Strategi perbaikan mutu pelayanan manajemen terpadu Balita Sakit (MTBS) di Puskesmas Rantau Panjang Kabupaten Merangin-Jambi

MUNTHE, Mahmulsyah, dr. Tjahjono Kuntjoro, MPH,DrPH

2006 | Tesis | S2 Ilmu Kesehatan Masyarakat (Kebijakan dan Manaj.

Latar belakang: Manajemen Terpadu Balita Sakit (MTBS) merupakan suatu pendekatan keterpaduan dalam tatalaksana pengobatan balita sakit yang meliputi upaya promotif, preventif dan kuratif. Untuk menyusun strategi perbaikan mutu pelayanan MTBS di puskesmas Rantau Panjang perlu dilaksanakan pengukuran tingkat kepentingan dan tingkat kepuasan ibu balita terhadap kinerja pelayanan MTBS (performance). Pengukuran mutu pelayanan perlu diterapkan prinsip costumer value yang memenuhi kebutuhan ibu balita. Tujuan Penelitian: menentukan prioritas perbaikan kualitas jasa pelayanan MTBS di puskesmas. Metode penelitian: adalah deskriptif kuantitatif dengan rancangan cross sectional. Subyek penelitian adalah orang tua/ibu balita yang membawa anaknya untuk mendapatkan pengobatan di Puskesmas Rantau Panjang, petugas kesehatan dan stakeholder terkait. Sedangkan instrumen pengukuran tingkat kepentingan dan tingkat kepuasan dengan memakai dua kuesioner yang berisi 20 variabel yang dijabarkan dari kelima dimensi mutu pelayanan (Servqual model). Dilakukan uji T terhadap kelima dimensi tersebut untuk menganalisis perbedaan antara harapan dengan pelayanan yang diterima kemudian disusun di jendela pelanggan (Customer Window) untuk menentukan strategi yang tepat untuk perbaikan mutu pelayanan MTBS. Hasil penelitian: ada kesenjangan antara harapan responden dengan persepsi kualitas pelayanan pada puskesmas Rantau Panjang. Sedangkan dari jendela pelanggan (customer window) perlu perbaikan pada kelima dimensi mutu pelayanan MTBS dengan prioritas pada butir-butir dimensi responsiveness, reliability dan assurance. Kesimpulan: prioritas perbaikan pada prosedur pelayanan MTBS, mentalitas customer service dan peningkatan keterampilan petugas

Background: Integrated management of sick children under five is an integrated approach in medication procedure of sick children under five which consists of promotive, preventive and curative efforts. To set up service quality improvement strategies of sick children under five integrated management at community health center of Rantau Panjang District there is a need to measure importance and satisfaction level of mothers of children under five with service performance of sick children under five integrated management. Measurement of service quality should be based on principles of customer value which fulfills needs of mothers of children under five. Objective: To determine priorities of service quality improvement of sick children under five integrated management at community health center. Method: This was a quantitative descriptive study with cross sectional design. Subject of the study were parents / mothers of children under five who took their children for medication at Rantau Panjang community health center, health staff and related stakeholders. Instruments for the measurement of importance and satisfaction level were questionnaires which consisted of 20 variables detailed from five dimensions of service quality (Servqual Model). T-test was made to those five dimensions to analyze differences between expectation and the service perceived and then the dimensions were put on the customer window to determine suitable strategies for service quality improvement of sick children under five integrated management. Result: There was a gap between respondents' expectation and perception on service quality at Rantau Panjang community health center. Whereas based on customer window some improvements on five service quality dimensions of sick children under five integrated management were needed with priorities on responsiveness, reliability and assurance dimensions. Conclusion: Priorities for improvement should be put on service procedure of sick children under five integrated management, customer service mentality and staff's skills.

Kata Kunci : Layanan Kesehatan,Strategi,Kualitas MTBS,measurement of importance, measurement of satisfaction, strategies of quality improvement