Persepsi pasien terhadap mutu pelayanan Balai Pengobatan Umum Puskesmas dengan kunjungan tinggi dan kunjungan rendah di Kota Jambi

TURA, Yulinda Fetri, dr. Kristiani, SU

2006 | Tesis | S2 Ilmu Kesehatan Masyarakat (Kebij. dan Manaj. Pe

Latar belakang: Kualitas pelayanan harus berfokus pada kepuasan pasien, dengan proses perbaikan yang terus menerus. Pelayanan yang bermutu dan memuaskan disebut pelayanan prima. Di Kota Jambi belum pernah dilakukan survei persepsi mutu pelayanan pasien, sehingga kualitas pelayanan puskesmas tidak terpantau. Tujuan penelitian: secara umum adalah untuk mengetahui persepsi mutu pelayanan BP umum puskesmas kunjungan tinggi dan rendah di Kota Jambi, dengan menggunakan indeks kepuasan masyarakat (IKM). Metode penelitian: penelitian analitik dengan rancangan cross sectional, menggunakan metode kuantitatif dan kualitatif. Lokasi penelitian puskesmas Payo Selincah (kunjungan tinggi) dan Talang Bakung (kunjungan rendah) di kota Jambi. Subjek penelitian pasien yang berobat ke BP umum puskesmas. Instrumen penelitian kuesioner IKM, karakteristik, harapan, dan pelayanan yang dialami, serta panduan wawancara pasien yang jawaban ekstrim. Analisis data kuantitatif, univariat, bivariat, mengukur perbedaan persepsi mutu pelayanan berdasarkan karakteristiknya dengan uji one way anova, yang bermakna dilanjutkan post hoc test, mengetahui gap dengan uji t test. Data kualitatif dalam bentuk naratif. Hasil penelitian: Dikedua puskesmas gambaran persepsi mutu pelayanan BP umum dinilai baik, dan kualitas yang diharapkan lebih tinggi dari pada yang dialami pasien. Dipuskesmas Talang Bakung terdapat nilai kesenjangan/ gap 13 dan Puskesmas Payo Selincah 11,1. Berdasarkan kemaknaan praktis (d minimum= 0,5), antara puskesmas Talang Bakung dan Payo Selincah ada perbedaan persepsi mutu pelayanan, berdasarkan karakteristiknya pada umur, pendidikan dan sumber pembiayaan. Antara puskesmas Payo Selincah dan Talang Bakung terdapat perbedaan persepsi mutu pelayanan berdasarkan harapannya pada dimensi Tangibles, Reliability dan Empathy. Antara puskesmas Payo Selincah dan Talang Bakung terdapat perbedaan persepsi mutu pelayanan yang dialami, pada dimensi Tangibles, Reliability dan Assurance. Kesimpulan: Persepsi mutu pelayanan BP umum di puskesmas Payo Selincah maupun puskesmas Talang Bakung dalam kategori baik, namun harapan pasien lebih tinggi dari pelayanan yang dialami.

Background: Quality of health service has to focus on patients' satisfaction with continuous improvement process. Quality and satisfying service is called excellent service. In Jambi Municipality perception survey of patient service quality has never been conducted so that quality of service of community health center cannot be monitored. Objective: To identify perception about quality of service of community health center with high visit and low visit at Jambi Municipality using community satifaction index. Method: The study was analytical with cross sectional design and both quantitative and qualitative methods. Location of the study were community health centers of Payo Selincah (high visit) and Talang Bakung (low visit) at Jambi Municipality. Subject of the study were patients visiting the center. Research instruments consisted of questionnaire on community satisfaction index, characteristics, expectation, and service obtained, and interview guide for patients with extreme answers. Analysis of quantitative data used univariable and bivariable, of difference of service quality perception based on its characteristics used one way anova and post hoc test, of gap used t-test. Qualitative data were analyzed narratively. Result: Quality of service at both community health centers was perceived good, the quality expected was higher than experienced by patients. The gap value was 13 at Talang Bakung Community Health Center and 11.1 at Payo Selincah, Based on practical significance (d minimum = 0.5) there was different perception about service quality at both centers in characteristics of age, education and financial sources. There was difference perception about service quality expected at both centers in tangibles, realibility and empathy dimensions. There was difference perception about service quality experienced at both centers in tangibles, reliability and assurance dimension. Conclusion: Perception about service quality at community health centers at Payo Selincah and Talang Bakung was in good category, however patients' expectation was higher than service experienced.

Kata Kunci : Balai Pengobatan Umum,Mutu Layanan,Persepsi Pasien