Indeks kepuasan masyarakat terhadap pelayanan puskesmas di Kota Banjarmasin

MAWARDI, dr. Tjahjono Kuntjoro, MPH, Dr.PH

2010 | Tesis | S2 IKM-Kebijakan dan Manajemen Pelayanan Kesehatan

Latar Belakang: Sebagai penyelenggara pelayanan publik, pelayanan puskesmas di Kota Banjarmasin selama ini masih banyak dikeluhkan oleh masyarakat. Di sisi lain, Undang-Undang No. 25 Tahun 2009 tentang Pelayanan Publik menuntut puskesmas untuk menyeleggarakan pelayanan publik yang bermutu, terjangkau, dan sesuai dengan aspirasi serta kebutuhan masyarakat. Untuk mendapatkan informasi mengenai harapan dan penilaian masyarakat terhadap pelayanan puskesmas maka dilakukan pengukuran indeks kepuasan masyarakat (IKM) terhadap pelayanan puskesmas di Kota Banjarmasin. Tujuan Penelitian: Untuk mengetahui tingkat kepuasan masyarakat terhadap pelayanan puskesmas di Kota Banjarmasin dan karakteristik puskesmas yang termasuk dalam kategori sangat memuaskan dan kurang memuaskan. Metode Penelitian: Penelitian ini menggunakan desain penelitian survei dengan pendekatan kuantitatif deskriptif. Lokasi penelitian di seluruh puskesmas di Kota Banjarmasin dengan jumlah sampel penelitian sebanyak 1.140 orang. Pengumpulan data dilakukan dengan wawancara menggunakan kuesioner, observasi dan wawancara mendalam. Hasil Penelitian: Karakteristik masyarakat pengguna puskesmas adalah 19,3 persen berusia lanjut; 76,9 persen perempuan; 61,5 persen berpendidikan rendah; 67,6 persen tidak bekerja; 76,9 persen sering menggunakan puskesmas. IKM Kota Banjarmasin mencapai 0,68 yang berarti masyarakat secara umum sudah puas (IKM 0,65-0,79) dengan pelayanan puskesmas di Kota Banjarmasin. Masyarakat paling puas dengan kondisi fasilitas puskesmas (IKM 0,74), diikuti berturut-turut dengan waktu tunggu pelayanan (IKM 0,73), transparan pelayanan (IKM 0,69), dan etika pelayanan (IKM 0,67). Satu-satunya yang dinilai kurang memuaskan adalah prosedur pelayanan dokter (IKM 0,57). Puskesmas dengan IKM tertinggi adalah Puskesmas 9 Nopember dan terendah adalah Puskesmas Terminal. Karakteristik puskesmas yang termasuk kategori sangat memuaskan adalah dokter dan perawatnya ramah, dokter lebih sering melayani pasien, mempunyai bangunan bagus dan peralatan lengkap, berlokasi di daerah pinggiran kota, dan wilayah kerjanya komplek perumahan. Karakteristik puskesmas yang termasuk kategori kurang memuaskan adalah dokter dan perawatnya kurang ramah, pasien lebih sering dilayani perawat, petugas loket pendaftaran dan apotek kurang ramah, menggunakan bangunan kurang bagus, berlokasi di pusat kota. Kesimpulan: Secara umum masyarakat Kota Banjarmasin sudah merasa puas dengan pelayanan puskesmas. Aspek yang dinilai masih kurang memuaskan adalah prosedur pelayanan dokter.Perlu dibuat standar pelayanan puskesmas yang sesuai dengan kemampuan puskesmas, kebutuhan masyarakat, dan kondisi lingkungan.

Background: As public service providers, health centers at Banjarmasin Municipality get complaints from the community. Meanwhile, Act No. 25/2009 on Public Service requires health centers to provide quality, affordable health service relevant with aspiration and needs of the community. To get information about expectation and assessment of the community to health center service, measurement of index of community satisfaction with health center service at Banjarmasin Municipality is taken. Objective: To identify satisfaction of the community with health center service at Banjarmasin Municipality and association between characteristics of health center and community satisfaction. Method: The study combined quantitative descriptive and analytic approaches with cross sectional design. Location of the study were all health centers at Banjarmasin Municipality with as many as 1,140 people as samples. Data were obtained through interview using questionnaire and observation. Result: Characteristics of the community as users of health center were: 19.3% belonged to elderly; 79.9% female; 61.5% low education; 67.6% unemployed; 76.9% often used health centers; 81.9% visited health centers because location of health center was close to their home and the service was free, 3.3% because staff were friendly and 6.6% because drugs at health centers were potent; 91.8% lived at the working area of health centers. Characteristics of health centers were 53.8% of head of health center were doctors, 30.8% were dentists, and 15.4% were bachelors of public health science; 69% of health center buildings were permanent and 31% semi permanent; 61.5% located at the center of the city and 38.5% located outside the city. Index of community satisfaction (ICS) was 0.68 which meant that in general the community were satisfied (ICS 0.65 – 0.79) with service of health centers at Banjarmasin Municipality. Health Center with highest ICS was 9th November Health Center and the lowest was Terminal Health Center. Conclusion: In general community at Banjarmasin Municipality were satisfied with health center service. Aspect perceived as less satisfying was procedure of doctors' service.

Kata Kunci : Indeks Kepuasan Masyarakat,Puskesmas, index of community satisfaction, health centers