Rancangan bentuk pelayanan klinik gigi spesialistik dengan memperhatikan faktor-faktor yang berpengaruh persepsi pasien mengenai mutu pelayanan di klinik gigi spesialistik RSGM USAKTI Jakarta Pusat

ILHAM, Muhammad, dr. Tjahjono Kuntjoro, MPH., DrPH

2009 | Tesis | S2 Magister Manajemen Rumah Sakit

Pendahuluan : upaya peningkatan kualitas pelayanan kesehatan gigi dan mulut dengan diresmikannya RSGM FKG Usakti adalah memberi pelayanan kesehatan gigi dan mulut yang berkualitas, merata dan terjangkau bagi masyarakat, menjadikan RSGM sebagai tempat pendidikan, penelitian dan perkembangan ilmu pengetahuan dan teknologi kedokteran gigi bagi calon dokter gigi, calon spesialis dan paramedis dental, sebagai tempat rujukan tertinggi dan pusat unggulan. Tujuan Penelitian : a) mengetahui tingkat kepuasan pasien dan penyelenggara klinik terhadap kualitas pelayanan kesehatan gigi dan mulut di klinik akademik RSGM FKG Usakti. b) mengetahui apakah pelayanan kesehatan gigi dan mulut yang diselenggarakan telah memenuhi persepsi dan harapan pasien serta penyelenggara klinik. c) mengetahui selisih persepsi dan harapan pasien serta penyelenggara klinik terhadap kualitas pelayanan yang tersedia. Metode Penelitian : penelitian cross sectional dengan sampel diambil selama kurun waktu tertentu (1 bulan). Sampel penelitian yaitu semua penederita rawat jalan yang berobat di Klinik Gigi Spesialistik RSGM Usakti di teliti mulai tanggal 8 September s/d 8 Oktober 2003. Bahan penelitian didapat dari hasil wawancara dan kuisioner terhadap semua pasien dewasa yang berobat di Klinik Gigi Spesialistik RSGM Usakti selama periode waktu tersebut. Hasil Penelitian : tingkat kepuasan pasien terhadap layanan Klinik Gigi Spesialistik RSGM FKG USAKTI mencapai nilai 106,69% dengan Gap 0,29. Dengan Gap sebesar - 0,29; dengan nilai Gap yang negatif dan berada di bawah –1, dapat diartikan bahwa secara umum manajemen mampu memenuhi seluruh keinginan dan harapan responden dengan cukup baik. Tingkat kepuasan responden dilihat dari jenis kelamin, pendidikan, pekerjaan dan pendapatan tidak berbeda secara statistik. Kesimpulan dan saran : Pelayanan kepada pasien secara umum dapat dikatakan memuaskan, dengan nilai rata-rata Tingkat Kepuasan sudah mencapai nilai 106,69% (di atas 100%). Analisis diagram kartesius sebanyak 3 dimensi berada pada Kuadran B yaitu terdiri dari dimensi kenyamanan, keamanan dan peralatan. Membuat rencana pemasan, sosialisasi produk, kerjasama dengan pihak lain, perbaikan pola kerja sdm perlu dilakukan untuk meningkatkan kepuasan pelanggan

Background : The improvement on dental and mouth health service quality with the launching of RSGM FKG usakti was by giving a qualified and evenly distributed health service and accessible for community, and considering RSGM as a place for education, research and development of dental knowledge and technology for candidate of dentist, candidate of specialist and dentist as highest referral and priority center. Objective : This research was aimed to find out; a) satisfaction level of patient and clinic management toward quality of dental and mouth health service in the academic clinic of RSGM FKG Usakti, b) whether the implemented dental and mouth health service has fulfilled the perception and expectation of patient as well as clinic management, c) the gap of perception and patient’s expectation as well as clinic management toward the available service quality. Method : This was a cross sectional research with the sample that was taken for certain period of time (1 month). The research sample was all outpatient treatment patients who were being treated in the specialistic medical clinic of RSGM Usakti and who were examined from the 8th of September to 8th of October 2003. The research material was obtained from the result of interview and questioner toward all adult patients who were seeking for treatment in the specialistic dental clinic of RSGM Usakti for certain period of time. Result : Patient’s satisfaction level toward the specialistic dental clinic service of RSGM FKG USAKTI was achieved the value of 106,69% with the gap of 0,29. The gap of 0,29 and negative gap value as well as below -1 showed that management in general was able to well achomplished respondent’s expectation. There was no statistic different on respondents’ satisfaction level that was obtained from sex, education, job and income. Conclusion and suggestion : In general, service that was given to patient was satisfying with average value of satisfaction level that was achieved up to 106,69% (above 100%). The analysis of cartesius diagram was 3 dimensions in the quadran B that was consisted of comfort, security and equipment dimensions. In addition, the improvement of creation of marketing plan, product socialization, collaboration with other party, and human resource working method are necessary. Keyword : Service quality, customer satisfaction

Kata Kunci : Kualitas pelayanan,Kepuasan pelanggan