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"ABSTRACTPublic Hospital (RSUD) of Banten Province, as the Province Referral Hospital, is required to always improve the quality of service in every line to achieve excellent service and also to give satisfaction to the public. Public satisfaction is one of the goals that must be considered by Banten Province Public Hospital because one indicator in achieving the success of health services is the achievement of public satisfaction. On this basis, it is important for the Banten Province Public Hospital to make measurements on the public satisfaction. Related to that, this study aims to find out the quality of public services in Banten Province Public Hospital, which is measured through Public Satisfaction Index (IKM), including problems faced in the provision of public health services in Banten Province Public Hospital. The research method used is survey method with a quantitative descriptive approach. The data is obtained through questionnaires, observations, and documentation. The sample size is 100 people, which is determined by quota sampling technique. The results showed that quantitatively, the quality of public service in Banten Province Public Hospital based on Public Satisfaction Index reached 75.71, which is qualitatively categorized as good. Although it has been categorized as good, of the ten elements assessed, there are some elements that need to get serious attention, namely elements of information, complaint handling, the behavior of service personnel, service time, and supporting elements."

"Salah satu indikator untuk mengukur kualitas pelayanan kesehatan adalah kepuasan responden. Kepuasan responden yang rendah bisa menggambarkan kualitas layanan yang belum standar dan masih perlu perbaikan. Kepuasan responden yang rendah berdampak terhadap citra fasilitas pelayanan kesehatan. Kepuasan responden itu dipengaruhi oleh banyak faktor, diantaranya adalah karakteristik responden itu sendiri.Penelitian ini dilakukan untuk memperoleh gambaran tentang kepuasan responden dan faktor-faktor yang berhubungan dengan kepuasan responden tersebut. Disain penelitian adalah cross-sectional pada 710 responden yang pernah menjaiani rawat map di fasilitas pelayanan kesehatan di Indonesia tahun 2004. Analisis data yang digunakan adalah analisis regresi logistik ganda. Dari data yang diperoleh, didapatkan 322 (45,35%) responden merasa puas dengan pelayanan kesehatan, hal ini masih dikategorikan rendah. Responden perempuan lebih merasa puas 201 (47,45%) dibandingkan responden laki-laki (44,3I%). Usia tidak berpengaruh terhadap pelayanan kesehatan. Tingkat pendidikan responden tidak berpengaruh pada tingkat kepuasan. Responden yang tidak bekerja lebih merasa puas dibandingkan yang bekerja. Sumber biaya perawatan tidak mempengaruhi tingkat kepuasan responden. Responden yang dirawat difasilitas pelayanan kesehatan milik swasta cenderung merasa lebih puas 53,21% dibandingkan dengan responden yang dirawat difasilitas pelayanan kesehatan milik pemerintah. Faktor dominan yang berhubungan dengan tingkat kepuasan responden adalah tempat menjalani rawat inap.Dari penelitian ini disarankan bagi petugas kesehatan untuk memperhatikan pelayanan kesehatan yang diberikan pada rnasyarakat. Bagi Departemen Kesehatan hasil penelitian ini sebagai bahan masukan bagi perbaikan kinerja di fasilitas pelayanan kesehatan milik pemerintah.

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One of the indicators to measure quality of health service is respondent satisfaction. The low satisfaction can describe of health unit under standard and needs recovery. The low satisfaction will give image to unit health facility. A satisfaction respondent is influent by multifactor like a characteristic factor of the subject.

The purpose of this analysis to find a describe of a satisfaction respondent and factors that influence the satisfaction. Design of analysis is cross sectional and 710 respondents be participated which ever stay in hospital in Indonesia at 2004. The method of analysis is multiple logistic regressions.

From reached of the data, founded 322 (45, 35%) of respondents had satisfied to health service, but that result still low in category. Female respondents has satisfied 47,45%, compare than male respondent 44,31%. Age does not influence to health service, education level respondent too, group not working respondent, more satisfaction compare group of working. Sources of nursing cost did not influence the satisfied respondent. Respondent who get nursing in private facility 53,21% more satisfied compare respondent who get nursing in government facility. The dominant factor which related to satisfied is the place of nursing care. From this research, we recommended for health service officer, to make attention about services to people. To Health Department become an input for improving government facility."

"Customer oriented service quality was based on client oriented - provider efficient which was developed by engenderhealth in 1988. In its development, this kind of quality improvement was suggested to be implemented in health centres since it will be complied both the provider and patients demand...."

