Analisis Hubungan Persepsi Pasien Terhadap Mutu Pelayanan Dengan Minat Pemanfaatan Ulang Pelayanan Unit Rawat hap Umum di Rumah Sakit Kusta Kelet Jepara (Analysis of Relationship between the Patient's Perception to the Quality of Services and Desire of Revisit at Inpatient Services at Leprosy Hospital at Kelet in Jepara)

Kunto, VVidyo (2004) Analisis Hubungan Persepsi Pasien Terhadap Mutu Pelayanan Dengan Minat Pemanfaatan Ulang Pelayanan Unit Rawat hap Umum di Rumah Sakit Kusta Kelet Jepara (Analysis of Relationship between the Patient's Perception to the Quality of Services and Desire of Revisit at Inpatient Services at Leprosy Hospital at Kelet in Jepara). Masters thesis, Program Pasca Sarjana Universitas Diponegoro.

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Abstract

The Leprosy Hospital has to receive general patient after changing the status to be the Public Hospital. To improve quality of services to a patient at Inpatient unit, many efforts have been done. The problems that are still faced are as follows: 1) Achievement of BOR, ALOS, and TOI is still under the target; 2) Number of the old patient who revisit to Inpatient services is as little as 10%; Many of complain letters are sent to the hospital. This condition shows that patient's perception to quality of services at Inpatient unit is still low. The aim of this research was to describe the patient's perception to a quality of services and to identify relationship with desire of revisit at Inpatient services at the Kelet Leprosy Hospital in Jepara. This was an observational research using a survey method and a cross sectional approach. Collecting of data used the questionnaires. The number of respondents were 60 persons. They were patients who ever visited Inpatient Services at Kelet Leprosy Hospital. Processing and analyzing of data used univariate, bivariate, and multivariate method by Chi Square and Logistic Regression test with a significance level on 0,05. The results of this research shows that the factors, which have a significant relationship with a desire of revisit at Inpatient Services at Kelet Leprosy Hospital, are patient's perception to good services (p value = 0,000), and patient's perception to receptivity of services (p value = 0,000). Beside that, factors that have a significant relationship with a desire of revisit are patient's perception to empathy of services (p value = 0,001), patient's perception to guarantee of services (p value = 0,001), and patient's perception to direct evidence of services (p value = 0,011). Variables that influence desire of revisit at Inpatient Services at Kelet Leprosy Hospital together are patient's perception to guarantee of services, patient's perception to empathy of services, and patient's perception to good services. Finally, it is suggested to make the Standard Operating Procedure, to conduct training of primary services and health care, to do empowerment of the staff, to make Quality Control Circle, and to rehabilitate the building of hospital. Perubahan status dan rumah sakit kusta menjadi rumah sakit umum menjadikan Rumah Sakit Kusta Kelet Jepara menerima pasien umum sebagai pelanggannya. Untuk meningkatkan mutu pelayanan terhadap pasien unit rawat hap umum berbagai upaya telah dilakukan namun masih banyak masalah yang dihadapi diantaranya adalah (1) hasil pencapaian BOR, ALOS dan TOI masih dibawah target, (2) Jumlah pasien lama yang memanfaatkan kembali pelayanan unit rawat map umum masih sedikit yaitu sekitar 10 % dan (3) masih banyaknya surat keluhan pelanggan yang tidak puas dengan kinerja rumah sakit, hal ini menunjukkan bahwa persepsi pasien terhadap mutu pelayanan unit rawat map umum masih rendah. Tujuan penelitian ini untuk memperoleh gambaran persepsi pasien terhadap mutu pelayanan dan hubungannya dengan minat pemanfaatan ulang pelayanan unit rawat Inap umum RS Kusta Kelet Jepara , jenis penelitian observatory dengan metode survei dengan pendekatan cross sectional. Instrumen penelitian menggunakan kuesioner pada 60 orang responden yaitu pasien yang pemah di menjalani rawat map di unit rawat map umum RS Kusta Kelet Jepara. Data primer maupun sekunder diolah dan dianalisa dengan cara kuantitatif dengan metode univariat, bivariat dengan menggunakan uji Chi Square dan multivariat menggunakan uji regresi logistik binary dengan metode enter. Signifikansi ditentukan dengan nilai p < 0,05. Analisis menggunakan komputer program SPSS versi 10.0 for windows. Hashl penelitian menunjukkan bahwa variabel yang berhubungan dengan minat pemanfaatan ulang pelayanan unit rawat Inap umum RS Kusta Kelet Jepara adalah persepsi pasien terhadap kehandalan pelayanan (p value 0,000) , persepsi pasien terhadap daya tanggap pelayanan (p value 0,000), persepsi pasien terhadap empati pelayanan (p value 0,001), persepsi pasien terhadap jaminan pelayanan (p value 0,001) dan persepsi pasien tentang bukti langsung pelayanan (p value 0,011), dan secara bersama — sama yang paling besar pengaruhnya terhadap minat pemanfaatan ulang pelayanan unit rawat map umum RS Kusta Kelet Jepara adalah persepsi kepuasan pasien terhadap jaminan pelayanan, empati pelayanan dan kehandalan pelayanan. Disarankan penyusunan standar pelayanan atau SOP, pelatihan pelayanan prima dan asuhan keperawatan, pemberdayaan karyawan, pembentukan Gugus Kendall Mutu (GKM), perbaikan gedung dan bangunan rumah sakit.

Item Type:Thesis (Masters)
Subjects:R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions:Postgraduate Program > Master Program in Public Health
ID Code:14669
Deposited By:Mr UPT Perpus 2
Deposited On:16 Jun 2010 19:07
Last Modified:16 Jun 2010 19:07

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