Persepsi Pasien Askeskin dan Askes Terhadap Pelayanan Kesehatan di Puskesmas Kota Tais Kabupaten Seluma Propinsi Bengkulu

PURWANTO, Ken, Prof. dr. Hari Kusnanto, DrPH

2008 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar Belakang: Puskesmas sebagai unit pelaksana teknis tingkat pertama dalam pelaksanaanya masih di jumpai banyak kendala. Sebagian besar masyarakat merasa kurang puas terhadap pelayanan kesehatan yang diberikan.Di Puskemas Kota Tais terdapat masalah tentang pelayanan yang dilaksanakan oleh petugas terhadap pasien Askeskin dan pasien Askes, hal ini terlihat dari banyaknya keluhan yang disampaikan oleh masyarakat setempat. Tujuan Penelitian: Mengetahui harapan dan kenyataan pelayanan kesehatan bagi pasien Askeskin dan pasien Askes dari berbagai dimensi mutu. Metode Penelitian: Jenis penelitian dengan metode cross Sectional dengan pengambilan sampel non-probabiliti sampling. Data mengenai karakteristik responden menggunakan analisa univariat dengan menggunakan statistik deskriptif. Data mengenai perbedaan mean dan gap antara harapan dan kenyataan pasien yang menggunakan kartu Askeskin dan kartu Askes menggunakan analisa Bivariat dan independent sample t-test. Hasil Penelitian: Ada perbedaan yang signifikan terhadap harapan mutu pelayanan kesehatan, pasien Askeskin lebih tinggi dibandingkan dengan Askes. Pada dimensi mutu tangibles, reliability, responsiveness, emphaty, terdapat perbedaan yang signifikan antara pasien Askeskin dan Askes.sedangkan pada dimensi assurance tidak ada perbedaan. Sedangkan pada kenyataan mutu pelayanan kesehatan antara pasien Askeskin dan Askes tidak terdapat perbedaan yang signifikan. Pada dimensi mutu tangibles, reliability, responsiveness, assurance tidak ada perbedaan yang signifikan antara pasien Askeskin dan Askes. Namun pada dimensi mutu emphaty terdapat perbedaan yang signifikan antara pasien Askeskin dan Askes. Pada perbedaan (Gap) antara harapan dan kenyataan pada pasien Askeskin dan Askes dipengaruhi oleh faktor tingkat pendidikan dan umur. Kesimpulan: Faktor tingkat pendidikan dan umur mempengaruhi persepsi terhadap mutu pelayanan yang diberikan oleh Puskesmas, sehingga GAP antara pasien Askeskin dan Askes terdapat perbedaan.

Background : Primary Health Care as the first level technical operator, still have to deal with many operational difficulties. Mostly, people were dissatisfied by its services at the Tais Primary Health Care, the problems occured regarding services given to patients with Askeskin an Askes bearer, it shown by numbers of complaint that were filed. Purpose : The purpose of this research is to learn the expectations and the reality of health services been given for Askeskin and Askes patients from various quality dimension. Method : This is a cross sectional research with non probability sampling for its sample collected. Data concerning respondents characteristic were univariat analyzed using descriptive statistic. Data concerning the mean and gap differences between expectation and reality from patient using Askeskin and Askes card were analyzed using bivariat and independent ttest sample. Result: There was a significant differences on health service quality expectation, Askeskin patients have higher expectation than Askes patients. On the quality dimension tangibles, reliability, responsiveness, empathy, there was also a significant differences between Askeskin and Askes patients but on the assurance dimension no differences was found. On the reality, no significant differences were found on the health service quality between Askes patients. But on the empathy quality dimension a significant differences was found. The gap differences between expectation on reality of Askeskin and Askes patients were influenced by factors of their education level and age. Conclusion: Factors of education level and age were influencing patients perception on services quality been treated to them by primary health care, therefore the gap between Askeskin and Askes patients have had differences.

Kata Kunci : Mutu Layanan Kesehatan, Harapan, Kenyataan, Pasien Askeskin, Primary Health Care, Health Service Quality, Expectation and Reality.