scholarly journals The Influence of Completeness of Facilities, Quality of Service and Competence of Medical Personnel on Patient Satisfaction at the Koeloda Community Health Center, Golewa District, Ngada Regency

2020 ◽  
Author(s):  
Rafael Ocatvianus Byre
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Community Health ◽  
Health Center ◽  
Community Health Center ◽  
Medical Personnel

scholarly journals ANALISIS PENGARUH PELAYANAN PUSKESMAS DAN KINERJA PEGAWAI TERHADAP KEPUASAN PELANGGAN DI PUSKESMAS DINOYO KOTA MALANG JAWA TIMUR

2020 ◽  
Vol 3 (2) ◽  
pp. 120
Author(s):  
Rully Suwartiningsih
Keyword(s):  
Quality Of Service ◽  
Health Service ◽  
Customer Satisfaction ◽  
Community Health ◽  
Health Center ◽  
Employee Performance ◽  
Community Health Center ◽  
Community Health Service ◽  
Performance Satisfaction

AbstrakMasalah pelayanan sebenarnya bukanlah hal yang sulit atau rumit, tetapi apabila hal ini kurang diatasi maka dapat menimbulkan masalah serta peningkatan kinerja pegawai yang bagus merupakan kunci sukses untuk membangun keberhasilan Puskesmas dalam melayani pasien. Untuk meningkatkan kualitas pelayanan dan kinerja pegawai, Puskesmas Dinoyo Kota Malang akan mampu mendapatkan profitabilitas yang diperoleh dari kepuasan pasien oleh sebab diharapkan mampu meningkatkan kualitasnya puskesmas. Tujuan dari penelitian ini adalah: untuk menganalisis pengaruh pelayanan Puskesmas dan kinerja pegawai terhadap kepuasan pelanggan di Puskesmas Dinoyo Kota Malang Jawa Timur. Sampel yang digunakan dalam penelitian ini adalah pasien atau pelanggan dari Puskesmas Dinoyo selama satu minggu pada bulan Nopember tahun 2017. Hasil penelitian menunjukkan bahwa pengaruh pengaruh Puskesmas dan kinerja pegawai terhadap kepuasan pelanggan di Puskesmas Dinoyo Kota Malang  Jawa Timur  negatif dan tidak signifikan. Dalam penelitian ini juga mengindikasikan bahwa secara simultan pelayanan Puskesmas dan kinerja pegawai memiliki pengaruh terhadap kepuasan pelanggan Puskesmas.Kata kunci : pelayanan puskesmas, kinerja pegawai, kepuasan pelanggan Abstract            The problem of service is not difficult and complicated, but if this matter is not be overcame so it can make some problems and a good employee performance is a key of success  to build the success of Community Health Center on servicing the patient. To develop the quality of service and employee performance, Community Health Center Dinoyo Malang City will be able to get the profitability that obtained from the satisfaction customer, so for that reason it expected to develop the quality of Community Health Center.The objectives of this research is: to analyze the effect of the service of Community Health Center and the Employee Performance to Customer Satisfaction in Community Health Center Dinoyo Malang City East Java. Using of sample from this study is the patient of Community Health Center Dinoyo for a week on November at 2017. The result of this research shows that the service of Community Health Service and Employee Performance to Customer Satisfaction in Community Health Center in Dinoyo Malang City East Java is negative and not significant. In this research also indicates that the service of Community Health Center and Employee Performance have the effect to the satisfaction customer of Community Health Center simultaneously.Keyword : service of community health center, employee performance, satisfaction performance

scholarly journals Penilaian Kualitas Pelayanan Puskesmas dengan Model Donabedian: Studi Kasus Puskesmas di Kota Depok

2009 ◽  
Vol 4 (1) ◽  
pp. 24
Author(s):  
Dian Ayubi
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Community Health ◽  
Health Center ◽  
Community Health Centers ◽  
Community Health Center ◽  
Donabedian Model ◽  
Assess Quality ◽  
Process Attribute

