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"[Rumah sakit sebagai sarana pelayanan kesehatan yang terpadu harusmempunyai semua ukuran yang dapat menjamin peningkatan mutu.Instalasi Gawat Darurat (IGD) merupakan gerbang awal rumah sakit yangperlu dilakukan penilaian mutu pelayanan kesehatan sehingga dapatmengurangi terjadinya komplain dan meningkatkan derajat kesehatanpasien. Tujuan dari penelitian ini adalah untuk memperoleh gambaranpelaksanaan Standar Pelayanan Minimal (SPM) RS di IGD RS Sentra MedikaCibinong. Jenis penelitian yang digunakan bersifat kuantitatif dan kualitatif(mix method research) untuk memperoleh pemahaman yang baik. Hasilpenelitian menyarankan agar pihak manajemen perlu membuat ataumelengkapi kebijakan/ SPO terutama untuk hal yang berkaitan denganpelayanan di IGD, termasuk dalam pengelolaan SDM untuk mengantisipasijam pelayanan sibuk, membuat rencana diklat/ pelatihan, melengkapisarana dan prasarana, serta membentuk tim penanggulangan bencana diIGD.;Hospital as an integrated health care facilities must have all the sizes that canguarantee its quality improvement. Emergency department as a starting gatehospitals need to do quality assessment of health services to reduce theoccurrence of complaints and improve the health’s degree of the patients. Thepurpose of this research is to obtain the implementation of minimum servicesstandard of the Sentra Medika Cibinong Hospital. Empirically types used arequantitative and qualitative study (mixed method research) to obtain a goodunderstanding. Results of this research suggest to management needs to makethe policy/ Standard Operating Procedures, especially for matters relating tothe emergency services, included in the management of human resources inanticipation of the busy hour of service, create a training plan, completing theinfrastructure, and build a disaster response team, Hospital as an integrated health care facilities must have all the sizes that canguarantee its quality improvement. Emergency department as a starting gatehospitals need to do quality assessment of health services to reduce theoccurrence of complaints and improve the health’s degree of the patients. Thepurpose of this research is to obtain the implementation of minimum servicesstandard of the Sentra Medika Cibinong Hospital. Empirically types used arequantitative and qualitative study (mixed method research) to obtain a goodunderstanding. Results of this research suggest to management needs to makethe policy/ Standard Operating Procedures, especially for matters relating tothe emergency services, included in the management of human resources inanticipation of the busy hour of service, create a training plan, completing theinfrastructure, and build a disaster response team]"

"Penelitian ini bertujuan untuk mendapatkan gambaran faktor kualitas pelayanan dengan kepuasan pasien berdasarkan karakteristik pasien (jenis kelamin, umur, wilayah tempat tinggal, suku, status marital, pendidikan, pekerjaan, pendapatan, ruang perawatan, jaminan/jenis pembayaran), mengetahui hubungan antara faktor kualitas dengan kepuasan pasien rawat inap, dan mengetahui faktor kualitas pelayanan yang paling dominan mempengaruhi kepuasan pasien rawat inap. Penelitian ini adalah penelitian kuantitatif dengan desain studi cross sectional. Responden berjumlah 100 orang dan merupakan pasien yang dinyatakan sudah boleh pulang rawat inap di Rumah Sakit Sentra Medika Cibinong. Pengumpulan data dengan menggunakan kuesioner yang dilakukan selama bulan Mei-Juni 2014 di Instalasi Rawat Inap Rumah Sakit Sentra Medika Cibinong. Data terkumpul dianalisis dengan metode analisis univariat, bivariat Uji Chi Square, dan analisis multivariat uji regresi linier berganda dengan menggunakan pemodelan Uji T-Test (Independent Sample T-Test). Hasil penelitian menunjukkan bahwa ada hubungan yang bermakna antara faktor kualitas pelayanan hormat dan kepedulian, efektifitas dan kelanjutan, ketepatan, informasi, efisiensi, efektifitas - makanan, kesan pertama, dan keragaman staf dengan kepuasan pasien. Berdasarkan hasil analisis bivariat didapatkan bahwa karakteristik umur, status marital, pekerjaan, pendapatan, ruang perawatan dan jaminan/jenis pembayaran muncul sebagai faktor pengganggu (confounding) dari kualitas pelayanan. Selain itu juga didapatkan bahwa karakteristik responden bukan merupakan faktor confounding untuk kepuasan pasien. Dari analisis multivariat terbukti bahwa faktor kualitas pelayanan Keragaman Staf merupakan variabel yang paling dominan atau paling besar pengaruhnya terhadap kepuasan pasien.

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This research aims to describe the service quality factors in relation with patient satisfaction by patient characteristic (gender, age, region of residence, ethnicity, marital status, education, occupation, income, inpatient rooms, type of payment), to discover the relationship between service quality factors with inpatient satisfaction, and to discover the most dominant factor of service quality that influence the inpatient satisfaction. This research is a quantitative study with a cross-sectional study design. Respondent amounted to 100 people and is a patient who otherwise has been allowed to go home in the inpatient of Sentra Medika Hospital at Cibinong. Data collection using questionnaires conducted during the months of May-June 2014 in the inpatient Sentra Medika Hospital at Cibinong. The data collected were analyzed with univariate, bivariate Chi-Square Test, and multivariate linear regression modelling using the Independent Sample T-Test.

The result showed that there is a significant relationship between service quality factors Respect and Caring, Effectiveness and Continuity, Appropriateness, Information, Efficiency, Effectiveness - Meals, First Impression, and Staff Diversity with the inpatient satisfaction. Based on the results of the bivariate analysis showed that the characteristic of age, marital status, occupation, income, inpatient rooms, type of payment appears as confounding factor of the service quality. It also found that the characteristic of the respondent is not a confounding factor for patient satisfaction. From the multivariate analysis proved that the service quality factor Staff Diversity is the most dominant variable or greatest effect on inpatient satisfaction."