Analisis Mutu Kepuasan Pasien di Ruang Rawat Inap Anggrek Rumah Sakit Bhayangkara TK II Medan
DOI:
https://doi.org/10.33143/jhtm.v8i2.2307Abstract
Kepuasan pasien merupakan salah satu indikator penting yang harus diperhatikan dalam pelayanan kesehatan. Kepuasan pasien adalah hasil penilaian dari pasien terhadap pelayanan kesehatan dengan membandingkan apa yang diharapkan sesuai dengan kenyataan pelayanan kesehatan yang diterima disuatu tatanan kesehatan rumah sakit. Tujuan penelitian untuk mengetahui bagaimana kepuasan pasien di ruang Anggrek RS Bhayangkara TK II Medan. Desain penelitian yang digunakan dalam penelitian ini adalah survey analitik dengan rancangan cross sectional. Populasi pada penelitian ini adalah mencakup seluruh pasien yang menjalankan rawat inap di ruang Anggrek Rumah Sakit Bhayangkara TK II Medan periode maret sampai dengan juli 2021 sebanyak 924 orang. Jumlah sampel yang akan di teliti sesuai slovin adalah 90 orang. Analisa data dilakukan dengan analisis univariat, bivariat dan multivariat. Uji statistik yang digunakan adalah uji chi square dan regresi logistik. Hasil penelitian uji chi square menunjukkan bahwa ada hubungan kehandalan, daya tanggap, empati dan jaminan terhadap kepuasan pelayanan kesehatan dimana nilai p- value =0,000. Dari hasil analisis multivariat didapatkan variabel yang paling berpengaruh dalam penelitian ini adalah variabel daya tanggap dengan nilai OR 44.746. Kesimpulan ada pengaruh antara kehandalan, daya tanggap, bukti langsung, empati, jaminan terhadap kepuasan pelayanan kesehatan. sedangkan analisa multivariat menunjukkan hasil bahwa faktor yang paling dominan adalah variabel daya tanggap terhadap kepuasan pelayanan kesehatan. Disarankan kepada pihak rumah sakit Diharapkan untuk bisa melakukan pelatihan atau workshop bagi tenaga kesehatan untuk meningkatkan kualitas pelayanan yang harus diperbaiki terutama daya tanggap, respon yang cepat mengatasi keluhan pasien di ruang anggrek Rumah Sakit Bhayangkara TK II Medan.
Kata Kunci : Kepuasan Pasien, cepat tanggap, kehandalan, bukti langsung,
empati, jaminan
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Patient satisfaction is one of the important indicators that must be considered in health services. Patient satisfaction is the result of the patient's assessment of health services by comparing what is expected in accordance with the reality of health services received in a hospital health setting. The purpose of the study was to find out how patient satisfaction was in the Anggrek room at Bhayangkara Hospital TK II Medan. The research design used in this study was an analytic survey with a cross sectional design. The population in this study is in this study the population includes all patients undergoing inpatient care in the Anggrek room at Bhayangkara Hospital TK II Medan for the period March to July 2021 as many as 924 people. The number of samples that will be examined according to Slovin is 90 people. Data analysis was carried out by univariate, bivariate and multivariate analysis. The statistical test used is the chi square test and logistic regression. The results of the chi square test showed that there was a relationship between reliability and satisfaction with health services, p-value = 0.000. There is a relationship between responsiveness to health service satisfaction, where the p-value = 0.000. There is a direct evidence relationship to health service satisfaction, where p-value = 0.000, there is an empathy relationship to health service satisfaction, where p-value = 0.000 and there is a guarantee relationship to health service satisfaction, where p-value = 0.000. From the results of multivariate analysis, the most influential variable in this study was the responsiveness variable with an OR value of 44,746. The conclusion is that there is an influence between reliability, responsiveness, direct evidence, empathy, assurance on health service satisfaction. While multivariate analysis shows that the most dominant factor is the responsiveness variable to health service satisfaction. It is recommended to the hospital that it is expected to be able to conduct training or workshops for health workers to improve the quality of services that must be improved, especially responsiveness, a fast response to patient complaints in the orchid room of Bhayangkara Hospital TK II Medan.
Keywords       : Patient Satisfaction, responsiveness,reliability, direct
                         evidence, empathy, assurance
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