Kepuasan Klien Terhadap  Pelayanan Kesehatan Berdasarkan Analisis Diagram Kartesius  Di Klinik Prima Medika Sidoarjo

BPJS insurance makes the community free to choose the best service place for themselves and their families. Prima Medika Sidoarjo clinic also serves BPJS participants so that most of the visitors come from the BPJS membership. The customer's expectations from time to time continue to develop according to their needs. Intense competition which will make Prima Medika clinic make improvements. The purpose of this study was to analyze patient satisfaction of the health service at the Prima Medika Sidoarjo clinic.The design of this study used a cross sectional method. The population in this study were all patients who visited at Prima Medika Sidoarjo clinic in March - April 2018. The sample in this study was 110 patient. Satisfaction analysis using cartesius diagram.Client satisfaction with service in terms of the gap between experience and expectations on; reliability was very satisfied (92.34%), responsiveness was very satisfied (98.89%), very satisfied beliefs (96.52%), empathy was very satisfied (90.50%), very satisfied (84.61%). Based on the Cartesius diagram of 18 items entered in position A is 3 items, position B is 3 items, position C is 4 items and Position D is 7 items.Based on the analysis of the cartesius diagram the level of patient satisfaction on health services at the Prima Medika Sidoarjo clinic was largely very satisfied while the items on administrative services and procedures were not complicated and the improvement of facilities and infrastructure the level of patient satisfaction was still at a satisfied level.Some suggestions and recommendations that can be proposed include: Prima Medika Sidoarjo clinic need to improve service quality countinously and improve infrastructure facilities regularly.

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The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

Preventif : Jurnal Kesehatan Masyarakat ◽

10.22487/preventif.v10i1.115 ◽

2020 ◽

Vol 10 (1) ◽

pp. 1-12

Author(s):

Dwi Sitti Oktania

Keyword(s):

Patient Satisfaction ◽

Health Service ◽

Service Quality ◽

General Hospital ◽

Inpatient Care ◽

Sampling Technique ◽

Cross Sectional Study ◽

Cross Sectional ◽

Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

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Determinants that Influence the Quality of Outstanding Services on Patient Satisfaction in dr. H. Moh. Anwar General Hospital Sumenep District

JOURNAL FOR QUALITY IN PUBLIC HEALTH ◽

10.30994/jqph.v5i1.273 ◽

2021 ◽

Vol 5 (1) ◽

pp. 185-194

Author(s):

Susiyati Susiyati ◽

Katmini Katmini

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

Response Time ◽

General Hospital ◽

Linear Regression Analysis ◽

P Value ◽

Outpatient Services ◽

Cross Sectional

Quality hospital services are always a hope for every user of health services and along with the development of science and technology, people are increasingly critical in assessing health services. The purpose of this study was to analyze the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The total population is 271 respondents and a sample of 109 respondents is taken by the Accidental Sampling technique. The findings showed that most of the respondents had sufficient category loyalty as many as 56 respondents (51.4%). Most of the respondents rated the response time in the medium category as many as 56 respondents (51.4%). Most of the respondents have a moderate category of service quality as many as 55 respondents (50.5%). Most respondentssatisfied as many as 65 respondents (59.6%). Based on the results of the Linear Regression analysis of the service quality variable on utilization, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted, so it can be concluded that there is an influence of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. It is expected that respondents can provide constructive input and criticism so that the services provided can be in accordance with what is expected.

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HUBUNGAN MUTU PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN DIRUANGAN POLI UMUM PUSKESMAS BUKITTINGGI

Jurnal Endurance ◽

10.22216/jen.v2i1.461 ◽

2017 ◽

Vol 2 (1) ◽

pp. 45

Author(s):

Aida - Andriani

Keyword(s):

