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"Pelayanan kesehatan yang bermutu saat ini sudah menjadi tuntutan semua pihak, termasuk masyarakat sebagai pengguna jasa, dengan era globalisasi, bertambahnya golongan masyarakat yang mampu, berpendidikan, dan menguasai informasi, masalah mutu pelayanan menjadi tuntutan mutlak. Adapun faktor yang dominan mempengaruhi mutu pelayanan kesehatan di Puskesmas adalah sumber daya manusia, baik yang terlibat dalam manajemen maupun pelayanan. Keluhan (complain) dari pelanggan merupakan indikator dari kurangnya kualitas pelayanan akibat sistem manajemen yang kurang baik. Penelitian ini bertujuan untuk mengetahui hubungan antara karakteristik pelanggan dan upaya manajemen mutu fokus pada pelanggan dengan tingkat kepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014. Metode penelitian adalah kuantitatif bersifat analitik deskriptif dengan desaincross sectional. Dengan populasi adalah seluruh pasien rawat inap dan unsur manajemen di Puskesmas DTP Kabupaten Bogorpada tahun 2014. Sampel pada penelitian ini adalah pasien rawat inap sebanyak 181 orang dan 50unsur manajemen di Puskesmas DTP dari 10 Puskesmas DTP. Hasil penelitian menunjukan bahwa tidak terdapat hubungan antara karakteristik pasien dengan tingkat kepuasan pelanggan, ada hubungan yang bermakna antara upaya manajemen mutu fokus pada pelanggan dengan tingkat kepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014, terdapat perbedaan yang bermakna terhadap skor rerata kepuasan diantara pasien di Puskesmas yang menerapkan upaya manajemen mutu fokus pada pelanggan dan yang tidak menerapkan upaya manajemen mutu fokus pada pelanggan. Penulis menyarankan agar pihak manajemen Puskesmas meningkatkan dimensi fokus pada pelanggandan proses terkait pelanggan. Kedua dimensi tersebutbelum dilaksanakan secara maksimal dalam penerapanupaya manajemen mutu fokus pada pelanggan. Manajemen Puskesmasuntuk memperhatikan dimensi tangibledan responsivenesssebagai dimensi mutu pelayanan dengan tingkat kepuasan terendah.Melaksanakan survey kepuasan pelanggan secara berkala dengan tools yang sesuai dengan kekhususan Puskesmas agar mendapatkan gambaran kepuasan pelanggan terkini.

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Quality health services is now becoming the demands of all parties, including the public as service users, with the era of globalization, increasing social groups capable, educated, and control of information, quality of service issues become an absolute requirement The dominant factor affecting the quality of health services at the health center are human resources, both of which are involved in the management and care. Complaints (complaints) from customers is an indicator of the lack of quality of service due to poor management system.

This study aims to determine the relationship between customer characteristics and quality management efforts focus on providing customers with the level of patient satisfaction in the Puskesmas DTPin Bogor District 2014. Quantitative research method is descriptive analytic cross-sectional design. With a population is the entire patient care and management elements in the Puskesmas DTPin Bogor District 2014. Samples in this study were inpatients as many as 181 people and 50 elements in the management of the Puskesmas DTPfrom 10 health centers With Nursing.

The results showed that there is no relationship between the characteristics of patients with levels of customer satisfaction, there is a significant association between quality management efforts focus on providing customers with the level of patient satisfaction in Bogor Regency DTP health centers in 2014, there is a significant difference in mean scores between patient satisfaction The Health Center is implementing a quality management efforts focus on the customer and are not implementing a quality management efforts focuson the customer and not implementing quality management efforts focus on the customer.

The author suggested that health centers improve the management dimensions of customer focus and customer-related processes. Both of these dimensions has not been fully implemented in the application of quality management efforts focus on the customer. Management Health Center to pay attention and responsiveness as a tangible dimension of service quality dimensions with the lowest satisfaction levels. Carry out customer satisfaction surveys on a regular basis with the appropriate tools to get an idea of the specificity of the health center in order to recent customer satisfaction."

