ANALISIS KESESUAIAN ANTARA HARAPAN DAN KENYATAAN MUTU PELAYANAN YANG DITERIMA DI UNIT RAWAT INAP RSUD Dr. RADEN SOEDJATI SOEMODIARDJO KABUPATEN GROBOGAN

Abstract

A quality of inpatient services could be measured by a model of SERVQUAL that consists of the following five dimensions: 1) Tangible, 2) Reliable, 3) Responsiveness, 4) Assurance, and 5) Empathy. Decreasing the visit number of new patients who directly pay at the inpatient unit is a main problem of accepted services quality and must be overcome by the management of Dr. Raden Soedjati Soemodiardjo Hospital in District of Grobogan. The objective of this research was to analyze appropriateness between expectation and realism about accepted services quality at the inpatient unit of Dr. Raden Soedjati Soemodiardjo Hospital in District of Grobogan. This was a panel observational research with prospective longitudinal approach. Population was all new patients who directly paid (556 persons). Number of sample was 149 persons carried out by the technique of simple random sampling. Appropriateness analysis between expectation and realism used a model of Cartesius diagram. The result of this descriptive analysis showed that most of the respondents were tangible (85.61%), reliable (84.67%), responsive (94.00%), high assurance (87.25%), and high empathy (86.92%). Based on the analysis of Cartesius diagram, a main priority that must be improved per variable as follows: 1) Tangible: means and infrastructure (quadrant A); cleanliness and convenience of a room (quadrant A), 2) Reliability: a doctor’s explanation about a disease (quadrant A), explanation about nutrition and food diet (quadrant A), 3) Responsiveness: A nurse’s responsiveness (quadrant A), accepted laboratory result in a same day (quadrant A), 4) Assurance: explanation about proceedings procedure (quadrant A), reason of proceedings and cure estimation (quadrant A), 5) Empathy: control of diet everyday (quadrant A). The result of Cartesius diagram analysis together showed that the variable of tangible was in quadrant C, the variable of reliable was in quadrant B, the variable of responsiveness was in quadrant C, the variable of assurance was in quadrant C, and the variable of empathy was in quadrant B. The variables of reliability and empathy could be kept. Otherwise, the variables of tangible, responsiveness, and assurance had low priorities. As a suggestion, the hospital management should keep cleanliness and convenience of a room followed by providing facilities in a treatment room. Beside that, the management should conduct a medical audit regarding an implementation of a doctor visit and evaluate the support programs related to quickness of services. Mutu pelayanan rawat inap dapat diukur dengan model SERVQUAL yang memperhatikan 5 dimensi yaitu: 1) bukti langsung, 2) keandalan, 3) daya tanggap, 4) jaminan dan 5) empati. Menurunnya jumlah kunjungan pasien baru membayar langsung di unit rawat inap merupakan permasalahan kualitas pelayanan yang diterima pasien dan harus segera ditanggulangi oleh pihak manajemen RSUD Dr. Raden Soedjati Soemodiardjo Kabupaten Grobogan. Tujuan penelitian ini adalah untuk mengetahui kesesuaian antara harapan dan kenyataan mutu pelayanan yang diterima di unit rawat Inap RSUD Dr. Raden Soedjati Soemodiardjo Kabupaten Grobogan. Penelitian ini merupakan penelitian observasional panel, dengan pendekatan longitudinal prospektif. Populasi penelitian adalah seluruh pasien rawat inap baru yang bayar langsung berjumlah 556 orang. Sedangkan sampel penelitian berjumlah 149 dengan metode simple random sampling. Analisis kesesuaian antara harapan dan kenyataan menggunakan model diagram kartesius. Hasil analisis diskriptif, bukti langsung pelayanan (85,61%), keandalan pelayanan (84,67%), daya tanggap pelayanan (94,00%), jaminan pelayanan (87,25%) dan empati pelayanan (86,92%) dalam kategori tinggi. Analisis diagram Kartesius per item variabel prioritas utama diperbaiki 1) bukti langsung: sarana dan prasarana (kuadran A); kebersihan dan kenyamanan ruang (kuadran A), 2) keandalan: penjelasan dokter tentang penyakit (kuadran A); penjelasan gizi/ diet makanan (kuadran A), 3) daya tanggap: responsivitas perawat (kuadran A); hasil laborat diterima pada hari yang sama (kuadran A), 4) jaminan: penjelasan prosedur tindakan (kuadran A); alasan tindakan dan prediksi kesembuhan (kuadran A), 5) empati: kontrol diet setiap hari (kuadran A). Analisis diagram Kartesius variabel mutu bersama-sama, bukti langsung pelayanan kuadran C, keandalan pelayanan kuadran B, daya tanggap pelayanan kuadran C, jaminan pelayanan kuadran C dan empati pelayanan kuadran B. Keandalan dan empati pelayanan dapat dipertahankan sedangkan bukti langsung, daya tanggap dan jaminan pelayanan prioritas rendah. Saran adalah mengkondisikan kebersihan dan kenyamanan ruang perawatan serta melengkapi/ memperbaharui fasilitas ruang perawatan, melakukan audit medik pelaksanaan visite dokter, melakukan evaluasi program pelayanan penunjang terkait kecepatan pelayanan.