GAMBARAN KEPUASAN PASIEN TERHADAP MUTU PELAYANAN DI BAGIAN PENDAFTARAN PUSKESMAS KECAMATAN PENJARINGAN JAKARTA UTARA DESCRIPTION OF PATIENT SATISFACTION WITH QUALITY IN THE REGISTRATION SECTION OF THE PENJARINGAN DISTRICT HEALTH CENTER - Maeimunah, Siti; Noor Yulia; Dina Sonia; Puteri Fannya (Medic Nutricia : Jurnal Ilmu Kesehatan, 2024)
ABSTRAK Latar Belakang : Kepuasan pasien merupakan tingkat perasaan pasien yang timbul sebagai akibat dari kinerja layanan kesehatan yang diperoleh dibandingkan dengan apa yang diharapkannya. Tujuan penelitian : mengetahui gambaran kepuasan pasien terhadap mutu pelayanan di bagian pendaftaran Puskesmas Kecamatan Penjaringan. Metode penelitian deskriptif dengan pendekatan analisis kuantitatif. Sampel dalam penelitian ini adalah pasien yang melakukan pendaftaran di TPP rawat jalan sebanyak 106 responden. Hasil penelitian : Petugas pendaftaran sudah menjalankan tugasnya sesuai dengan SPO yang berlaku. Karakteristik responden terbanyak Wanita (60%), Usia terbanyak antara 20 – 30 tahun (72%), Pendidikan terbanyak D4/S1 (34%). Hasil kepuasan pada pada dimensi Tangible didapatkan persentase terendah sebesar 15%, sedangkan persentase tertinggi sebesar 49%. Dimensi responsive didapatkan persentase terendah sebesar 12%, sedangkan persentase tertinggi sebesar 54%. Dimensi reliability didapatkan persentase terendah sebesar 12%, sedangkan persentase tertinggi sebesar 47%. Dimensi empathy didapatkan persentase terendah sebesar 7%, sedangkan persentase tertinggi sebesar 44%. Dimensi Assurance didapatkan persentase terendah sebesar 10%, sedangkan persentase tertinggi sebesar 42%. Maka persentase kepuasan pasien didapatkan pada kategori Sangat Memuaskan 32%, Memuaskan 50%, Cukup Memuaskan 15%, Kurang Memuaskan 2%, Tidak Memuaskan 0%. Kesimpulan : Maka didapatkan persentase pada kategori tertinggi yaitu yang menyatakan memuaskan sebesar 50%, sedangkan persentase terendah yaitu yang menyatakan kurang memuaskan sebesar 2%. Saran : Petugas pendaftaran lebih meningkatkan dan memahami dalam melayani dan menyampaikan informasi yang lebih tepat dan jelas. Kata Kunci : Kepuasan Pasien, Mutu Pelayanan, TPP. ABSTRACK Background Patient satisfaction is the level of patient feelings that arise as a result of the performance of health services obtained compared to what they expected. Descriptive research method with a quantitative analysis approach. The sample : in this study was 106 patients who registered at the outpatient TPP. Reserach results: resgistration officers have carried out their duties in accodance with the applicable SPO. Characteristics of most respondents: female (60%). Most aged between 20 – 30 years (72%), most education is D4/S1 (34%). The satisfaction results for the Tangible dimension obtained the lowest percentage of 15%, while the highest percentage was 49%. The lowest percentage obtained for the responsive dimension was 12%, while the highest percentage was 54%. The lowest percentage obtained for the reliability dimension was 12%, while the highest percentage was 47%. The lowest percentage obtained for the empathy dimension was 7%, while the highest percentage was 44%. The Assurance dimension obtained the lowest percentage of 10%, while the highest percentage was 42%. So the percentage of patient satisfaction was obtained in the category Very Satisfactory 32%, Satisfactory 50%, Quite Satisfactory 15%, Unsatisfactory 2%, Unsatisfactory 0%. Conclusion: So the percentage obtained in the highest category is 50% which states it is satisfactory, while the lowest percentage is 2% which states it is unsatisfactory. Suggestion: Registration officers improve and understand more in serving and conveying more precise and clear information. Keyword: patient satisfaction, service quality, TPP.