Kepuasan pasien terhadap pelayanan rawat jalan di RSUD Wamena Kabupaten Jayawijaya

SUPIYADI, Prof.dr. Hari Kusnanto J., DrPH

2007 | Tesis | S2 Ilmu Kesehatan Masyarakat (Kebij. dan Manaj. Pe

Latar Belakang. Jumlah pasien rawat jalan di RSUD Wamena mengalami penurunan yang sangat drastis, hampir 50 persen pada tahun 2005. Pemanfaatan pelayanan rawat jalan lebih banyak digunakan oleh gakin. Masyarakat non gakin yang memanfaatkan pelayanan rawat jalan hanya sekitar 10 persen. Tujuan. Untuk mengetahui hubungan persepsi tentang pelayanan dengan kepuasan pasien terhadap pelayanan rawat jalan RSUD Wamena. Metode. Penelitian ini merupakan penelitian survei dengan rancangan cross sectional dan menggunakan pendekatan kuantitatif. Subyek penelitian ini adalah pasien rawat jalan RSUD Wamena. Jumlah sampel ditentukan dengan rumus proporsi sebesar 345 orang. Instrumen penelitian menggunakan instruman persepsi RAND dan UMQC. Hasil. Ada hubungan antara kepuasan pasien terhadap pelayanan rawat jalan dengan persepsi pasien tentang pelayanan rawat jalan di RSUD Wamena. Kepuasan pasien terhadap pelayanan rawat jalan berhubungan secara bermakna dengan asal daerah dan kepesertaan Askeskin. Responden penduduk asli Wamena lebih puas dibandingkan dengan pendatang. Responden peserta Askeskin lebih puas dibandingkan dengan responden bukan peserta Askeskin. Terdapat perbedaan kepuasan terhadap pelayanan rawat jalan RSUD Wamena antara pasien yang pernah berobat ke swasta dan bukan swas ta. Responden yang pernah memanfaatkan tempat pengobatan swasta mempunyai kepuasan yang lebih rendah dibandingkan dengan yang menggunakan tempat pengobatan lain di unit pelayanan bukan swasta. Kesimpulan. Persepsi responden berhubungan sangat erat dengan kepuasan terhadap pelayanan rawat jalan RSUD Wamena

Background: The number of outpatient visits in District Hospital Wamena of Jayawijaya had significantly decreased nearly 50% in 2005. Most of the patients were from poor families. Only 10% of the patients were not from poor families. Objective: This study was meant to understand the relationship between perception in quality of care and patient satisfaction. Methods: This study was a quantitative research using cross sectional design. The subjects of this study were outpatients of District Hospital Wamena. The sample size was 345 patients. Data were collected using RAND and UMQC satisfaction questionnaire. Result: Perception to health care was associated with satisfaction. Patient satisfaction was also related to the patient origin, being from within or outside regions and membership in Askeskin (health insurance scheme for poor people). The native Wamena patients were more satisfied than visitors, Askeskin members also indicated higher satisfaction. There was a difference on satisfaction toward outpatient care in District Hospital Wamena between patients who visited private and non private hospitals. Patients who also visited private hospitals or clinics were less satisfied, compared to those who had never used private health facilities. Conclusion: Perception to health care provided in District Hospital Wamena was the strongest correlate of satisfaction.

Kata Kunci : Layanan Kesehatan,RSUD,Kepuasan Pelanggan