[
ABSTRAKMutu pelayanan kesehatan yang baik di puskesmas akan memberikan
kepuasan kepada pasien sebagai pelanggan eksternal. Penelitian ini bertujuan untuk
mengetahui gambaran pelaksanaan pelayanan rawat jalan poli umum puskesmas di
Kota Sabang tahun 2008, dengan desain penelitian cross sectional melalui
pendekatan kuantitatif yang kemudian dianalisa secara univariat, bivariat dan
multivariate, serta pendekatan kualitatif yang dianalisa dengan menggunakan matrik.
Sampelnya adalah pasien yang berkunjung rawat jalan poli umum puskesmas di Kota
Sabang pada bulan Februari 2008 berjumlah 110 pasien.
Hasil penelitian menunjukkan pasien yang merasa puas terhadap pelayanan
yang diberikan sebesar 50,9%. Hasil analisis bivariat didapatkan yang berhubungan
adalah status pekerjaan (nilai p = 0,037). Faktor yang dominan berhubungan dengan
kepuasan pasien adalah sumber biaya askeskin (nilai p = 0,035). Faktor yang tidak
berhubungan dengan kepuasan pasien adalah: umur, jenis kelamin, pendidikan. Hasil
pemetaan dimensi mutu didapatkan pernyataan yang menjadi prioritas utama untuk
diperbaiki adalah alat periksa tersedia dan lengkap, petugas memberi informasi yang
jelas tentang penyakit yang diderita pasien, pasien selalu mendapatkan pelayanan
Analisis kepuasan..., Adhi Susetyo, FKM UI, 2008
3
dari dokter, dan petugas memberi kesempatan pasien untuk bertanya dan
menyampaikan keluhan.
Perlu adanya alur pelayanan, petunjuk ruangan, pembatas ruangan, SOP,
standarisasi tugas, uraian tugas, bimbingan teknis yang baik dan benar, dokter yang
selalu melakukan pemeriksaan di poli umum sesuai jadwal piket dan ilmu yang telah
didapatkan sesuai profesinya, sehingga memberi kesempatan pasien untuk bertanya
dan menyampaikan keluhan, serta memberi informasi penyakit yang diderita pasien.
ABSTRACTThe good quality of health care on public health centre will give satisfaction
to patient as the external customer. The purpose of this research want to find out
characteristic of outpatient service satisfaction of poly public health centre in Sabang
city in 2008, this research was done by a cross sectional method with quantitative
approach and univariate, bivariate, multivariate analyzed, and qualitative approach
that analysed by using matrix. The sample in this research was taken from outpatient
public poly in Public Health Centre in Sabang City on Februari 2008 amount 110
patient.
Result of research shows of patients feel satisfied with service that give as
high as 50,9%. Result of bivariate analysis is got corelated is job status (value p =
0,037). Dominant factor which relation with patient satisfaction is expense source
askeskin (p-value = 0,035). Factor is not relation with patient satisfaction is age,
gender, education. Whereas statement that become main priority for repaired is tool
checks available and complete, officer gives clear information about patient?s
Analisis kepuasan..., Adhi Susetyo, FKM UI, 2008
5
diseases, patient always gets service from doctor, and officers gives patient
opportunity to enquire and submit sigh.
Must existence of service path, room guideline, room constrictor, SOP, duty
standardization, duty description, good technical supervision and correctness, docter
always serve in public poly on schedule care of service and knowledge that has been
got according its profession., The good quality of health care on public health centre will give satisfaction
to patient as the external customer. The purpose of this research want to find out
characteristic of outpatient service satisfaction of poly public health centre in Sabang
city in 2008, this research was done by a cross sectional method with quantitative
approach and univariate, bivariate, multivariate analyzed, and qualitative approach
that analysed by using matrix. The sample in this research was taken from outpatient
public poly in Public Health Centre in Sabang City on Februari 2008 amount 110
patient.
Result of research shows of patients feel satisfied with service that give as
high as 50,9%. Result of bivariate analysis is got corelated is job status (value p =
0,037). Dominant factor which relation with patient satisfaction is expense source
askeskin (p-value = 0,035). Factor is not relation with patient satisfaction is age,
gender, education. Whereas statement that become main priority for repaired is tool
checks available and complete, officer gives clear information about patient’s
Analisis kepuasan..., Adhi Susetyo, FKM UI, 2008
5
diseases, patient always gets service from doctor, and officers gives patient
opportunity to enquire and submit sigh.
Must existence of service path, room guideline, room constrictor, SOP, duty
standardization, duty description, good technical supervision and correctness, docter
always serve in public poly on schedule care of service and knowledge that has been
got according its profession.]
