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"ABSTRAKTesis ini merupakan suatu penelitian dengan metode penelitian kualitatif terhadapupaya peningkatan mutu pelayanan poliklinik spesialis Rumah Sakit RS Citama diBogor Tahun 2015. Tujuan penelitian adalah untuk mengetahui pelaksanaan upayapeningkatan mutu pelayananan di poliklinik spesialis RS Citama. Penelitiandilakukan dengan mengumpulkan informasi sebanyak-banyaknya tentang upaya yangdilakukan untuk peningkatan mutu pelayanan di poliklinik spesialis rumah sakittersebut selama tahun 2015. Upaya peningkatan mutu pelayanan yang baik adalahdengan menerapkan manajemen mutu terpadu. Keberhasilan upaya peningkatan mutupelayanan di poliklinik spesialis di rumah sakit ditentukan oleh input yang tersedia,yaitu tenaga, sarana dan prasarana, dana dan metoda yang tersedia, serta bagaimanaproses peningkatan itu sendiri berlangsung sehingga pada akhirnya akanmempengaruhi pencapaian atau output. Proses perbaikan mutu yang digunakanmelalui langkah-langkah identifikasi sikap karyawan, identifikasi kebutuhanpelanggan, identifikasi masalah, analisis masalah, solusi potensial dan implementasisolusi Gaspersz, 2003 . Wawancara mendalam dilakukan untuk mendapatkaninformasi mengenai bagaimana upaya peningkatan mutu pelayanan di poliklinikspesialis RS Citama. Dapat disimpulkan dari penelitian ini bahwa tenaga kesehatan dipoliklinik RS Citama jumlahnya belum mencukupi untuk kebutuhan pelayanan dirumah sakit tersebut. Sarana dan prasarana dan metode yang tersedia perlu diperbaiki.Sedangkan dana yang disiapkan untuk upaya peningkatan mutu sudah dialokasidengan cukup baik. Proses pelaksanaan manajemen mutu terpadu sudah ada tetapitidak berjalan dengan baik.Kata kunci : mutu pelayanan, poliklinik spesialis, manajemen mutu terpadu.

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ABSTRACTThis thesis is a study with qualitative research methods towards improving the qualityof service of a specialist policlinic Citama Hospital in Bogor during 2015. Thepurpose of research is to investigate the implementation of quality improvementefforts in the specialist policlinic Citama hospital. The study was conducted bygathering as much information about the efforts made for improving quality ofservice in the hospital specialist policlinic during 2015. Efforts to improve the qualitygood service is to implement an integrated quality management. The success ofquality of service improvement in specialist policlinic in hospitals is determined bythe input provided, namely personnel, facilities, funding and methods are available,and how the upgrade process itself takes place that will ultimately affect theachievement or output. Quality improvement process used through measuresemployee attitudes identification, identification of customer needs, problemidentification, problem analysis, potential solutions and implementation of solutions Gaspersz, 2003 . Depth interviews were conducted to obtain information on howefforts to improve the quality of service in a specialist policlinic Citama hospital. Itcan be concluded from this study that the health worker at the specialist policlinicCitama hospital was not sufficient for the needs of his number of services at thehospital. Facilities and infrastructure and the available methods need to be improved.While funds are prepared for quality improvement efforts also allocated fairly well.The process of implementing integrated quality management already exists but it isnot going well.Key word quality of service, spesialist policlinic, integrated quality management"