"Penelitian ini dilatar-belakangi oleh adanya kesenjangan antara biaya yang dialokasikan oleh dinas dengan dana yang diperlukan untuk mengoperasionalkan Rumah Sakit tingkat II Dustira, serta adanya peluang untuk melaksanakan pelayanan kesehatan masyarakat umum. Penelitian bertujuan untuk mengevaluasi kontribusi yang telah diberikan oleh dana hasil pelayanan kesehatan masyarakat umum kepada peningkatan pelayanan kesehatan pasien dinas, serta memperoleh rumusan untuk mengoptimalkan kontribusi tersebut.Penelitian yang bersifat retrospektif ini, menggunakan data triwulan sebagai unit analisis yang akan dianalisis secara kuantitatif. Variabel yang diamati meliputi penerimaan dana hasil pelayanan kesehatan masyarakat umum dan alokasi penggunaannya, serta dampak penggunaan ini kepada struktur dan hasil pelayanan kesehatan pasien dinas.Hasil penelitian menunjukkan bahwa penerimaan dana hasil pelayanan kesehatan masyarakat umum didominasi oleh jasa fasilitas rumah sakit (26,88%), jasa tenaga ahli (23,26%), penerimaan dari bekal kesehatan (17,75%), dan penerimaan lain-lain (25,36%). Penerimaan ini terus meningkat sesuai dengan peningkatan BOR kelompok pasien masyarakat umum, namun indeks penerimaan per hari perawatan untuk setiap pasiennya masih relatif rendah.Penggunaan dana hasil pelayanan kesehatan masyarakat umum yang dikembalikan untuk operasional pasien masyarakat umum masih relatif tinggi, sehingga porsi untuk keperluan pasien dinas menjadi belum optimal. Namun demikian, dana ini telah berhasil meningkatkan struktur pelayanan kesehatan terutama bekal kesehatan dan sumber daya manusia. Dana hasil pelayanan kesehatan masyarakat umum sangat diperlukan untuk operasional rumah sakit karena menjadi penopang utama dalam pemeliharaan alat kesehatan dan bangunan, serta kelangsungan pelayanan penunjang umum. Peran dana hasil pelayanan kesehatan masyarakat umum belum berhasil mempengaruhi komponen hasil pelayanan kesehatan pasien dinas secara bermakna.Untuk memberikan kontribusi optimal bagi pelayanan kesehatan pasien dinas, perlu diupayakan peningkatan penerimaan dana hasil pelayanan kesehatan masyarakat umum dengan menghindari peningkatan BOR kelompok pasien masyarakat umum secara berlebihan, efisiensi penggunaan dana, seta memperbaiki sistem pencatatan dan pelaporan.

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The Role of the Fund Collected from Civic Mission Health Services in Improving Military Health Care in the Dustira Military Hospital, CimahiThe background of this research was the gap between the budget allocated by the government and the expenditure to provide quality health care for military community in the Dustira Military Hospital. Moreover, there is an opportunity to perform a civic mission health services for non-military society. The purpose of this research was to evaluate the contribution of the fund collected from civic mission health services in improving military health care and to establish a formula to optimize the contribution.This retrospective study used three-month data as unit of analysis using a quantitative approach. The observed variables were the revenue of civic mission health services and its expenditure, furthermore the impact of this expenditure against the structure and the outcome of the military health care.The study showed that the revenue obtained from the civic mission health services was dominated by hospital services (26, 88%), medical services (23, 26%), drug and medical sundries (17, 75%), and miscellaneous income (25, 36%). The revenue continuously increased as well as the Bed Occupancy Rate (BOR) of non-military patients, but index of the revenue for daily patient services was relatively in a low level.The portion of the civic mission health sevices revenue that was expended for non-military patient?s services was still relatively high. Hence, the portion to increase military health care has not been optimized yet. However, the fund had already improved the structure of health services in the Dustira Military Hospital, especially the structure of drug and medical sundries, and the structure of human resources. The fund is highly needed to keep the hospital in operation because it has become the primary supporter to maintain medical equipments and buildings, and to perform the operational of supporting services. The role of the fund has not succeeded in influencing the outcome of the military health care in the Dustira Military Hospital significantly.Establishing an optimal contribution to the military health care, it is important for the financial management to increase the revenue of civic mission health services by preventing excessive rate of increase of the BOR of non-military patients, increasing fund management efficiency, and improving the recording and reporting system."

