Analisis Mutu Kepuasan Pasien Rawat Inap di Rumah Sakit Nurul Hasanah Aceh Tenggara
DOI:
https://doi.org/10.33143/jhtm.v8i2.2721Abstrak
Kepuasan pasien adalah indikator yang sangat penting dan harus diperhatikan saat memberikan pelayanan kesehatan. Kepuasan pasien merupakan hasil dari penilaian oleh pasien terhadap pelayanan kesehatan dengan membandingkan apa yang diharapkan sesuai pelayanan kesehatan kenyataan dengan yang diterima disuatu tatanan kesehatan di rumah sakit. Tujuan penelitian untuk mengetahui bagaimana kepuasan pasien di rumah sakit nurul hasanah aceh tenggara. 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 Rumah Sakit Nurul Hasanah Aceh Tenggara periode Maret sampai Agustus 2022. Jumlah sampel yang akan di teliti sebanyak 100 orang. Analisa data dilakukan dengan analisis univariat, bivariat dan multivariat. Uji statistik yang digunakan adalah uji chi square dan regresi logistik. Analisis univariat menunjukkan pada dimensi Bukti Fisik, Kehandalan, Daya Tanggap, dan Empati lebih banyak responden yang memberi penilaian Baik, sedangkan pada dimensi Jaminan lebih banyak yang memberi penilaian Tidak Baik. Uji bivariat menunjukkan terdapat hubungan signifikan dari dimensi Bukti Fisik (0,003<0,05), Kehandalan (0,001<0,05), Daya Tanggap (0,002<0,05), Jaminan (0,001<0,05), dan Empati (0,004<0,05) dengan Kepuasan Pasien. Dari hasil analisis multivariat didapatkan variabel yang paling berpengaruh dalam penelitian ini adalah variabel Kehandalan dengan nilai OR 52,19. 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 Kehandalan, respon yang cepat mengatasi keluhan pasien di Rumah Sakit Nurul Hasanah Aceh Tenggara.
Kata Kunci : Kepuasan Pasien, bukti fisik, kehandalan, daya tanggap, jaminan, empati.
Patient satisfaction is a very important indicator and must be considered when providing health services. Patient satisfaction is the result of the patient's assessment of health services by comparing what is expected according to actual health services with what is received in a health setting in a hospital. The aim of this research is to find out how patient satisfaction is at Nurul Hasanah Hospital, Aceh Tenggara. The research design used in this study was an analytic survey with a cross sectional design. The population in this study included all patients who were inpatient at Nurul Hasanah Hospital in Southeast Aceh from March to August 2022. The number of samples to be studied was 100 people. Data analysis was performed using univariate, bivariate and multivariate analysis. The statistical test used is the chi square test and logistic regression. Univariate analysis showed that on the dimensions of Physical Evidence, Reliability, Responsiveness, and Empathy, more respondents gave a Good rating, while on the Assurance dimension, more respondents gave a Bad rating. The bivariate test shows that there is a significant relationship between the dimensions of Physical Evidence (0.003<0.05), Reliability (0.001<0.05), Responsiveness (0.002<0.05), Assurance (0.001<0.05), and Empathy (0.004 <0.05) with Patient Satisfaction. . From the results of the multivariate analysis, it was found that the most influential variable in this study was the Reliability variable with an OR value of 52.19. The conclusion is that there is an influence between reliability, responsiveness, direct evidence, empathy, assurance on health service satisfaction. while the multivariate analysis showed that the most dominant factor was responsiveness to health service satisfaction. It is recommended to the hospital. It is hoped that they can conduct training or workshops for health workers to improve the quality of services that must be improved, especially reliability, a fast response to dealing with patient complaints at Nurul Hasanah Hospital in Southeast Aceh.
Keywords: Patient Satisfaction, physical evidence, reliability, responsiveness, reassurance, empathy.
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