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All Journal Media Ilmu Keolahragaan Indonesia JOURNAL OF HEALTHCARE TECHNOLOGY AND MEDICINE Abdimas Talenta : Jurnal Pengabdian Kepada Masyarakat Journals of Ners Community Oto Rhino Laryngologica Indonesiana Jurnal Respirasi (JR) Jurnal Keperawatan Priority SCRIPTA SCORE Scientific Medical Journal Indonesian Journal of Global Health research JOURNAL OF COMMUNITY MEDICINE AND PUBLIC HEALTH RESEARCH JOURNAL LA MEDIHEALTICO KESANS : International Journal of Health and Science Jurnal Neuroanestesi Indonesia Promotor: Jurnal Mahasiswa Kesehatan Masyarakat Narra X
Harahap, Juliandi
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Journal : SCRIPTA SCORE Scientific Medical Journal

 1 
Analisis Kepuasan Pasien dan Kualitas Pelayanan Kesehatan di Rumah Sakit Gigi dan Mulut Pendidikan Universitas Sumatera Utara Khairun Nisa; Harahap, Juliandi; Umar Zein
SCRIPTA SCORE Scientific Medical Journal Vol. 1 No. 1 (2019): SCRIPTA SCORE Scientific Medical Journal
Publisher : Talenta Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (493.644 KB) | DOI: 10.32734/scripta.v1i`1.1163

Abstract

ABSTRAK Dalam konteks pelayanan kesehatan, kepuasaan pasien adalah suatu keadaan dimana keinginan, harapan dan kebutuhan pasien dipenuhi.Suatu pelayanan dinilai memuaskan bila pelayanan tersebut dapat memenuhi kebutuhan dan harapan pasien.Terdapat lima dimensi kualitas pelayanan yang akan dinilai yaitu kehandalan, daya tanggap, jaminan, empati dan bukti fisik. Penelitian ini bertujuan untuk menganalisis hubungan antara kualitas pelayanan dengan kepuasan pasien di RSGMP.Jenis penelitian mixed method dengan pendekatan cross sectional study. Sampel penelitian untuk data kuantitatif adalah 100 pasien, dan 10 informan untuk data kualitatif. Sampel diambil dengan teknik accidental sampling.Hasil penelitian menunjukkan variabel kualitas pelayanan (kehandalan, daya tanggap, jaminan, empati dan bukti fisik) memiliki hubungan yang signifikan dengan variabel kepuasan pasien di RSGMP dengan p-value=0,001. Hasil kualitatif diketahui pasien mengeluhkan waktu tunggu dan waktu pelayanan yang lama, tidak jelasnya perawatan dan kurangnya keterampilan dari dokter yang bertugas.Sedangkan pimpinan rumah sakit menyatakan bahwa kepuasan adalah hal yang subjektif dan telah melakukan pelayanan dengan maksimal.Penelitian ini menyimpulkan adanya hubungan yang signifikan antara pelayanan kesehatan dengan kepuasan pasien.Oleh karena itu diperlukan upaya untuk meningkatkan kualitas pelayanan kesehatan seperti manajemen waktu pelayanan dan peningkatan skill petugas kesehatan. Kata Kunci : Kualitas Pelayanan, Kepuasan Pasien, RSGMP ABSTRACT In the context of health services, patient satisfaction is a condition where the patient's wishes, expectations and needs are met. A service is considered satisfactory if the service can meet the needs and expectations of the patient. There are five dimensions of service quality to be assessed, namely reliability, responsiveness, assurance, empathy and physical evidence. This study aims to analyze the relationship between service quality and patient satisfaction in the RSGMP. This type of research is mixed method with a cross sectional study approach. The sample was 100 patients for quantitative and 10 informants for qualitative data. Samples were taken by accidental sampling technique. The results showed variable service quality had a significant relationship with the variable patient satisfaction in RSGMP with p-value = 0.001. Qualitative results revealed that patients complain of long waiting times and service times, unclear care and lack of skills of health workers. While the head of the hospital stated that satisfaction is a subjective matter and has done the maximum service. This study concluded that there was a significant relationship between health services and patient satisfaction. Therefore efforts are needed to improve service quality such as service time managementand skills improvement of health workers. Keyword: Service Quality, Patient Satisfaction, RSGMP
Co-Authors Afriadi Afriadi Alharbi, Olayan Alia, Dina Alona, Ivana Alviani, Aisyah Alvionita, Vinny Amelia, Putri Amirah, Asriwati Aprianti Lubis, Nenni Dwi Ardiana Ardiana, Ardiana Asriwati, Asriwati Aznan Lelo Begum Suroyo, Razia Beni Satria Chairani Chairani Damayanti, Heditya Destanul Aulia, Destanul Dewi, Ika C. Dimyati, Yazid Dwi Aprianti Lubis, Nenni Effendy, Ismail ELMAN BOY Erawati, Susina Fathia Meirina, Fathia Fitriani, Arifah Devi Fujiati, Isti Ilmiati Hanidi, Hanidi Harahap, Erika Maryanti Haryuna, Tengku Siti Hajar Hendri Wijaya, Hendri Hidayatul Fitria Irina, Rr Sinta Jamaluddin Jamaluddin Jenny Bashiruddin Kathy, Kathy Keumala Sari, Dina Khairun Nisa Kiking Ritarwan Kusumawati, R. Lia Lestari, Tria Diana Lita Sri Andayani Lubis, Andriamuri Primaputra Lubis, Mahrani Lubis, Masnelly Lubis, Nenni Dwi Aprianti Mayangsari, Ika Dwi Mayasari, Dyah Fitrah Miadi, Yesindi Nakita Mukhtar, Fatima AS. Mustika Sari, Yulin Nasution, Ramadhani Syafitri Nur Aini Olga R. Siregar, Olga R. Priyono, Harim Putri Chairani Eyanoer, Putri Chairani Putri, Monica Dwi Qalbi, Kamila Harisah Ranakusuma, Respati Ridho, M Rina Amelia Rini Savitri Daulay, Rini Savitri Rita Evalina Rohana Sofyana, Cut Saing, Johannes Harlan Samodra, Yoseph Leonardo Samosir, Fauzan Azmi Hasti Habibi Santi Syafril, Santi Sembiring, Rosita Juwita Silitonga, Nency Respina Sinaga, Bintang Yinke Magdalena Siregar, Jelita Siska Mayasari Lubis, Siska Mayasari Soetjipto, Damayanti Sosmira, Eri Sri Sumartiningsih Suistaya, Novi A. Supartono, Natasha SUROYO, RAZIA BEGUM Syamsidah Lubis, Syamsidah Syaputra, Adhika Tako, Frida Welhelmina Tamin, Susyana Tanjung, Ika Citra Dewi Tanjung, Sri Maryani Tarigan, Amira Permatasari Theo, Deli Umar Zein Umar Zein Wahyuni, Arlinda Sari Warli, Syah Mirsya Warto, Nirza Widayat Alviandi Wijaya, Vincent Wisman Dalimunthe, Wisman Yetty Machrina Yuansyah, Romi yulia, Luh Anggreni Yunanda, Yuki Yuniati Yuniati Yusni Yusni Zachreini, Indra Zebua, Markus Sastra Eli Zizlavsky, Semiramis