ANALISIS PELAYANAN BEDAH SEHARI DITINJAU DARI SISI HARAPAN DAN KEPUASAN PASIEN DI RUMAH SAKIT MARDI RAHAYU KUDUS

Abstract

The development of Science, Technology in Surgery and Anasthesia influence the Pattern of Surgical Services in Hospital nowadays. The trend is shifting from Inpatient to Outpatient Surgical Services (One- day Surgery). The objective was to know the Patient Expectancy and Patient Satisfaction level toward One-day surgery pilot project of Mardi Rahayu Hospital Kudus This study took 35 patients underwent medium surgical operation. We used an Inquiry and the data were analyzed with descriptive qualitative-quantitative method using Importance-Performance Analysis ( John A.Martila and John C.James ). The answers used 5 scales of Likert and evaluate 6 variables of services : Reliability, Responsiveness Assurance, Emphaty, Tangibles and Cost. The inquiry consisted of 28 questions/ factors. The average score of the factors influencing the Importance and Performance were placed in Kartesius Diagram which consisted of 4 quadrants : A,B,C and D. There are 7 factors in A quadrant which are top priority to be improved : 1) Presurgical procedures- waiting list, 2) Clear information given by the staffs, 3) Anasthesia services, 4) Recovery process, 5) Responsiveness when the patient need, 6) Special attention to every patient and 7) Situation in Outpatient clinic. Among the rest 21 factors, 10 factors are excellent (B quadrant), 6 factors good ( C quadrant) and 5 factors excellent but redundant (D quadrant) . The results show that the Relation Index between Expectancy and Satisfaction in all variables is 94.677%. This result means that the performance of One-day Surgery in Mardi Rahayu Hospital is close to the Patient Expectancy. The study also shows that in selecting One-Day Surgery, the main reason is to save money. This statement does not mean that the Cost is very important. As far as the expenses be informed before the service, the expense is receivable . The reason to select the surgeon is because of his/hers experience and skilfullness.The conclusion of this study is that The One-day Surgery Program in Mardi Rahayu Hospital Kudus is quite good and should be continued and strengthened. Some improvements needed : Upgrading and training of staffs working in relation with this program, Improving Anasthesia services with technology and agents,lntegrating One day Surgery to Outpatient department by providing a new and better Outpatient department. The conclusion of this study is that The One-day Surgery Program in Mardi Rahayu Hospital Kudus is quite good and should be continued and strengthened. Some improvements needed : Upgrading and training of staffs working in relation with this program, Improving Anasthesia services with technology and agents,lntegrating One day Surgery to Outpatient department by providing a new and better Outpatient departmentHasil penelitian juga menunjukkan bahwa dalam memilih PBS, alasan utama pasien adalah untuk menhemat biaya, sekalipun faktor biaya tidak tertafu dipermasalahkan, hanya rincian biaya perlu diberitahukan sebelumnya. Dalam memilih Dokter bedah, alasan yang utama adalah pengalaman dan keterampilannya. Kesimpulan penelitian ini menunjukkan bahwa PBS di RS Mardi Rahayu Kudus dapat dilanjutkan dan ditingkatkan dengan berbagai perbaikan pelayanan seperti Peningkatan kualitas SDM, Peningkatan pelayanan Anestesi dan Integrasi PBS ke Unit Rawat Jalan dengan Pengadaan Unit Rawat Jalan yang lebih memadai.