Search Repository Universitas Fort De Kock

Kepuasan pasien merupakan indikator dalam menilai kualitas pelayanan kesehatan, namun kualitas pelayanan kesehatan di Indonesia masih belum sesuai dengan harapan masyarakat. Survey awal di Puskesmas Biaro, terdapat keluhan pasien tentang pelayanan di Puskesmas, akibatnya pasien yang datang berobat merasa kurang puas dengan kualitas pelayanan yang diberikan petugas kesehatan Pusekesmas Biaro Tujuan penelitian untuk mengetahui Hubungan Kualitas Pelayanan Kesehatan Dengan Tingkat Kepuasan Pasien Rawat Jalan. Jenis penelitian ini kuantitatif menggunakan rancangan penelitian Cross sectional. Penelitian ini dilaksanakan di Puskesmas Biaro Kecamatan Ampek Angkek Kabupaten Agam pada bulan November 2023. Populasi adalah pasien rawat jalan yang berkunjung ke Puskesmas Biaro berjumlah 1077 orang. Jumlah sampel 264 orang, diambil secara accidental sampling. Data dikumpulkan melalui penyebaran kuesioner dan dianalisa menggunakan uji chi-square. Hasil analisis univariat didapatkan 50,4 % responden menyatakan kehandalan baik, (53,4 %) daya tanggap baik, (50,5 %) jaminan, (55,7 %) empati tidak baik, (50,0 %) bukti langsung tidak baik, dan (53,0 %) menyatakan tidak puas dengan pelayanan kesehatan di Puskesmas Biaro. Hasil bivariat ada hubungan kehandalan (p = 0,048 dan OR = 1,685), daya tanggap (p = 0,011 dan OR = 1,945) dan bukti langsung (p = 0,019 dan OR = 1,846) dengan tingkat kepuasan pasien. Selanjutnya tidak ada hubungan jaminan (p = 0,109) dan empati (p = 0,259) dengan tingkat kepuasan pasien.. Disimpulkan bahwa faktor yang paling berhubungan dengan tingkat kepuasan pasien adalah daya tanggap. Diharapkan kepada pihak Puskesmas agar dapat lebih mempertahankan dan meningkatkan kualitas pelayanan yang sudah diberikan selama ini dan segera memperbaiki keluhan-keluhan pasien.

Patient satisfaction serves as an indicator for assessing healthcare service quality, yet the quality of healthcare services in Indonesia still falls short of public expectations. An initial survey conducted at Community Health Center Biaro revealed patient complaints regarding the services provided, resulting in dissatisfaction among patients seeking outpatient care at the facility. This study aimed to determine the Relationship between Healthcare Service Quality and Outpatient Patient Satisfaction Level. This quantitative research employed a cross-sectional study design, conducted within the jurisdiction of Community Health Center Biaro, Ampek Angkek District, Agam Regency in November 2023. The population comprised 1077 outpatient visitors to Community Health Center Biaro, with a sample size of 264 individuals selected via accidental sampling. Data were collected through questionnaire distribution and analyzed using the chi-square test. Univariate analysis revealed that 50.4% of respondents rated reliability as good, 53.4% responsiveness as good, 50.5% assurance, 55.7% lacked empathy, 50.0% had poor tangible evidence, and 53.0% expressed dissatisfaction with healthcare services at Community Health Center Biaro. Bivariate analysis showed a significant relationship between reliability (p = 0.048 and OR = 1.685), responsiveness (p = 0.011 and OR = 1.945), tangible evidence (p = 0.019 and OR = 1.846), and patient satisfaction level. However, no significant relationship was found between assurance (p = 0.109) and empathy (p = 0.259) with patient satisfaction level. In conclusion, responsiveness was identified as the factor most closely associated with patient satisfaction level. It is recommended that Community Health Center authorities strive to maintain and enhance the quality of services provided and promptly address patient complaints.