Faktor Yang Berhubungan Dengan Kepuasan Pasien Di Poli Rawat Jalan Puskesmas Babahrot
DOI:
https://doi.org/10.33143/jhtm.v9i2.3395Abstract
Kepuasan pasien dapat diartikan sebagai perasaan puas, rasa senang dan kelegaan seseorang dikarenakan mengkonsumsi suatu produk atau jasa untuk mendapatkan suatu pelayanan kesehatan. Agar kualitas pelayanan tidak menurun, maka puskesmas harus meningkatkan mutu layanannya yang ditujukan untuk memenuhi harapan dan kepuasan masyarakat di wilayah kerja puskesmas tersebut. Penelitian ini bertujuan untuk menjelaskan faktor – faktor yang memepengaruhi kepuasan pasien di poli rawat jalan UPTD Puskesmas Babahrot Kecamatan Babahrot Kabupaten Aceh Barat Daya tahun 2023. Jenis penelitian ini bersifat deskriptif analitik dengan menggunakan desain cross sectional dan menggunakan uji statistik chi-square. Populasi dalam penelitian ini semua pasien rawat jalan yang berkunjung sebanyak 100 pasien, dengan teknik pengambilan sampling yaitu total sampling berjumlah 100 orang. Pengumpulan data dilakukan tanggal 6 s/d 13 Januari 2023 dengan cara menyebar kuesioner dan wawancara. Dari hasil penelitian diperoleh persentase pasien yang merasa kurang puas terhadap pelayanan kesehatan (44%), responden yang menyatakan kehandalan (reliability) sangat baik (63%), responden yang menyatakan ketanggapan (responsiveness) baik (43%), responden yang menyatakan ketanggapan (assurance) sangat baik (41%), responden yang menyatakan empati (emphaty) sangat baik (59%) dan responden yang menyatakan bukti fisik/langsung (tangible) sangat baik (62%). Hasil uji statistik diperoleh tidak ada hubungan yang signifikan antara empati (p value=0,96) dengan kepuasan pasien. Sebaliknya ada hubungan yang signifikan antara kehandalan (p value=0,002), ketanggapan (p value=0,028), jaminan (p value=0,022) dan bukti fisik (p value=0,002) dengan kepuasan pasien.
Kata Kunci : kepuasan, kualitas, pelayanan kesehatan
Patient satisfaction can be interpreted as a feeling of satisfaction, pleasure and relief for someone due to consuming a product or service to get a health service. So that the quality of service does not decrease, the puskesmas must improve the quality of its services aimed at meeting the expectations and satisfaction of the community in the working area of the puskesmas. This study aims to explain the factors influencing patient satisfaction at the outpatient polyclinic of UPTD Puskesmas Babahrot, Babahrot District, Aceh Barat Daya District in 2023. This type of researchÂ
is descriptive analytic using a cross sectional design and using the chi-square statistical test. The population in this study were all outpatients visiting in 2022 with a sample of 100 people. Data collection was carried out from 6 to 13 January 2023 by distributing questionnaires and interviews. From the results of the study, it was found that the percentage of patients who were dissatisfied with health services (44%), respondents who stated reliability was very good (63%), respondents who stated good responsiveness (43%), respondents who stated responsiveness ( assurance) is very good (41%), respondents who say empathy is very good (59%) and respondents who say tangible evidence is very good (62%). The results of statistical tests showed that there was no significant relationship between empathy (p value = 0.96) and patient satisfaction. Conversely, there is a significant relationship between reliability (p value=0.002), responsiveness (p value=0.028), assurance (p value=0.022) and physical evidence (p value=0.002) with patient satisfaction.
Keywords: patient satisfaction, quality of health services
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