Bagi pasien rumah sakit, pelayanan kesehatan yang berkualitas tidak hanya dirasakandengan sembuhnya dari penyakit secara fisik namun juga menyangkut kepuasan pasienterhadap sikap, pengetahuan dan keterampilan tenaga kesehatan dalam memberikanpelayanan serta tersedianya sarana dan prasarana yang memadai. Pasien akan puasapabila layanan yang diterimanya setidaknya sama atau melampaui harapan pasien.Sedangkan pasien merasa tidak puas apabila layanan yang diterimanya tidak sesuaidengan harapan pasien. Berdasarkan data capaian indikator mutu di Rumah Sakit BaktiTimah (RSBT) Mentok Tahun 2022, terdapat beberapa indikator mutu yang belummencapai target. Selain itu angka kunjungan pasien JKN di instalasi rawat jalan RSBTMentok Tahun 2020-2022 juga mengalami penurunan. Tujuan penelitian ini adalah untukmengetahui gambaran kepuasan pasien dan gambaran minat kunjungan ulang pada pasienJKN di instalasi rawat jalan RSBT Mentok Tahun 2023. Desain penelitian ini adalahCross Sectional dengan jumlah sampel sebanyak 120 orang. Analisis statistikmenggunakan uji Chi Square atau uji Fisher Exact. Berdasarkan uji statistik untukmelihat hubungan karakteristik responden dengan minat kunjungan ulang didapat hasilseluruh karakteristik responden memiliki p value > 0,05 yang artinya tidak ada hubunganyang signifikan antara karakteristik responden dengan minat kunjungan ulang. Sedangkanhasil uji statistik antara kepuasan responden pada dimensi Tangibles dengan minatkunjungan ulang diketahui p value > 0,05 yang artinya tidak ada hubungan yangsignifikan antara kepuasan responden pada dimensi Tangibless dengan minat kunjunganulang. Dan hasil uji statistik antara kepuasan responden pada dimensi Reliability,Responsiveness, Assurance dan Emphaty dengan minat kunjungan ulang diketahui pvalue ≤ 0,05 yang artinya ada hubungan yang signifikan antara kepuasan responden padadimensi Reliability, Responsiveness, Assurance dan Emphaty dengan minat kunjunganulang. Hubungan kepuasan pasien secara keseluruhan didapat hasil p value ≤ 0,05 yangartinya ada hubungan yang signifikan antara kepuasan pasien dengan minat kunjunganulang. Hasil pemetaan unsur pelayanan pada diagram Kartesius didapat hasil 5 (lima)unsur pelayanan berada pada kuadran A yang artinya menjadi prioritas utama untukdilakukan upaya perbaikan. Kelima unsur pelayanan tersebut yaitu kondisi ruang tunggupasien, ketersediaan alat kesehatan, ketersediaan jenis pemeriksaan di laboratorium,ketersediaan obat di instalasi farmasi rumah sakit dan kehadiran dokter sesuai jadwalpelayanan. Oleh karena itu pihak RSBT Mentok harus lebih memperhatikan unsur-unsurpelayanan yang belum memberikan kepuasan maksimal kepada pasien
For hospital patients, quality health services are not only felt by recovering from physicalillness but also regarding patient satisfaction with the attitudes, knowledge and skills ofhealth workers in providing services and the availability of adequate facilities andinfrastructure. Patients will be satisfied if the service they receive at least equals orexceeds patient expectations. Meanwhile, the patient feels dissatisfied if the service hereceives does not match the patient's expectations. Based on the achievement data ofquality indicators at Bakti Timah Mentok Hospital in 2022, there are several qualityindicators that have not reached the target. In addition, the number of JKN patient visitsat the outpatient installation at Bakti Timah Mentok Hospital in 2020-2022 has alsodecreased. The purpose of this study was to describe patient satisfaction and interest inrevisiting JKN patients at the outpatient installation at Bakti Timah Mentok Hospital in2023. The study design was cross sectional with a sample size of 120 people. Statisticalanalysis using Chi Square test or Fisher Exact test. Based on statistical tests to see therelationship between the characteristics of the respondents and the interest in repeatvisits, it was found that all of the characteristics of the respondents had p value > 0.05,which means that there was no significant relationship between the characteristics of therespondents and the interest in repeat visits. While the results of statistical tests betweenrespondents' satisfaction on the Tangibles dimension and intention to revisit, it is knownthat p value > 0.05, which means that there is no significant relationship betweenrespondent's satisfaction on the Tangibles dimension and intention to revisit. And theresults of statistical tests between respondents' satisfaction on the dimensions ofReliability, Responsiveness, Assurance and Empathy with interest in repeat visits areknown to be p value ≤ 0.05, which means that there is a significant relationship betweenrespondents' satisfaction in the dimensions of Reliability, Responsiveness, Assurance andEmpathy with interest in repeat visits. The relationship between patient satisfaction as awhole resulted in p value ≤ 0.05, which means that there is a significant relationshipbetween patient satisfaction and interest in repeat visits. The results of the mapping ofservice elements in the Cartesian diagram show that 5 (five) service elements are inquadrant A, which means they are a top priority for improvement efforts. The fiveelements of service are the condition of the patient's waiting room, the availability ofmedical devices, the availability of types of laboratory examinations, the availability ofdrugs in the hospital pharmacy installation and the presence of doctors according to theservice schedule. Therefore, the Bakti Timah Mentok Hospital must pay more attentionto service elements that have not provided maximum satisfaction to patients. |
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