"Penelitian ini bertujuan untuk mengetahui gambaran dan perbedaan tingkat kepuasan pasien di Puskesmas terakreditasi dan belum terakreditasi, mengetahui perbedaan kualitas pelayanan kesehatan berdasarkan lima dimensi mutu wujud, kehandalan, keresponsifan, jaminan dan empati, mengetahui hubungan kualitas pelayanan kesehatan dengan kepuasan pasien, mengetahui hubungan karakteristik pasien dengan kepuasan, mengetahui faktor yang paling berhubungan dengan tingkat kepuasan pasien. Penelitian ini adalah penelitian kuantitatif dengan desain studi cross sectional. Responden berjumlah 212 orang yaitu pasien yang berobatke Puskesmas. Pengumpulan data dengan menggunakan kuesioner yang dilakukan selama bulan April 2017 di Puskesmas terakreditasi dan belum terakreditasi Kota Tangerang. Data terkumpul dianalisis dengan metode analisis univariat, bivariatuji Chi Square dan analisis multivariat uji regresi logistik. Terdapat perbedaan tingkat kepuasan pasien di Puskesmas terakreditasi 51,9 dan belum terakreditasi 17. Terdapat perbedaan persepsi kualitas pelayanan kesehatan di Puskesmas terakreditasi dan belum terakreditasi, pada Puskesmas terakreditasi sebagian besar responden memiliki persepsi baik sedangkan pada Puskesmas belum akreditasi sebagian besar responden memiliki persepsi yang tidak baik terhadap kualitas pelayanan kesehatan. Berdasarkan hasil analisis bivariat didapatkan bahwa terdapat hubungan bermakna pada semua variabel kualitas pelayanan kesehatan dengan kepuasan pasien, dan hanya variabel pendidikan pada karakteristik responden yang mempunyai hubungan bermakna dengan kepuasan. Hasil analisis multivariat tidak didapatkan variabel yang paling berhubungandengan kepuasan pasien.

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The purpose of this research is to know the description and the difference ofpatient 39 s satisfaction level in accredited and unaccredited community healthcenter, to know the difference of health service quality based on the fivedimensions of quality tangible, reliability, responsiveness, assurance andempathy, to know the relation of health service quality with patient satisfaction, characteristics of patients with satisfaction, knowing the factors most related tothe level of patient satisfaction.

This research is a quantitative research with crosssectional study design. Respondents amounted to 212 people ie patients who wentto the community health center. Data collection using questionnaires conducted during April 2017 at accredited community health center and unaccredited community health center in Tangerang City. Data collected were analyzed by univariate analysis method, bivariate of Chi Square test and multivariate analysis of logistic regression test.

There is a difference of patient 39 s satisfaction level inaccredited community health center 51.9 and unaccredited 17. There is a difference of perception of health service quality in accredited and unaccredited community health center, at accredited community health center most of respondent have good perception whereas at unaccredited community health center most of respondent have bad perception toward health service quality.

Based on the results of bivariate analysis found that there is a significant relationship on all variables of health service quality with patient satisfaction, and only variable education on the characteristics of respondents who have a significant relationship with satisfaction. The result of multivariate analysis was not found the most correlated variable with patient satisfaction."

