ANALISIS HARAPAN DAN KEPUASAN PASIEN RAWAT INAP PENYAKIT DALAM TERHADAP MUTU PELAYANAN DOKTER SPESIALIS DI RSI SUNAN KUDUS

Abstract

Sunan Kudus Islamic Hospital has an increasing number of hospitalized internal disease patients each year although there has been a decrease in the year of 2005. Public relation data shows that 10% of patients feel that doctors are difficult to communicate with, 7% of patients feel that doctors don't give enough consultation, 5% feel that doctors are not friendly, 3% state that doctor often speak sarcastically. There have been complaints that doctors are difficult to contact and to consult with. Therefore, a research on hope and satisfaction of hospitalized Internal Disease Patients towards the quality of specialist doctor service in RSI sunan Kudus is carried out. This research is carried out by observational research by surveying patients in panel. The techniques being used are interview and observation. Data are processed quantitatively, analized by using Cartesius cart. The result shows that most of them are female patients (59.9%), aged between 4- 60 years(50%), and having basic education (59.6%), and work as labourers (53.8%). Based on the lowest degree of conformity on the variable of service readiness whether a doctor is quick in responding to a patient's complaint (91.89%). The lowest degree of conformity on service proficiency lies on doctor's diagnosing correctly (94.65%). On attention variable of doctor's concern towards patient and his family's complaint (95.81%) and on appearance variable lies on the statement of whether the doctor is friendly and ready to smile.(91.98%). The result of specialist doctor's service quality measurement using Cartesius Cart shows that Service readiness belongs to A quadrant, Service Proficiency Variable belongs to B quadrant, Service Attention Variable belongs to C quadrant, and Service Performance Variable belongs to D quadrant. It is suggested that specialist doctors must enhance in readiness to serve patients and maintain their doctor's proficiency in checking and treating the patients properly. They should make doctor's proficiency as the priority in service of giving the right diagnose correctly and prescribing the right medicine having minimum side effect. As for attention in serving patients, the doctors should maintain and enhance their skill in providing disease diagnostic information, therapy/ treatment towards patients. Besides, the doctors should increase their concern towards each complaint of patient and his family.