Search Repository Universitas Fort De Kock

Kepuasan pasien adalah hasil penilaian dalam bentuk respon emosional (perasaan senang dan puas) pada pasien karena terpenuhinya harapan atau keinginan dalam menggunakan dan menerima pelayanan Kesehatan. Untuk mengetahui kualitas pelayanan yang dirasakan secara nyata oleh konsumen, ada indikator ukuran kepuasaan konsumen yang terletak pada 5 dimensi kualitas pelayanan, yaitu: Reliability, Tangibles, Responsiveness, Assurance, dan Emphaty. Masalah manajemen rumah sakit pada akhir-akhir ini memang banyak disorot. Tidak saja atas keluhan-keluhan masyarakat yang merasa kecewa dengan pelayanan rumah sakit, baik dari segi mutu, kemudahan, dan tarif, tetapi juga perkembangan zaman yang memang sudah mendesak kearah perbaikan-perbaikan itu. Tujuan penelitian untuk mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan pasien rawat jalan di Rsud Kota Padang Panjang Tahun 2019. Metode penelitian analitik dengan desain crosssectional. Populasi sebanyak 2606 pasien dengan sampel 190. Pengambilan sampel menggunakan teknik nonprobality sampling. Data kepuasan pasien reliability, tangibles, responsiveness, assurance, dan emphaty didapatkan dengan menggunakan kuesioner. Analisis data secara univariat dan bivariat denganu uji chi square dengan =0,05. Dari hasil penelitian dapat disimpulkan bahwa terdapat hubungan antara tangibles (p= 0.0005), reliability (p=0.0005), responsiveness (p= 0.0005), assurance (p=0.0005) dan emphaty(p= 0.0005) dengan kepuasan pasien. Disimpulkan bahwa mutu pelayanan yang paling beresiko terhadap kepuasan pasien adalah reliability (handal) dengan OR=25,179. Diharapkan dalam memberi layanan, tenaga kesehatan mampu secara akurat dan dipercaya baik terhadap informasi maupun tindakan yang dapat dibuktikan kebenaran dan ketetapan tindakannya.

Patients satisfaction is the result of assessment in the form of emotional response (feeling happy and satisfied) because of the fulfillment of expectations or desires in using and receiving health services. In order to find out the service quality that is felt by consumers, there are indicators of consumer satisfaction such as reliability, tangibles, responsiveness, assurance, and empathy. The problem of hospital management has been highlighted not only for the complaints of the people who feel disappointed with hospital services, both in terms of quality, convenience, and tariffs, but also the development of the times which have indeed been pressing towards those improvements. The purpose of this research was to determine The Correlation between Health Quality Services toward Patients Satisfaction in Padang Panjang Hospital, 2019. The type of this research was analytical research method with cross sectional design. The populations were 2606 patients. By using non-probality sampling technique, 190 were chosen as the samples. The data of patients satisfaction, tangibles, responsiveness, assurance, and empathy were obtained by using a questionnaire. Then, it was analyzed by univariate and bivariate with chi square test = 0.05. From the results of the research, it can be concluded that there was a correlation between tangibles (p = 0.0005), reliability (p = 0.0005), responsiveness (p = 0.0005), assurance (p = 0.0005) and emphaty (p = 0.0005) toward patients satisfaction. In short, it can be concluded that the most risk factor for patient satisfaction was reliability with OR = 25,179. It is expected to the health workers to provide accurate and trusted both for information and actions that can be proven to be true and the determination of their actions.