ANALISIS KUALITATIF KEPUASAN PASIEN TERHADAP PELAYANAN KESEHATAN GIGI DI POLI KLINIK GIGI DAN MULUT DI RSUD TGK CHIK DITIRO SIGLI
DOI:
https://doi.org/10.33143/jhtm.v6i2.1175Abstract
Pada saat ini pelayanan kesehatan gigi perlu mendapatkan perhatian, khususnya masyarakat yang kurang mengerti akan pentingnya menjaga kesehatan gigi. Apabila masalah karies/gigi berlubang dibiarkan dan kecenderungan peningkatannya di masa mendatang tidak dicegah, dampaknya akan sangat merugikan. Penelitian bertujuan untuk memperoleh gambaran kepuasan pasien terhadap pelayanan kesehatan gigi di Poliklinik Gigi dan Mulut di RSUD Tgk. Chik Ditiro Sigli tahun 2020. Desain penelitian menggunakan penelitian kualitatif dengan pendekatan deskriptif. Informan dalam penelitian ini adalah pasien yang berkunjung ke Poliklinik Gigi dan Mulut RSUD Tgk Chik Ditiro Sigli sebanyak 6 orang yang terdiri dari pasien umum sebanyak 2 orang, pasien BPJS/ASKES sebanyak 2 orang dan pasien inhealth sebanyak 2 orang. Teknik analisis data dengan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa dari 6 informan rata-rata jawaban mereka adalah : Berdasarkan kehandalan belum puas karena proses penerimaan pasien masih sulit dan pelayanan tenaga kesehatan tidak maksimal.Berdasarkan daya tanggap belum puas karena perawat tidak memberikan penjelasan informasi secara maksimal dan tidak segera datang ketika di butuhkan, berdasarkan jaminan puas karena dokter mampu memberikan jaminan kesembuhan pada pasien. berdasarkan empati belum puas tenaga kesehatan tidak memberikan perhatian pada pasien dan tidak menjelaskan informasi terkait pelayanan kesehatan gigi serta tidak menjelaskan prosedur pemeriksaan, berdasarkan tampilan fisik belum puas ruangan poliklinik gigi dan mulut terlalu kecil dan tidak nyaman serta kurang terjaga privasinya. Kesimpulan yang didapat dari hasil penelitian ini yaitu selain dimensi jaminan informan belum puas terhadap pelayanan yang berkunjung ke Poliklinik Gigi dan Mulut RSUD Tgk Chik Ditiro Sigli. Diharapkan kepada rumah sakit agar dapat mempertahankan kepuasan pasien dengan meningkatkan lagi mutu pelayanan kesehatan gigi dan mulut dengan memperhatikan berbagai dimensi, yaitu dimensi kehandalan, daya tanggap, jaminan, empati dan tampilan fisik.
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Kata Kunci : Kepuasaan, Kehandalan, Daya Tanggap, Jaminan, Empati Dan Tampilan Fisik.
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