Detail Cantuman

Analisis Kepuasan Pasien Berdasarkan Mutu Pelayanan
Di RSI Fatimah Banyuwangi (Analysis Of Patient
Satisfaction Based On Quality Of Service At RSI Fatimah Banyuwangi )
Fiki Ratnasari
Study Program of Medical Record
Majoring of Health
Program Studi Rekam Medik
Jurusan Kesehatan
ABSTRAK
Keberhasilan yang diperoleh suatu layanan kesehatan dalam meningkatkan mutu pelayanan rawat inap sangat berhubungan erat dengan kepuasan pasien. Selama tiga tahun terakhir BOR Rumah Sakit Islam (RSI) Fatimah Banyuwangi tidak mencapi standart yang telah ditetapkan yaitu 51,77%, 46,08% dan 51,77% dengan standart (60-85%) serta nilai kepuasan pasien tersebut kurang dari SPM rumah sakit yaitu >90% sehingga perlu dikaji dan diteliti kepuasan pasien berdasarkan mutu pelayanan di RSI Fatimah Banyuwangi. Tujuan penelitian ini untuk menganalisis kepuasan pasien berdasarkan mutu pelayanan di RSI Fatimah Banyuwangi. Jenis penelitian yang digunakan yaitu kuantitatif dengan pendekatan cross sectional. Pengambilan sampel dengan jenis Purposive Sampling. Pengumpulan data dilakukan dengan penyebaran kuisioner. Analisis data menggunakan matrik posisi. Sampel penelitian ini adalah pasien rawat inap yang berjumlah 92 orang. Pengumpulan data dimulai pada 5 agustus 2017 sampai 5 september 2017.Hasil dari penelitian menurut harapan dan penilaian pasien bermasalah pada dimensi mutu pelayanan (Reliability, Emphaty, Assurance dan Tangible) yang merupakan faktor dominan menurunya kunjungan pasien ke rumah sakit.Peningkatan mutu pelayanan dapat dilakukan dengan memperbaiki mutu pelayanan kesehatan dari segi tenaga kesehatan, fasilitas medis dan non medis serta pelayanan administrasi.
Kata kunci : Pasien rawat inap, penilaian dan harapan pasien, mutu pelayanan rumah sakit.


Analisis Kepuasan Pasien Berdasarkan Mutu Pelayanan
Di RSI Fatimah Banyuwangi (Analysis Of Patient
Satisfaction Based On Quality Of Service At RSI Fatimah Banyuwangi )
Fiki Ratnasari
Study Program of Medical Record
Majoring of Health
Program Studi Rekam Medik
Jurusan Kesehatan
ABSTRACT
The success obtained by a health service in improving the quality of inpatient service are very closely related with patient satisfaction. During the last three years BOR in the Islamic Hospital (RSI) Fatimah Banyuwangi is not fulfilled by the standard that has been established 51,77%, 46,08% and 51,77% with standart (60-85%) as well as the satisfaction of patients less than SPM hospitals > 90% so that needs to be studied and examined patient satisfaction based on quality of service in RSI Fatimah Banyuwangi The purpose of this research is analysis of patient satisfaction based on quality of service at RSI Fatimah banyuwangi. The type of research is used is quantitative with approach of cross sectional. Sampling collection is using the purposive sampling. Data collection is done by distribution of questionnaire. Data analysis is using matrix position. The sample of this research is the inpatient with number of 92 people. Data collection began on 5August 2017 until 5 September 2017.The results of the research according to the expectations and assessment of problematic patients on dimensions of quality of service (reliability, emphaty, assurance and tangible) which is a dominant factor in decreasing of patient visits to the hospital. The improvement of the quality of service can be done by improving the quality of health services in terms of health care personnel, medical and non-medical facilities as well as administrative service.
Keywords: inpatients respondents, Patient Expectations and Assessments, hospital service quality