HUBUNGAN MUTU PELAYANAN DENGAN KEPUASAN PASIEN DI POLIKLINIK GERIATRI RSD IDAMAN BANJARBARU TAHUN 2020

Kusuma, Gusti Ayunita Dwi Suci Lestari (2020) HUBUNGAN MUTU PELAYANAN DENGAN KEPUASAN PASIEN DI POLIKLINIK GERIATRI RSD IDAMAN BANJARBARU TAHUN 2020. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Pelayanan geriatrik merupakan pelayanan yang diberikan kepada pasien geriatrik. Upaya peningkatan mutu pelayanan kesehatan merupakan langkah terpenting untuk memberikan pelayanan yang lebih baik kepada pasien. Data kunjungan pasien poliklinik geriatrik bulan Desember 2019 sebanyak 187 orang terdiri dari kasus penyakit diabetes mellitus sebanyak 32 orang, GERD sebanyak 39 orang, dorsalgia sebanyak 19 orang, essensial (primary) hypertension sebanyak 60 orang, LBP sebanyak 16 orang, stroke not specified as haemorrahage sebanyak 13 orang dan shoulder lesions sebanyak 9 orang. Tujuan penelitian untuk mengetahui hubungan mutu pelayanan dengan kepuasan pasien di Poliklinik Geriatri RSD Idaman Banjarbaru tahun 2020. Penelitian ini merupakan penelitian analitik dengan pendekatan cross sectional. Populasi adalah semua pasien lansia yang berobat tahun Desember tahun 2019 sebanyak 187 pasien dengan teknik pengambilan sampel secara purposive sampling sebanyak 65 responden. Instrumen penelitian menggunakan kuesioner dan analisis data dengan chi square. Berdasarkan hasil penelitian mayoritas pasien puas sebesar 42 responden (64,6%), ada hubungan dimensi tangible (p-value = 0,008), ada hubungan dimensi reliability (p-value = 0,000), ada hubungan dimensi responsiveness (p-value = 0,000), ada hubungan dimensi assurance (p-value = 0,000) dan ada hubungan dimensi empathy dengan kepuasan pasien di Poliklinik Geriatri RSD Idaman Banjarbaru tahun 2020 dengan p-value = 0,009. Diharapkan pelayanan yang berkualitas kepada pasien dengan dan meningkatkan pelayanan yang tepat, akurat, berkaitan dengan kesiapan petugas setiap saat diperlukan, serta dapat diandalkan yang diberikan oleh petugas. Geriatric services are services provided to geriatric patients. Efforts to improve the quality of health services are the most important steps to provide better service to patients.Data on visits from geriatric polyclinic patients in December 2019 were 187 people consisting of 32 cases of diabetes mellitus, 39 GERD, 19 dorsalgia, 60 essential hypertension, 16 LBP, stroke not specified as haemorrahage as many as 13 people and shoulder lesions as many as 9 peopleThe research objective was to determine the relationship between service quality and patient satisfaction at the Geriatric Polyclinic of RSD Idaman Banjarbaru in 2020. This study was an analytical study with a cross sectional approach. The population was all elderly patients who were treated in December 2019 as many as 187 patients with a purposive sampling technique of 65 respondents. The research instrument used a questionnaire and data analysis with chi square. Based on the results of the study, the majority of patients were satisfied with 42 respondents (64.6%), there was a tangible dimension relationship (p-value = 0.008), there was a relationship between the reliability dimension (p-value = 0.000), there was a relationship between the dimensions of responsiveness (p-value = 0.000). ), there is a relationship with the assurance dimension (p-value = 0,000) and there is a relationship between the empathy dimension and patient satisfaction at the Geriatric Polyclinic of RSD Idaman Banjarbaru in 2020 with p-value = 0.009. It is expected that quality services to patients with and improving services that are appropriate, accurate, related to the readiness of the officers at any time needed, and can be reliably provided by the officers

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Mutu Pelayanan, Tingkat Kepuasan, service quality, satisfaction level
Subjects: R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Depositing User: Gt. Ayunita Dwi Suci Lestari Kusuma Gusti Ayunita Dwi Suci L.K
Date Deposited: 21 May 2021 03:16
Last Modified: 21 May 2021 03:16
URI: http://eprints.uniska-bjm.ac.id/id/eprint/3001

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