Analisis Kepuasan Pasien Rawat Inap Kelas III Terhadap Mutu Pelayanan Kesehatan di Rumah Sakit Umum Daerah Simeulue Kabupaten Simeulue
DOI:
https://doi.org/10.33143/jhtm.v8i2.2398Abstrak
Perkembangan manajemen mutu di bidang pelayanan kesehatan khususnya pelayanan rumah sakit umum daerah simeulue masih dirasakan kurang. Penelitian bertujuan mengetahui tingkat mutu pelayanan yang dilihat berdasarkan tingkat kesesuaian nilai harapan dan nilai kenyataan terhadap kepuasan pasien yang ditinjau dari dimensi kenyataan (tangible), kehandalan (reliability), ketanggapan (responsiveness), jaminan (ansurance), dan empati (emphaty) yang dilaksanakan di ruang rawat inap kelas III RSUD Simeulue Kabupaten Simeulue Tahun 2020.   Penelitian ini deskriptif analitik dengan desain cross sectional. Pengumpulan data dilakukan dengan wawancara menggunakan kuesioner. Populasi seluruh pasien dirawat diruang penyakit dalam, ruang obgyn dan ruang bedah RSUD Simeulue Kabupaten Simeulue. sampel 91 responden dengan menggunakan teknik proportional random sampling. Metode analisis kenyataan dan harapan/ importance performance analisis.Hasil penelitian diperoleh bahwa kualitas pelayanan kenyataan terhadap kepuasan pasien rawat inap (86,15%), Kualitas pelayanan kehandalan terhadap kepuasan pasien rawat inap (92,05%), Kualitas pelayanan ketanggapan terhadap kepuasan pasien rawat inap (92,50%),kualitas pelayanan jaminan terhadap kepuasan pasien rawat inap (86,15%),kualitas pelayanan empati terhadap kepuasan pasien rawat inap (91,52%) dan rata-rata pelayanan terhadap kepuasan pasien rawat inap (89,87%). Dengan demikian mutu pelayanan dan kepuasan pasien rawat inap masih dibawah 100%. Melalui kepala RSUD Simeulue diharapkan kepada petugas kesehatan untuk memberikan pelayanan kepada pasien rawat inap dengan sebaik-baiknya dari dan memeriksa kembali sarana dalam pelayanan rawat inap.
Kata Kunci : Mutu pelayanan, harapan dan kenyataan, pasien rawat inap
The development of quality management in the field of health services, especially the services of the Simeulue regional general hospital, is still lacking. This study aims to determine the level of service quality which is seen based on the level of conformity of the expected value and the reality value to patient satisfaction in terms of the dimensions of reality (tangible), reliability, responsiveness, assurance, and empathy. in the class III inpatient room at the Simeulue Hospital, Simeulue Regency in 2020.This research was descriptive analytic with cross-sectional design. Data collection was done by interview using a questionnaire. The entire population of patients treated in internal medicine, space obgyn and surgery hospital of Regency. The sample were taken 91 respondents using proportional random sampling technique. The method of analysis of reality and hope/importance performance analysis.The results showed that the quality of service in reality on inpatient satisfaction (86.15%), quality of service reliability on inpatient satisfaction (92.05%), service quality responsiveness to inpatient satisfaction (92.50%), quality of service guarantee service to inpatient satisfaction (86.15%), the quality of empathy service to inpatient satisfaction (91.52%) and the average service to inpatient satisfaction (89.87%). Thus the quality of service and satisfaction of inpatients was still below 100%.Through the head of the Simeulue Hospital, it is hoped that health workers will provide services to inpatients as well as possible from and re-examine the facilities in inpatient services.
Keywords: Quality of service, expectations and reality, inpatientsReferensi
Pertiwi M, Nurcahyanto H. Efektivitas Program BPJS Kesehatan di Kota Semarang. e J 3 Undip. 2017;6(2):1–14
Hidayati AN, Suryawati C, Sriatmi A. Analisis Hubungan Karakteristik Pasien Dengan Kepuasan Pelayanan Rawat Jalan Semarang Eye Center ( SEC ) Rumah Sakit Islam Sultan Agung Semarang. Junal Kesehat Masy. 2014;2:9–14.
