ANALISIS PENGARUH PERSEPSI PASIEN TENTANG MUTU PELAYANAN DOKTER SPESIALIS OBSTETRI DAN GINEKOLOGI DENGAN MINAT KUNJUNGAN ULANG PASIEN DI INSTALASI RAWAT JALAN RSI SULTAN AGUNG SEMARANG TAHUN 2006

Abstract

Multi patient visits percentage ini RSI Sultan Agung Semarang has been decreasing in the last 3 years in ambulatory care of obstetric-gynaecologist . For anticipation, a resarch on the analysis of medical patient perception effect on obstetric-gynaecologist service quality with medical patient re-visit interest in ambulatory instalation of RSI Sultan Agung Semarang, should be conducted. The aim of this research was to obtain descriptions of medical patent perception on obstetric-gynaecologist service quality, which includes: arrival punctuality; medical technique ability; counseling time availability; scientific knowledge; and interpersonal relationship; with medical patient re-visit interest. This observational research used a survey method with cross-sectional approach. Research instruments used questionnaires on 64 respondents which had been treated by obstetric-gynaecologist in ambulatory care. Data were collected quantitatively and analysed with univariate, bivariate and multivariative by logistic regrestion test. The result shows that 43,8% patient are young-aged, 45,3% high school graduate, 45,3% have an average income, 51,6% live in distant location, and 54,7% are treated by favourite doctor. Respond grouping results show that lower service quality on un-punctual arrival are 78,1%, medical technique ability are 75%, counseling time availability are 75%, scientific knowledge and interpersonal relationship are 70,3%. Medical patient who are interested to re-visit are only 25%, and who are not interested to re-visit are 75%. The correlation analysis show that there are correlation between arrival punctuality, medical technique ability, counseling time availability and scientific knowledge with medical patient re-visit interest. There is no correlation between interpersonal relationship with medical patient re-visit interest. The analysis results show that patient perception, arrival punctuality along with medical technique abilty affect the interest of medical patient re-visit. It is recommended that obstetric-gynaecologist should arrive on time and improve medical technique ability. Hospital management should form a qualty service team and evaluation, management focusing on obstetric-gynaecologist in RSI Sultan Agung Semarang is needed. RSI Sultan Agung mengalami penurunan prosentase kunjungan pasien lama di rawat jalan dokter Spesialis Obstetri dan Ginekologi selama 3 (tiga) tahun terus menerus. Untuk mengantisipasinya dilakukan penelitian tentang Analisis Pengaruh Persepsi Pasien Tentang Mutu Pelayanan Dokter SpOG dengan Minat Kunjungan Ulang Pasien Di Instalasi Rawat Jalan RSI Sultan Agung Semarang. Tujuan penelitian ini untuk memperoleh gambaran persepsi pasien tentang mutu pelayanan dokter meliputi: ketepatan datang, keterampilan teknis medis, ketersediaan waktu konsultasi, pengetahuan ilmiah dan hubungan interpersonal dengan minat kunjungan ulang pasien. Jenis Penelitian observasional dengan metode survei dan pendekatan cross sectional. Instrumen penelitian menggunakan kuesioner pada 64 responden yang telah memperoleh pelayanan rawat jalan dokter SpOG. Data diolah dan dianalisa secara kuantitatif dengan metode univariat, bivariat, multivariat menggunakan uji analisa regresi logistik. Hasil penelitian menunjukkan 43,8% pasien berusia muda, berpendidikan SLTA 45,3%, pendapatan sedang 45,3%, tempat tinggal jauh 51,6% dan dilayani dokter favorit 54,7%. Dari pengelompokkan jawaban diperoleh mutu pelayanan dokter kurang baik pada ketepatan datang 78,1%, keterampilan teknis medis 75,0%, ketersediaan waktu konsultasi 75,0%, pengetahuan ilmiah dan hubungan interpersonal 70,3%. Minat kunjungan ulang pasien 25,0% dan tidak minat kunjungan ulang 75,0%, Hasil analisis hubungan ada hubungan ketepatan datang, keterampilan teknis medis, ketersediaan waktu konsultasi dan pengetahuan ilmiah dengan minat kunjungan ulang. Tidak ada hubungan antara hubungan interpersonal dokter dengan minat kunjungan ulang. Hasil analisis pengaruh secara bersama - sama didapatkan bahwa persepsi tentang ketepatan datang dan keterampilan teknis medis berpengaruh terhadap minat kunjungan ulang. Disarankan dokter SpOG datang tepat waktu dan meningkatkan keterampilan teknis medis, manajemen perlu membentukan tim mutu dan evaluasinya, dan penelitian lebih lanjut manajemen dan mutu pelayanan dokter.