"Tidak sesuainya waktu tunggu rawat jalan di Poliklinik Spesialis RS Hermina Bogor dengan standar dapat mempengaruhi mutu unit dari sisi penyedia layanan, sedangkan dari sisi pasien akan menghambat proses pelayanan rawat jalan. Penelitian ini bertujuan untuk mendapatkan usulan desain cetak biru layanan yang menggambarkan proses pelayanan rawat jalan pasien JKN, menganalisis titik-titik lamanya waktu tunggu rawat jalan, dan faktor-faktor penyebab lamanya waktu tunggu rawat jalan di Poliklinik Spesialis. Desain penelitian ini menggunakan pendekatan kualitatif dengan metode observasi (dari pasien datang mengambil nomor antrian hingga selesai mendapatkan obat atau tidak mendapatkan obat), telaah dokumen, dan wawancara mendalam. Hasil penelitian menunjukkan bahwa bottleneck paling besar yang menghambat proses pelayanan rawat jalan adalah saat pasien mengantre pendaftaran. Peneliti mengusulkan desain cetak biru layanan untuk pasien rawat jalan JKN sebagai upaya perbaikan untuk meningkatkan mutu pelayanan.

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The incompatibility of outpatient waiting time at the Specialist Polyclinic of Hermina Bogor Hospital with standards, can affect the quality of the unit from the service provider side, while from the patient side it will delay the outpatient service process. This study aims to obtain a design of service blueprint that describes the outpatient care process of JKN patients, analyze the touchpoints of long outpatient waiting time, and the factors causing the long waiting time for outpatient care at Specialist Polyclinic. The design of this study used a qualitative approach with direct observation (from patients arrived at hospital to pick up the queue number until they finished getting the drug or not), document review, and in-depth interviews. The results of the study show that the biggest bottleneck that inhibits the outpatient service process is when patients queue for registration. The researcher proposed a service blueprint design for JKN outpatients as an improvement effort to improve service quality."

"Rumah sakit merupakan suatu sarana yang memberikan pelayanan dibidang kesehatan bagi masyarakat luas, oleh karena itu rumah sakit dituntut untuk memiliki pelayanan yang bermutu sesuai dengan standar yang ditetapkan untuk menjaga kualitas layanan yang diberikan. Pemerintah telah menetapkan Standar Pelayanan Minimal Rumah Sakit dalam Keputusan Mentri Kesehatan No.129 Tahun 2008 sebagai suatu acuan dalam penyelenggaraan pelayanan rumah sakit. Instalasi Rawat Jalan  Rumah Sakit Vania merupakan pelayanan prioritas bagi Rumah Sakit Vania karena volume kunjungan pasien terbanyak. Poliklinik Dokter Spesialis Penyakit dalam merupakan layanan spesialistik dengan jumlah pasien tertinggi selama tahun 2019 hingga tahun 2022 dengan rata-rata jumlah kunjungan 1500-1700 pasien per bulan. Dari hasil laporan capaian  mutu dan observasi didapatkan bahwa waktu tunggu proses pelayanan rawat jalan di Rumah Sakit Vania belum mencapai standar sesuai dengan acuan Standar Pelayanan Minimal bahwa waktu tunggu rawat jalan maksimal ≤60 menit  sedangkan waktu tunggu pelayanan resep yaitu ≤30 menit untuk obat non racikan dan ≤60 menit obat racikan. Penelitian ini bertujuan untuk melakukan analisis waktu tunggu rawat jalan Poliklinik Spesialis Penyakit Dalam dengan pendekatan Lean Hospital untuk dapat memperbaiki mutu layanan. Metode Penelitian ini adalah operasional research dengan pendekatan kualitatif. Pengambilan data dilakukan pada bulan Juni 2022 di Instalasi Rawat Jalan dengan bservasi langsung. Sampel yang diambil berjumlah 41sampel dari berbagai jaminan. Dilanjutkan dengan wawancara dengan informan dan telaah dokumen.Hasil : Pasien dengan cara bayar Jaminan Kesehatan Nasional yang melakukan pendaftaran online memiliki Lead Time sebesar 1 jam 47 menit 59 detik, dengan Value Added  35%, Non Value Added 65 %, pasien dengan cara bayar Jaminan Kesehatan Nasional yang melakukan pendaftaran onsite/manual memiliki Lead Time sebesar 2 jam 12 menit 21 detik, dengan Value Added 32%, Non Value Added 68 %, Pasien Non Jaminan Kesehatan Nasional yang melakukan pendaftaran onsite/manual memiliki Lead Time sebesar 1 jam 12 menit 30 detik, dengan Value Added 74%, Non Value Added 26 %. Pada analisis kegiatan non value added terdapat 13 kegiatan yang dinilai sebagai waste, tertinggi ada pada kategori waste waiting. Root cause analysis dilakukan dengan metode 5 why’sKesimpulan : Dengan metode lean hospital dapat mengetahui capaian waktu tunggu pelayanan rawat jalan dan resep, waste dan akar penyebab masalah hingga desain rancangan perubahan sebagai upaya perbaikan dan