"WHO memiliki target untuk mengeliminasi tuberkulosis pada 2035. Pembangunan dunia bebas TB tidak cukup dengan perluasan cakupan penegakkan diagnosis dan pengobatan saja, melainkan butuh sistem kesehatan yang bermutu tinggi di dalamnya. Rumah Sakit Khusus Paru Kabupaten Karawang sebagai rumah sakit rujukan TB di Kabupaten Karawang yang diharapkan dapat membantu eliminasi TB di Kabupaten Karawang. Penelitian ini bertujuan untuk melakukan optimalisasi mutu pelayanan TB dengan menggunakan kombinasi Framework High Quality Health System dan Quality of Tuberculosis Service Assessment. Penelitian ini merupakan penelitian studi kasus dengan pendekatan kualitatif untuk menganalisis mutu pelayanan TB mulai dari segi pondasi sistem pelayanan tuberkulosis, proses perawatan serta dampak mutu pelayanan tuberkulosis. Data primer didapatkan melalui wawancara mendalam dengan pemangku jabatan, penyedia pelayanan kesehatan dan pasien serta observasi lapangan. Data sekunder didapatkan dari data kunjungan, laporan serta SPO yang digunakan dalam pelayanan TB. Hasil penelitian didapatkan bahwa dari segi pondasi sistem pelayanan tuberkulosis masih memiliki kelemahan di aspek penganggaran khusus penanggulangan TB, sosialisasi kebijakan pelayanan TB serta peningkatan jejaring internal dan eksternal. Proses perawatan tuberkulosis yang berjalan masih kurang dari segi komunikasi interaksi pasien-penyedia pelayanan di Instalasi Rawat Inap serta monitoring follow up pasien sehingga mengakibatkan hambatan dalam pelayanan. Sehingga permasalahan dari segi pondasi dan proses perawatan yang bermutu kurang baik memberikan dampak berupa rendahnya angka keberhasilan pengobatan pasien TB serta adanya peningkatan pasien loss to follow up, tidak dievaluasi dan meninggal dunia. Penguatan pondasi sistem kesehatan tuberkulosis disertai implementasi proses perawatan yang berkelanjutan dan terintegrasi akan menghasilkan hasil pengobatan yang baik serta kepuasan bagi pasien.

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By 2035, the WHO aims to end TB. Expanding diagnosis and treatment options alone won't be enough to create a world free of TB, but it requires a high-quality health system within it. Karawang Lung Hospital serves as a TB referral hospital and is anticipated to aid in the eradication of TB in Karawang Regency. This study aims to optimize the quality of TB services by using a combination of the High Quality Health System Framework and the Quality of Service Tuberculosis Assessment. This study is a case study with a qualitative approach to analyze the quality of TB services starting from the foundation of the tuberculosis service system, the treatment process and the impact of the quality of tuberculosis services. Primary data were obtained through in-depth interviews with stakeholders, health service providers and patients as well as field observations. Secondary data was obtained from visit data, reports and procedurs used in TB services. The results of the study showed that in terms of the tuberculosis service system, it still has weaknesses in the aspect of special budgeting for TB control, policies on socializing TB services and increasing internal and external networks. The current tuberculosis treatment process is still lacking in terms of patient-service provider interaction in the Inpatient Unit and patient follow-up monitoring resulting in obstacles in service. So that problems in terms of treatment and care processes that are of poor quality have an impact in the form of a low success rate of treatment for TB patients as well as an increase in patient loss to follow-up, not being evaluated and death. Strengthening the foundation of the tuberculosis health system along with implementing a sustainable and integrated treatment process will result in good treatment outcomes and patient satisfaction."

"JakSehat adalah aplikasi milik Dinas Kesehatan Provinsi DKI Jakarta yang berfungsi sebagai media bagi masyarakat untuk mendapatkan akses layanan kesehatan secara mudah dan nyaman. Dalam rangka mengembangkan pelayanan kesehatan di DKI Jakarta menggunakan aplikasi tersebut, penelitian ini bertujuan untuk menggambarkan kualitas aplikasi JakSehat dari sudut pandang pengguna. Analisis dalam skripsi ini menggunakan empat dimensi kualitas e-government dari teori E-Government Quality (E-GovQual) yang dikemukakan oleh Papadomichelaki & Mentzas (2012). Terdapat dua teknik pengumpulan data yang digunakan dalam penelitian ini yaitu teknik pengumpulan data secara kuantitatif, yakni melalui survei, dan tenik pengumpulan data secara kualitatif, yakni melalui wawancara mendalam dan studi kepustakaan. Survei dilaksanakan secara online melalui platform Google Form dengan menjaring 140 responden. Wawancara mendalam dilakukan dengan beberapa pihak, yaitu Dinas Kesehatan Provinsi DKI Jakarta, akademisi, dan masyarakat selaku pengguna aplikasi JakSehat. Studi kepustakaan dilakukan dengan menggali informasi yang tersedia di jurnal, buku, media sosial, serta laporan suatu lembaga. Hasil penelitian menunjukkan bahwa mayoritas responden yaitu sebesar 75,7 persen memandang kualitas aplikasi JakSehat berada pada kategori baik dan hasil tersebut selaras dengan temuan peneliti di level dimensi yang menyatakan keempat dimensi penelitian juga dipandang pengguna berada pada kategori baik. Penelitian ini juga memuat beberapa saran berupa upaya perbaikan dalam rangka meningkatkan kualitas aplikasi.

