Analisis Kepuasan Pasien dan Kualitas Pelayanan Kesehatan di Rumah Sakit Gigi dan Mulut Pendidikan Universitas Sumatera Utara
DOI:
https://doi.org/10.32734/scripta.v1i`1.1163Keywords:
kualitas pelayanan, kepuasan pasien, RSGMP, service quality, patient satisficationAbstract
ABSTRAK
Dalam konteks pelayanan kesehatan, kepuasaan pasien adalah suatu keadaan dimana keinginan, harapan dan kebutuhan pasien dipenuhi.Suatu pelayanan dinilai memuaskan bila pelayanan tersebut dapat memenuhi kebutuhan dan harapan pasien.Terdapat lima dimensi kualitas pelayanan yang akan dinilai yaitu kehandalan, daya tanggap, jaminan, empati dan bukti fisik. Penelitian ini bertujuan untuk menganalisis hubungan antara kualitas pelayanan dengan kepuasan pasien di RSGMP.Jenis penelitian mixed method dengan pendekatan cross sectional study. Sampel penelitian untuk data kuantitatif adalah 100 pasien, dan 10 informan untuk data kualitatif. Sampel diambil dengan teknik accidental sampling.Hasil penelitian menunjukkan variabel kualitas pelayanan (kehandalan, daya tanggap, jaminan, empati dan bukti fisik) memiliki hubungan yang signifikan dengan variabel kepuasan pasien di RSGMP dengan p-value=0,001. Hasil kualitatif diketahui pasien mengeluhkan waktu tunggu dan waktu pelayanan yang lama, tidak jelasnya perawatan dan kurangnya keterampilan dari dokter yang bertugas.Sedangkan pimpinan rumah sakit menyatakan bahwa kepuasan adalah hal yang subjektif dan telah melakukan pelayanan dengan maksimal.Penelitian ini menyimpulkan adanya hubungan yang signifikan antara pelayanan kesehatan dengan kepuasan pasien.Oleh karena itu diperlukan upaya untuk meningkatkan kualitas pelayanan kesehatan seperti manajemen waktu pelayanan dan peningkatan skill petugas kesehatan.
Kata Kunci : Kualitas Pelayanan, Kepuasan Pasien, RSGMP
ABSTRACT
In the context of health services, patient satisfaction is a condition where the patient's wishes, expectations and needs are met. A service is considered satisfactory if the service can meet the needs and expectations of the patient. There are five dimensions of service quality to be assessed, namely reliability, responsiveness, assurance, empathy and physical evidence. This study aims to analyze the relationship between service quality and patient satisfaction in the RSGMP. This type of research is mixed method with a cross sectional study approach. The sample was 100 patients for quantitative and 10 informants for qualitative data. Samples were taken by accidental sampling technique. The results showed variable service quality had a significant relationship with the variable patient satisfaction in RSGMP with p-value = 0.001. Qualitative results revealed that patients complain of long waiting times and service times, unclear care and lack of skills of health workers. While the head of the hospital stated that satisfaction is a subjective matter and has done the maximum service. This study concluded that there was a significant relationship between health services and patient satisfaction. Therefore efforts are needed to improve service quality such as service time managementand skills improvement of health workers.
Keyword: Service Quality, Patient Satisfaction, RSGMP
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Copyright (c) 2019 Khairun Nisa, Juliandi Harahap, Umar Zein
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