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The hospital is a facility that provides services in the health sector for the wider community, therefore hospitals are required to have quality services in accordance with established standards to maintain the quality of services provided. The government has set Minimum Service Standards for Hospitals in the Decree of the Minister of Health No.129 of 2008 as a reference in the implementation of hospital services. The Vania Hospital Outpatient Installation is a priority service for Vania Hospital because of the highest volume of patient visits. The Internal Medicine Specialist Polyclinic is a specialist service with the highest number of patients from 2019 to 2022 with an average number of visits of 1500-1700 patients per month. From the results of the quality achievement report and observations, it was found that the waiting time for the outpatient service process at Vania Hospital had not reached the standard according to the Minimum Service Standard reference that the maximum outpatient waiting time was 60 minutes while the waiting time for prescription services was 30 minutes for non-concoction drugs. and 60 minutes of concoction drugs. This study aims to analyze the outpatient waiting time of the Internal Medicine Specialist Polyclinic with a Lean Hospital approach to improve service quality.

Methods: This research is operational research with a qualitative approach. Data collection was carried out in June 2022 at the Outpatient Installation with direct observation. The samples taken amounted to 41 samples from various guarantees. Followed by interviews with informants and reviewing documents.

Results: Patients by paying for the National Health Insurance who register online have a Lead Time of 1 hour 47 minutes 59 seconds, with Value Added 35%, Non Value Added 65%, patients by paying Health Insurance Nationals who register onsite/manual have a Lead Time of 2 hours 12 minutes 21 seconds, with Value Added 32%, Non Value Added 68%, Non-National Health Insurance Patients who register onsite/manual have a Lead Time of 1 hour 12 minutes 30 seconds, with Value Added 74%, Non Value Added 26%. In the analysis of non-value added activities there are 13 activities that are considered as waste, the highest is in the category of waste waiting. Root cause analysis was carried out using the 5 why's method. Conclusion: With the lean hospital method, we can find out the achievement of waiting time for outpatient and prescription services, waste and root causes of problems to design changes as an effort to improve and future state mapping."

