Hasil Pencarian  ::  Simpan CSV :: Kembali

Abstrak :
Era globalisasi yang menuntut persaingan yang tinggi rumah Sakit dituntut untuk meningkatkan mutu pelayanan kesehatan. Kepuasan pasien merupakan salah satu indikator penting untuk mengukur mutu pelayanan.

Penelitian ini bertujuan untuk mendapatkan tingkat gambaran kepuasan pasien, melihat hubungan antara karakteristik pasien dengan kepuasan terhadap mutu layanan rumah sakit, menganalisa penyebab ketidak puasan.

Penelitian dilakukan pada tanggal 9 April sampai dengan 12 Mei 2001. di Rumah Sakit Umum Daerah Lahat (RSUD Lahat). Berdasarkan sltratifikasi proporsional diperoleh 96 sampel penelitian dari berbagai kelas perawatan (kelas III 33, kelas II 33, kelas I 10, VIP 20). Penelitian ini merupakan penelitian yang bersifat analitik kuantitatif dan kualitatif. Penelitian kualitatif untuk menggali penyebab ketidakpuasan pasien serta analisis penyebab ketidak puasan dengan wawancara mendalam dan observasi.

Analisis statistik yang dipergunakan adalah analisis univariat untuk melihat gambaran deskriptif dilanjutkan dengan analisis bivariat. Data penelitian kualitatif diolah dengan menggunakan content analysis. Dari analisis bivariat diperoleh adanya hubungan karakteristik pasien, jenis kelamin., kelas perawatan dengan kepuasan. Penyebab ketidakpuasan pasien yang terbanyak adalah dimensi kehandalan (reliability) dan masih kurangnya mutu layanan rumah sakit meliputi mutu supplier, input, process, output.

Penelitian ini menyarankan supplier membuat jadwal evaluasi dan bimbingan yang baku, penambahan jumlah tenaga perawat, memberdayakan diklat untuk mengadakan pelatihan petugas. Perbaikan insentif bagi perawat dan pemberian insentif bagi petugas gizi, mencukupi kekurangan sarana rumah sakit seperti air, laken dengan mengusulkan dana ke Pemda. Pelaksanaan prosedur tetap bagi petugas dan penambahan dokter spesialis.

---

Abstract
Globalization in many aspects of business including hospital services, requires improvement of quality care. One important measure of quality of care is patient satisfaction.

This study has objectives for describe level of patient satisfaction, to examine correlation between patients characteristics and satisfaction to quality of care and to describe causal factors of unsatisfaction situations.

This study had been done during April to May 2001 at Lahat General Hospital (RSUD Lahat). Samples were drawn using stratified from all classes of care (3rd class: 33 respondents ; 2nd : 33 respondents ; 1st : 10 respondents and VIP : 20 respondents). This study is using analytic quantitative approach with qualitative study as complementary. The quality approach as use to elaborate reasons for unsatisfaction condition by using in depth interview and observation.

Statical analysis started with descriptive to examine quantitative data. Then continues with bivariate analysis. Qualitative data were analyzed using content analysis. From bivariat quantitative, it is shown that variables of sex and class of care are significantly related to satisfaction. Reliability dimension of quality care is mostly complained is the cause of unsatisfaction condition. This is related to low quality level of suppliers, input process and output.

This study suggest that hospital manager (as supplier) should develop periodical evaluation and standardized supervision, recruit more nurses establish training management for staff personnel. Furthermore, it is also suggested that incentive system should be evaluated and improved, especially for nurses and nutritionist, to improve quality of hospital facilities such as clean water supplies and linen. This can be requested to local government. ln addition, the hospital should develop standard operational procedure for staff and (specialist) medical doctors.