Tingkat kepuasan penderita TB Paru terhadap pelayanan petugas Puskesmas dan pengawas minum obat di Kabupaten Pekalongan
SUWONDO, Dra. Johana E. Prawitasari, PhD
2001 | Tesis | S2 Ilmu Kesehatan MasyarakatLatar belakang penelitian ini adalah bahwa keberhasilan program pemberantasan penyakit TB Paru dipengaruhi oleh strategi DOTS (Directly Observed Treatment Shortcourse), kualitas pelayanan, penyuluhan kesehatan, pengobatan yang efektif, logistik, pehtihan, dan supervisi. Pelayanan kesehatan yang bermutu menjadikan peningkaf&%epuasan penderita TB Paru yang pada akhirnya akan meningkatkan kepatuhannya sehingga akan berpengaruh pa& tingkat kesembuhan. Tujuan umum penelitian ini adalah untuk mengetahui tingkat kepuasan penderita TB Paru terhadap layanan PMO (Pengawas Minum Obat) Petugas Kesehatan dan PMO Anggota Keluarga di Puskesmas Kabupaten Pekalongan. Tujuan khusus untuk mengetahui gambaran dimensi kualitas layanan PMO, gap antara antara harapan dan persepsi penderita TB Paru terhadap layanan PMO , kaitan karakteristik penderita TB Paru (umur, status perkawinan, tingkat pendidikan, pekerjaan, perkiraan besarnya pengelwan per bulan, penanggung biaya obat dan pilihan tempat berobat bila ada kemampuan) dengan tingkat kepuasan layanan PMO, kaitan antara layanan yang diharapkan dan dirasakan penderita terhadap layanan PMO. Jenis penelitian ini adalah penelitian deskriptif dengan metode survai sampel dengan menggunakan kuesioner sebagai alat pengumpulnya dan pendekatan secara cross sectional. Kuesioner tertutup berbasis pada 5 dimensi kualitas pelayanan meliputi reliability, rqyp&iveness, assurance, empathy dan tangible. Subjek penelitian ditentukan secara- Multistage sampling design sebanyak 136 responden. Analisis data secara deskriptif (analisis perbeddgap) dan analisis uji signifikansi statistik. Hasil penelitian menunjukkan kualitas layanan PMO Petugas Kesehatan dan PMO Anggota Keluarga belum memuaskan dengan wtan gap terbesar pada dimensi reliability, tingkat kepuasan penderita TB Paru dipengaruhi oleh faktor tingkat pendidikan dan pilihan tempat berobat, ada hubungan anm layanan yang diharapkan dan dirasakan penderita TB Paru terhadap layanan PMO. Sebagai tindak lanjut penelitian ini ada perlu dilakukan pembenahan kualitas layanan PMO khususnya pada dimensi reliability dan penelitian secara berkala tentang kepuasan dan loyalitas penderita yang berkunjung ke Puskesmas
Background: The success of lung tuberculosis eradication program is influenced by DOTS (Directly Observed tfeatment Short course) strategy, service quality, health counseling, effective geaEent, logistics, training and supervision. Quality health service may result in increasing satisfaction among lung tuberculosis patients that in the long run will increase their compliance and affect their level of recovery. Objectives: This study was aimed at finding out the level of satisfaction among lung tuberculosis patients toward drugs treatment observers by health workers and family members at the community health centers in Pekalongan regency. The specific objective was to find out the dimensions of service quality among drugs treatment observers, gap between expectation and perception of lung tuberculosis patients, the relation between lung tuberculosis patients’ characteristics (age, marital status, level of education, job, monthly income, drugs buyers, choice of treatment place when there was capability) and the level of service satisfaction of drugs treatment observers, the relation between expected service and service they got and the drugs treatment observers’ service. Methods: This was a descriptive study using sample survey method and questionnaires as data gathering. It also used cross-sectional approach. Closed questionnaires were bp$gd on 5 service quality dimensions including reliability, responsiveness, assurance, empathy, and tangibility. The subjects were decided using multistage sampling design for 136 respondents. Data analysis was done descriptively (analysis of gap) and statistical significance test analysis. Results: The results showed that service quality by drugs treatment observers and family members were not satisfying yet and the highest gap was on reliability dimension. The level of satisfaction among lung tuberculosis patients was influenced by level of education and choice of treatment place. There was relationship between expected and obtained service and services by drugs treatment observers. Conclusion: This study needed a follow up and improvement on service quality especially among drugs treatment observers in terms of reliability dimension. Continuing study should be done on satisfaction and loyalty of patients visiting the community health centers.
Kata Kunci : Layanan Kesehatan,Petugas Puskesmas,Kepuasan Penderita TB Paru, service quality of drugs controlling service, satisfaction, lung tuberculosis