"[ABSTRAKRumah Sakit Ibu dan Anak Ummi (RSIA Ummi) memiliki pelayanan unggulan pada poliklinik kandungan. Jumlah kunjungan pada poliklinik kandungan RSIA Ummi terus meningkat setiap tahunnya. Peningkatan jumlah pasien menyebabkan waktu tunggu pelayanan menjadi semakin lama, ditambah alur proses pelayanan yang kompleks menimbulkan kebingungan pada pasien. Penelitian ini menganalisis pelayanan poliklinik kandungan di Instalasi Rawat Jalan RSIA Ummi dengan Konsep Lean Thinking. Dengan menggunakan metode Lean Thinking memperlihatkan adanya non value added activity sebesar 86% dan value added activity sebesar 14%. Hal ini menunjukkan bahwa terdapat cukup banyak waste (pemborosan). Selain itu dari analisis fishbone diagram menunjukkan delapan akar masalah. Usulan ide perbaikan dibagi menjadi 3 tahap, yaitu jangka pendek, jangka menengah, dan jangka panjang, yang di dalamnya terdapat juga ide perbaikan untuk mengurangi waste (pemborosan) dan membuat aliran proses menjadi lebih efektif dan efisien.ABSTRACTMother and Child Hospital (RSIA) Ummi has a superior service at the obstetric and Gynecology polyclinic. The visitation number of the obstetric and Gynecology polyclinic in RSIA Ummi keep increasing every year. The increasing number of patients makes the waiting time services become longer. Beside that, the complex service flowchart causes confusion for patients. This research analyzes the content of polyclinic service at the Outpatient Installation RSIA Ummi with Lean Thinking Concept. By using Lean Thinking showed non-value added activity by 86% and value added activity by 14%. This shows that there are quite a lot of wastes. Addition of fishbone diagram analysis showed that there are eight roots of the problem. The writer proposed ideas for improvement that are divided into three stages, namely short term, medium term and long term, in which there is also the idea to reduce waste and to make the service flowchart becomes more effective and efficient.;Mother and Child Hospital (RSIA) Ummi has a superior service at the obstetric and Gynecology polyclinic. The visitation number of the obstetric and Gynecology polyclinic in RSIA Ummi keep increasing every year. The increasing number of patients makes the waiting time services become longer. Beside that, the complex service flowchart causes confusion for patients. This research analyzes the content of polyclinic service at the Outpatient Installation RSIA Ummi with Lean Thinking Concept. By using Lean Thinking showed non-value added activity by 86% and value added activity by 14%. This shows that there are quite a lot of wastes. Addition of fishbone diagram analysis showed that there are eight roots of the problem. The writer proposed ideas for improvement that are divided into three stages, namely short term, medium term and long term, in which there is also the idea to reduce waste and to make the service flowchart becomes more effective and efficient., Mother and Child Hospital (RSIA) Ummi has a superior service at the obstetric and Gynecology polyclinic. The visitation number of the obstetric and Gynecology polyclinic in RSIA Ummi keep increasing every year. The increasing number of patients makes the waiting time services become longer. Beside that, the complex service flowchart causes confusion for patients. This research analyzes the content of polyclinic service at the Outpatient Installation RSIA Ummi with Lean Thinking Concept. By using Lean Thinking showed non-value added activity by 86% and value added activity by 14%. This shows that there are quite a lot of wastes. Addition of fishbone diagram analysis showed that there are eight roots of the problem. The writer proposed ideas for improvement that are divided into three stages, namely short term, medium term and long term, in which there is also the idea to reduce waste and to make the service flowchart becomes more effective and efficient.]"

"Rumah Sakit Bhineka Bakti Husada adalah rumah sakit swasta di daerah Pondok Cabe dengan jumlah kunjungan rawat jafan dari tahun ke tahun meningkat. Untuk rmengetahui kualirns pelayanan salah satunya perlu dilakukan survei kepuasan yang belum pernah dijalankan di rumah sakit. Penelitian ini bertujuan untuk mengetahui kepuasan pasien terhadap pelayanan Poliklinik Spesialis Rumah Sakit Bhineka Bakti Husada. Cara. Jenis (69,61 %). Lama waktu tempuh responden dari tempat tinggal ke rumah sakit sebagian besar?: 30 menit 55,58 %, dan cara pembayaran cash 93,5 %. Faktor karakteristik responden seperti umur, jenis kelamin, pekerjaan, pendidikan, lama waktu tempuh dan cara bayar tidak ada yang berhubungan secara bermakna dengan kepuasan. Dimensi kepuasan wujud (tangible) merupakan dimensi kepuasan yang paling basar responden menyatakan kurang puas (90,39%). Yang merupakan prioritas utama untuk perbaikan pelayanan (kuadran A dalarn diagram kartesius) adalah faktor dokter datang tepa!waktu, pasien tidak menunggu lama untuk diperiksa, dokter segera datang saat dibutuhkan, dokter memeriksa tidak terburu buru, kondisi peralatan pemeriksaan rnenimbulkan rasa arnan dokter mernperlakukan pasien dengan penuh perhatian paslen memperoleh cukup waktu untuk bertanya kepada dokter, dokter memberikan waktu untuk konsultasi, perawat memherikan pelayanan tanpa membedakan pesien, we yang bersih. Disarankan kepada rumah sakit terutama manajemen untuk memperbaiki faktor-faktor yang berda peda kuadran A

