scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN DAN FASILITAS KESEHATAN TERHADAP KEPUASAN PASIEN PUSKESMAS

2014 ◽  
Vol 11 (2) ◽  
pp. 1-25
Author(s):  
Th. Radito
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Health Center ◽  
Health Facilities ◽  
Primary Data ◽  
Government Programs ◽  
Patient’S Satisfaction ◽  
Quality Of Health Services

This study aimed to examine the effect of quality of service and health facilities owned by the health center (Puskesmas) to the patient's satisfaction. Puskesmas as the spearhead of health services in the community are expected to provide quality service and have adequate health facilities so as to increase patient satisfaction.This research was conducted at the Puskesmas Mantrijeron Jl. Panjaitan Mantrijeron 52 Yogyakarta. Puskesmas Mantrijeron chosen as the study site because it is a health center that organizes the quality of health services by government programs of Yogyakarta and by standards of the ISO (International Organization For Standardization) 9001: 2008.Subjects were patients who had treatment and are being treated at the Puskesmas Mantrijeron during the past year. Data collected in the form of primary data derived from the questionnaire which distributed to each respondent. Methods of data analysis using multiple regression.The results showed that the quality of care and health facilities are significantly affects the increase in patient satisfaction. However, from the regression results indicate that the quality of service and health facilities was only able to explain of 39.1% patient satisfaction. While the remaining 60.9% is influenced by other factors.

scholarly journals HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP BPJS KELAS III (STUDI KASUS DI RSU HAJI SURABAYA)

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Aidil Fitria
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Secondary Data ◽  
Primary Data ◽  
Class Iii ◽  
Government Programs ◽  
Government Bureaucracy ◽  
The Government

Service Quality Relationship With The Satisfaction Of Interpatient Patient Patients Class By III. Health service is a basic right owned by every individual and must be fulfilled by the government, along with improving the living standards of the better and see the performance of government bureaucracy that is still far from public expectations, the government in this case the General Hospital is required to improve itself improve health services for the community, especially services at inpatient BPJS class III. Since since BPJS and other government programs, currently based on assessment, the quality of health services, especially inpatient care, is more likely to decrease if the value of patient satisfaction.             This study aims to analyze the quality of service with patient satisfaction through seven dimensions of health quality consisting of Guarantees, Empathy, Reliability, Responsiveness, Physical Views, Medical Services and Professionalism. Dimension is used to analyze the quality of service with satisfaction of inpatient BPJS class III in RSU Haji Surabaya.             The method used in this study using descriptive qualitative methods, data sources used are primary data and secondary data. In the study the authors also used research techniques in the form of observation / observation, interviews and documentation in order to obtain primary data to find out how the quality of service with patient satisfaction BPJS class III in RSU Haji Surabaya.             Based on the result of the analysis and the discussion that has been done, the quality of service with the satisfaction of the inpatients of BPJS class III hospital in RSU Haji Surabaya, according to the dimension of guarantee, empathy, reliability, responsiveness, medical service and professionalism of inpatient grade III service at RSU Haji Surabaya said good, so that patients feel satisfied, while the physical display dimensions are still said to be quite good and patients feel quite satisfied. This is evidenced by the room is quite hot and the bathroom can be said not too clean. Keywords: Quality of service, Patient satisfaction, The quality of service with the patient relationship satisfaction

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS SEI MENCIRIM DI MASA PANDEMIC COVID 19

2021 ◽  
Vol 5 (2) ◽  
pp. 1045-1054
Author(s):  
Esra Marolop Doloksaribu ◽  
Evawani Martalena Silitonga ◽  
Donal Nababan ◽  
Mindo Tua Siagian
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Secondary Data ◽  
Primary Data ◽  
Bivariate Analysis ◽  
Family Time ◽  
Quality Of Health Services ◽  
Individual Service

Continuous improvement of service quality is one of the important keys in facing the era of globalization which implies that services must be carried out according to standards and meet quality rules that are oriented to the interests of consumers. With these programs and facilities, it is hoped that the community will no longer be reluctant to seek treatment at the Puskesmas. The purpose of this study was to analyze the effect of the quality of health services on the satisfaction of inpatients at the Sei Mencirim Health Center.This research is a survey research, conducted at the Sei Mencirim Health Center. The population was all patients who were hospitalized at the Sei Menistrim Health Center in January-July 2021 totaling 74 people and the entire population was taken as a sample. Primary data obtained from interviews and secondary data in the form of inpatient data. The hypothesis was tested using the Multiple Regression test.Based on Bivariate analysis revealed that there was no effect of physical evidence on patient satisfaction. There is an effect of reliability, responsiveness, assurance and empathy on patient satisfaction.The most dominant variable affecting patient satisfaction is empathy.                Considering that empathy is the dominant variable affecting patient satisfaction, puskesmas need to improve quality individual service and patient family time for consultation is met.Keywords: Service Quality, Patient Satisfaction, Puskesmas Sei Mencirim

