MUTU PELAYANAN DAN TINGKAT KEPUASAAN PASIEN DI KLINIK TERPADU POLITEKNIK KESEHATAN SURAKARTA - Wiwik Setyaningsih; Rita Benya Adriani (Universitas Kusuma Husada Surakarta, 2016)
ABSTRAKUkuran keberhasilan penyelenggaraan pelayanan kesehatan ditentukan oleh tingkat kepuasan penerimapelayanan. Kepuasan penerima pelayanan dicapai apabila penerima pelayanan memperoleh pelayanansesuai dengan yang dibutuhkan dan diharapkan. Selain memperoleh pelayanan sesuai dengan yangdibutuhkan dan diharapkan maka pelanggan juga mengharapkan adanya pelayanan yang bermutu.Tujuan penelitian untuk memperoleh gambaran mengenai mutu dan pelaksanaan pelayanan sertagambaran pelayanan terhadap pelayanan fasilitas dan petugas di Klinik Terpadu Politeknik KesehatanSurakarta. Jenis penelitian adalah deskriptif metode pendekatan cross sectional. Subyek penelitianadalah seluruh pasien yang berkunjung di Klinik Terpadu Politeknik Kesehatan Surakarta sebanyak91 responden secara purposif sampling. Untuk mengetahui hubungan antara mutu pelayanan dengantingkat kepuasan pasein mengggunakan uji korelasi Spearmen Rank. Hasil penelitian menunjukkanresponden yang menyatakan mutu pelayanan sangat baik 60,44%, cukup baik 38,46% dan kurang baik1,10%. Responden yang menyatakan sangat puas terhadap pelayanan petugas 39,59%, cukup puas58,24% dan kurang puas 2,20%. Responden yang sangat puas terhadap pelayananan fasilitas 41,76%,cukup puas 57,14% dan kurang puas 1,10%. Hasil analisis korelasi rank Spearman diperoleh nilai rs0,064 dengan nilai signifikansi 0,544 > 0,05 sehingga tidak ada hubungan mutu pelayanan dengankepuasan pasien terhadap pelayanan petugas di Klinik Terpadu Politeknik Kesehatan Surakarta. Hasilanalisis korelasi ransk Spearman diperoleh nilai rs 0,304 dengan nilai signifikansi 0,033 > 0,05 sehinggadinyatakan ada hubungan antara mutu pelayanan dengan kepuasan terhadap fasilitas di Klinik TerpaduPoliteknik Kesehatan Surakarta.Kata kunci: mutu pelayanan, kepuasanABSTRACTMeasures of success of health services is determined by the level of satisfaction of the service recipient.Satisfaction of service recipients achieved if the recipient of the service receive services in accordancewith the required and expected. In addition to acquiring services in accordance with the required andexpected customer can also expect quality services. The aim of research to get a picture of the qualityand execution of services as well as an overview of the services and facilities services officer at theClinic of Integrated Health Polytechnic Surakarta. This type of research is a descriptive cross sectionalmethod. Subyak study were all patients who visit the clinic Integrated Health Polytechnic Surakartaas many as 91 respondents purposive sampling. To determine the relationship between the quality ofservice satisfaction level pasein mengggunakan Spearman Rank correlation test. The results showed respondents stated that service quality is very good 60.44%, 38.46% is quite good and less good 1.10%.Respondents who expressed great satisfaction with the services officer 39.59%, 58.24% fairly satisfiedand dissatisfied 2.20%. The respondents were very satisfied with the facilities pelayananan 41.76%,57.14% fairly satisfied and dissatisfied 1.10%. Spearman rank correlation analysis results obtained bythe value of rs 0,064 with significant value 0,544> 0,05 so that there is no connection with the servicequality of patient satisfaction with the service personnel at the Integrated Clinic Health PolytechnicSurakarta. Spearman correlation analysis ransk rs values obtained with significant value 0.033 0.304>0.05 so stated there is a relationship between the quality of service to the satisfaction of the facilities atthe Integrated Clinic Health Polytechnic Surakarta.Keywords: quality of service, satisfaction