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Rumah Sakit Bhineka Bakti Husada is a hospital in Pondok Cabe area which has significant increase of patient each year. In order to determine the quality on service of this hospital, survey on satisfaction needs to be applied to this hospital which has never been applied before. The aim of this research is to obtain the character of patient regarding to the age. gender occupation) education, and payment This cross sectional research used primary data which collected from 385 specialist clinical patient and has been analyzed using hospital and payment have no significant relation related to the satisfaction respondent who satisfied is 9,6% and not satisfied 90,39%, at dimension respondent satisfied 16,88%, and not satisfied 83 12 assurance satisfied is 18,7 could not satisfied 81,30 %, emphatic dimension satisfied 21,30% and not satisfied 78,70 5, tangible satisfied 9,61 %and not satisfied 90,39 %. Regarding to the Cartesian diagrams, the components lying in A quadrants are The doctors come on time, patients wait in short time, doctors arrive immediately when they are needed, doctors diagnose un hurry, equipment condition is safedoctors treat and take attention to patients and patients have enough time for discussion, doctors provide time for consultation, nurses service patients in same conditions, Toilet is in clean condition. Regarding to the result the Bhineka Bakd Husada hospital management shall improve al1 factors that stay in A quadrant."

"Tesis ini membahas tentang analisa mutu pelayanan unit hemodialisa ditinjau dari Kriteria Baldrige di Rumah Sakit Anna Medika Bekasi Tahun 2015. Hal ini didasari karena saat ini unit hemodialisa menjadi rumah sakit dengan tindakan hemodialisa terbesar ke dua di Jawa Barat, sehingga perlu diketahui kekuatan dan kelemahan dalam pelayanan unit hemodialisa. Hal lain karena belum dilakukan kajian terhadap mutu pelayanan, maka dilakukan analisa dengan menggunakan kriteria Baldrige. Kriteria Baldrige digunakan karena fleksibel, tidak mengukur satu aspek saja, namun terhadap faktor organisasi, operasional dan hasil pelayanan. Jenis penelitian ini adalah penelitian kualitatif dengan pendekatan deskriptif. Pengumpulan data dengan wawancara mendalam, observasi dan telaah dokumen. Pengolahan dan analisa data menggunakan petunjuk/panduan penilaian kriteria Baldrige. Hasil penelitian menemukan bahwa mutu pelayanan unit hemodialisa telah mencapai poin 527,75 dari total skor dalam kriteria Baldrige yakni 1000 poin. Dalam penilaian ini, unit hemodialisa menuju tahap pengembangan dan perbaikan. Aspek yang terkuat dalam pelayanan unit hemodialisa terletak pada kepuasan pelanggan (pasien), operasional dan berorientasi terhadap pelayanan, namun terdapat aspek yang perlu perbaikan yakni dalam hal strategi, monitoring dan evaluasi serta kepemimpinan. Saran penelitian ini agar unit memperhatikan, membuat program kerja, pedoman pelayanan/standar operasional prosedur, sistem keamanan dan keselamatan pasien dan karyawan guna mencapai pelayanan yang bermutu tinggi.

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This thesis discusses the analysis of service quality hemodialysis unit in terms of the Baldrige Criteria Anna Medika Hospital in Bekasi year since 2015. This is based on current hemodialysis unit into a hospital with action hemodialysis second largest in West Java, so keep in mind the strengths and weaknesses in service hemodialysis unit. The other thing because it has not done a study of quality of service, then the analysis using the Baldrige criteria. Baldrige criteria is used because it is flexible, does not measure one aspect only, but to factor organizational, operational and service delivery.

