Era globalisasi yang menuntut persaingan yang tinggi rumah Sakit dituntutuntuk meningkatkan mutu pelayanan kesehatan. Kepuasan pasien merupakan salahsatu indikator penting untuk mengukur mutu pelayanan.Penelitian ini bertujuan untuk mendapatkan tingkat gambaran kepuasanpasien, melihat hubungan antara karakteristik pasien dengan kepuasan terhadap mutulayanan rumah sakit, menganalisa penyebab ketidak puasan.Penelitian dilakukan pada tanggal 9 April sampai dengan 12 Mei 2001. diRumah Sakit Umum Daerah Lahat (RSUD Lahat). Berdasarkan sltratifikasiproporsional diperoleh 96 sampel penelitian dari berbagai kelas perawatan (kelas III33, kelas II 33, kelas I 10, VIP 20). Penelitian ini merupakan penelitian yang bersifatanalitik kuantitatif dan kualitatif. Penelitian kualitatif untuk menggali penyebabketidakpuasan pasien serta analisis penyebab ketidak puasan dengan wawancaramendalam dan observasi.Analisis statistik yang dipergunakan adalah analisis univariat untuk melihatgambaran deskriptif dilanjutkan dengan analisis bivariat. Data penelitian kualitatifdiolah dengan menggunakan content analysis. Dari analisis bivariat diperoleh adanya hubungan karakteristik pasien, jenis kelamin., kelas perawatan dengan kepuasan.Penyebab ketidakpuasan pasien yang terbanyak adalah dimensi kehandalan(reliability) dan masih kurangnya mutu layanan rumah sakit meliputi mutu supplier,input, process, output.Penelitian ini menyarankan supplier membuat jadwal evaluasi dan bimbinganyang baku, penambahan jumlah tenaga perawat, memberdayakan diklat untukmengadakan pelatihan petugas. Perbaikan insentif bagi perawat dan pemberianinsentif bagi petugas gizi, mencukupi kekurangan sarana rumah sakit seperti air,laken dengan mengusulkan dana ke Pemda. Pelaksanaan prosedur tetap bagi petugasdan penambahan dokter spesialis.

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Abstract
Globalization in many aspects of business including hospital services, requiresimprovement of quality care. One important measure of quality of care is patientsatisfaction. This study has objectives for describe level of patient satisfaction, to examinecorrelation between patients characteristics and satisfaction to quality of care and todescribe causal factors of unsatisfaction situations.This study had been done during April to May 2001 at Lahat General Hospital(RSUD Lahat). Samples were drawn using stratified from all classes of care (3rd class: 33respondents ; 2nd : 33 respondents ; 1st : 10 respondents and VIP : 20 respondents). Thisstudy is using analytic quantitative approach with qualitative study as complementary.The quality approach as use to elaborate reasons for unsatisfaction condition by using indepth interview and observation.Statical analysis started with descriptive to examine quantitative data. Thencontinues with bivariate analysis. Qualitative data were analyzed using content analysis.From bivariat quantitative, it is shown that variables of sex and class of care aresignificantly related to satisfaction. Reliability dimension of quality care is mostlycomplained is the cause of unsatisfaction condition. This is related to low quality level ofsuppliers, input process and output.This study suggest that hospital manager (as supplier) should develop periodicalevaluation and standardized supervision, recruit more nurses establish training management for staff personnel. Furthermore, it is also suggested that incentive systemshould be evaluated and improved, especially for nurses and nutritionist, to improvequality of hospital facilities such as clean water supplies and linen. This can be requestedto local government. ln addition, the hospital should develop standard operationalprocedure for staff and (specialist) medical doctors.