Health Care ◽

New York ◽

Patient Satisfaction ◽

Service Quality ◽

Health Center ◽

Statistical Test ◽

P Value ◽

Chi Square ◽

Cross Sectional ◽

Improve Service Quality

This research is a type of research used in this study is an analytic survey with cross sectional approach. The population in this study were all patients who register at the registration booth at the health center tigo baleh 2014, with a sample size of 65 responden.Teknik sampling conducted by accidental sampling. Data was collected through questionnaires. The statistical test used is the Chi-square test.Results were obtained from 65 respondents who have a high service quality, there are more than most of the 38 people with the percentage (58.5%) respondents who get satisfaction and lower service quality are getting less than half of the 24 people with the percentage (36.9%) get satisfaction. Based on the statistical test obtained p value = 0.035 so when compared with a = 0.10, the p value <a (0.035 <0.10) it can be concluded there is a correlation between the provision of quality primary health care with patient satisfaction tigo Baleh in 2014. Based on the analysis results, we can conclude that there is a relationship with the quality of health care in the patient room satisfaction Poly Public Health Center New York City, is expected to remain on health officials to improve service quality in order to achieve patient satisfaction when treatment visit.Mutu pelayanan dalam kesehatan sangat mempengaruhi kepuasan pasien.Penelitian ini merupakan penelitian Jenis penelitian yang digunakan dalam penelitian ini adalah survey analitik dengan menggunakan pendekatan cross sectional. Populasi dalam penelitian ini adalah seluruh pasien yang mendaftar pada loket pendaftaran di Puskesmas Tigo Baleh Bukittinggi tahun 2014, dengan jumlah sampel 65 responden.Teknik pengambilan sampel dilakukan dengan Accidental Sampling. Pengumpulan data dilakukan dengan kuesioner. Uji statistik yang digunakan adalah uji Chi-square. Hasil penelitian diperoleh dari 65 orang responden yang mendapatkan mutu pelayanan tinggi terdapat lebih dari sebagian yaitu 38 orang dengan persentase (58.5%) mendapatkan kepuasan dan responden yang mendapatkan mutu pelayanan rendah terdapat kurang dari separoh yaitu 24 orang dengan presentase (36.9%) mendapatkan kepuasan. Berdasarkan uji statistik didapatkan p value = 0,067 sehingga bila dibandingkan dengan a = 0,10 maka p value < a ( 0,035 < 0,10 ) maka dapat ditarik kesimpulan ada hubungan antara pemberian mutu pelayanan dengan kepuasan pasien dipuskesmas tigo baleh Bukittinggi tahun 2014. Berdasarkan hasil analisis tersebut dapat disimpulkan bahwa terdapat hubungan mutu pelayanan kesehatan dengan kepuasan pasien di ruangan Poli Umum Puskesmas Tigo Baleh Bukittinggi, diharapkan kepada petugas kesehatan agar tetap meningkatkan mutu pelayanan agar tercapainya kepuasan pasien ketika kunjungan berobat.

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Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

Jurnal Informatika ◽

10.31311/ji.v5i1.2944 ◽

2018 ◽

Vol 5 (1) ◽

pp. 90-101

Author(s):

Entin Sutinah ◽

Odilia Rosdiana Simamora

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

General Hospital ◽

Five Dimensions ◽

Physical Evidence ◽

Level Of Satisfaction ◽

Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

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DAMPAK KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS JATILAWANG KABUPATEN BANYUMAS

Public Policy and Management Inquiry ◽

10.20884/1.ppmi.2020.4.1.3214 ◽

2020 ◽

Vol 4 (1) ◽

pp. 33

Author(s):

Kusumaningtyas Kusumaningtyas

Keyword(s):

Patient Satisfaction ◽

Health Service ◽

Service Quality ◽

Quantitative Research ◽

Community Health Center ◽

Cross Sectional ◽

Patients Satisfaction ◽

Expected Performance ◽

The Government

Satisfaction is a feeling that shows a person's happiness or disappointment that comes after comparing the performance (outcome) of the thinking product to the expected performance (or outcome). Quality of service and satisfaction (patient) is a unity that is difficult to separate. To realize the patients’ satisfaction of BPJS at The Primary Health Service (Puskesmas) of Jatilawang Banyumas Regency as public health service owned by the government, in its development is demanded to give good service quality by increasing employee competence and also pay attention to service quality dimension itself. That are reliability, responsiveness, assurance, tangibles, and empathy. This research is a descriptive quantitative research with the cross-sectional approach which aims to know in general about how the level of patient satisfaction. Meanwhile, the specific purpose of this study to determine how much impact the quality of health services to BPJS patient satisfaction. The results showed that in general from the results of the t-test, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) partially positive and have a significant effect on patients’ satisfaction of BPJS service (Y). Furthermore, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) simultaneously have a positive and significant effect on BPJS patient satisfaction (Y). Specifically, the amount of BPJS patient satisfaction at The Community Health Center of Jatilawang, Banyumas is equal to 0.992 or 99.2%.

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Evaluating health service quality: using importance performance analysis

International Journal of Health Care Quality Assurance ◽

10.1108/ijhcqa-02-2017-0030 ◽

2017 ◽

Vol 30 (7) ◽

pp. 656-663 ◽

Cited By ~ 13

Author(s):

Azar Izadi ◽

Younes Jahani ◽

Sima Rafiei ◽

Ali Masoud ◽

Leila Vali

Keyword(s):

Patient Satisfaction ◽

Performance Analysis ◽

Service Quality ◽

Cross Sectional ◽

Policy Makers ◽

Content Type ◽

Medical Inpatients ◽

Health Service Quality ◽

And Performance ◽

Improve Service Quality

Purpose Measuring healthcare service quality provides an objective guide for managers and policy makers to improve their services and patient satisfaction. Consequently, the purpose of this paper is to measure service quality provided to surgical and medical inpatients at Kerman Medical Sciences University (KUMS) in 2015. Design/methodology/approach A descriptive-analytic study, using a cross-sectional method in the KUMS training hospitals, was implemented between October 2 and March 15, 2015. Using stratified random sampling, 268 patients were selected. Data were collected using an importance-performance analysis (IPA) questionnaire, which measures current performance and determines each item’s importance from the patients’ perspectives. These data indicate overall satisfaction and appropriate practical strategies for managers to plan accordingly. Findings Findings revealed a significant gap between service importance and performance. From the patients’ viewpoint, tangibility was the highest priority (mean=3.54), while reliability was given the highest performance (mean=3.02). The least important and lowest performance level was social accountability (mean=1.91 and 1.98, respectively). Practical implications Healthcare managers should focus on patient viewpoints and apply patient comments to solve problems, improve service quality and patient satisfaction. Originality/value The authors applied an IPA questionnaire to measure service quality provided to surgical and medical ward patients. This method identifies and corrects service quality shortcomings and improving service recipient perceptions.