The research is a qualitative study with a descriptive approach. Collecting data with in-depth interviews, observation and document analysis. Data processing and analysis using manual / guide assessment Baldrige criteria.

The study found that service quality hemodialysis unit has reached a total score of 527.75 points in the Baldrige criteria for 1000 points. In this assessment, hemodialysis unit towards the stages of development and improvement. Aspects of the strongest in the service of hemodialysis unit located on customer satisfaction (patient), operational and oriented towards services, but there are aspects that need improvement in terms of strategy, monitoring and evaluation, and leadership.

This research suggestion that the unit pay attention, make the program work, ministry guidelines / standard operating procedures, systems security and safety of patients and employees in order to achieve high quality services."

"Penelitian ini menganalisis alur proses pelayanan pasien poliklinik spesialis penyakit dalam rawat jalan di RSUD Kota Bogor tahun 2016 dengan konsep lean hospital. Hasil penelitian ini value added activity sebesar 3,7 % dan non value added sebesar 96,3 % hal ini menunjukkan tingginya pemborosan. Dari analisis melalui diagram tulang ikan dan 5 Why didapatkan hambatan : lamanya menunggu di pendaftaran, keterlambatan rekam medik, hambatan pada kedisiplinan dokter, serta hambatan pada lamanya mengambil obat. Melalui design usulan perbaikan terjadi peningkatan kegiatan yang mempunyai nilai tambah bagi pasien dari 3,7 % menjadi 38,4 % dan penurunan kegiatan yang tidak mempunyai nilai tambah dari 96,3 % menjadi 61,6 %.

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A study was conducted to analyze the process flow of patient internist specialist policlinic outpatient services in the Public Hospitals Bogor 2016 by concept of lean. The research showed value added activity by 3.7%, and non value added activity by 96.3% showed a high waste. Fishbone diagram and 5 why analysis obtained obstacles : the long wait at registration, medical records delays, discipline doctors, as well as constraints on the length of taking the drug. Through design improvements proposed was expected to increase value added activity from 3,7 % to 38,4 % and decline non value added activity from 96,3 % to 61,6 %."

"Tesis ini membahas analisis segmen pasar potensial produk pelayanan rawat inap kelas VVIP Rumah Sakit PMI Bogor berdasarkan lcarakberistik pasien meliputi demograiik, geograflk dan psykografik serta karakteristik wilayah kota Bogor meliputi gambaran geodemograflk, analisa minat, daya beli dan akses terhadap produk pelayanan rawat imap kelas VVIP Rumah Sakit PMI Bogor.Penelitian ini adalah penelitiau kualitatif dengan desain deskriptif. Hasil penclitian menyarankan bahwa Rumah Sakit PMI Bogor perlu menyusun kembali strategi pemasaran yang sesuai dengan pasar potensial secara sistematis, akurat dan profesional dengan memperhatikan sarana dan prasarana, sehingga dapat meningkatkan utilisasi dan pendapatan bagi Rumah Sakit PMI Bogor.

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This thesis discusses the analysis of the potential market segment for a service product of the VVIP class in patient service at PMI l-lospital,Bogor based on a patient’s characteristics which consist of the characteristics of demographic, geographic, and psychograiic, and also the characteristics of Bogor itself which covers the geodemographic picttue, intention analysis, purchase power, and access towards the VVIP class in patientservice at PMI Hospital, Bogor. This research applies a qualitative methode with a descriptive design.

The reseach's result draws a conclution that the PM.I Hospital, Bogorhas to build a marketting stxategi which is proper with a potential market systematically, accurately, and professionallyby paying attention to the Hospital’s infrastructures in order to the optimize the utilization and to increase the income of PMI Hospital, Bogor."

