Analisis pengaruh kompetensi interpersonal Petugas Fisioterapi terhadap persepsi kepuasan pasien di unit Rehabilitasi Medik RS DR. Sardjito — Yogyakarta (Analysis of Physiotherapist's interpersonal competence effects to perception of patient's satisfaction at Medical Rehabilitation unit of DR. Sardjito Hospital —Yogyakarta)

Abstract

Physiotherapist's interpersonal competence is one of components of Hospital Service quality which could determine the patient's satisfaction, included at Medical Rehabilitation Installation of Dr. Sardjito Hospital. Based on recapitulation of 67 customer complience letters, there are complaints of un-hospitality, fierce officers, un-smilling officers and less-speaking, and also less-understandable instructions on movement exercise, etc. In order to increase the interpersonal competence of those physiotherapists, a research needs to be done in case to find out factors affecting this interpersonal competence. This research is aimed to define the effects of interpersonal competence to the patient's satisfaction at Medical Rehabilitation Installation of Dr. Sardjito Hospital — Yogyakarta. It could be a basis in upgrading the competence interpersonal, and at last, it could improve the service quality of this installation. The research is classified as an analytical survey research with cross sectional approact, using post fracture patients serviced at this installation as the population. It is carried out by doing interview to those patients through structured quistionnaire. Population's frame comprises 216 patients obtained physiotherapy service at 25 May - 22 June 2004, and the samples are 103 patients which is taken by using proportionate Simple Random Sampling method. From the results, we could know that there are 41,3 % of 103 patients as respondents satisfied, and 58,3 % rest are not satisfied to the interpersonal competence of physiotherapist. Bivariate analysis of perception of patient's satisfaction shows a significant relationship : physiotherapist's hospitality (p-value = 0,000, C = 0.376), good manners (p-value = 0,000, C = 0.434), care and attention (p-value = 0,000, C = 0.411), patience (p-value = 0,000, C = 0.371), willingness to feel what patients feel (p-value = 0,000, C = 0,383), to the perception of patient's satisfaction at Medical Rehabilitation Installation of Dr. Sardjito Hospital —Yogyakarta. Multivariate analysis shows the affecting variables to the perception of patient's satisfaction are good manners (B = 1.483, p value = 0,040), patience (B = 1.414, p value = 0.028), and willingness to feel what patients feel (B = 1.300, p value = 0.049). Based on the results explained above, it is suggested to improve the interpersonal competence of physiotherapist by doing first-rate service training, quality culture development through "Sugar" group, and putting interpersonal competence components into existing reward system. Kompetensi Interpersonal petugas merupakan salah satu komponen mutu pelayanan Rumah Sakit yang menentukan kepuasan pasien, termasuk di Instalasi Rehabilitasi Medik RS. Dr. Sardjito. Berdasarkan hasil rekapitulasi dari 64 surat yang masuk, terdapat keluhan kurang ramah, petugas galak, petugas sulit senyum, kurang bicara, kurang jelas dalam memberikan instruksi dalam latihan gerak (exercise), dan lain — lain. Untuk meningkatkan kompetensi interpersonal petugas Fisioterapi tersebut, perlu dilakukan penelitian guna mengetahui faktor — faktor mempengaruhi kompetensi interpersonal petugas fisioterapi tersebut. Penelitian ini bertujuan untuk mengetahui pengaruh kompetensi interper¬sonal petugas terhadap kepuasan pasien di Instalasi Rehabilitasi Medik RS Dr. Sardjito — Yogyakarta. Sehingga dapat dijadikan masukan untuk meningkatkan kompetensi interpersonal petugas Fisioterapi tersebut, yang akhirnya diharapkan dapat meningkatkan mutu pelayanan di instalasi tersebut. Penelitian ini merupakan penelitian survey analitik dengan pendekatan cross sectional dengan populasi pasien post fraktur yang mendapatkan pelayanan fisioterapi di instalasi terssebut. Penelitian dilakukan melalui wawancara pada pasien dengan menggunakan kuisioner terstruktur. Frame populasi meliputi 216 pasien yang memanfaatkan pelayanan fisioterapi pada tanggal 25 Mei sampai dengan 22 Juni 2004, dengan jumlah sampel sebanyak 103 orang pasien yang diambil dengan cara proportionate Simple Random Sampling Hasil penelitian menunjukan bahwa dari 103 pasien yang menjadi responden terdapat 41,3 % puas, dan 58,3 % tidak puas menyatakan terhadap kompetensi interpersonal petugas fisioterapi. Analisis bivariat persepsi kepuasan pasien menunjukkan hubungan yang bermakna dengan : keramahan petugas (p-value = 0,000, C= 0.376 ), kesopanan petugas (p-value = 0,000, C = 0.434), perhatian petugas (p-value = 0,000, C= 0.411), Kesabaran (p-value = 0,000 C = 0.371) dan petugas ikut merasakan yang dialami pasien (p-value : 0,000, C = 0,383), dengan persepsi kepuasan pasien fisioterapi di instalasi Rehabilitasi Medik RS Dr. Sardjito —Yogyakarta. Analisis mutivariat menunjukkan bahwa variabel yang berpengaruh terhadap persepsi kepuasan pasien fisioterapi adalah kesopanan (B = 1.483, p value = 0,040), kesabaran (B = 1.414, p value = 0.028) dan petugas ikut merasakan yang dialami pasien (B = 1.300, p value = 0.049 Berdasarkan hasil penelitian ini perlu dilakukan peningkatan komptetensi interpersonal petugas melalui pelatihan pelayanan prima, pengembangan budaya mutu melalui gugus 'Sugar" serta memasukkan unsur kompetensi interpersonal dalam sistem reward yang sudah ada.