STUDI HUBUNGAN MUTU PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP BADAN LAYANAN UMUM DAERAH RUMAH SAKIT KONAWE TAHUN 2020

Abstract

Abstrak Latar Belakang: Berdasarkan survei awal yang peneliti lakukan diketahui terdapat keluhan masyarakat menyangkut mutu pelayanan kesehatan masih kurang memuaskan dimana pasien yang berobat rawat inap kurang mendapat pelayanan yang baik dikarenakan sikap petugas tidak ramah terhadap pasien dan empati petugas kurang efektif. sehingga pasien kurang puas dan bisa mempengaruhi mutu kinerja pelayanan kesehatan dan persepsi masyarakat terhadap Rumah Sakit. Tujuan: mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan pasien rawat inap pada BLUD Rumah Sakit Konawe. Metode: penelitian kuantitatif. Rancangan penelitian survei. Sampel penelitian (Purposive Sampling) sebanyak 98 pasien. Tehnik analisis data analisis deskriptif dan Chi Kuadrat. Hasil: (1)Ada hubungan positif dan signifikan kecepatan mendapatkan pelayanan dengan kepuasan pasien nilai p-value= 0,0000,05.(2).Ada hubungan positif dan signifikan sikap ramah dan sopan petugas kesehatan dengan kepuasan pasien. Nilai p-value=0,0000,05. (3). Ada hubungan positif dan signifikan komunikasi petugas kesehatan dengan kepuasan pasien nilai p-value=0,0000,05.(4)Ada hubungan positif dan signifikan hak memilih pengobatan dan perawatan dengan kepuasan pasien nilai p-value=0,0000,05.(5).Ada hubungan positif dan signifikan kerahasiaan informasi pasien dengan kepuasan pasien nilai p-value=0,0000,05. (6).Ada hubungan positif dan signifikan hak memilih pelayanan kesehatan dengan kepuasan pasien nilai p-value=0,0000,05.(7).Ada hubungan positif dan signifikan kualitas tempat pelayanan kesehatan dengan kepuasan pasien nilai p-value=0,0000,05. (8)Ada hubungan positif dan signifikan kemudahan dikunjungi keluarga atau teman dengan kepuasan pasien nilai p-value=0,0000,05. Kesimpulan: Berdasarkan uraian dari setiap indikator mutu pelayanan kesehatan dengan hubungannya kepuasan pasien maka secara umum diketahui ada hubungan sangat erat antara mutu pelayanan kesehatan dengan kepuasan pasien pada Rumah Sakit Konawe. Artinya semakin baik mutu pelayanan semakin memuaskan pasien rawat inap. AbstractBackground: Based on the initial survey conducted by the researcher, it is known that there are public complaints regarding the quality of health services that are still unsatisfactory where patients receiving inpatient treatment do not receive good service because the attitude of the officers is not friendly to patients and the empathy of officers is less effective so that patients are not satisfied and can affect the quality of health service performance and public perception of the hospital. Objective: to determine the relationship between the quality of health services and satisfaction of inpatients at the BLUD Konawe Hospital. Method: quantitative research. Survey research design. The research sample (purposive sampling) was 98 patients. Data analysis techniques are descriptive analysis and Chi Square. Results: (1) There is a positive and significant relationship between the speed of getting services and patient satisfaction, p-value = 0.000 0.05. (2). There is a positive and significant relationship between the friendly and courteous attitude of health workers and patient satisfaction. p-value=0.0000.05. (3). There is a positive and significant relationship between health worker communication and patient satisfaction, p-value = 0.000 0.05. (4) There is a positive and significant relationship between the right to choose treatment and care with patient satisfaction, p-value = 0.000 0.05. (5). There is a positive and significant relationship between confidentiality of patient information and patient satisfaction with p-value = 0.000 0.05. (6). There is a positive and significant relationship between the right to choose health services with patient satisfaction p-value = 0.000 0.05. (7). There is a positive and significant relationship between the quality of health care facilities and patient satisfaction, p-value = 0.000 0.05. (8) There is a positive and significant relationship between the ease of being visited by family or friends with patient satisfaction, p-value = 0.0000.05. Conclusion: Based on the description of each indicator of the quality of health services with the relationship of patient satisfaction, it is generally known that there is a very close relationship between the quality of health services and patient satisfaction at Konawe Hospital. This means that the better the quality of service, the more satisfying the inpatients will be.