Faktor-Faktor Kualitas Pelayanan Kesehatan yang Mempengaruhi Kepuasan Pasien Rawat Jalan di Puskesmas Binjai Kota
DOI:
https://doi.org/10.33143/jhtm.v8i2.2393Abstract
Kemenkes RI menyatakan kualitas pelayanan kesehatan merupakan segala hal yang meliputi kinerja yang menunjukkan tingkat kesempurnaan pelayanan kesehatan, tidak saja yang dapat menimbulkan kepuasan bagi pasien sesuai dengan kepuasan rata-rata penduduk tetapi juga sesuai dengan standar dan kode etik profesi yang telah ditetapkan. Mutu menjadi salah satu elemen penting dalam setiap pelayanan kesehatan. Oleh sebab itu, dalam memberikan pelayanan kesehatan bagi masyarakat, pihak penyedia jasa pelayanan kesehatan harus selalu menjaga mutu pelayanan yang diberikan. Tujuan yang ingin dicapai dalam penelitian ini adalah untuk  menganalisis faktor yang mempengaruhi kualitas pelayanan kesehatan terhadap kepuasan pasien rawat jalan di puskesmas Binjai Kota. Jenis penelitian ini menggunakan survei analitik deskriptif dengan rancangan cross sectional. Populasi dalam penelitian ini adalah seluruh pasien yang datang berobat rawat jalan di Puskesmas Binjai Kota dalam waktu 9 bulan lebih kurang 2235 kunjungan pengambilan smpel dengan metode Accidental sampling.sedangkan sampel berjumlah 100 orang. Analisa data dilakukan dengan analisis univariat, bivariat dan multivariat. Berdasarkan hasil uji chi-square diketahui bahwa kejadian hipetensi berpengaruh terhadap Tangible, Responsiveness, Reliability, Assurance dan Empahaty p = 0,001, artinya ada Tangible, Responsiveness, Reliability, Assurance dan Empahaty terhadap kepuasan pasien. Dari hasil analisis multivariat diketahui variabel yang paling berpengaruh dalam penelitian ini adalah variabel Responsiveness dengan nilai OR 15.104. Kesimpulan dalam penelitian ini adalah Responsiveness merupakan faktor yang dominan berpengaruh terhadap kepuasan pasien di Puskesmas Binjai kota. Untuk dapat meningkatkan kualitas pelayanan yang harus diperbaiki terutama jaminan keamanan dan kenyamanan bagi pasien seperti: menyelesaikan administrasi pasien, cepat tanggap dengan keluhan pasien, memberikan obat secara cepat dan tepat, memberikan informasi dan cepat tanggap dalam menangani pasien agar ditingkatkan tercipta sebuah kepuasan pasien yang menjadi kepuasan pasien terhadap di Puskesmas Binjai Kota.
Kata Kunci : Tangible, Responsiveness, Reliability, Assurance, Empahaty
The Ministry of Health of the Republic of Indonesia stated that the quality of health services is everything that includes performance that shows the level of perfection of health services, not only which can lead to satisfaction for patients in accordance with the satisfaction of the average population but also in accordance with the standards and professional code of ethics that have been set. Quality is an important element in every health service. Therefore, in providing health services for the community, the health service providers must always maintain the quality of the services provided. The aim of this study is to analyze the factors that influence the quality of health services on outpatient satisfaction at the Binjai City Public Health Center. This type of research uses a descriptive analytic survey with a cross sectional design. The population in this study were all patients who came for outpatient treatment at the Binjai City Health Center within 9 months of approximately 2235 sampling visits with the Accidental Sampling method. While the sample amounted to 100 people. Data analysis was carried out by univariate, bivariate and multivariate analysis. Based on the results of the chi-square test, it is known that the incidence of hypertension affects Tangible, Responsiveness, Reliability, Assurance and Empathy p = 0.000, meaning that there is Tangible, Responsiveness, Reliability, Assurance and Empathy on patient satisfaction. From the results of multivariate analysis, it is known that the most influential variable in this study is the Responsiveness variable with an OR value of 15.104. Â The conclusion in this study is that Responsiveness is the dominant factor influencing patient satisfaction at the Binjai City Health Center. To be able to improve the quality of services that must be improved, especially security and comfort guarantees for patients such as: completing patient administration, responding quickly to patient complaints, giving drugs quickly and accurately, providing information and being responsive in handling patients so that it can be improved to create a patient satisfaction that becomes a priority. patient satisfaction at the Binjai City Health Center.
Keywords : Tangible, Responsiveness, Reliability, Assurance, EmpathyReferences
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