TINGKAT KEPUASAN PASIEN MASKIN RAWAT INAP KELAS III TERHADAP PELAYANAN UNIT PROGRAM ASKESKIN DI RSUD TANGERANG

Madsubli Kusmana, drs, Dr. Tjahjono Kuntjoro, DrPH, Ph.D.

2013 | Tesis | S2 Kesehatan Masyarakat/MMR

Latar belakang masalah: penelitian kepuasan pasien maskin merupakan indikator program Askeskin di RSUD Tangerang dalam pengukuran mutu demi kelangsungan program agar tetap terjaga eksistensinya. Penelitian ini mampu mengidentifikasi ketidak-puasan pasien sehingga Pemerintah Daerah Kabupaten Tangerang dan Rumah sakit memiliki kemampuan mengadakan koreksi. Tujuan penelitian: mengetahui hubungan karakteristik pasien dengan tingkat kepuasan, mengevaluasi kepuasan pasien maskin terhadap pelayanan yang diberikan rumah sakit, mengidentifikasi faktor-faktor yang mempengaruhi kepuasan pasien maskin terhadap pelayanan yang diberikan. Pertanyaan Penelitian: bagaimana tingkat kepuasan pasien askes maskin, dan apakah terdapat hubungan antara karakteristik dengan kepuasan pasien askes maskin di RSUD Tangerang? Metodologi penelitian: Jenis penelitian ini adalah diskriptif dengan rancangan cross sectional survey. Subyek penelitiannya adalah pasien askes maskin rawat inap kelas III di RSUD Tangerang. Variabel bebas adalah karakteristik responden seperti umur, jenis kelamin, pendidikan, pekerjaan dan jenis penyakit. Variabel terikat adalah kepuasan pelayanan yang dijabarkan dalam dimensi tangibles, reability, responsiveness, assurance dan empaty. Untuk membahas kualitas pelayanan dilakukan analisis dengan menggunakan diagram kartesius. Hasil penelitian: Nilai rerata kepuasan pasien secara keseluruhan masih di bawah 3,5 yang berarti bahwa kepuasan pasien maskin r berada pada tingkat sedang-sedang saja. Diagram kartesius menunjukkan bahwa dimensi tangibles dan reliability telah memberi kepuasan pada pasien, dimensi kualitas lain yaitu responsiveness, assurance dan emphaty belum memberi kepuasan pada pasien. Terdapat hubungan yang signifikan (p < 0,05) pada kepuasan pelayanan berdasarkan tingkat pendidikan dan kelompok umur. Sementara karakteristik lain seperti jenis kelamin, pekerjaan dan jenis penyakit tidak mempunyai hubungan yang signifikan dengan kepuasan pasien askes maskin di RSUD Tangerang. Kesimpulan: Kepuasan pasien askes maskin masih tergolong cukup puas. Pada dimensi tangibles dan reliability telah memberi kepuasan para pasien, sementara pada responsiveness, assurance dan emphaty belum memberi kepuasan pada pasien. Terdapat hubungan yang signifikan antara tingkat pendidikan dan kelompok umur terhadap tingkat kepuasan pasien askes maskin di RSUD Tangerang. Saran: Bagi RSUD Tangerang perlu meningkatkan mutu pelayanan, bagi peneliti selanjutnya melakukan eksperimen dengan intervensi mutu pelayanan terhadap petugas rumah sakit.

Background : A study on satisfaction of patients from poor communities is an indicator of Askeskin Program at Tangerang Hospital to measure quality for the sustainability of the program. The study can identify patient dissatisfaction so that Tangerang District Government and Hospital have the capacity to make correction. Objective :To identify association between characteristics and patients’ satisfaction,evaluate satisfaction of patients from poor communities with services provided by the hospital, Identify factors affecting satisfaction of patients from poor communities with the service provided. In other words the study aimed to identify satisfaction of patients from poor communities and find our association between patients’ characteristics and satisfaction of patients from poor communities at Tangerang Hospital. Method: The study was descriptive using cross sectional survey design. Subject of the study were patients from poor communities hospitalized at Class III ward of Tangerang Hospital. The independent variable was characteristics of respondents comprising age, gender, education, occupation, and types of disease. The dependent variable was satisfaction with the service as described from the dimension of tangibles, reliability, responsiveness, assurance and emphaty. Analysis used Cartesius diagram to evaluate quality of service. Result : Average score of patients’ satisfaction overall was still below 3.5. This meant that patients’ satisfaction belonged to medium category. Cartesius diagram showed that the dimension of tangibles and reliability gave satisfaction to patients, but other dimensions of quality, i.e. Responsiveness assurance and emphaty had not given satisfaction. There was significant association (p<0.06) in satisfaction and the service based on education and age group. Meanwhile other characteristic such as gender, occupation and types of disease had no significant association with satisfaction of patients from poor communities at Tangerang Hospital. Conclusion : Satisfaction of patients from poor communities belonged to quite satisfied. Dimension of tangibles, and reliability gave satisfaction but responsiveness, assurance and emphaty had not given satisfaction to patients. There was significant association between education and age group and satisfaction of patients from poor communities at Tangerang Hospital. Suggestion : Tangerang Hospital should increase quality of service. A further experiment was needed with intervention on quality of service and hospital staff.

Kata Kunci : Kepuasan, dimensi kualitas, rawat inap, diagram kartesius.