Perkembangan stuktur sosio-demografi penduduk dan infrastruktur Kota Depok yang pesat berpengaruh terhadap masalah kesehatan yang semakin kom-pleks. Pada era desentralisasi, Dinas Kesehatan Pemerintah Kota Depok dituntut memberikan pelayanan kesehatan masyarakat yang berkualitas antara lain melalui pelayanan kesehatan tingkat primer di puskesmas. Penelitian ini bertujuan menganalisis mutu pelayanan puskesmas dan hubungan struktur dan pro-ses terhadap hasil pelayanan puskesmas, kepuasan pelanggan. Survey di rumah responden dilakukan pada bulan Maret 2004, dalam wilayah kerja enam puskesmas kecamatan di Kota Depok. Populasi adalah semua penduduk yang bermukim di wilayah kerja Puskesmas Kecamatan se-Kota Depok. Sampel adalah 300 rumah tangga yang tersebar di setiap kelurahan wilayah kerja masing-masing puskesmas kecamatan dengan responden ibu rumah tangga. Analisis dilakukan dengan pendekatan Structure, Process dan Outcome berdasarkan penilaian pasien. Penelitian ini menemukan nilai median atribut mutu struktur, proses dan kepuasan pelanggan adalah 75; 71,4 dan 75,0. Variasi pada dimensi struktur lebih lebar daripada dimensi proses. Secara bersama-sama, ada hubungan statistik yang bermakna antara struktur dan proses terhadap hasil di puskesmas kecamatan di Kota Depok. Aspek atribut struktur pelayananpuskesmas yang dinilai pelanggan perlu perbaikan adalah kelengkapan sarana, sedangkan untuk atribut proses adalah waktu tunggu pendaftaran. Kata kunci: Model donabedian, kepuasan pelangganAbstractRapid growth of sociodemographic and infrastructure in Depok City has influenced the complexity of health problems. In the decentralization era, one of community health center function is to provide quality primary health care. The aim of this study is to assess quality of health services that was provided by sub-district community health center based on Donabedian Model (Stucture Process Outcome). Survey was conducted in six sub-district community health centers. Data were collected using questionnaires. Respondents were interviewed in their home during March 2004. Samples covered 300 households in six areas. Median of stucture, process and outcome atributes of health services is 75, 71.4 and 75.0. Variation of stucture attribute is wider than process attribute. This study found there is a statistically significant correlation between structure and process attributes to outcome (patient satisfaction) of community health center services. In the structure attribute, equipment or facility aspect of community health center is needed to be improved while for process attribute, it isthe aspect of waiting time in admission. Keywords : Donabedian model, patient satisfaction

scholarly journals Effect of Health Service Quality Toward Patients Satisfaction

2021 ◽  
Vol 2 (1) ◽  
pp. 63-72
Author(s):  
Jeny Riska Vatica ◽  
Nur’aini Nur’aini ◽  
Masnelly Lubis
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Community Health ◽  
Health Center ◽  
Community Health Center ◽  
Technical Competence ◽  
Human Relations ◽  
Health Service Quality

The quality of service at the Community Health Center (Puskesmas) is an important factor in creating patient satisfaction. The results of measuring patient satisfaction that are objective and accurate can assist the health center in formulating a better form of service. The purpose of this study was to determine and analyze the effect of health service quality on outpatient satisfaction. This type of research is an analytic survey with a cross sectional approach using primary data with questionnaires and secondary data from Community Health Center (Puskesmas) reports. The population in this study were patients who had outpatient visits from January to July 2020 with a total sample of 99 people who were determined using the accidental sampling method. The analysis used univariate, bivariate and multivariate analysis. Chi square test results showed that technical competence (p = 0.001 <0.05), effectiveness (p = 0.002 <0.05), human relations (p = 0.000 <0.05), comfort (p = 0.099> 0, 05) and timeliness (p = 0.001 <0.05). The logistic regression test shows that the variable that most influences patient satisfaction is the relationship between humans with an Exp (B) value of 4.195. The conclusion of this research is that technical competence, effectiveness, human relations and timeliness have a relationship with patient satisfaction, while comfort has no relationship with patient satisfaction. Efforts are needed to improve the quality of outpatient services by establishing a harmonious relationship between health workers and patients in order to achieve services that are able to satisfy patients.

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