"Kunjungan Puskesmas Sarolangun mengalami penurunan selama 3 tahun terakhir. Survey awal yang dilakukan didapatkan hasil kepuasan pasien terhadap mutu layanan yang diberikan sebesar 40 %. Sementara menurut Petugas Puskesmas Sarolangun mereka mengganggap telah memberikan pelayanan dengan baik dan memuaskan. Untuk itu perlu dilakukan penelitian tentang perbedaan persepsi antara pasien dengan petugas tentang mutu layanan yang diberikan. Hasil penelitian diperoleh persepsi antara pasien dengan petugas dari dimensi tangible hampir sama, kecuali dalam hal prosedur pelayanan , rata-rata persepsi pasien lebih rendah dibandingkan dengan persepsi petugas dan perbedaan ini bermakna secara statistic. Dimensi reliability , persepsi antara pasien dengan petugas hampir sama, kecuali dalam hal penjelasan informasi tentang penyakit pasien dan sistim adminisrasi puskesmas rata-rata persepsi pasien lebih rendah dibandingkan dengan persepsi petugas dan perbedaan ini bermakna secara statistik. Persepsi pasien dan petugas dari dimensi responsibility ada perbedaan yang signifikan secara statistik, terutama pertanyaan mengenai kecepatan petugas menangani keluhan, petugas selalu memberi kemudahan saat melayani dan waktu tunggu yang cepat. Persepsi pasien dengan petugas untuk dimensi assurance terlihat ada perbedaan yang signifikan secara statistik pada pertanyaan mengenai keramahan kesabaran kesopanan dan pemeriksaan sebelum menyerahkan resep. Persepsi Kepuasan pasien dengan petugas dari dimensi empaty tidak bermakna secara statistik kecuali untuk pertanyaan mengenai perhatian petugas secara individua, persepsi pasien lebih rendah dibandingkan persepsi petugas. Dari hasil Fokus Grup Diskusi pada dua kelompok petugas terhadap komponen yang bermakna didapatkan hasil bahwa penyebab yang menjadi latar belakang perbedaan adalah perbedaan faktor individual petugas dan pasien , suasana lingkungan kerja ,beban kerja serta keterbatasan sarana dan kewenangan yang dimiliki. Hasil Penelitian diatas dapat disarankan kepada Puskesmas Sarolangun perlu meningkatkan mutu layanan terutama pada aspek dimensi Responsiveness dan assurance, serta berusaha memecahkan masalah yang menjadi latar belakang penyebab perbedaan seperti hasil Fokus Grup Diskusi.

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Sarolangun health center visits declined during the last 3 years. Initial survey of patient satisfaction results obtained for the quality of services provided by 40%. Meanwhile, according to officials they consider Sarolangun Health Center has provided good service and satisfying. For that we need to do research on the differences between patients with the officer's perception about the quality of services provided.

The results obtained among patients with the officer's perception of the tangible dimension is almost the same, except in the case of service procedures, patient perception of the average lo-wer than the perceptions of officers and this difference was statistically significant. The dimen-sions of reliability, the perception among patients with officers about the same, except in terms of explanation and information about the patient's disease clinic system adminisrasi patient's per ception of the average lower than the perceptions of officers and this difference was statistically significant. Patient's perception of the dimension of responsibility and the officers there was a statistically significant difference, especially questions about the speed of handling complaints officer, the officer always provide convenience when serving and waiting times are fast. Perceptions of patients with officers for assurance dimension appears there was a statistically significant difference on the question of patience, politeness and friendliness checks before handing the recipe. Patient satisfaction with the officer's perception of the dimension empaty not statistically significant except for the question regarding the officer's attention by individual, lower than the patient's perception of officers of perception.

From the results of Focus Group Discussions in two groups of workers against the significant components showed that the cause of the difference is the difference in background factors and the patient's individual officers, the atmosphere of work environment, workload and limited means and authority possessed.

The results of the above studies can be recommended to the Health Center Sarolangun need to improve the quality of services especially in the dimensions Responsivnes and assurance, as well as trying to solve a problem the background causes of differences such as the Focus Group Discussion."

"Tesis ini membahas hubungan antara persepsi dimensi kualitas pelayanan kesehatan dengan kepuasan pasien Askes di Puskesmas Sukasari di Kota Tangerang. Penelitian ini dilakukan karena peneliti melihat adanya penurunan kunjungan pasien Askes pada tahun 2012. Penelitian ini merupakan penelitian observasional dengan desain longitudinal. Teori yang digunakan untuk melihat dimensi kualitas adalah teori Cronin and Taylor (1992) yang terdiri dari lima variabel yaitu tangible, reliability, responsiveness, assurance, dan emphaty. Hasil penelitian menunjukkan bahwa dimensi kualitas yang signifikan berhubungan dengan kepuasan adalah tangible, reliability, responsiveness, assurance, dan emphaty dimana tangible adalah variabel dimensi kualitas yang paling kuat hubungannya dengan kepuasan. Berdasarkan hasil penelitian, peneliti menyarankan agar puskesmas meningkatkan kenyamanan pasien dengan meningkatkan fasilitas yang ada, meningkatkan kedisiplinan jadwal pelayanan, meningkatkan kesigapan dokter dan perawat, serta meningkatkan keterampilan perawat. Dinas Kesehatan perlu upaya peningkatan pembinaan kedisiplinan dan meningkatkan pelayanan puskesmas Sukasari menjadi rawat inap serta PT Askes perlu upaya peningkatan pelayanan dengan memberikan informasi hak dan kewajiban peserta Askes dan memfasilitasi program-program pencegahan di puskesmas lain di Kota Tangerang.

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This thesis explores the relationship between perceptions of the dimensions of quality of health care at the health center patient satisfaction Askes Sukasari Tangerang City. This research was conducted because researchers saw a decrease in patient visits in 2012 Askes. This study is an observational study with a longitudinal design. Theory that used to see the dimensions of quality is the theory of Cronin and Taylor (1992) which consists of five variables: tangible, reliability, responsiveness, assurance, and empathy. The results showed that the quality dimension significantly related to satisfaction is tangible, reliability, responsiveness, assurance, empathy and tangible is the variable dimension quality where the most powerful relationship with satisfaction.