Kepercayaan Dimediasi Kepuasan Pasien terhadap Citra Rumah Sakit

2021 ◽  
Vol 9 (1) ◽  
pp. 59-71
Author(s):  
Johanes Tantra Wijaya ◽  
Agusdini Banun Saptaningsih ◽  
Tantri Yanuar Rahmat Syah
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Positive Impact ◽  
Skills Training ◽  
Primary Data ◽  
Patient’S Satisfaction ◽  
Standard Response ◽  
Speed Training ◽  
Patient Confidence

Establishing an excellent hospital image is critical as many people are still experiencing trust issues for hospitals in Indonesia, especially in major cities. A hospital's image comes from its quality of service, the patient's trust in the quality of service, and the patient's satisfaction. This study tries to provide empirical evidence on the effect of quality of service and patient confidence on the hospital's image mediated by patient satisfaction. A quantitative - causality research method is used. Primary data was taken from survey to patients who are taking drugs in the outpatient pharmacy installation unit at Taman Sari Hospital, West Jakarta. This research uses AMOS-path analysis, and the results showed the quality of service and patient's trust had a positive and significant effect on the hospital's image with patient satisfaction as an intervening variable. Partially, the quality of service has a positive and significant effects on both patient satisfaction and hospital image. Patient confidence has a significant positive effect on patient satisfaction but it is insignificant to the hospital's image. Research findings show that a patient's trust has a positive impact on the hospital's image when mediated by patient satisfaction. Suggestions from this research are conducting training, i.e. speed training not to exceed the standard response time as well as competency, skills training and service excellence training for pharmaceutical personnel. Improving the quality of pharmacy facilities such as waiting rooms to make it more comfortable is also suggested

scholarly journals Analysis of Lut Tawar Health Center Service Quality on Outpatient Patient Satisfaction in Central Aceh Regency

2021 ◽  
Vol 2 (2) ◽  
pp. 50-58
Author(s):  
Asriwati Amirah ◽  
Mappeaty Nyorong ◽  
Wahyu Fatrah Nananda
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Physical Condition ◽  
Secondary Data ◽  
Primary Data ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The purpose of this study was to find out what aspects were related to the quality of service at the Lut Tawar Health Center to the Satisfaction of Outpatients in Central Aceh Regency. The research design used in this study was Cross Sectional. The population in this study was 7,507 people and the samples taken by accidental sampling were 99 people. Data collection methods are primary data and secondary data. Analysis of the data used is a binary logistic regression test. The results showed that the physical condition had a sig-p value of 0.004 < 0.05, reliability sig-p 0.004 < 0.005, and a sig-p guarantee of 0.030 < 0.05, which means that it has a relationship with the quality of health services, while responsiveness has no relationship to the quality of health services because it has a sig-p value of 0.173 > 0.05 and concern has no relationship to the quality of health services because it has a sig-p value of 0.893 > 0.05. The most dominant aspect related to service quality is the variable of physical condition p = 0.004 <0.05. The conclusion in this study is that there is a relationship between physical condition, reliability, and assurance on the quality of Community Health Center (puskesmas) services, while the responsiveness and caring variables have no relationship to the quality of puskesmas services.

scholarly journals MUTU PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN DI PUSAT KESEHATAN ANGKATAN DARAT (PUSKESAD) POLKES KABUPATEN TAKALAR

2018 ◽  
Vol 3 (2) ◽  
pp. 102
Author(s):  
Ali Imran Thamrin ◽  
Andi Alim Bagu ◽  
Yuliana Baharuddin
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Health Services ◽  
Health Center ◽  
Service Providers ◽  
Bivariate Analysis ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The quality of  health services is one of main focus for community. Awareness of the quality of health services is increasing with the demand for improving the quality from service providers and  community as a service user. The quality of health services greatly affects patient satisfaction. The design of this study is analytic survey research with cross sectional approach. The purpose of this study  is to know the relation of quality of health service to patient satisfaction at Army Health Center (PUSKESAD) POLKES of Takalar Regency in 2017. The research is conducted at Army Health Center (PUSKESAD) POLKES Takalar District. The sample in this study are patients who treated at the Army Health Center (PUSKESAD) POLKES Takalar District in June of 2017 as many as 94 people using a simple random sampling technique. Data analysis in this research is univariate and bivariate analysis using chi square test. The results showed that there was a significant correlation between health service quality based on indicator physical appearance, reliability, responsiveness, assurance, and empathy with patient satisfaction with each p value = 0,000. It is hoped  that the Army Health Center (PUSKESAD) POLKES can improve the quality of health services and the confidence of patients in utilizing health services more increase.

