KEPUASAN PASIEN TERHADAP PELAYANAN KESEHATAN DI KLINIK PRATAMA

Abstract

Pelayanan kesehatan merupakan salah satu faktor yang memengaruhi derajat kesehatan masyarakat. Berdasarkan data terjadi penurunan pasien sejak bulan Januari – Juni 2020. Studi pendahuluan tentang kepuasan pasien terhadap pelayanan kesehatan di Klinik Pratama Akbid Muhammadiyah Cirebon didapatkan bahwa dari  10 orang masih ada 2 orang (20%) yang belum merasa puas terhadap pelayanan kesehatan yang meliputi kepuasan terhadap pelayanan loket pendaftaran, pelayanan dokter umum, pelayanan perawat, pelayanan dokter gigi, pelayanan bidan, pelayanan fasilitas medis dan non medis, dan keadaan lingkungan fisik. Tujuan penelitian untuk mengetahui kepuasan pasien terhadap pelayanan kesehatan di Klinik Pratama Akbid Muhammadiyah Cirebon. Jenis penelitian ini adalah deskriptif tentang kepuasan pasien terhadap pelayanan meliputi loket pendaftaran, pelayanan dokter, dan pelayanan perawat dengan subvariabel berwujud, keandalan, empati, ketanggapan, dan jaminan. Populasi adalah pasien yang datang ke Klinik pada tanggal 30 November s.d 12 Desember 2020 dengan accidental sampling sebanyak 39 orang. Instrumen menggunakan kuesioner yang berisi 15 item. Hasil penelitian didapatkan tingkat kepuasan pasien terhadap pelayanan kesehatan dalam aspek berwujud 92,09%, keandalan 89,74%, empati 94.15%, ketanggapan 93.15%, dan jaminan 91.32%. Tingkat kepuasan secara keseluruhan 92.09 % dikategorikan puas. Tidak ada hubungan antara jenis kelamin, umur, pendidikan, pekerjaan, kepesertaan BPJS.

Kata kunci: pelayanan kesehatan; tingkat kepuasan; klinik pratama

PATIENT'S SATISFACTION TOWARDS HEALTH SERVICES IN THE PRATAMA CLINIC

ABSTRACT

Health services are one of the factors that affect the health status of the community. Based on the data, there was a decrease in patients from January to June 2020. A preliminary study on patient satisfaction with health services at the Pratama Akbid Muhammadiyah Clinic of Cirebon found that out of 10 people there were still 2 people (20%) who were not satisfied with the health services at the Akbid Muhammadiyah Pratama Clinic of Cirebon which includes satisfaction with registration counter services, general practitioner services, nurse services, dentist services, midwife services, medical and non-medical facilities services, and the state of the physical environment. The purpose of this study was to determine the description of patient satisfaction with health services at the Akbid Muhammadiyah Pratama Clinic of Cirebon. This type of research was descriptive research. The research variable was patient satisfaction with services at the Primary Clinic Akbid Muhammadiyah of Cirebon which includes registration counters, doctor services, and nurse services with tangible subvariables, reliability, empathy, responsiveness, and assurance. The study population was patients who came to the clinic on 30 November to 12 December 2020. The sampling method was accidental sampling. The samples obtained were 39 people. Data collection started from the opening hours of registration until it was completed. The research instrument used a questionnaire containing 15 items. The results of the study were analyzed by comparing expectations and experiences that describe the level of patient satisfaction with health services in tangible aspects 92.09%, reliability 89.74%, empathy 94.15%, responsiveness 93.15%, and assurance 91.32%. The overall satisfaction level of 92.09% is categorized as satisfied. Bivariate analysis results: there is no relationship between gender, age, education, occupation, Health Social Security Agency membership.

Keywords: health services; primary clinic; satisfaction level