ANALISIS KEPUASAN PELANGGAN DAN KOMITMEN MANAJEMEN SEBAGAI DASAR PENGEMBANGAN MUTU PELAYANAN RSUD UNDATA PROPINSI SULAWESI TENGAH PASCA BLUD

Sringati, dr. Tjahjono Koentjoro, MPH.,DrPH.

2013 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar Belakang: BLUD adalah satuan kerja perangkat daerah di lingkungan pemerintah daerah yang dibentuk untuk memberikan pelayanan kepada masyarakat berupa penyediaan barang dan/atau jasa yang dijual tanpa mengutamakan mencari keuntungan. RSUD Undata merupakan rumah sakit terbesar milik pemerintah Propinsi Sulawesi Tengah berstatus BLUD. RSUD Undata harus meningkatkan kinerja pelayanan, kinerja keuangan, dan kinerja manfaat sehingga memberikan kepuasan kepada masyarakat sebagai penerima layanan dan karyawan sebagai petugas pelayanan. Tujuan Penelitian: Mengetahui kepuasan pelanggan di RSUD Undata Propinsi Sulawesi Tengah dan komitmen manajemen sebagai dasar pengembangan mutu peleyanan pasca BLUD. Metode Penelitian: Jenis penelitian deskriptif dengan rancangan case study. Pengumpulan data dengan kuesioner untuk pelanggan eksternal, perawat dengan focus group discussion (FGD), wawancara mendalam untuk responden dokter dan manajemen, serta melakukan observasi dan telaah dokumen. Subyek penelitian 200 responden pasien, dokter 4 responden, perawat 19 responden dan manajemen 8 responden. Hasil: Kepuasan pasien rawat jalan dan rawat inap cukup tinggi, nilainya diatas 86% namun kepuasan terhadap aspek lingkungan rendah dan beberapa item menunjukkan ketidakpuasan meskipun nilai persentasenya rendah. Nilai kepuasan yang masih rendah menjadi fokus perhatian manajemen untuk diperbaiki. Tidak ada perbedaan tingkat kepuasan pasien askes maupun non askes baik di rawat jalan maupun rawat inap terhadap mutu pelayanan di RSUD Undata. Hasil FGD dan wawancara, perawat dan dokter menyatakan tidak puas terhadap semua aspek kepuasan selama mereka bekerja di RSUD Undata Propinsi Sulawesi Tengah. Aspek kepuasan kerja yang paling banyak dikeluhkan meliputi budaya kerja (disiplin jam kerja), sarana/prasarana dan peralatan terutama alat-alat medis, alat perawatan dasar dan obat-obatan, sistem penggajian, kompensasi/reward, dan pengembangan SDM (pendidikan dan pelatihan). Manajemen mempunyai komitmen yang tinggi untuk pengembangan mutu pelayanan namun dalam pengembangan SDM komitmennya masih rendah. Kesimpulan: Hasil analisis kepuasan pelanggan internal dan eksternal dapat digunakan untuk pengembangan mutu pelayanan rumah sakit dan fokus perbaikan mengacu pada sistem manajemen mutu melalui pengembangan aktifitas pelayanan dan aktifitas pendukung; budaya organisasi, struktur organisasi, sumber daya manusia, teknologi dan peralatan, informasi dan keuangan. 

  Background: BLUD is working units within the local government set up to provide services to the community in the form of supply of goods and/or services that are sold for profit without priority.Undata Hospital is the biggest governmentowned hospital with BLUD status in the Province of Central Sulawesi. Undata Hospital needed to improve its performance in health services, financial aspects, and benefit aspects that it could provide satisfactory services for the patients as external customers and for the hospital staffs and healthcare providers as internal customers. Objective: To find out customers’ satisfaction at Undata Hospital, The Province of Central Sulawesi and management commitment as the basis for post-BLUD service quality. Method: A descriptive research was conducted using case study design. Data were collected using questionnaire for external customers, focus group discussion (FGD) for nurse respondents, in-depth interview for physicians and management, as well as observation and document investigation. Subjects of the research were of 200 respondents patients, physicians 4 respondent, 19 respondents nurses and management 8 respondent. Results: Satisfaction of outpatient and inpatient toward the hospital services was found to be high, with a percentage of above 86%. However, the aspect of environment was found to have low satisfaction level and some of the items showed the low dissatisfaction percentage value. No difference was found in the satisfaction between Health Insurance (Askes) and Non-Askes patients toward both inpatient and outpatient services as well as the service quality at Undata Hospital. The aspect of performance satisfaction received most complaint, particularly for working culture (working hour), facilities and infrastructures particularly medical devices, basic nursing care and medicine, payroll system, reward/compensation, and human resource development (education and training). Management has deep commitment to improving quality of care, but the commitment to the development of human resources is still low.  Conclusion: The results of the analysis customers’ service can be used for improving the quality care of hospital. Focus refers to the improvement of the quality management system through the development of service activities and support activities; organanizational culture, organizational structure, human resources, technology and equipment, information and financial.

Kata Kunci : BLUD, kepuasan pelanggan, komitmen manajemen, strategi pengembangan mutu.