HUBUNGAN ANTARA PERSEPSI TERHADAP KUALITAS PELAYANAN PERAWAT DENGAN KEPUASAN PASIEN DI RUANG RAWAT INAP RUMAH SAKIT ISLAM KLATEN TAHUN 2007

MULYANINGRUM, HESTI WINANTI (2007) HUBUNGAN ANTARA PERSEPSI TERHADAP KUALITAS PELAYANAN PERAWAT DENGAN KEPUASAN PASIEN DI RUANG RAWAT INAP RUMAH SAKIT ISLAM KLATEN TAHUN 2007. Undergraduate thesis, Diponegoro University.

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Abstract

RS Islam Klaten sebagai salah satu rumah sakit swasta yang menyelenggarakan pelayanan kesehatan di Kabupaten Klaten. Dimana perkembangan sistem pelayanan RS mengalami peningkatan yang semakin pesat dan berdampak terhadap RS untuk lebih meningkatkan pelayanan kesehatannya kepada para konsumen. Salah satunya melalui peningkatan kualitas pelayanan perawat yang meliputi : kehandalan, ketanggapan, jaminan kepastian, perhatian dan wujud nyata perawat. Pelayanan keperawatan merupakan salah satu faktor penentu mutu dan citra RS di mata masyarakat. Masih banyaknya keluhan pasien terhadap kualitas pelayanan perawat dengan kepuasan pasien rawat inap. Penelitian ini bertujuan mengetahui hubungan antara persepsi terhadap kualitas pelayanan perawat dengan kepuasan pasien di ruang rawat inap RSI Klaten. Jenis penelitian adalah explanatory reseach dengan pendekatan cross sectional pada 90 responden untuk mengisi angket, dimana sebelumnya telah dilakukan uji validitas dan reliabilitas terhadap angket di RSI Surakarta. Hasil penelitian dari 90 responden, sebagian besar umur antara 25-34 tahun (29%), jenis kelamin laki-laki (51,1%), tingkat pendidikan SLTA (51,1%), pekerjaan wiraswasta (30,0%), dan tingkat pendapatan < 1.000.000 (78,9%), persepsi terhadap kehandalan sedang (76,7%), persepsi terhadap ketanggapan sedang (71,1%), persepsi terhadap jaminan kepastian sedang (68,9%), persepsi terhadap perhatian sedang (65,5%), persepsi terhadap wujud nyata sedang (65,5%), dan kepuasan pasien terhadap kehandalan, ketanggapan, jaminan kepastian, perhatian, dan wujud nyata ada hubungan dengan kepuasan pasien rawat inap RSI Klaten. Untuk memberikan kepuasan kepada pasien rawat inap maka RSI Klaten harus meningkatkan professionalisme perawat, menyusun indikator sesuai standar dan prosedur, memberikan informasi kepada pasien, peningkatan human relatioan ship antara pasien denagan perawat, dan meningkatkan kepedulian kepada pengunjung dan kepuasan pelanggan. Kata Kunci: Rumah Sakit, Kepuasan pasien, Rawat Inap, THE RELATION BETWEEN PERCEPTIONS TO NURSE SERVICE QUALITY WITH PATIENT SATISFACTION IN KLATEN'S MOSLEM HOSPITAL TREATMENT ROOM Klaten's Moslem Hospital is one of private hospital that carry out health service in sub-province of Klaten. Hospital Service System has been progressively improving and affecting to hospital for more improve health service to customer. One of them is through improving nurse service quality by : reliability, receptivity, certainty guarantee, attention and reality of nurse. Nursing service is key factor of quality and hospital image in public view. There is still the number of patient complaint to nurse sevice quality with the overnight treatment patient satisfaction. This research aim is to know the relation between perception's to nurse service quality with patient satisfaction in Klaten's Moslem Hospital treatment room. Research type is explanatory research by cross sectional approach at 90 respondents to fill enquette, which before they have been conducted by validity and reliability test to enquette in Surakarta Moslem Hospital. Research result from 90 respondents, mostly age between 25-34 years old (29%), male (51,1%), high school level (51,1%), working in private sector (30,0%), and income level < 1.000.000 (78,9%), perception to middle reliability (76,7%), perception to middle perceptivity (71,1%), perception to middle certainty guarantee (68,9%), perception to middle attention (65,5%), perception to middle reality (65,5%), and patient satisfaction to middle service quality (57,8%). There is a relation of perception to reliability, perceptivity, certainty guarantee, attention, and reality with patient satisfaction in Klaten's Moslem Hospital. For give satisfaction to overnight patient so Klaten's Moslem Hospital have to improve the nurse professionalism, arranging the indicator by proper to standard and procedures, giving information to patient, improving human relation between patient and nurse, and increasing the visitor care and customer satisfaction Keyword : Hospital, Patient Satisfaction, Overnight Treathment

Item Type:Thesis (Undergraduate)
Subjects:R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions:Faculty of Public Health > Department of Public Health
ID Code:10103
Deposited By:admin FKM undip
Deposited On:05 May 2010 14:56
Last Modified:05 May 2010 14:56

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