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JakSehat is an application belonging to Dinas Kesehatan Provinsi DKI Jakarta as a medium for public to get health services access easily and comfortably. In order to develop health services in DKI Jakarta using this application, this research aims to describe the quality of JakSehat application from user’s point of view. In carrying out this study, researchers used four dimensions of e-government quality from the E-Government Quality (E-GovQual) theory proposed by Papadomichelaki & Mentzas (2012). There are two data collection techniques used in this research, namely quantitative data collection techniques, through surveys, and qualitative data collection techniques, through in-depth interviews and literature studies. The survey was carried out online via Google Form and collecting 140 respondents. In-depth interviews were conducted with several parties, namely Dinas Kesehatan Provinsi DKI Jakarta, academics, and citizens as users of JakSehat application. Literature research is carried out by exploring information available in journals, books, social media, and reports from an institution. The research results show that most of respondents, namely 75.7 percent, view the quality of JakSehat application as being in the good category and these results are in line with researchers' findings at the dimension level which states that the four research dimensions are also seen by users as being in the good category. This research also contains several suggestions in order to improve the quality of the application."

"Kualitas diet pada wanita dewasa masih menjadi masalah. Memiliki perhatian khusus terhadap kesehatan (health concern) dapat berkaitan dengan pola makan. Wanita, khususnya ibu yang memiliki anak usia balita dan pra-sekolah umumnya makan di rumah. Sehingga lingkungan pangan rumah juga berkontribusi terhadap perilaku makan. Studi ini bertujuan untuk mengetahui hubungan antara health concern dan kualitas diet, serta mengetahui apakah lingkungan pangan rumah memediasi untuk hubungan ini. Studi potong lintang ini berlokasi di Jakarta Utara, dengan sampel sebanyak 229 subjek dengan metode penarikan sampel consecutive. Pengumpulan data dilakukan dengan menggunakan kuesioner. Health concern diukur dengan General Health Interest Scale (GHIS). Lingkungan pangan rumah diukur dengan Consumer Behavior Questionnaire (CBQ). Data kualitas diet dinilai dari 2x24-hour dietary recall dan skor Diet Quality Index-International (DQI-I). Sebagian besar subjek memiliki kualitas diet yang rendah (nilai mean skor DQI-I: 41.44). Tidak terdapat korelasi bermakna antara health concern dan kualitas diet (r=0.092, P-value=0.166). Setelah di-adjust dengan usia, lingkungan pangan rumah khususnya ketersediaan sayur tidak memediasi hubungan antara health concern dan kualitas diet (IE=0.012, P-value=0.096). Hasil regresi linier berganda juga menunjukkan usia sebagai prediktor kualitas diet (β=0.196, P-value=0.024). Diperlukan upaya kolaboratif untuk memperbaiki kualitas diet pada ibu, dengan meningkatkan health concern serta pemahaman tentang pemilihan jenis makanan berdasarkan kualitas gizi saat membeli makanan. Rekomendasi untuk studi lanjutan dapat meneliti perbedaan health concern menurut usia, serta kaitannya dengan perilaku makan dan kualitas diet.

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Diet quality among women remains a major issue. Having health concern may be related to diet. Mothers with young children usually had their meals at home, thus home food environment could play a role in shaping dietary behavior. This study aims to examine the association between health concern and diet quality, and whether home food environment mediates this relationship. This cross-sectional study was conducted in urban slum area in North Jakarta, involving 229 mothers of young children through consecutive sampling. Data was collected using structured questionnaire, including General Health Interest Scale (GHIS) for health concern, Consumer Behavior Questionnaire (CBQ) for home food environment, and 2x24-hour dietary recall to determine the score of Diet Quality Index-International (DQI-I). Statistical analysis included correlation, multiple linear regression, and path analysis. Majority of the mothers had poor diet quality, with mean DQI-I total score of 41.44 out of 100.

There was no significant correlation between health concern and diet quality (r=0.092, P-value=0.166). After adjusted with age, home food environment did not mediate the relationship between health concern and diet quality. Multiple linear regression also showed age as a significant predictor of diet quality (β=0.196, P-value=0.024). Promoting health concern and healthier food choice when eating out or purchasing take-out food would be beneficial to improve diet quality among mothers of young children. Future study is also recommended to explore how age group differs in viewing health as importance, which could lead to dietary practices."