ANALISIS PENGARUH PERSEPSI PASIEN TENTANG MUTU PELAYANAN USG RADIODIAGNOSTIK PRIVATE TERHADAP KEPUASAN PASIEN RAWAT JALAN PAVILIUN GARUDA INSTALASI RADIOLOGI RUMAH SAKIT UMUM PUSAT Dr. KARIADI SEMARANG

Abstract

Mutu dan kualitas pelayanan rawat jalan USG Radiodiagnostik Private dapat diukur dengan memperhatikan 5 dimensi yaitu: 1) tangible, 2) reliability, 3) assurance, 4) responsiveness dan 5) emphaty. Keluhan pasien terhadap pelayanan USG Radiodiagnostik Private dan terjadinya penurunan target pendapatan mencapai (30%) merupakan permasalahan penting yang harus segera diatasi oleh pihak manajemen RSUP Dr. Kariadi Semarang. Tujuan penelitian ini adalah menganalisis pengaruh persepsi pasien tentang mutu pelayanan USG Radiodiagnostik Private terhadap kepuasan pasien rawat jalan Paviliun Garuda Instalasi Radiologi RSUP Dr. Kariadi Semarang. Penelitian ini merupakan penelitian observasional, dengan pendekatan rancangan penelitian cross sectional. Populasi penelitian adalah seluruh pasien rawat jalan USG Radiodiagnostik Private berjumlah 545 orang. Sedangkan sampel penelitian berjumlah 149 dengan metode consecutive sampling. Analisis statistik yang digunakan analisis bivariat dengan uji chi square dan analisis multivariat dengan uji regresi logistik metode enter. Hasil analisis deskriptif, tangible pelayanan baik (43,0%), reliability pelayanan baik (36,2%), assurance pelayanan baik (35,6%), responsiveness pelayanan baik (38,9%) dan emphaty pelayanan baik (47,0%). Hasil analisis bivariat menunjukkan bahwa ada hubungan yang signifikan antara tangible, assurance, responsiveness dan emphaty terhadap kepuasan pasien USG Radiodiagnostik Private ( 05 , 0 < p ). Hasil analisis multivariat menunjukkan adanya pengaruh bersama-sama antara tangible ( p = 0,007, ) ( β Exp = 2,615), emphaty ( p = 0,021, ) ( β Exp = 2,278) terhadap kepuasan pasien USG Radiodiagnostik Private Paviliun Garuda RSUP Dr. Kariadi Semarang. Saran adalah membenahi/ menyediakan ruang tunggu khusus pasien private, melakukan penataan ulang pemanfaatan ruang pemeriksaan USG, menambah unit pesawat USG, menambah petugas administrasi khusus pelayanan USG Private, melakukan audit/ membuat aturan perihal kesiagaan Radiolog bertugas, melaksanakan pelatihan peningkatan kompetensi petugas radiologi. measured by the following five dimensions: 1) tangible, 2) reliability, 3) assurance, 4) responsiveness, and 5) empathy. Complaints from patients toward the accepted services and decreasing the achievement of the target (30%) are the main problems that must be overcome by the management of Dr. Kariadi Public Hospital. The objective of this research was to analyze the influence of the patients’ perception about the quality of USG Radio Diagnostics Private Services toward the patients’ satisfaction at the Outpatient Unit of Pavilion Garuda at Radiology Installation of Dr. Kariadi Public Hospital in Semarang. This was an observational research with cross sectional approach. Population was all patients at the Outpatient Unit of the USG Radio Diagnostics Private (545 persons). Number of sample was 149 persons carried out by the technique of a consecutive sampling. Data were analyzed using bivariate analysis (Chi Square Test) and multivariate analysis (Logistic Regression with Enter Method). The result of this research showed that most of the respondents had good services of tangible (43.0%), good services of reliability (36.2%), good services of assurance (35.6%), good services of responsiveness (38.9%), and good services of empathy (47.0%). Based on the bivariate analysis, variables of tangible, assurance, responsiveness, and empathy (p<0.05) had a significant relationship with the patients’ satisfaction at the USG Radio Diagnostics Private (p<0.05). The result of multivariate analysis showed that variables of tangible (p = 0.007, Exp B = 2.615) and empathy (p = 0.021, Exp B = 2.278) together influenced the patients’ satisfaction at the USG Radio Diagnostics Private of Pavilion Garuda at Dr. Kariadi Public Hospital in Semarang. As a suggestion, the hospital management should provide a waiting room especially for a private patient, rearrange the use of the USG test room, add number of USG units, add number of administrators especially for the USG private services, make a regulation concerning on readiness of Radiologist, and conduct training for improving a competency of Radiologist.