Kepuasan pasien dan efektivitas manajemen keluhan di Rumah Sakit Umum PKU Muhammadiyah Yogyakarta

SYAIFUDIN, dr. Adi Utarini, M.Sc.,MPH.,PhD

2005 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar Belakang: Pergeseran nilai-nilai, norma-norma maupun pola laku dalam masyarakat senantiasa akan mempengaruhi dalam penyediaan pelayanan kesehatan, RS PKU Muhammadiyah Yogyakarta sebagai rumah sakit swasta penyedia pelayanan kesehatan tentu saja akan mengantisipasi perubahanperubahan yang terjadi. Unit Customer service RS PKU Muhammadiyah Yogyakarta dibentuk dalam rangka mengantisipasi perubahan yang terjadi, menjaga kualitas pelayanan dan meningkatkan kepuasan pasien. Penelitian dimaksudkan untuk mengetahui kepuasan pasien dan efektivitas sistem manajemen penanganan keluhan di RSU PKU Muhammadiyah Yogyakarta. Penelitian bertujuan mengukur kepuasan dan mengidentifikasi keluhan pasien, memahami penyebab keluhan, mengetahui cara-cara menyampaikan keluhan, dan mendiskripsikan bagaimana efektivitas penerapan prosedur penanganan keluhan pasien. Hasil penelitian digunakan untuk memberikan masukan pada pihak manajemen, dan unit customer service dalam meningkatkan efektivitas penanganan keluhan dan kepuasan pasien secara umum. Metode: Studi empiris dilakukan terhadap responden internal dan eksternal dengan unit analisis penelitian dari bangsal dan instalasi (rawat jalan dan rawat inap), yang diambil dengan cara convenient sampling. Analisis data kuantitatif dilakukan secara deskriptif berdasarkan hasil pengujian terhadap kuesioner penelitian Servqual dan kuesioner bagian II. Variabel keluhan yang menunjukkan tingkat kepuasan, dianalisis berdasarkan kepuasan pelanggan sesuai dengan model kualitas pelayanan Zeithaml et all., yang sebelumnya telah dilakukan pengujian terhadap validitas dan reliabilitasnnya. Dari kuesioner bagian II dianalisis variabel-variabel penyebab keluhan, cara melakukan keluhan, dan prosedur penanganan keluhan dengan cara menguji data menggunakan distribusi frekuensi. Hasil wawancara dengan responden internal digunakan secara kualitatif untuk mendukung analisis hasil penelitian. Hasil: Hasil empiris menunjukkan: (1) Terdapat kesenjangan antara harapan pelanggan akan rumah sakit bermutu dan persepsi pelanggan terhadap kinerja RS PKU Muhammadiyah. Pelanggan tidak puas terhadap pelayanan rumah sakit pada dimensi berwujud, keandalan, ketanggapan, dan empati, dengan ketidakpuasan terbesar pada dimensi empati; (2) Penyebab keluhan disebabkan oleh waiting time, professional skill, communication, attitude/conduct, dan unmatch patient expectation; (3) Cara menyampaikan keluhan dilakukan melalui lisan dan tertulis; (4) Prosedur penanganan keluhan belum cukup efektif dan masih perlu ditingkatkan; dan (5) Customer Service Unit (CSU) belum diinformasikan dan disosialisasikan dengan baik. Kesimpulan: Sistem manajemen penanganan keluhan di RS PKU Muhammadiyah Yogyakarta masih belum efisien. Prosedur atau praktek penanganan keluhan memerlukan perubahan dan strategi baru yang mampu mencegah dan menurunkan tingkat keluhan. CSU harus lebih diefektifkan dengan memaksimalkan fungsi dan perannya dalam proses penanganan keluhan.

Background: Shift of values, norms as well as behavior in the community will continuously affect health service provision. PKU Muhammadiyah Hospital of Yogyakarta as a private health service provider will definitely anticipate changes. Customer Service Unit of PKU Muhammadiyah Hospital, Yogyakarta is established to anticipate changes that happen, maintain quality of service and increase patient satisfaction. Objectives: The study was meant to identify patient satisfaction and effectiveness of management system in the handling of complaints at PKU Muhammadiyah Hospital. It was intended to measure satisfaction and identify complaints and ways of expressing complaints, and describe the effectiveness of patient complaint-handling procedure implementation. The result of the study was proposed to give input to the hospital management and customer service unit for improving effectiveness in the handling of patients' complaints and satisfaction in general. Methods: An empirical study was conducted to internal and external respondents with unit analysis from wards and installations (outpatient and inpatient) taken by way of convenient sampling method. Quantitative data analysis was done descriptively based on result of test to Servqual research questionnaire and questionnaire part II. Variable of complaints which indicated satisfaction was analyzed according to service quality model proposed by Zeithaml et al. of which its validity and reliability had been tested. Analysis was done to questionnaires part II which consisted of variables of causes of complaints, ways of expressing complaints, and procedures of handling complaints by testing data using frequency distribution. Result of interview with internal respondents was qualitatively used to support analysis of research result. Results: Empirical results showed that: (1) There was a gap between customer expectation of quality hospital and customer perception about the performance of PKU Muhammadiyah Hospital. Customers were dissatisfied with hospital service on dimensions of tangibles, reliability, responsiveness and emphaty, with greatest dissatisfaction on emphaty dimension; (2) Causes of complaints were waiting time, professional skills, communication, attitude/conduct and unmet patient expectation; (3) Complaints were expressed either orally or in written form; (4) Procedure of handling complaints was ineffective and needed impovement; and (5) Customer Service Unit had not been well informed and socialized to the community. Conclusion: Complaint handling management system of PKU Muhammadiyah Hospital of Yogyakarta was inefficient. Procedure or practice of complaint-handling needed changes and new strategies which could overcome and reduce complaints. Customer Service Unit should be made effective by maximizing its function and role in complaint- handling processes.

Kata Kunci : Manajemen Rumah Sakit,Sistem Manajemen Keluhan,Kepuasan Pasien