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

Jurnal Kesehatan Manarang ◽

10.33490/jkm.v3i2.45 ◽

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.

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HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN BPJS DI INSTALASI RAWAT JALAN RSUD LABUANG BAJI MAKASSAR TAHUN 2019

Jurnal Delima Harapan ◽

10.31935/delima.v8i1.105 ◽

2021 ◽

Vol 8 (1) ◽

pp. 1-11

Author(s):

Andi Rizky Amaliah

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

Hospital Services ◽

Physical Evidence ◽

Patient Will ◽

Improve Service Quality ◽

The Relationship

Patient satisfaction is a function of the patient's assessment of the health services provided by the hospital in the hope that before the patient receives health services from the hospital as a provider, the patient will feel satisfied if the quality of hospital services is higher or at least the same as what the patient expects. This study aims to determine the relationship between physical evidence, reliability, responsiveness, assurance and empathy with BPJS patient satisfaction. The results showed that the quality of service physical evidence (Tangibles) p (0.76)> 0.05 which means there is no relationship, reliability (reliability) p (0.01) <0.05 which means there is a relationship, responsiveness (responsiveness). ) p (0.03) <0.05, which means there is a relationship, assurance p (0.00) <0.05 which means there is a relationship, empathy (empathy) p (1.00)> 0.05 which means no relationship. The conclusion in this study is that there is no relationship between physical evidence service quality and empathy with patient satisfaction, and there is a significant relationship between service quality reliability, responsiveness, and assurance with BPJS patient satisfaction. It is suggested to the hospital to further improve service quality, reliability, responsiveness, and assurance in order to increase BPJS patient satisfaction.

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The Role of Nurses and the Quality of Health Services with the Satisfaction of BPJS Patients in Junrejo Puskesmas Batu City

JOURNAL FOR RESEARCH IN PUBLIC HEALTH ◽

10.30994/jrph.v1i1.9 ◽

2019 ◽

Vol 1 (1) ◽

Author(s):

Restu Pamungkas ◽

Indasah Indasah ◽

Koesnadi Koesnadi

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Cross Sectional ◽

Regression Test ◽

Important Quality ◽

Quality Dimensions ◽

Quality Of Health Services ◽

Improve Service Quality

Patient satisfaction is related to service quality. By knowing the level of patient satisfaction, hospital management can improve service quality. Patient satisfaction is considered as one of the most important quality dimensions and is the key to success in health organizations that is also affected by the role of nurses. The purpose of this study was to determine the effect of nurse roles and service quality on BPJS patient satisfaction. The research design used was cross sectional with questionnaire sheet instruments. The population of this study were 230 BPJS patients. 144 samples used random sampling techniques, while to determine the effect between variables used ordinal regression test with a significant level of 0.05. Based on the results of the study it was found that the role of good nurses was 64 (44.4%) respondents and most of the good quality services were 88 (61.1%) and satisfaction in the satisfied category was 124 (86.1%). The results of the data analysis showed that there was an influence of the nurse's role factor on satisfaction. It was known that the Sig (2-tailed) value had 0.00 and the service quality factor had an effect on satisfaction, this was known as Sig (2-tailed) which had a number 0.049. The existence of a good role from nurses will improve service quality and will improve BPJS patient satisfaction.

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Patient Satisfaction on The Health Services: A Descriptive Study at UIN Sunan Ampel’s Clinic

Journal of Health Science and Prevention ◽

10.29080/jhsp.v2i1.115 ◽

2018 ◽

Vol 2 (1) ◽

pp. 22-26

Author(s):

Linda Prasetyaning Widayanti ◽

Nova Lusiana ◽

Estri Kusumawati

Keyword(s):

Patient Satisfaction ◽

Data Collection ◽

Health Services ◽

Service Quality ◽

Frequency Distribution ◽

Service Time ◽

Positive Impact ◽

Descriptive Study ◽

Cross Sectional ◽

Survey Results

The existence of service quality that convenient with patient’s expectations would have a positive impact for the continuity of UIN Sunan Ampel’s clinic. Based on it, this research aimed to observed the level of patient satisfaction at UIN Sunan Ampel’s clinic and conducted with a Cross Sectional approach. The population of this study were all patients of UIN Sunan’s Clinic during May 2017. Sampling was collected by an incidental sampling. with 30 patients acted as respondents. The data was taken by questioner. The results of data collection were presented with frequency distribution tables in the form of graphs or diagrams. The survey results showed that the characteristics of the patient were 87% less than 20 years old, 70% female, 73% satisfied with clinical service, 87% satisfied with clinic service, 82% satisfied with the registration time at the clinic, 73% long service time of clinic pharmacy, 90% satisfied with clinical hygiene. It was expected that this research can be developed by further researchers for the better service quality at UIN Sunan Ampel’s clinic.

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