[ABSTRAK Mutu pelayanan kesehatan yang baik di puskesmas akan memberikankepuasan kepada pasien sebagai pelanggan eksternal. Penelitian ini bertujuan untukmengetahui gambaran pelaksanaan pelayanan rawat jalan poli umum puskesmas diKota Sabang tahun 2008, dengan desain penelitian cross sectional melaluipendekatan kuantitatif yang kemudian dianalisa secara univariat, bivariat danmultivariate, serta pendekatan kualitatif yang dianalisa dengan menggunakan matrik.Sampelnya adalah pasien yang berkunjung rawat jalan poli umum puskesmas di KotaSabang pada bulan Februari 2008 berjumlah 110 pasien.Hasil penelitian menunjukkan pasien yang merasa puas terhadap pelayananyang diberikan sebesar 50,9%. Hasil analisis bivariat didapatkan yang berhubunganadalah status pekerjaan (nilai p = 0,037). Faktor yang dominan berhubungan dengankepuasan pasien adalah sumber biaya askeskin (nilai p = 0,035). Faktor yang tidakberhubungan dengan kepuasan pasien adalah: umur, jenis kelamin, pendidikan. Hasilpemetaan dimensi mutu didapatkan pernyataan yang menjadi prioritas utama untukdiperbaiki adalah alat periksa tersedia dan lengkap, petugas memberi informasi yangjelas tentang penyakit yang diderita pasien, pasien selalu mendapatkan pelayananAnalisis kepuasan..., Adhi Susetyo, FKM UI, 20083dari dokter, dan petugas memberi kesempatan pasien untuk bertanya danmenyampaikan keluhan.Perlu adanya alur pelayanan, petunjuk ruangan, pembatas ruangan, SOP,standarisasi tugas, uraian tugas, bimbingan teknis yang baik dan benar, dokter yangselalu melakukan pemeriksaan di poli umum sesuai jadwal piket dan ilmu yang telahdidapatkan sesuai profesinya, sehingga memberi kesempatan pasien untuk bertanyadan menyampaikan keluhan, serta memberi informasi penyakit yang diderita pasien. ABSTRACT The good quality of health care on public health centre will give satisfactionto patient as the external customer. The purpose of this research want to find outcharacteristic of outpatient service satisfaction of poly public health centre in Sabangcity in 2008, this research was done by a cross sectional method with quantitativeapproach and univariate, bivariate, multivariate analyzed, and qualitative approachthat analysed by using matrix. The sample in this research was taken from outpatientpublic poly in Public Health Centre in Sabang City on Februari 2008 amount 110patient.Result of research shows of patients feel satisfied with service that give ashigh 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 sourceaskeskin (p-value = 0,035). Factor is not relation with patient satisfaction is age,gender, education. Whereas statement that become main priority for repaired is toolchecks available and complete, officer gives clear information about patient?sAnalisis kepuasan..., Adhi Susetyo, FKM UI, 20085diseases, patient always gets service from doctor, and officers gives patientopportunity to enquire and submit sigh.Must existence of service path, room guideline, room constrictor, SOP, dutystandardization, duty description, good technical supervision and correctness, docteralways serve in public poly on schedule care of service and knowledge that has beengot according its profession., The good quality of health care on public health centre will give satisfactionto patient as the external customer. The purpose of this research want to find outcharacteristic of outpatient service satisfaction of poly public health centre in Sabangcity in 2008, this research was done by a cross sectional method with quantitativeapproach and univariate, bivariate, multivariate analyzed, and qualitative approachthat analysed by using matrix. The sample in this research was taken from outpatientpublic poly in Public Health Centre in Sabang City on Februari 2008 amount 110patient.Result of research shows of patients feel satisfied with service that give ashigh 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 sourceaskeskin (p-value = 0,035). Factor is not relation with patient satisfaction is age,gender, education. Whereas statement that become main priority for repaired is toolchecks available and complete, officer gives clear information about patient’sAnalisis kepuasan..., Adhi Susetyo, FKM UI, 20085diseases, patient always gets service from doctor, and officers gives patientopportunity to enquire and submit sigh.Must existence of service path, room guideline, room constrictor, SOP, dutystandardization, duty description, good technical supervision and correctness, docteralways serve in public poly on schedule care of service and knowledge that has beengot according its profession.] |