Pengalaman Pasien (Patient Experience) di Poli Kandungan RSU Amelia

Nadiah Askar, Dr. dr. Hanevi Djasri, MARS, FISQua

2026 | Tesis | MAGISTER KEBIJAKAN DAN MANAJEMEN KESEHATAN

Pergeseran paradigma pelayanan kesehatan menuju patient centered care menjadikan pengalaman pasien (patient experience) sebagai indikator penting dalam penilaian mutu pelayanan. Berbeda dengan kepuasan pasien yang menilai hasil akhir, patient experience menekankan proses pelayanan yang dialami pasien secara langsung, termasuk aspek komunikasi, dukungan emosional, kenyamanan, dan keterlibatan pasien. Pelayanan di poli kandungan memiliki karakteristik khusus karena pasien sering berada dalam kondisi emosional yang lebih rentan, sehingga kualitas interaksi antara tenaga kesehatan dan pasien menjadi faktor yang sangat menentukan dalam membentuk pengalaman pelayanan.

Penelitian ini bertujuan untuk menggambarkan patient experience pasien pada layanan Poli Kandungan RSU Amelia, mengidentifikasi dimensi pengalaman pasien dengan penilaian tertinggi dan terendah, serta menganalisis hubungan antara karakteristik pasien dengan patient experience dan menentukan karakteristik pasien yang paling dominan berhubungan dengan patient experience. 

The paradigm shift in healthcare services toward patient-centered care has positioned patient experience as a key indicator in assessing service quality. Unlike patient satisfaction, which focuses on outcomes, patient experience emphasizes the care process directly experienced by patients, including aspects of communication, emotional support, comfort, and patient involvement. Obstetrics and gynecology services have unique characteristics, as patients are often in more emotionally vulnerable conditions, making the quality of interaction between healthcare providers and patients a crucial factor in shaping the overall care experience.

This study aims to describe the patient experience of patients receiving services at the Obstetrics and Gynecology Outpatient Clinic of Amelia General Hospital, to identify the dimensions of patient experience with the highest and lowest ratings, and to analyze the relationship between patient characteristics and patient experience, as well as to determine the most dominant patient characteristics associated with patient experience.

Kata Kunci : patient experience, poli kandungan, mutu pelayanan, pelayanan rawat jalan, Picker Patient Experience Questionnaire