scholarly journals Gambaran Tingkat Kepuasan Pasien terhadap Pelayanan FNAB di Laboratorium Patologi Anatomi RSUD Abdul Wahab Sjahranie Samarinda Tahun 2018

2019 ◽  
pp. 198-206
Author(s):  
Simanjuntak Mayro ◽  
Eko Nugroho ◽  
Oswald L Simatupang
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Sampling Technique ◽  
Primary Data ◽  
Pathology Laboratory ◽  
Purposive Sampling ◽  
Expectation Gap ◽  
Anatomical Pathology

Abstrak Kepuasan pasien adalah suatu tingkat perasaan pasien yang timbul akibat dari kinerja layanan kesehatan yang diperoleh setelah pasien membandingkan dengan apa yang diharapkannya, sehingga kepuasan pasien bergantung pada kualitas pelayanan yang diterimanya. Untuk menilai kualitas pelayanan terdapat 5 dimensi yang dapat diukur, yaitu keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan keberwujudan (tangible). Makin baik kualitas pelayanan yang diberikan, maka akan semakin tinggi tingkat kepuasan pasien. Tujuannya untuk mengetahui tingkat kepuasan pasien terhadap pelayanan di laboratorium patologi anatomi RSUD Abdul Wahab Sjahranie Samarinda. Penelitian deskriptif dilakukan dengan teknik purposive sampling pada pasien yang datang ke Laboratorium Patologi Anatomi RSUD Abdul Wahab Sjahranie, Samarinda, yang memenuhi kriteria. Data yang peroleh berasal dari data primer dengan menggunakan kuesioner yang dikerjakan secara terbimbing. Terdapat kesenjangan (gap) harapan sebesar -0,6 untuk dimensi keandalan, -0,2 untuk dimensi daya tanggap, -0,2 untuk dimensi jaminan, -0,1 dimensi empati, dan -0,9 untuk dimensi keberwujudan. Tingkat kepuasan pasien adalah 96% responden puas dan 4% responden tidak puas. Kata kunci: kepuasan pasien, pelayanan kesehatan, keandalan, daya tanggap, jaminan Abstract Patient satisfaction is a level of patient's feelings rising from the performance of health services that are obtained after the patient compares it with what he expected, so that patient satisfaction depends on the quality of service received. To assess service quality there are 5 dimensions that can be measured, namely reliability, responsiveness, assurance, empathy, and tangible. The better quality of service provided, the higher the level of patient satisfaction. To determine the level of patient satisfaction with services in the anatomical pathology laboratory of the Abdul Wahab Sjahranie Hospital, Samarinda. Descriptive study was conducted by purposive sampling technique carried out on 50 patients who came to the Anatomical Pathology Laboratory of Abdul Wahab Sjahranie Hospital, in Samarinda that met the criteria. The data obtained comes from primary data using a questionnaire that is done in a guided manner. There was an expectation gap of -0.6 for reliability dimensions, -0.2 for responsiveness dimensions, -0,2 for assurance dimensions, -0.1 empathy dimensions and -0,9 for tangible dimensions. The level of patient satisfaction was 96% of respondents were satisfied and 4% of respondents were dissatisfied. Keywords: patient satisfaction, health services, reliability, responsiveness, assurance

scholarly journals The Effect of the Quality of Health Services on the Satisfaction of Patients at the East Langsa Community Health Center

2021 ◽  
Vol 2 (1) ◽  
pp. 32-46
Author(s):  
Desy Murdiatama ◽  
Ahmad Rifai ◽  
Indah Anggraeni
Keyword(s):  
Public Health ◽  
Multivariate Analysis ◽  
Patient Satisfaction ◽  
Health Services ◽  
Health Center ◽  
Univariate Analysis ◽  
Community Health Center ◽  
Physical Evidence ◽  
Quality Of Health Services

Service quality and patient satisfaction are the two most important things in Community Health Center (puskesmas) services. This study aims to see the effect of the quality of health services on outpatient satisfaction at Langsa Timur Public Health Center, Langsa City in 2020. This type of research is a quantitative research which is an analytical survey with a cross sectional study approach. The population in this study were 2,116 people. A sample of 95 people using the Slovin formula. The analysis used is univariate analysis, bivariate analysis with chi-square test and multivariate analysis with linear regression test, measuring instruments used questionnaires and data processing using computerized with a significance level of P-Sign <0.05. The results of this study are based on the results of univariate analysis, as many as 64 people were dissatisfied and 31 people were satisfied. The results of multivariate analysis showed that physical evidence and responsiveness had an influence on patient satisfaction and physical evidence was dominant. The conclusion of this study is that there is an effect of physical evidence and responsiveness on outpatient satisfaction at Langsa Timur Public Health Center, Langsa City.

