Pengaruh Mutu Pelayanan SDM Terhadap Tingkat Kepuasan Pasien di Pelayanan Rawat Inap RS A. Makassau : The Influence of HR Service Quality on Patient Satisfaction Level at Inpatient Services of RS A. Makassau - Fajrin, Zulfadli; Samsualam, Samsualam; Sumiaty, Sumiaty (Postgraduate Program in Public Health, Universitas Muslim Indonesia, 2024)
ABSTRAK Latar Belakang: Pelayanan kesehatan merupakan upaya kesehatan yang diselenggarakan baik secara perorangan maupun berkelompok dalam suatu organisasi dengan tujuan untuk memelihara dan meningkatkan kesehatan, mencegah dan menyembuhkan penyakit, serta memulihkan kesehatan perorangan, keluarga, kelompok, ataupun masyarakat. Rumah sakit sebagai sarana pelayanan kesehatan merupakan tempat yang digunakan untuk menyelenggarakan upaya kesehatan dan memelihara, serta meningkatkan derajat kesehatan. Tujuan: Untuk mengetahui pengaruh mutu SDM terhadap tingkat kepuasan pasien di pelayanan rawat inap RS A. Makassau. Metode: Rancangan penelitian yang digunakan kuantitatif dengan pendekatan cross sectional study. Populasi pada penelitian ini 11.439, total sampel sebanyak 312 responden menggunakan teknik pengambilan purposive sampling dengan analisis regresi logistik. Hasil: Keandalan (reliability) (p=0,000<0,05), daya tanggap (responsiveness) (p=0,000<0,05), jaminan (assurance) (p=0,000<0,05), empati (empaty) (p=0,000<0,05), bukti fisik (tangibles) (p=0,014<0,05) terhadap kepuasan pasien dan jaminan (assurance) terhadap kepuasan pasien berdasarkan nilai exponent B (30,545). Kesimpulan: Ada pengaruh antara keandalan, daya tanggap, jaminan, empati, bukti fisik terhadap kepuasan pasien dan Jaminan yang paling berpengaruh terhadap kepuasan pasien, disarankan agar pihak RS untuk meningkatkan mutu pelayanan SDM berdasarkan kelima dimensi pelayanan kesehatan. ABSTRACT Background: Health services encompass the activities undertaken by individuals or groups within an organization to uphold and enhance health, prevent and treat diseases, and restore the well-being of individuals, families, groups, or communities. A hospital is a facility dedicated to providing health services and promoting the maintenance and improvement of health. Objective: The objective of this study was to assess the impact of the quality of human resources on the degree of patient satisfaction in the provision of inpatient care services at A. Makassau Hospital. Method: The research design employed was quantitative, utilizing a cross-sectional study approach. The population in this study consisted of 11,439 individuals, and the total sample size was 312 respondents. The study employed purposive sampling approach and conducted logistic regression analysis. Results: Reliability (p=0.000<0.05), responsiveness (p=0.000<0.05), assurance (p=0.000<0.05), empathy (p=0.000<0.05), and tangibles (p=0.014<0.05) significantly influenced patient satisfaction. Additionally, based on the exponent value B (30.545), assurance had a significant influence on patient satisfaction. Conclusion: There was a significant correlation between dependability, responsiveness, assurance, empathy, and physical evidence and patient satisfaction. Specifically, assurance was shown to have the greatest impact on patient satisfaction. As a recommendation, hospitals should enhance the quality of their human resource services by focusing on the five characteristics of health services.