IDENTIFIKASI KELUHAN PASIEN DI RUMAH SAKIT UMUM MAGRETI SAUMLAKI MALUKU TENGGARA BARAT

ELISABETH FATLOLON, Prof. dr. Adi Utarini, M.Sc., MPH., Ph.D; dr. Trisasi Lestari, M.Med.SC.

2018 | Tesis | MAGISTER ILMU KESEHATAN MASYARAKAT

Latar belakang: Keluhan Pasien (Patient complain) di rumah sakit sering kali muncul akibat dari buruknya mutu pelayanan di rumah sakit. Keluhan pasien merupakan indikasi ketidak puasan antara pelayanan yang diterima. Beberapa keluhan mungkin tampak biasa saja tetapi sebagian kejadian ada yang merugikan. Rumah Sakit Magreti Saumlaki Maluku Tenggara Barat merupakan satu-satunya rumah sakit yang ada di Saumlaki dengan jumlah kunjungan pasien yang terus mengalami peningkatan. Pelayanan di rumah sakit umum meliputi pelayanan medic dan penunjang medik. Pelayanan medic terdiri dari: perawatan rawat jalan, pelayanan rawat inap, pelayanan gawat darurat, pelayanan operasi pembedahan, pelayanan hemodialisa, pelayanan keluarga berencana. Pelayanan penunjang medic terdiri dari: pelayanan farmasi, pelayanan laboratorium, pelayanan radiologi, pelayanan gizi, pelayanan ambulance dan pelayanan tranfusi darah. Tujuan: Penelitian ini bertujuan untuk mengembangkan sistem manajemen komplain pasien terhadap pelayanan di Rumah Sakit Umum Daerah Saumlaki Maluku Tenggara Barat Metode: Jenis penelitian ini adalah deskriptif dan pengumpulan data menggunakan metode Mixed Method dengan desain QN - ql sequensial, penelitian kuantitatif dengan rancangan cross sectional survey diambil secara probability sampling besar sampel yang digunakan 100 orang pasien. Data diambil dengan teknik observasi dan wawancara mendalam dan kuesioner. Hasil: keluhan pasien dibagi menjadi tiga kategori, yaitu kategori pelayanan klinis, manajemen rumah sakit, dan interaksi antara petugas dengan pasien. Kategori pelayanan klinis memiliki dua dimensi, yaitu mutu pelayanan klinis dan keselamatan pasien. Mutu pelayanan klinis dinilai berdasarkan komponen perjalanan pasien, mutu pelayanan, dan pengobatan. Deskripsi hasil survey untuk masing-masing komponen tersaji.

Background: Hospital patient complaints often result from poor quality of hospital care. The patient complaint is an indication of dissatisfaction with the service received. Some complaints may seem casual but there are complaints caused by adverse events and endanger patient safety. Patient complaints can have implications for individual physicians, hospital institutions, professional organizations, and communities. Purpose: This study aims to identify the types of complaints patients and complaints levels at the General Hospital Magreti Maluku Tenggara Barat and to develop standard operational procedures and the flow in handling patient complaints in General Hospital Magreti Maluku Tenggara Barat. Method: This research uses descriptive research and data collection using Mixed Method method, with quantitative and qualitative sequential design. The population of this study were patients who came to visit and human resources who work in General Hospital Magreti Maluku Tenggara Barat. The method used in determining the sample of the existing population is the technique Probability Sampling. The sample size used for quantitative data collection is 100 patients. Result: The results showed that the types of complaints in General Hospital Magreti Maluku Tenggara Barat include the categories of complaints of treatment and communication, categories of complaints of service access and bureaucracy, categories of financial complaints and quality of health services, categories of complaints of disease diagnoses and hospital environment, and categories of complaints of service quality and safety events, categories of complaints of staff quality and access, categories of complaints of delay and discharge, referral and information complaint categories, categories of employee awareness concerns and patient rights, categories of complaints of misuse of services and confidentiality. Conclusion: The types of complaints at the RSUD Magreti Maluku Tenggara Barat consist of clinical domain complaints, management and relationships. The development of SOP (standard operational procedures) and the flow in handling complaints of patients in hospitals Magreti Maluku Southeast West has begun to be tested.

Kata Kunci : Keluhan, Alur penanganan keluhan, SOP keluhan; management; complaint; patient