Fachriza D, Aulia D, Rochadi K. Perspektif Pasien dan Manajemen tentang Mutu Pelayanan IGD. J Kesehat. 2019;10(1):74
Muntiaha CR, Kolibu FK, Wowor R. Hubungan Mutu Jasa Pelayanan Kesehatan Dengan Tingkat Kepuasan Pasien Ruang Rawat Inap di Rumah Sakit Budi Mulia Kota Bitung. 2018;1–9.
Juwita GS, Marlinae L, Rahman F. Hubungan Mutu Pelayanan Dengan Kepuasan Pasien Rawat Inap Di Rumah Sakit Umum Daerah Tamiang Layang. J Publ Kesehat Masy Indones. 2017;4(2):49–56.
Jibriel SY, Wowor W, K K. Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan
Pasien Rawat Inap Rumah Sakit Tingkat Iv Lanud Sam Ratulangi. Kesmas. 2019;8(7).
Nur’aeni R, Simanjorang A, . J. Pengaruh Mutu Pelayanan Terhadap Kepuasan Pasien Rawat Inap Di Rumah Sakit Izza Karawang. J Healthc Technol Med. 2020;6(2):1097. Prayitno S. Mutu Pelayanan Dan Kepuasan Pasien Di Instalasi Rawat Inap Ruang Dahlia Rsud Kota Madiun. J Kesehat Manarang. 2018;3(1):21.
Yunestri Mukti W, Hamzah A, Nyorong M, Akademi Keperawatan Bala Keselamatan B, Administrasi dan Kebijakan Kesehatan B, Unhas F, et al. Pengaruh Mutu Layanan Kesehatan Terhadap Kepuasan Pasien Rawat Inap Di Rumah Sakit Woodward KotaPalu. J AKK. 2018;2(3):35–41.
Kurnia S, Hastuti W, Mudayana AA, Nurdhila AP. Hubungan Mutu Pelayanan dengan Kepuasan Pasien Peserta BPJS di Rumah Sakit Umum Daerah Yogyakarta. Kes Mas J Fak Kesehat Masy. 2017;11(2):161–8.
Unduhan
Terbitan
Bagian
Lisensi
I. ORIGINALITY, AUTHORSHIP, AND COPYRIGHT
The manuscripts submitted for publication must be research works written in English that have not been previously published and  are not being considered for publication elsewhere. All the authors must have agreed to the submission and to the order of their names on the title page. They must also have agreed that the corresponding author may act on their behalf throughout the editorial review and publication process. The corresponding author is responsible for obtaining such agreement.
Requests for changes in authorship (order of listing or addition or deletion of names) after submission should be accompanied by signed statements of agreement from all the parties involved. To maintain and protect the publisher‘s ownership and rights and to protect the original authors from misappropriations of their published work, author(s) are required to sign a Journal Publishing Agreement and send it to the editorial office (jhtm@uui.ac.id).
II. PERMISSION
The author is responsible for acquiring the permission(s) to reproduce any copyrighted figures, tables, data, or text that are being used in the submitted paper. Authors should note that text quotations of more than 250 words from a published or copyrighted work will require grant of permission from the original publisher to reprint. The written permission letter(s) must be submitted together with the manuscript.
III. EDITORIAL REVIEW AND REVISION
All papers will be critically read by at least two anonymous reviewers, selected for their competence in the subject area of the paper. Acceptance of the paper will depend upon its scientific merit and suitability for the journal. A paper may be accepted in its original form or subject to revision.
The reviewers' (and editor's) suggestions will be conveyed to the author, who will then have an opportunity to revise the paper. A manuscript returned to an author for revision can be held for a maximum of eight weeks.
The accepted paper will be edited by native English speakers. The cost of language editing service is currently free.
IV. PROOFS
Galley proofs (PDF format) for an accepted article will be sent by e-mail to the corresponding author for copyediting corrections. The core content of an article cannot be changed at this time. It is the author's responsibility to check the entire manuscript, including tables, figure legends, and cited reference numbers, not just the items queried. The proofs should be corrected and mailed to the editorial office within 48 hours of receipt in order to expedite publication. Only one set of corrections will be accepted. In other words, it is important to ensure that all of your corrections are sent to us in one communication.
V. Â REPRINTS
Five free reprint copies of the published article will be shipped to the corresponding authors in Indonesia only, approximately two weeks after the issue is printed. Authors, including overseas authors, who wish to purchase reprints, are required to complete the Reprint Order Form, which will be sent with the galley proofs to corresponding authors. This form must be returned together with the corrected galley proofs.
