PERSEPSI PASIEN TERHADAP MUTU PELAYANAN DOKTER DITINJAU DARI KARAKTERISTIK DAN MUTU PELAYANAN DOKTER DI INSTALASI RAWAT JALAN RSI SUNAN KUDUS TAHUN 2005

Abstract

Patient's perception about quality of medical services at the out patient installation of hospital constructed from several factors, included the quality dimension and individual characteristics. The quality dimension consist of the doctor skill, interpersonal relationship of doctor, information supply, and patients participation in the medical service. Aims of this study is to analyse the influence of quality dimension to the patients perception about the quality of medical service. The cross sectional survey was conducted in the out patient installation of Sunan Kudus Islamic Hospital. There were 100 patients recruited as respondent. Data was analysed descriptively (by distribution table) and inferentially (by Chi Square and Logistic Regression technique). Results of the study showed that the most of respondents were adult age, and middle level education; male more than female; 94% of respondents get job, 31% respondents income were under regional minimum salary, and 81% respondent's perception about medical service quality were unsuitable; 76% respondent stated that the doctor skill were enough, 67% respondent stated that the interpersonal relationship of doctor and information supply were enough, also 69% stated that the participation of patient in the medical service were enough. Patients perception about medical service was not different based on age group and sex, but it was different based on education level, occupation and income. All of the quality dimension factors showed the significant correlation with patient's perception about medical service. The result of multivariate analysis showed that the patients perception were influenced by interpersonal relationship of doctor (OR = 3,901), information supply (OR = 5,590), and patient participation in medical service (OR = 3,652), Based on the results, researcher suggests to the management team of Sunan Kudus Islamic Hospital to increase (1) the interpersonal relationship of doctor, (2) quality and quantity of information of out patient service, and (3) patient participation in medical service. Persepsi pasien tentang mutt petayanan dotter pada thstatasi rawat jalan small sakit terbentuk 4ani betbagai fatter, termasuk dimensi mutu dan karakteristik individu. Faktor dimensi mutu yang ditnaksud diantaranya ketrampilan teknis dokter, hubungan interpersonal, ketersediaan informasi, Van ,ketedibatan Pasien Idafain .PelaYanan. Pedelitian ini bertujuan untuk menganalisis besarnya pengarun faktor dimensi mutu terhadap persepsi pasien mengenai mutu pelayanan doider rawat jaian. Penelitian survey befah fintang int dilaksanakan di instalasi rawat jalan RSI Sunan Kudus, dengan merthatkan 100 orang pasien rawat jatan sebagai sampel dan responden. Data thanalisis secara deskriptif dafam bentuk tabel frekuensi, dan inferensiaf dengan uji statistik Chi Square dan Regresi Logistik. Penelitian Int mendapatkan bahvia pasten terbanyak pada kelomplok usia dewasa, pasien lebih banyak daripada perempuan, 94% responden bekerja, persentase respondert terbanyak berpendidikan mengenah, 31% berpeghaailan di bawah UMR dan 69% di atas UMR. serta (B1%) :paraapsi mutu iseralopan -croktgr ;row ;slab 'Mak Seal:0i harapan; 76% berpersepsi bahwa dokter memiliki ketrampilart teknis yang biasa saja, 67% berpersepsi hubungan interpersonal doltter dan ketersediaan informasi cukup, 69% berpersepsi keterlibatan pasfen dalam .pengobatan CukuP. Tidak ada parbedian Peraépai paSien tenting inutu pelayanah &Met rawat jaian berdasarkan kelompok usia dan jenis kelamin, tetapi ada perbedaan berdasarkan jenjang pendidikan, pekerjaaan dan penghasilan. Semua faktor dimensi mutu terbuldi berhubungan secara signifikan dengan persepsi pasien mengenai mutu pelayanan dokter rawat jalan, dan hasil analiais muttivariat membuktikan bahwa persepsi .pasien tentang mutu pelayanan dotter rawat jalan dipengaruhi Ptah htibungan interpersonal (OR 3;901 kali), ketersediaan informasi .(OR = 5;590) dan keterlibaran .pasien datam pengobatan (OR 3652 kali). Selanjutnya disarankan agar manajemen RSI Sunan Kudus untuk tnemperbaiki hubungan interpersonal dokter, meningkatkan kualitas dan kuantitas informasi rawat jalan, dan tebih inelibatkan patieri dalain rnernilift dbliter, triengaitibil keptitiften dan &dam proses pengobatan.