scholarly journals The Effect of Quality of Service on Patient Satisfaction and its Implications on The Interest of Patients to Use Health Services Back at Jember Regency Health Center

2021 ◽  
Vol 5 (3) ◽  
pp. 83-90
Author(s):  
Ahmad Afifuddin Sholeh ◽  
Isa Ma’rufi ◽  
Zarah Puspitaningtyas
Keyword(s):  
Public Health ◽  
Quality Of Service ◽  
Health Services ◽  
Health Center ◽  
Junior High School ◽  
Care Facility ◽  
Health Facilities ◽  
Coefficient Of Determination ◽  
Cross Sectional

Health center is a health care facility that organizes public health efforts and first-rate individual health efforts, with more priority on promotional and preventive efforts to achieve the highest level of public health in the working area. Quality of service is something related to the fulfillment of customer expectations / needs, where the service is said to be quality when it can provide products and services (services) in accordance with the needs and expectations of customers. This research was an analytical research with a cross sectional approach. This research was conducted at Health Center in Jember Regency. The population in this study was 474,972 patients with a sample size of 400 patients, selected using accidental sampling techniques. Data were collected using documentation and interviews with questionnaires, then analyzed using AMOS software to examine how much influence the two independent variables on the dependent variables, could be seen from the coefficient of determination or estimate. The results showed that most of the respondents were adult, female, had marital status, had the last level of education finished junior high school, and had a type of job not working or other. Most respondents had an average income of about 2-3 million rupiah per month, have mileage to health facilities was less than 10 kilometers or categorized closely, have travel time to health facilities was less than 10 minutes or categorized briefly, and had participated in or participated in health insurance programs. The quality of service in the health center according to most respondents was considered quite good. Keywords: quality of service; patient interest; health services

scholarly journals LEVEL OF SATISFACTION OF PATIENTS OF BPJS HEALTH ON QUALITY OF SERVICE IN PUSKESMAS BAILANG, MANADO CITY

2019 ◽  
Vol 7 (1) ◽  
pp. 01-12
Author(s):  
Trisna Awalinda ◽  
Julianus Ake ◽  
M Consolatrix da Silva
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Quality Data ◽  
Fisher Exact Test ◽  
Cross Sectional ◽  
Significance Level ◽  
Patient’S Satisfaction

Background: patient satisfaction is one indicator of the success of health services and an important aspect that must be achieved by all health services institutions. Quality services are a form of patient acknowledgment of services received. Some studies employ satisfaction levels to determine a patient’s satisfaction. Aim: This study aims to examine the relationship between the quality of service and the level of patient satisfaction of health care participants in outpatients at the Bailang Public Health Center. Method: This study uses a cross-sectional design. Using a purposive sampling technique, as many as 37 respondents agreed to use. Service quality data is collected using a questionnaire sheet. Data were analyzed using the Fisher Exact Test statistical test, with a significance level of 95% (p <0.005). Results: the analysis showed a significant relationship (p = 0.014) between service quality and patient satisfaction. This research shows that service quality greatly increases patient satisfaction. Improvement of the quality of services provided will increase patient satisfaction. The findings in this study are expected to be a reference to improve the quality of BPJS services in the general public and specifically at the Bailang Puskesmas.

scholarly journals Analysis of an Effect Quality Pharmaceutical Services on the Satisfaction of Patients in Royal Prima Public Hospital Medan

2021 ◽  
Vol 8 (1) ◽  
pp. 20-28
Author(s):  
Fanny Yaren Sitompul ◽  
Sri Wahyuni Nasution ◽  
Chrismis Novalinda Ginting
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Public Hospital ◽  
Direct Evidence ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Pharmacy Services ◽  
Patient’S Satisfaction

Based on a predecessor survey conducted by researchers of 30 outpatients at the Royal Prima Medan Hospital in July 2019, it showed that out of 30 patients, 23 patients expressed dissatisfaction with the quality of service and availability of drugs at the Pharmacy Installation of the Royal Prima Medan General Hospital. Where the patient's satisfaction states that there is still a lack of direct evidence (tangibles), reliability, responsiveness, assurance (assurance), empathy, hospitals and employees of outpatients at Royal Prima Hospital, Medan. This paper described Knowing the Analysis of the Effect of Pharmacy Service Quality on Outpatient Satisfaction at the Royal Prima Medan General Hospital in 2019. There is an effect of the quality of pharmaceutical services (appearance, reliability, responsiveness, assurance, and empathy) on outpatient satisfaction at Royal Prima Medan General Hospital. 2019. It is hoped that the pharmacy installation of the Royal Prima Medan General Hospital will improve the quality of services that are more optimal to achieve maximum patient satisfaction values. If the quality of pharmacy services at Royal Prima Medan General Hospital is improved, patient satisfaction will also increase. Keywords: Quality of Pharmacy Services and Patient Satisfaction.

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