Persepsi pasien terhadap kualitas pelayanan di Unit Rawat Jalan RSUD Ulin Banjarmasin

RALIN, Ronny, Sri Werdati, SKM.,M.Kes

2004 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar Belakang: Rumah Sakit Umum Daerah Ulin Banjarmasin terletak di pusat kota Banjarmasin. Keterlambatan pelayanan dan keluhan pelanggan di unit rawat jalan menyebabkan perlu dilaksanakannya penelitian tentang kepuasan pelanggan di Instalansi Rawat Jalan RSUD Ulin Banjarmasin. Metode Penelitian: Tujuan penelitian ini adalah: (1) mengidentifikasi persepsi pasien terhadap kualitas pelayanan kesehatan pada poliklinik penyakit dalam, bedah umum, mata, syaraf dan THT di unit rawat jalan RSUD Ulin Banjarmasin, (2) menganalisis kepuasan pasien antara tingkat harapan pada dimensi mutu menurut pasien dengan tingkat pelaksanaan pada lima poliklinik. Penelitian ini adalah penelitian observasional dengan rancangan survey-cross-sectional. Teknik penentuan jumlah sampel menggunakan tabel Krejcie, sedangkan sampling diambil dari unit rawat jalan sebanyak 335 orang dibagi lima poliklinik secara proporsional. Hasil Penelitian: Pelayanan rawat jalan pada loket pendaftaran masih kurang memuaskan pasien, karena jadwal pelayanan pemeriksaan tidak sesuai dengan papan informasi yang terdapat di poliklinik. Tingkat kesesuaian harapan dan pengalaman pasien dari kelima dimensi yaitu, reliability, responsiveness, assurance, empathy, dan tangibles dengan menggunakan diagram cartesius, maka ketidakpuasan pasien terdapat pada dimensi reliability dan responsiveness di poliklinik bedah umum, sedangkan pada poliklinik penyakit dalam, syaraf, THT, dan mata adalah dimensi reliability. Kesimpulan: Dimensi reliability dengan factor; (a) prosedur penerimaan pasien yang cepat dan tepat, (b) pelayanan pemeriksaan, pengobatan dan perawatan yang cepat dan tepat, (c) jadwal pelayanan RS dijalankan dengan tepat, (d) prosedur pelayanan tidak berbelit-belit dalam pelaksanaannya tidak sesuai dengan apa yang diharapkan pasien pasien di kelima poliklinik. Dimensi responsiveness dengan faktor (a) kemampuan dokter dan perawat untuk cepat tanggap dalam menyelesaikan keluhan pasien, (b) petugas memberikan informasi yang jelas dan mudah dimengerti, (c) tindakan cepat pada pasien yang membutuhkan, hanya dipoliklnik penyakit bedah umum tidak sesuai dengan harapan pasien.

Background: District General Hospital of Ulin, Banjarmasin, located in South Kalimantan. The complain of patients in outpatient department and delayed for public service, its caused was conducted to study of patients satisfaction in outpatient department Methods: The aims of study were: (1) to identify patient perception as service health quality in patients of medical and surgical disease, neurology disease, ophthalmology disease, and ears-nose-throat in Outpatient Departments (2) to analyze expectation of patients satisfaction and dimension quality of the performance in five outpatients departments. The study design was observational with survey-cross-sectional method. The decision of sample number used Krejcie table was 335 patients and divided into proportional sample for five outpatient departments. Results: The outpatient department serviced in admission counter still was felt dissatisfaction for the patients, was caused by the examination service schedule inappropriate with information board at outpatient department. The level of significant of expectation and patient’s experience from five dimensions, consist of; reliability, responsiveness, assurance, empathy, and tangibles by using Cartecius Diagram, were dissatisfaction of patients were in reliability and responsiveness dimensions. Actually for reliability dimension there were in outpatient departments of internal/medical disease, neurology disease, ear-nosethroat disease and ophthalmology disease. Conclusions: Reliability dimension factors consist of; (a) patient admission procedure were rapidly and exactly, (b) examination, treatment and nursing service care which rapidly and exactly, (c) the exactly of performance on hospital services schedule, (d) service procedure uncomplicated, those activities were unexpected by patients at five outpatient departments. The Responsiveness dimensions with some factors; (a) the ability of physician’s and nurse’s to response rapidly for solving of patient’s complain, (b) the official employees gave information were clearly and easily was understood, (c) responsiveness rapidly for patients needed.

Kata Kunci : Manajemen Rumahsakit,Kualitas Layanan,Persepsi Pasien, Service quality, dimension quality and service satisfaction.