Analysis of Patients Expectation And Satisfaction of the Services Quality of Internists at Internal Medicine Inpatient Unit, Sunan Kudus Moslem Hospital

Abstract

The number of hospitalized patient in the inpatient uinit of internal medicine Sunan Kudus Moslem increased every year, expect in 2005. Data from Public Relation Departement showed that 10% of the patients complained that doctors did not communicate well tio to the patients, 7 % of the patients critized that the doctors did not have a time to provide consultation, 5% said that the doctors were not friendly, and 3% of the patients that the doctors spoke sarcastic. Based on previous study revealed that the doctors could not be contacted and could not be asked to consult. The objective of this research was to analyze the patients’ hope and satisfaction at inpatient unit of onternal disease on service quality of internists at Sunan Kudus Moslem Hospital.This was an observational research with panel survey approach. Data were colleted by interviews and observations. Data analysis used important performance analysis completed with Cartesius Diagram The results of this research showed that most of the respondents were female(59.6%), 40-60 years old (50.0%), had low education (59.6%), and worked as a laborer (53.8%). The lowest grade of responsiveness (91.89%), which was on doctors response to patients’ complaints. The lowest grade on variable of competency (94.65%) was on the accurateness of dianosis. The lowest grade on attention variable (95.81%) was on taking care of patients’ complaint. The lowest grade performance variable (91.98%) was on the friendliness of the doctors. The result of measurements using Cartesius Diagram showed that variable of responsiveness was classified into Quadrant A, Variable of cometency was classified into Quadrant B, variable of attention was classified into Quadrant C, and variable of performance was classified into Quadrant D. Sumber Utama : www.mikm.undip.ac.id