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"This book follows a symptomatic approach for evaluation and prioritisation of common presentations, and provides guidance on primary care assessment and management, and on when and why to refer for a specialist opinion. Fully revised to reflect the current practice of oto-rhino-laryngology and head and neck surgery, new chapters address the increasing specialization and improved understanding of the likely causes and specialist treatment for symptoms such as tinnitus, nasal discharge, nasal obstruction, facial plastic surgery, head and neck trauma and foreign bodies, and non-specialist assessment and examination. There is new content on rhinoplasty, pinnaplasty, non-melanoma skin tumours, thyroid disease and head and neck cancer, with many new full colour illustrations and algorithms throughout.ABC of Ear, Nose and Throat is a long established best-selling guide to the management of common conditions of the Ears, Nose and Throat. It follows a symptomatic approach for evaluation and prioritisation of common presentations, and provides guidance on primary care assessment and management, and on when and why to refer for a specialist opinion. Fully revised to reflect the current practice of oto-rhino-laryngology and head and neck surgery, new chapters address the increasing specialization and improved understanding of the likely causes and specialist treatment for symptoms such as tinn."

"Penelitian ini berfokus pada kepuasan pasien di Unit Rawat Jalan RS XYZ dalam rangka mengcmbangkan dan mempertahankan image sebagai Rumah Sakit Pusat Kesehatan Respirasi Nasional dan menjawab persaingan global, maka manajemen berusaha untuk melakukan survei kepuasan konsumen untuk mendapatkan gambaran kcpuasan pasicn di Unit Rawat Jalan THT RS XYZ. Kepuasan konsumen disini terdiri dari lima dimcnsi yaitu langibleness, reliahili1y, responsiveness, assurance, dan empathy. Metode penelitian menggunakan metode kuantitaf melalui survei kepuasan konsumen menggunakan kuesioner SERVQUAL yang terdiri dari skala harapan dan skala kenyataan. Pcngumpulan data dilakukan tcrhadap pasicn Unit Rawat Jalan THT SR XYZ. Pengolahan dan analisa data dilakukan dengan menggunakan program SPSS. Dari hasil analisis, disimpulkan bahwa : 1) terdapat kesenjangan antara harapan pasien dengan kenyataan yang dirasakan pasien terhadap pelayanan kesehatan yang ada di Unit Rawat Jalan THT RS XYZ; 2) nilai kesenjangan tertinggi terdapat pada dimensi responsiveness dan nilai kcscnjangan terendah terdapat pada dimensi empathy; 3) penilaian terhadap Unit Rawat Jalan THT RS XYZ dari sebagian besar pasien juga terbilang cukup memuaskan; 4) sebagian besar pasien berharap agar pihak rumah sakit dapat lebih memperhatikan hal-hal yang terkait dengan waktu tunggu pasien, kedisiplinan dalam hal waktu kerja, penambahan jumlah SDM dan ruang pemeriksaan serta mcmberikan perhatian dalam hal koordinasi administrasi; 5) usulan untuk mengurangi kesenjangan pada dimensi responsiveness adalah dengan meninjau kembali kebijakan-kebijakan pelayanan, membuat program penghargaan seperti bonus, serta mengadakan forum diskusi atau briefing 6) usulan lain yang dapat dilakukan adalah dengan ikut serta dalam pelatihan-pelatihan.

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This research is focus at patients satisfaction in ENT Depzirtment at XYZ Hospital. The reason is because they want to develop and sustain their image as respiratory center hospital in Indonesia, and being the number one in health service industry. The consumer satisfaction in this research is devidc in to five dimentions which is tangibleness, reliability, responsiveness, assurance, and empathy. This quantitative research is using SERVQUAL, with patients at ENT Department at XYZ Hospital as the respondent. SPSS programme is used for analysing the data.

The conclutions are : 1) ther is gap between patient’s expectation and perception in services that provide by ENT Department at XYZ Hospital; 2) the biggest gap is in responsiveness dimention and the lowest is in empathy; 3) Most of respondents evaluated that services provided by ENT Department at XYZ Hospital quite Satisfact; 6) Most ofthe patients hoping that the hospital can give more attention for time schedule aitd provide more staff and examination room. Beside that, hospital can also give more attention for administration process; 7) suggestions to minimalyze the gap in responsiveness dimention are reviewing service policy, making reward programme such as bonus, and set up discussion forum or monthly meeting 8) another suggestion that can coverage most of the service dimentions are conducting training and workshop."