang. The design of this study was a cross-sectional analytic survey. The population was all inpatients at dr. Rasidin as many as 48 people taken by total sampling. The results showed that 64.6% of respondents expressed dissatisfaction with health services, 70.8% of respondents stated that the quality of health services was not good, 64.6% of respondents stated that they were not good with physical evidence (Tangibles), 62.5% of respondents said they were not Good for reliability (reliability), 64.6% of respondents said they were not good at responsiveness (Responsiveness), 58.3% of respondents said they were not good at assurance (Assurance), and 64.6% of respondents said they were not good at empathy (Emphaty) . Variables that have a significant influence on service quality with the level of patient satisfaction (pvalue = 0.001), physical evidence (pvalue = 0.028), reliability (pvalue = 0.001), responsiveness (pvalue = 0.028), assurance (pvalue = 0.007), empathy (pvalue = 0.028). It is recommended that the relevant agencies conduct a patient satisfaction survey at least once a year by utilizing the existing suggestion box.

Keyword: Patient Satisfaction Level, Quality of Health Services

ABSTRAK

Mutu merupakan suatu konsep yang diterapkan dan dipraktikan dengan cara dan gaya yang sama pada setiap keadaan. RSUD dr. Rasidin Padang merupakan rumah sakit milik pemerintah tipe C yang minim dengan fasilitas. Tujuan penelitian ini adalah mengetahui hubungan mutu pelayanan kesehatan dengan tingkat kepuasan pasien rawat inap di RSUD dr. Rasidin Padang. Desain penelitian ini adalah survey analitik cross-sectional. Populasi adalah seluruh pasien rawat inap di RSUD dr. Rasidin sebanyak 48 orang yang diambil secara total sampling. Hasil penelitian menunjukan bahwa 64,6% responden menyatakan tidak puas terhadap pelayanan kesehatan, 70,8% responden menyatakan mutu pelayanan kesehatan tidak baik, 64,6% responden menyatakan tidak baik terhadap bukti fisik (Tangibles), 62,5% responden menyatakan tidak baik terhadap kehandalan (Reability), 64,6% responden menyatakan tidak baik terhadap daya tanggap (Responsiveness), 58,3% responden menyatakan tidak baik terhadap jaminan (Assurance), dan 64,6% responden menyatakan tidak baik terhadap empati (Emphaty). Variabel yang mempunyai pengaruh secara signifikan terhadap mutu pelayanan dengan tingkat kepuasan pasien (pvalue=0.001), bukti fisik (pvalue=0.028), kehandalan (pvalue=0.001), daya tanggap (pvalue=0.028), jaminan (pvalue=0.007), empati (pvalue=0.028). Disarankan kepada instansi terkait untuk melakukan survey kepuasan pasien minimal satu kali dalam setahun dengan memanfaatkan kotak saran yang sudah ada.

Kata Kunci: Tingkat Kepuasan Pasien, Mutu Pelayanan Kesehatan