ANALISIS PENANGANAN KELUHAN PELAYANAN KESEHATAN PASIEN JKN DI RSUD KOTA KENDARI TAHUN 2023

Abstract

Abstrak Latar Belakang: Salah satu tujuan peningkatan mutu pelayanan kesehatan yakni memastikan kepuasan pasien. Pasien yang puas dengan pelayanan kesehatan umumnya cenderung mematuhi saran medis dan rencana pengobatan yang telah disepakati. Sebaliknya, mereka yang merasa tidak puas atau kecewa dengan pelayanan kesehatan cenderung tidak mengikuti rencana pengobatan, mencari dokter lain, atau bahkan memilih pindah fasilitas pelayanan kesehatan. Ketidakpuasan pasien muncul karena adanya perbedaan antara harapan pasien dengan kemampuan pelayanan kesehatan yang dirasakan saat menggunakan pelayanan kesehatan. Studi pendahuluan yang dilakukan peneliti di Puskesmas Poasia dari 10 orang pasien yang telah diwawancarai didapat bahwa sebanyak 6 orang pasien mengatakan kurang puas terhadap pelayanan kesehatan karena masih lama menunggu dalam pelayanan awal dan sebanyak 4 orang pasien mengatakan puas terhadap pelayanan kesehatan. Tujuan: Untuk mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan pasien rawat inap di Puskesmas Poasia Kota Kendari Tahun 2023. Metode: Jenis penelitian ini adalah penelitian kuantitatif dengan menggunakan desain cross sectional study, dengan jumlah sampel 72 responden dan teknik pengambilan sampel dengan cara simple random sampling. Hasil: Ada hubungan antara tangible dengan kepuasan pasien rawat inap (p value = 0,015), tidak ada hubungan antara reliability dengan kepuasan pasien rawat inap (p value = 0,563), ada hubungan antara responsiveness dengan kepuasan pasien rawat inap (p value = 0,003), tidak ada hubungan antara assurance dengan kepuasan pasien rawat inap (p value = 0,49), ada hubungan antara emphaty dengan kepuasan pasien rawat inap (p value = 0,00). Kesimpulan: Ada hubungan antara tangible, responsiveness, emphaty dengan kepuasan pasien rawat inap dan tidak ada hubungan antara reliability, assurance dengan kepuasan pasien rawat inap di Puskesmas Poasia Kota Kendari Tahun 2023, sehingga perlu adanya evaluasi dari puskesmas terkait tangible, responsiveness, emphaty agar dapat meningkatkan pelayanan kesehatan. Abstract Background: One of the goals of improving the quality of healthcare is to ensure patient satisfaction. Patients who are satisfied with their healthcare generally tend to adhere to the medical advice and treatment plans that have been agreed upon. In contrast, those who are dissatisfied or disappointed with health services tend not to follow the treatment plan, find another doctor, or even choose to move health care facilities. Patient dissatisfaction arises because of the difference between patient expectations and the perceived ability of health services when using health services. Preliminary studies conducted by researchers at the Poasia Health Center from 10 patients who have been interviewed found that as many as 6 patients said they were less satisfied with health services because they were still waiting long in the initial service and as many as 4 patients said they were satisfied with health services. Objectives: To determine the relationship between the quality of health services and the satisfaction of inpatients at the Poasia Health Center, Kendari City in 2023. Methods: This type of research is quantitative research using a cross sectional study design, with a sample size of 72 respondents and a sampling technique using simple random sampling. Results: There is a relationship between tangible and inpatient satisfaction (p value = 0.015), there is no relationship between reliability and inpatient satisfaction (p value = 0.563), there is a relationship between responsiveness and inpatient satisfaction (p value = 0.003), there is no relationship between assurance and inpatient satisfaction (p value = 0.49), there is a relationship between empathy and inpatient satisfaction (p value = 0.00) Conclusion: There is a relationship between tangible, responsiveness, empathy with inpatient satisfaction and there is no relationship between reliability, assurance with inpatient satisfaction at the Poasia Health Center, Kendari City in 2023, so that there needs to be an evaluation from the puskesmas regarding tangible, responsiveness, empathy in order to improve health services.