PENGARUH PROCEDURAL JUSTICE TERHADAP KEPUASAN PASIEN KLINIK PRATAMA KEPOLISIAN DAERAH SULAWESI TENGGARA

Abstract

ABSTRAK Ketidakpuasan pasien di unit pelayanan Kesehatan masih menjadi masalah serius dalam pelayanan Kesehatan, hal ini menjadi salah satu indikator mutu pelayanan Kesehatan, dan harus menjadi perhatian pihak manajerial untuk memperbaiki mutu pelayanan kesehatan. Dengan demikian kepuasan pasien merupakan salah satu tujuan dari peningkatan mutu layanan kesehatan Klinik. Adapun tujuan penelitian untuk mengkaji pengaruh procedural justice terhadap kepuasan pasien di Klinik Pratama Kepolisian Daerah Sulawesi Tenggara. Jenis penelitian survey dengan pendekatan cross-sectional study. Populasi penelitian adalah pegawai kepolisian dan Masyarakat umum sebanyak 7.208 orang, dengan jumlah sampel 99 orang dengan Teknik penarikan sampel menggunakan purposive sampling. Penelitian ini dilakukan di Klinik Pratama Kepolisian Daerah Sulawesi Tenggara bulan Januari-Februari 2024. Variabel dependen yaitu Procedural Justice dan variable independent yaitu kepuasan pasisen. Pengumpulan data dilakukan dengan menggunakan kuisioner, observasi dan wawancara kepada Responden. Analisis data dilakukan secara univariat dan bivariat menggunakan uji Chi Square. Hasil penelitian menunjukkan bahwa terdapat pengaruh procedural justice, terhadap kepuasan pasien di Klinik Pratama Kepolisian Daerah Sulawesi Tenggara. Dengan demikian, diharapkan kepada pihak manajerial Klinik Pratama Kepolisian Daerah Sulawesi Tenggara agar lebih memaksimalkan dan meningkatkan procedural justice saat melaksanakan tugasnya serta perlunya cepat tanggap dalam menangani pasien, lebih ramah kepada pasien, lebih mengenal pasien, dan memberikan perhatian kepada pasiennya sehingga pasien dapat merasa nyaman dalam pelayanan Kata kunci: Kepuasan, Klinik, Pasien, Procedural Justice ABSTRACT Patient dissatisfaction in health service units is still a serious problem in health services, this is an indicator of the quality of health services, and must be a concern for managers to improve the quality of health services. Thus, patient satisfaction is one of the goals of improving the quality of clinical health services. This study aimed to examine the influence of procedural justice on patient satisfaction at the Southeast Sulawesi Regional Police Pratama Clinic. Type of study was observational with a cross-sectional study approach. The population were police employees and the general public was 7,208 people, with a sample size of 99 people that taken by purposive sampling technique. This study was carried out at the Pratama Clinic of the Southeast Sulawesi Regional Police in January-February 2024. The dependent variable was Procedural Justice and the independent variable was patient satisfaction. Data collection was conducted by questionnaires, observations and interviews with respondents. Data was analysis through univariate and bivariate with Chi Square test. The results of the research showed that there was an influence of procedural justice on patient satisfaction at the Southeast Sulawesi Regional Police Pratama Clinic. Therefore, It is hoped that the management of the Southeast Sulawesi Regional Police Pratama Clinic will further maximize and improve procedural justice when carrying out their duties as well as the need to be responsive in handling patients, be friendlier to patients, get to know patients better, and pay attention to their patients so that patients can feel comfortable in the service. Keywords: Satisfaction, Clinic, Patient, Procedural Justice