"ABSTARKKepatuhan analisis laboratorium terhadap prosedur mutu laboratorium di Rumah sakit Ketergantungan Obat Jakarta perlu di analisis sehubungan dengan adanya komplain dari pelanggan internal tentang mutu hasil pemeriksaan laboratorium. Laboratorium merupakan bagian dari mata rantai pelayanan Medik. Kepatuhan analis laboratrum terhadap prosedur mutu merupakan awal upaya meminimalkan medical error yang berarti mengingkatkan patient safety. Penelitian ini bertujuan untuk menganalisis kepatuhan analisis laboratorium terhadap prosedur mutu laboratorium di Rumah Sakit Ketergantungan Obat Jakarta tahun 2015.

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ABSTRACTThe compliance of laboratory analysis at the RSKO Hospital, Jakarta, to the quality assurance procedures is need to studied, as there have been some complaints from the hospital's customers for the laboratory results the received. As we know, a hospital laboratory is an integral part of a medical services chain. "

"Program Studi Kajian Administrasi Rumah SakitProgram Pasca SarjanaFakultas Kesehatan MasyarakatUniversitas IndonesiaJudul Tesis Analisis Kepuasan Terhadap Mutu Pelayanan denganMinat Beli Ulang Pasien Rawat Jalan Umum di RSK Dr Rivai Abdullah Palembang Tahun 2015Pengukuran mutu pelayanan dan kepuasan pasien merupakan hal yang samapentingnya bagi penyedia layanan kesehatan karena hal tersebut konsep yangterintegrasi. Tujuan dari penelitian ini adalah untuk mengetahui tingkat kepuasanterhadap mutu pelayanan dengan minat beli ulang pasien rawat jalan umum RSKDr Rivai Abdullah Palembang. Penelitian ini merupakan penelitian kuantitatifdengan pendekatan cross sectional Analisis yang digunakan meliputi univariat bivariat dan IPA Importance Performance Analysis dengan diagram kartesius. Hasil penelitian diperoleh tingkat kepuasan cenderung tidak puas dari tiapdimensi maupun kepuasan secara keseluruhan Hasil uji bivariat menunjukkanadanya hubungan yang signifikan antara kepuasan dengan minat beli ulang pvalue 0 014 Dari diagram kartesius diperoleh gambaran yang menjadiprioritas utama yang harus diperbaiki yaitu dimensi tangibles yaitu yang berkaitandengan kebersihan WC dan ketersedian obat serta dimensi reliability yaitu yangberkaitan dengan dokter datang sesuai jadwal dan tepat waktu dalam memulailayanan. Implikasi dalam penelitian ini agar rumah sakit dapat meningkatkanmutu pelayanan rawat jalan umum RSK Dr Rivai Abdullah Palembang Kata kunci kepuasan minat beli ulang.

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Study Program Study of Hospital AdministrationGraduate ProgramFaculty of Public HealthUniversity Of IndonesiaThesis title Analysis of the Satisfaction of Service Quality withPurchase Intention General Outpatient hospital leprosyDr Rivai Abdullah Palembang 2015Measurement of quality of service and patient satisfaction is equally important forhealth care providers because it is an integrated concept.

The purpose of this studywas to determine the level of satisfaction with the quality of service with purchaseintention outpatient hospital leprosy Dr Rivai Abdullah Palembang.

This research is a quantitative research with cross sectional approach. The analysis includes theunivariate bivariate and IPA Importance Performance Analysis with the Cartesian diagram.

The results were obtained satisfaction levels tend to besatisfied of each dimension and overall satisfaction Bivariate test results showeda significant relationship between satisfaction with the purchase intention pvalue 0 014 Cartesian diagram obtained a description of the main prioritiesthat must be improved namely tangibles dimension is related to the cleanliness ofthe toilets and the availability of drugs as well as the dimensions of reliability thatis associated with the doctor arrives on schedule and on time in starting theservice.

The implications of this research so that hospitals can improve the qualityof service of general outpatient hospital leprosy Dr Rivai Abdullah Palembang Key word satisfaction purchase intentionix."