Harapan dan persepsi terhadap kualitas jasa dan keselamatan pasien di rawat jalan RSUD Johannes Kupang NTT

MANDALA, David Alexandra, dr. Tjahjono Kuntjoro, MPH.,DrPh

2007 | Tesis | S2 Ilmu Kesehatan Masyarakat (Manaj. Rumah Sakit)-

Latar Belakang: Kunjungan rawat jalan RSUD Johannes Kupang dalam 5 tahun terakhir mengalami penurunan 1%. Adanya keluhan masyarakat tentang harapan dan persepsi terhadap rendahnya kualitas jasa pelayanan di Rumah Sakit Johannes, sehingga tidak seimbang antara biaya yang dikeluarkan dan mutu pelayanan yang didapatkan melalui penetapan Perda Tarif No 4 tahun 2006 dan sistem keselamatan pasien yang masih kurang diperhatikan. Tujuan: Mengidentifikasi berapa besar skor mean harapan dan persepsi pada dimensi kualitas jasa dan keselamatan pasien. Apakah ada perbedaan skor mean harapan dan persepsi pada dimensi kualitas jasa dan keselamatan pasien. Berapa besar mean gap services quality pada dimensi kualitas jasa dan keselamatan pasien dan mengidentifikasi apakah ada perbedaan gap services quality berdasarkan karakteristik responden di Instalasi Rawat Jalan RSUD Prof. Dr. W.Z. Johannes Kupang. Metode Penelitian: Jenis penelitian analitik dengan rancangan cross sectional. Subjek adalah pasien di Instalasi Rawat Jalan RSUD Johannes (n=106). Variabel independen adalah karakteristik responden dan variabel dependen adalah harapan dan persepsi pada dimensi kualitas jasa dan keselamatan pasien. Instrumen penelitian menggunakan kuesioner yang diadopsi dari model Parasuraman dengan 5 dimensi yaitu reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Pada penelitian ini ditambah 1 dimensi yaitu keselamatan sehingga total 6 dimensi. Kuesioner dengan skala Likert 7 tingkatan dari sangat tidak setuju sampai sangat setuju dengan 40 pernyataan. Uji statistik yang digunakan adalah uji t – untuk 2 sampel independen dan uji Anova. Jika signifikansi > 0,05, maka Ho diterima, jika signifikansi < 0,05, maka Ho ditolak. Hasil : Mean harapan (5,76), mean persepsi (4,92). Terdapat perbedaan antara harapan dan persepsi pada dimensi kualitas jasa dan keselamatan pasien secara bermakna dengan signifikansi < 0,05, mean gap services quality (0,83) dan tidak terdapat perbedaan gap services quality berdasarkan karakteristik responden di Instalasi Rawat Jalan RSUD Johannes Kupang. Kesimpulan : Ada perbedaan nilai rata-rata harapan dan persepsi pada dimensi kualitas jasa dan keselamatan pasien sehingga terjadi gap services quality di Instalasi Rawat Jalan RSUD Johannes Kupang. Namun tidak terdapat perbedaan gap services quality berdasarkan karakteristik responden. Gap services quality yang terjadi di Instalasi Rawat Jalan dinilai sama oleh karakteristik responden.

Background: Outpatient is visit to Johannes Hospital at Kupang has decreases in the last 5 year 1%. Besides, there are complaints on expectation and perception about quality of health service of the hospital leading to inequality between the cost spent and quality of service obtained. Local regulation on Tariff No. 4/2006 and patient safety system did not get proper attention. Objective: To identify 1) the mean score of expectation and perception in the dimension of service quality and patient safety; 2) difference in mean score between expectation and perception in the dimension of service quality and patient safety; 3) the mean score of service quality gap in the dimension of service quality and patient safety and; 4) difference in service quality gap based on characteristics of respondents at outpatient installation of Johannes Hospital Kupang. Method: The study was non experiment with cross sectional design. Subject of the study were patients at outpatient installation of Johannes Hospital (n=106). The independent variable was the characteristic of respondents, and the dependent variables were expectation and perception in the dimension of service quality and patient safety. Research instruments were questionnaires adopted from Parasuraman model with five dimension of reliability, responsiveness, assurance, emphaty, and tangibles. In this study a modification was made by adding a dimension of patient safety; therefore in total there were 6 dimensions. Questionnaire used was Likert Scale of 7 levels from absolutely disagreed to absolutely agreed with as many as 40 statements reflecting six dimensions. Statistical test used t-test for 2 independent samples and anova. If probability or significance was >0.05, H0 was accepted. If probability or significance was < 0.05, H0 was denied. Result: Mean score of expectation was 5.76; and mean perception was 4.92. There was significant difference between expectation and perception in the dimension of service quality and patient safety at significance level < 0.05. The mean of gap of services quality was 0.83 and there was no gap of service quality based on characteristics of respondents at outpatient installation of Johannes Hospital Kupang. Conclusion: There was difference in mean score between expectation and perception in the dimension of service quality and patient safety so that there was gap of service quality at outpatient installation of Johannes Hospital Kupang. However, there was no difference in gap of service quality based on characteristics of respondents. Gap of service quality at outpatient installation was perceived the same by characteristics of respondents.

Kata Kunci : Kualitas Layanan Kesehatan,Harapan dan Persepsi Pasien, expectation, perception, service quality, servqual model