Based on this study, the researcher suggests the health center to improve their Askes patients? satisfaction through their Public Health Care Services by improving their facility, improving discipline in their service schedule, improving the responsiveness of the doctors and nurses, and improving the skills of their nurses. Based on this study, the researcher suggests the health center to improve their Askes patients? satisfaction through their Public Health Care Services by improving their facility, improving discipline in their service schedule, improving the responsiveness of the doctors and nurses, and improving the skills of their nurses. Health Department needs to increase efforts to prove service discipline and coaching clinic Sukasari be hospitalized. PT Askes need to improve services by providing information rights and obligations of participants and facilitate prevention programs in other health centers in the city of Tangerang."

"Penilaian Kinerja Puskesmas (PKP) adalah suatu upaya untuk melakukan penilaian hasil kerja/prestasi puskesmas yang dilakukan secara menyeluruh dari ketiga aspek yaitu aspek program, aspek manajemen dan aspek mutu/kualitas pelayanan. Dalam tesis ini, penilaian kinerja puskesmas hanya dilakukan pada kinerja 6 program pelayanan upaya kesehatan wajib puskesmas (basic six) yaitu 1) Pelayanan KIA/KB dengan 7 indikator kinerja, 2) Pelayanan Pengobatan dengan 2 indikator kinerja, 3) Pelayanan Perbaikan Gizi dengan 7 Indikator kinerja, 4) Pelayanan P3M dengan 8 indikator kinerja, 5) Pelayanan Kesehatan Lingkungan dengan 3 indikator kinerja, 6) Pelayanan Promosi Kesehatan dengan 4 indikator kinerja. Total indikator kinerja semuanya ada 31 indikator yang didasarkan pada indikator SPM Bidang Kesehatan. Metodologi yang digunakan dalam Tesis ini adalah metode System Depelovment LM: Cycle (SDLC) yang terdiri dari : Perencanaan dan analysis sistem, design system, implementasi system dan perawatan system Sedangkan manajemen database menggunakan konsep Data Base Manajemen System (DBMS), dimana untuk menilai apakah hasil pengembangan system berjalan dengau baik, maka dilakukan uji coba prototype di Laboratorium Komputer Fakultas Kesehatan Masyarakat Universitas Indonesia. Input data menggunakan laporan SP3 puskesmas berikut suplemennya dan diproses dengan menggunakan aplikasi program SI-PKP yang secara otomatis dapat menghasilkan output berupa informasi klasifikasi kinerja puskesmas yang disajikan dalam bentuk tabel dan grafik. PKP pada Tesis ini hanya dilakukan terhadap 20 UPTD Puskesmas (50%) dari total 40 UPTD Puskesmas yang ada di Kabupaten Bogor dengan hasil penelitian menunjukkan bahwa sebanyak 7 UPTD Puskesmas (35%) masuk klasifikasi Baik (warna hijau), 6 UPTD Puskesmas (30%) masuk kategori cukup (warm kuning) dan 7 UPTD Puskesmas (35%) masuk klasifikasi kurang (warna merah). Informasi yang dihasilkan tersebut kiranya dapat dijadikan dasar bagi manajemen untuk intervensi program atau reward dan punishment. Manajemen masih perlu juga melakukan pengembangan system ini, sehingga betul-betul dapat diaplikasikan dan memenuhi kebutuhan system secara keseluruhan.

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Performance Assessment at Primary Health Care (PKP) is an effort for doing assessment of job result or achievement at Primary Health Care which has been done by totally from three aspects including program, management and service quality aspect.

In this thesis, performance assessment at Primary Health Care is only done by performance of 6 service programs of nmndatory health effort at Primary Health Care (basic six) such as I) KIA/KB service by 7 performance indicators, 2) Medical service by 2 performance indicators, 3) Nutrition improvement by 7 performance indicators, 4) P3M service by 2 performance indicators, 5) Environment safety service by 8 performance indicators, 6) Health promotion service by 4 performance indicators. All of performance indicators are 31 indicators which based on indicator of service standard at Health Department.

Methodologies which are used in this Thesis are System Development Life Cycle (SDLC) consisting: Planning and analysis system, design system, implementation system and care system While database management used a Data Base Management System (DBMS) concept for assessing development result system has been run better, so it has been done by prototype test at Computer Laboratory of Public Health in Indonesia University.

Data Input used SP3 reports at Primary Health Care and their supplements and then they were processed by using SI-PKP program application of program which can spend output in the form of performance classification infomation at Primary Health Care which were presented in the form of tables and graphics. PKP on this thesis was only done to 20 UPTD at Primary Health Care (50%) from total of 40 UPTD at Primary Health Care in Bogor district by study result indicated that amount of 7 UPTD at Primary Health Care (35%) were a good classification (green color), 6 UPTD at Primary Health Care (30%) were medium category (yellow color) and 7 UPTD at Primary Health Care (35%) were less classification (red color).

From information above presumably can be made based on management for program intervention or reward and punishment. Management still needs to do this system development, so it can be implemented seriously and fulfill a requirement system as a whole."