KELUHAN PASIEN DI RUMAH SAKIT UMUM DAERAH PASAR REBO, JAKARTA TIMUR (ANALISIS DATA SEKUNDER: WEB SURVEY)
AISYAH HARAHAP, Dr. dr. Mubasysyir Hasanbasri, MA; Dr. dr. Andreasta Meliala, M.Kes., MAS
2016 | Tesis | S2 Ilmu Kesehatan MasyarakatLatar belakang: Penelitian ini dilakukan untuk mengukur kepuasan pasien melalui identifikasi keluhan pasien yan akan digunakan sebagai dasar untuk mendukung perubahan sistem layanan kesehatan. Diharapkan melalui analisis survei kepuasan pasien yang berkesinambungan akan menghasilkan informasi baik untuk inovasi organisasi maupun sikap personel dengan tujuan peningkatan kepuasan pasien dan peningkatan mutu layanan kesehatan. Tujuan: untuk mengetahui berbagai tema keluhan yangdisampaikan pasien, diketahuinya respon dari pihak terkait di RSUD Pasar Rebo, serta diketahuinya aktor yang terlibat di dalam pemecahan masalah dan solusi apa yang dibahas dalam berita onlie pada RSUD Pasar Rebo. Metode yang digunakan dalam penelitian ini adalah kualitatif dengan penelusuran web survey. Sampel penelitian adalah 15 berita yang bersumber dari web terpercaya Metode: Jenis penelitian ini adalah penelitian kualitatif. Penelitian kualitatif adalah metode penelitian yang berlandaskan pada filsafat postpositivisme, digunakan untuk meneliti pada kondisi objek yang alamiah, dimana peneliti adalah sebagai instrumen kunci, pengambilan sampel sumber data dilakukan secara purposive, teknik pengumpulan dengan triangulasi (gabungan), analisis data bersifat induktif/kualitatif dan hasil penelitian kualitatif lebih menekankan makna daripada generalisasi. Hasil dan Pembahasan: Dari hasil penelitian diketahui bahwa keluhan dan permasalahan manajerial lebih mendominasi dibandingkan permasalahan medis sebagai hambatan dalam peningkatan mutu pelayanan kesehatan di RSUD Pasar Rebo. Selanjutnyua respon negatif dari RSUD Pasar Rebo masih sering muncul meskipun diakui respon positif juga disampaikan. Disampaing itu, pihak internal RS masih menjadi aktor yang terlibat di dalam peningkatan kepuasan pasien, sedangkan peran aktor lain tidak sebesar pihak RS. Adapun solusi yang paling banyak dibahas di dalam berita online hanya bersifat normatif yang belum pasti pelaksanaaannya kedepan dan mengurangi permasalahan dan keluhan yang ada.
Background: To measure the satisfaction of patience is commonly made through identifying patience's complaints. It will be used as basis to support the improvement of health service system. It is expected from the survey analysis that the continuous patience's satisfaction will produce good information for organisation to make an innovation or improve personnel behaviour. It is all made aiming to improve patience's satisfaction and improve quality of health services. Objective: To observe various themes of patience's complaints, to understand responses to stakeholders in Pasar Rebo Regional Public Hospital as well as identifying related actors in solving the problems as well as what types of solutions which are delivered in on-line news in Pasar Rebo Regional Public Hospital Method: The approach is qualitative by analysing the web survey surfing. Samples of this research are 15 (fifteen) news from several credible websites Result and discussion: Management complaint's and problems are dominant as the obstacles to improve quality health services in Pasar Rebo Regional Public Hospital compared to medical problems. Moreover, negative responses from Pasar Rebo Regional Public Hospital still exist although positive responses are also considered. Besides that, internal stakeholders in Pasar Rebo Regional Public Hospital are still the most active player to improve patient's satisfaction while other actors are still less dominant. The more frequently solutions which have discusses in online news are mostly normative which is still unclear defined how to implement it in the future to reduce the existing problems and complaints. Conclusion and recommendation: Various problems in Pasar Rebo Regional Public Hospital is actually classic problems which has should be not occurred in regional public hospital that potentially becomes the reference of public national hospital like Cipto Mangunkusumo National Hospital. The current normative and conventional solutions which have been delivered through online website seem insufficient to improve quality of services in Pasar Rebo Regional Public Hospital. The intentions to deliver the prime services are still far from the expectation. As the result, the researcher suggests to improve managerial aspects of delivering health services such as management engineering, utilisation of technology as well as improvement of culture of organisation which is supported by consistent incentives mechanism such as rewards and punishment. Besides that for improving medical treatment, it is done through improving professionalism of doctor. However, the improvement of culture of organisation and professionalism of doctor requires a long time process which should be supported by sufficient medical infrastructure as well as consistent incentives mechanism such as rewards and punishments.
Kata Kunci : Complaints, Pasar Rebo Regional Public Hospital, Web Survey
