Search Repository Universitas Fort De Kock

Mutu pelayanan merupakan suatu tingkat pelayanan pada perasaan pasien yang timbul sebagai akibat dari kinerja layanan kesehatan yang diperolehnya
setelah pasien membandingkannya dengan apa yang diharapkannya. Kepuasan
pasien merupakan keluaran (outcome) dari mutu layanan kesehatan (Agus D.S
2010). Rendahnya angka mutu pelayanan terhadap pasien akan berdampak
terhadap perkembangan pelayanan kesehatan. Tujuan dari penelitian ini yaitu
untuk mengetahui Gambaran Kepuasa Pasien Pada Mutu Pelayanan Kesehatan Saat Pandemi Covid 19 Di Klinik Kesehatan Kodim Batusangkar Tahun 2020. Penelitian ini menggunakan desain penelitian deskriptif dengan
pendekatan cross sectional dimana observasi dan pengumpulan data sekaligus
pada waktu bersamaan. Sampel berjumlah 94 responden dengan menggunakan
total sampling analisa data menggunakan analisa univariat. Hasil penelitian didapatkan lebih dari separuh (56,4%) menyatakan tangibles positif, lebih dari separuh responden menyatakan reliability positif (54,3%), lebih dari separuh responden menyatakan responsiveness negatif (57,4%), lebih dari separuh responden menyatakan assurance negatif (55,3%), dan lebih dari separuh responden menyatakan emphaty positif (52,1%). Dapat disimpulkan bahwa pasien merasa puas terhadap dimensi tangibles, reliability, dan emphaty pada Saat Pandemi Covid 19 Di Klinik Kesehatan Kodim Batusangkar Tahun 2020. Saran untuk petugas pelayanan kesehatan agar meningkatkan mutu pelayanan pada dimensi responsiveness dan assurance.

Service quality is a level of service to the patient's feelings that arise as a result of the performance of the health service he gets after the patient compares it with what he expects. Patient satisfaction is the output (outcome) of the quality of health services (Agus D.S 2010). The low number of service quality for patients will have an impact on the development of health services. The purpose of this study was to determine Patient Satisfaction Description on Quality of Health Services During Covid 19 Pandemic at the Military District Command health clinic Batusangkar 2020. This study used a descriptive research design with a cross sectional approach. By using total sampling, 94 respondents were selected. The data were collected through observation simultaneously. Then, it was analyzed by univariate analysis. The results showed that (56.4%) respondents stated tangibles were positive, (54.3%) respondents stated reliability were positive, (57.4%) respondents stated the responsiveness were negative, (55.3%) respondents said assurance were negative, and (52.1%). respondents expressed positive empathy. In short, it can be concluded that the patients were satisfied with the dimensions of tangibles, reliability, and empathy during the Covid 19 pandemic at the Military District Command health clinic Batusangkar 2020. It is suggested for health care workers to improve service quality in the dimensions of responsiveness and assurance.