HUBUNGAN MUTU PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN DI UNIT PELAYANAN RAWAT COVID-19 DI RSUD KOTA KENDARI TAHUN 2021

Abstract

Abstrak Latar Belakang: Indikator utama untuk mengetahui mutu pelayanan RSUD Kota Kendari adalah kepuasan pasien. Faktor penyebab ketidakpuasan pasien dalam pelayanan kesehatan dapat di sebabkan oleh beberapa hal yaitu tidak puas terhadap prosedur penerimaan pasien saat pelayanan administrasi, ketepatan waktu dokter dalam memberikan pelayanan, terlama dalam mengambil hasil swab test covid di unit pelayanan rawat covid-19.Tujuan: penelitian ini bertujuan Untuk mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan pasien di unit pelayanan rawat covid-19 di RSUD Kota Kendari tahun 2021.Metode: Metode penelitian ini menggunakan kuantitatif dengan rancangan cross-sectional study dengan jumlah populasi 56 pasien orang menggunakan teknik pengambilan sampel total sampling yang berjumlah 56 orang. Uji statistik menggunakan uji Chi square.Hasil: Hasil penelitian menunjukkan bahwa ada hubungan antara kehandalan dengan kepuasan pasien (p value =.017 0,05), ada hubungan antara daya tangkap dengan kepuasan pasien (p value =.004 0,05), ada hubungan antara jaminan dengan kepuasan pasien (p value =.004 0,05), ada hubungan empati dengan kepuasan pasien (p value =.000 0,05), ada hubungan bukti fisik dengan kepuasan pasien (p value =.002 0,05)..Kesimpulan: Kesimpulan penelitian ini adalah ada hubungan antara kehandalan, daya tanggap, jaminan, empati, bukti fisik pada kepuasan pasien rawat covid. Sehingga dapat meningkat pelayanan yang baik secara optimal di unit pelayanan rawat covid-19 di RSUD Kota Kendari. AbstractBackground: The main indicator to determine the service quality of Kendari City Hospital is patient satisfaction. Factors causing patient dissatisfaction in health services can be caused by several things, namely dissatisfaction with the procedure for receiving patients during administrative services, the doctor's timeliness in providing services, taking the longest time in taking the results of the COVID-19 swab test in the Covid-19 care unit..Objectives: The purpose of this study was to determine the relationship between the quality of health services and patient satisfaction in the Covid-19 outpatient service unit at the Kendari City Hospital in 2021.Methods: This research method used a quantitative cross-sectional study design with a population of 56 patients using a total sampling technique that used a total sampling technique. numbered 56 people. Statistical test using Chi square test.Results: The results showed that there was a relationship between reliability and patient satisfaction (p value =.017 0.05), there was a relationship between comprehension and patient satisfaction (p value =.004 0.05), there was a relationship between assurance and patient satisfaction. (p value =.004 0.05), there is a relationship between empathy and patient satisfaction (p value =.000 0.05), there is a relationship between physical evidence and patient satisfaction (p value =.002 0.05).Conclusion: The conclusion of this study is that there is a relationship between reliability, responsiveness, assurance, empathy, physical evidence on the satisfaction of Covid patients. So that good service can be optimally increased in the Covid-19 care unit at the Kendari City Hospital.