Penilaian kepuasan pasien bedah RSUP Dr. Sardjito yang diuji menggunakan quote modifikasi (quality of health care service through the patients eyes)

INDRIAWAN, Uras, Prof. dr. Armis, SpB, SpOT. FICS

2010 | Tesis | S2 PPDS 1-Ilmu Bedah

Latar Belakang Kepuasan pasien merupakan kesenjangan antara kebutuhan pasien dan sejauh mana kebutuhan-kebutuhan ini terpenuhi. Banyak publikasi menyimpulkan bahwa pengukuran yang memadai mengenai kepuasan pasien terhadap layanan kesehatan adalah terbatas khususnya pasien bedah. Tujuan kajian ini untuk mengembangkan instrumen pengukuran kepuasan pasien bedah menggunakan QUOTE Modifikasi berdasarkan Erasmus MC Rotterdam. Metode Sebagai bagian dari metodologi QUOTE, 30 pasien rawat inap dengan kelainan dan penyakit bedah spesifik berpartisipasi dalam pertemuan kelompok mengenai kepuasan terhadap layanan kesehatan instalasi rawat inap. Dengan informasi ini dikembangkan QUOTE Modifikasi. Validitas dan reliabilitas dari quisioner yang baru dinilai dalam uji sampel 130 pasien rawat inap dengan kelainan dan penyakit bedah spesifik RSUP Dr. Sardjito Yogyakarta. Hasil 130 pasien dengan kelainan dan penyakit bedah spesifik RSUP Dr. Sardjito dan 20 item quisioner dibagi berdasarkan skala kepentingan dan skala kinerja yang termasuk dalam QUOTE Modifikasi. Validitas quisioner dapat diterima : pada pasien bedah (n = 130). Konsep validitas baik : keseluruhan skor berkorelasi signifikan dengan α cronbach untuk pengukuran kepuasan secara keseluruhan (α = 0.759). Reliabilitas QUOTE Modifikasi baik (α = 0.750). Mean keseluruhan indeks kualitas = 7.57 dan hasil analisa Demografi - Kepuasan pasien bedah terdapat perbedaan yang bermakna secara statistik (p < 0.05) antara Pekerjaan - Kepuasan pasien dengan nilai p = 0.038 Kesimpulan QUOTE Modifikasi adalah instrumen yang mudah untuk menilai kepuasan pasien berdasarkan standar metodologi. Mean indeks kualitas = 7.57, hal ini berarti bahwa bahwa 25 % pasien tidak puas terhadap komunikasi Dokter - Pasien. Jika skor indeks kualitas < 9, Protokol QUOTE mendefinisikan bahwa lebih dari 10 % pasien tidak puas terhadap pelayanan dokter sehingga perlu peningkatan keterampilan komunikasi Dokter - Pasien di bagian Bedah RSUP Dr. Sardjito Yogyakarta dengan pengajaran di FK, Residensi Bedah dan Workshop.

Background Patient satisfaction is the discrepancy between patients’ need and the extent to which these needs are being met. Many publication had concluded the adequately measure patient satisfaction with health care is limited as especially surgery patient. The objective of this study was to develop surgery abnormalities and management specific patient satisfaction measurement instrument by QUOTE Modification based on the Erasmus MC Rotterdam strategic. Methods As part of the QUOTE methodology routine, 30 Patients with surgery abnormalities and specific surgery disease from Dr. Sardjito Hospital participated in focus-group meetings on patient satisfaction with the provided service at the inpatient. With this information, the QUOTE Modification was constructed. Face validity, content validity and reliability of the newly developed questionnaire were assessed in a test sample of 130 patients with surgery abnormalities and specific surgery disease at Dr. Sardjito Hospital Yogyakarta. Result 130 Patients with surgery abnormalities and specific surgery disease from Dr. Sardjito Hospital and the 20 quistioner items ranked as important and perfomance were included in the QUOTE Modification. Face validity and content validity were acceptable: surgery patients (n = 130). Construct validity was good: the overall score correlated significantly with α cronbach measuring overall satisfaction ( α = 0.759). The reliability of the QUOTE Modification was good (α = 0.750). Mean overall quality index = 7.57 and Demographic analysis - Satisfaction of surgical patients found a statistically significant (p <0.05) between the Works - The satisfaction of surgery patients with p = 0.038 Conclusion The QUOTE Modification is an easy to complete instrument based on standardized state-of-theart satisfaction measurement methodology. This research was concluded Mean overall quality index = 7.57, means that 25% of patients are not satisfied with the communications Doctor - Patient. If the quality index score <9, the Protocol QUOTE defines that more than 10% of patients are dissatisfied with the medical service so that physicians need to increase the communication skills of Doctor - Patient in Surgery Department Dr. Sardjito Hospital Yogyakarta with teaching in Faculty of Medicine, Surgical Residency and Workshop.

Kata Kunci : Indeks kualitas,Kepuasan pasien bedah,QUOTE modifikasi,Quality index - Surgery patient satisfaction – QUOTE Modification