HUBUNGAN PERSEPSI PASIEN TERHADAP MUTU PELAYANAN PUSKESMAS DENGAN PEMANFAATAN ULANG PELAYANAN PENGOBATAN RAWAT JALAN UMUM DI PUSKESMAS PEJAGOAN KABUPATEN KEBUMEN TAHUN 2006

Abstract

Besarnya angka pemanfaatan pelayanan merupakan salah satu indikasi baiknya penilaian/persepsi masyarakat pada fasilitas pelayanan tersebut. Pemanfaatan ulang sangat dipengaruhi oleh penilaian/persepsi pembeli terhadap pelayanan yang diterima sebelumnya. Dari data diketahui bahwa Puskesmas Pejagoan mengalami penurunan kunjungan rawat jalan umum selama dua tahun terus menerus. Untuk mengantisipasi kecenderungan terjadinya penurunan kunjungan diperlukan penelitian tentang hubungan antara persepsi mutu pelayanan puskesmas dengan pemanfaatan ulang pelayanan pengobatan rawat jalan umum di Puskesmas Pejagoan. Tujuan penelitian ini adalah untuk memperoleh gambaran karakteristik responden, persepsi pasien terhadap mutu pelayanan puskesmas, dan pemanfaatan ulang pelayanan pengobatan rawat jalan umum. Jenis penelitian adalah explanatory, metode penelitian survey dengan pendekatan Cross Sectional. Populasi dalam penelitian ini adalah pasien rawat jalan umum. Sampel diambil sebanyak 70 dihitung dengan rumus sampel minimal. Instrumen penelitian menggunakan kuesioner. Analisis data dengan uji Rank Spearman dengan nilai kepercayaan 95%. Dari pengelompokkan jawaban diperoleh hasil bahwa mutu pelayanan puskesmas dalam kategori sedang, meliputi mutu pelayanan petugas loket 62,9%, mutu pelayanan dokter 64,3%, mutu pelayanan perawat 47,1%, mutu pelayanan petugas obat 68,6% dan mutu kondisi lingkungan 72,9%. Tingkat minat pasien untuk memanfaatkan ulang, yang berminat sebanyak 15,7%, kurang berminat 65,7% dan yang tidak berminat 18,6%. Hasil penelitian menunjukkan bahwa ada hubungan yang bermakna antara persepsi mutu pelayanan petugas loket (p=0,001), persepsi mutu pelayanan dokter (p=0,001), persepsi mutu pelayanan perawat (0,001), persepsi mutu pelayanan petugas obat (p=0,001), dan mutu kondisi lingkungan (p=0,001) dengan pemanfaatan ulang pelayanan pengobatan rawat jalan umum di Puskesmas Pejagoan. Disarankan kepada petugas loket, perawat, dokter, maupun petugas obat yang memberikan pelayanan lebih ramah dan cepat dalam pelayanan kepada pasien rawat jalan umum, penataan dan kerapian ruang periksa lebih ditingkatkan. Kata Kunci: Persepsi, Mutu pelayanan, Pemanfaatan ulang THE RELATIONSHIP BETWEEN PERCEPTION ON PUSKESMAS QUALITY OF SERVICE AND REUSING OF MEDICATION SERVICE TO GENERAL OUTPATIENT IN PUSKESMAS PEJAGOAN DISTRICT OF KEBUMEN 2006 The number of using of service one of the good indication of public perception to service facilities. Reusing very influenced by perception of buyers to accepted service previously. From dat known that Puskesmas Pejagoan experiencing decline of visit of general outpatient during two year continuously. To anticipate tendency occurance of declining visit it is needed research about the relationship between perception on puskesmas quality of service and reusing of medication service take care of general outpatient in Puskesmas Pejagoan. Target of this research is to obtain responders characteristic, perception of patient to puskesmas quality of service, and reusing medication service of general outpatient. The research type is explanatory, the method is survey research with Cross sectional approach. Population in this research is general outpatients, the samples is 70 and counted by minimum sample formula. Research instrument using questionnaire. Data analysis with Rank Spearman test with 95% of reliability. From qualifyng of answer resulted that puskesmas quality of service in medium category, including quality of service of counter officer is 62,9%, quality of service of doctor is 64,3%, quality of service of nurse 47,1%, quality of service of medicinize officer 68,6% and quality of environmental condition is 72,95. Level of patient interest to reusing,who interested is 15,7%, less interested is 65,7& and not interested is 18,6%. Result of esearch indicates that there is a significant relation between perception to quality of service of counter officer (p=0.001), perception to quality of service of doctor (p=0.001), perception to quality of service of nurses (p=0.001), perception to quality of service of medicinize officer (p=0.001), and quality of environmental condition (p=0.001) with reusing medication service of general outpatients in Puskesmas Pejagoan. It is suggested to counter officers, nurses, doctors and medicinize officers which giving of service in order to be give friendlier and quicker service in general outpatient services, neat and settlement of check rooms more be improved. Keyword : Perception, Quality of service, Reusing