Search Repository Universitas Fort De Kock

Kepuasan pasien adalah hasil penilaian dalam bentuk respon perasaan senang dan
puas pada pasien karena terpenuhinya harapan dan keinginannya dalam
menggunakan dan mendapatkan pelayanan kesehatan. Berdasarkan hasil survey awal,
pasien mengatakan kepuasan pasien masih belum tercapai sepenuhnya dikarenakan
pelayanan yang diberikan belum maksimal seperti kepedulian petugas yang masih
kurang dan sarana prasarana yang masih terbatas. Tujuan penelitian ini adalah untuk
mengetahui apakah ada hubungan mutu pelayanan kesehatan terhadap kepuasan
pasien di Puskesmas Gurun Tahun 2024
Jenis penelitian kuantitatif dengan desain crossectional study. Populasi dalam
penelitian ini adalah sebanyak 1.268 pasien dengan jumlah sampel sebanyak 93.
Pengambilan sampel dengan teknik accidental sampling. Teknik pengumpulan data
dilakukan dengan cara wawancara dan membagikan kuesioner kepada responden.
Analisis data menggunakan uji univariat dan uji bivariat yaitu uji chisquare
Hasil penelitian menunjukkan ada hubungan mutu pelayanan kesehatan terhadap
kepuasan pasien dengan hasil univariat yaitu kepuasan 56 (60.2%) responden yang
tidak puas, 65 (69,9%) reliability kurang baik, 49 (52.7%) responsivness kurang
baik, 42 (45,2%) assurance kurang baik, 66 (71.0%) emphaty kurang baik, 65
(69,9%) tangible kurang baik. Dan hasil bivariat dengan nilai yaitu reliability (p
value = 0,026), responsivness (p value = 0,019), assurance (p value = 0,014),
emphaty (p value = 0,001), tangible (p value = 1,42).
Dapat disimpulkan bahwa mutu pelayanan yang paling berhubungan dengan
kepuasan pasien adalah tangible (bukti fisik) dengan OR = 4,97. Untuk itu
diharapkan kepada petugas Puskesmas Gurun agar selalu meningkatkan mutu
pelayanan kesehatan dibagian tangible (Bukti Fisik) selama melakukan pelayanan
terhadap pasien.

Patient satisfaction is the result of research in the form of a response of feelings of
happiness and satisfaction to patients because their hopes and desires are fulfilled in
using and obtaining health services. Based on the results of the initial survey, patients
said that patient satisfaction had not yet been fully achieved because the services
provided were not optimal, such as the staff's lack of concern and limited
infrastructure. The aim of this research is to find out whether there is a relationship
between the quality of health services and patient satisfaction at the Gurun
Community Health Center in 2024
This type of quantitative research with a cross-sectional study design. The population
in this study was 1,268 patients with a sample size of 93. Sampling was taken using
an accidental sampling technique. Data collection techniques were carried out by
interviewing and distributing questionnaires to respondents. Data analysis used
univariate tests and bivariate tests, namely the chisquare test =0.05
The research results show that there is a relationship between the quality of health
services and patient satisfaction with univariate results, namely satisfaction of 56
(60.2%) respondents who are not satisfied, 65 (69.9%) reliability is not good, 49
(52.7%) responsiveness is not good, 42 (45.2%) %) assurance is not good, 66
(71.0%) empathy is not good, 65 (69.9%) tangible is not good. And the bivariate
results with values are reliability (p value = 0.026), responsiveness (p value = 0.019),
assurance (p value = 0.014), empathy (p value = 0.001), tangible (p value = 1.42).
It can be concluded that the quality of service that is most related to patient
satisfaction is tangible (physical evidence) with OR = 4.97. For this reason, it is
hoped that Gurun Community Health Center officers will always improve the quality
of health services in the tangible section (Physical Evidence) while providing
services to patients.