scholarly journals Gambaran Kepuasan Pasien terhadap Pelayanan Klinik Perioperatif Terintegrasi di RSUP Prof. Dr. R. D. Kandou

e-CliniC ◽  
2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Muliana E. Datu ◽  
Lucky T. Kumaat ◽  
Barry I. Kambey
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Direct Evidence ◽  
Descriptive Study ◽  
Education Level ◽  
High School Education ◽  
Central Hospital ◽  
Calculation Results ◽  
Very High

Abstract: Satisfaction is closely related with expected service and reality of the service available at the hospital. Satisfaction will be achieved if the performance is in line with the expectation of the patient. This study was aimed to obtain an overview of patient satisfaction towards the service provided by the Integrated Perioperative Clinic of Prof. Dr. R. D. Kandou Hospital. This was a descriptive study using questionnaire. Respondents were patients/families who received services at the clinic. The results showed a total of 100 respondents involved in this study, consisting of 30 females (30%) and 70 males (70%). Most respondents aged early to late adulthood numbering as many as 46 respondents (46%). The majority of respondents numbering 44 respondents (44%) had high school education level. Based on the analysis, high calculation results were obtained categorized as very good or very satisfied. In conclusion, the level of patient satisfaction towards the service provided by the Integrated Perioperative Clinic of Prof. R. D. Kandou Central Hospital based on the quality of service scale measuring direct evidence (tangibles), reliability, comprehension (responsiveness), assurance, and empathy was very high. It means that patients are very satisfied with the services provided by the clinic.Keywords: patient satisfaction, quality of service, perioperative clinic Abstrak: Kepuasan sangat berkaitan dengan pelayanan yang diharapkan dan kenyataan pelayanan yang telah diberikan di rumah sakit. Kepuasan akan terpenuhi bila pelayanan yang diberikan dirasakan telah sesuai dengan harapan pasien. Penelitian ini bertujuan untuk mengetahui gambaran kepuasan pasien terhadap pelayanan klinik perioperatif terintegrasi di RSUP Prof Dr. R. D. Kandou. Jenis penelitian ialah deskriptif dengan menggunakan kuesio-ner. Responden penelitian ialah pasien yang mendapatkan pelayanan di klinik perioperatif. Hasil penelitian mendapatkan total 100 responden yang terdiri dari 30 orang perempuan (30%) dan 70 orang laki-laki (70%). Responden berusia dewasa awal dan dewasa akhir yang terbanyak yaitu 46 orang (46%). Sebagian besar responden memiliki tingkat pendidikan SMA sebanyak 44 orang (44%). Hasil analisis mendapatkan hasil perhitungan yang tinggi dan masuk dalam kategori sangat baik atau sangat puas. Simpulan penelitian ini ialah tingkat kepuasan pasien terhadap pelayanan klinik perioperatif terintegrasi di RSUP Prof. Dr. R. D. Kandou Manado berdasarkan skala kualitas pelayanan yaitu bukti langsung (tangibles), kehandalan (reliability), daya tangkap (responsiveness), jaminan (assurance), dan empati (empathy) sangat tinggi yang berarti pasien merasa sangat puas atas pelayanan yang diberikan oleh klinik perioperatif terintegrasi.Kata kunci: kepuasan pasien, kualitas pelayanan, klinik perioperatif

scholarly journals Gambaran Kepuasan Pasien terhadap Pelayanan Klinik Perioperatif Terintegrasi di RSUP Prof. Dr. R. D. Kandou

e-CliniC ◽  
2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Muliana E. Datu ◽  
Lucky T. Kumaat ◽  
Barry I. Kambey
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Direct Evidence ◽  
Descriptive Study ◽  
Education Level ◽  
High School Education ◽  
Central Hospital ◽  
Calculation Results ◽  
Very High

Abstract: Satisfaction is closely related with expected service and reality of the service available at the hospital. Satisfaction will be achieved if the performance is in line with the expectation of the patient. This study was aimed to obtain an overview of patient satisfaction towards the service provided by the Integrated Perioperative Clinic of Prof. Dr. R. D. Kandou Hospital. This was a descriptive study using questionnaire. Respondents were patients/families who received services at the clinic. The results showed a total of 100 respondents involved in this study, consisting of 30 females (30%) and 70 males (70%). Most respondents aged early to late adulthood numbering as many as 46 respondents (46%). The majority of respondents numbering 44 respondents (44%) had high school education level. Based on the analysis, high calculation results were obtained categorized as very good or very satisfied. In conclusion, the level of patient satisfaction towards the service provided by the Integrated Perioperative Clinic of Prof. R. D. Kandou Central Hospital based on the quality of service scale measuring direct evidence (tangibles), reliability, comprehension (responsiveness), assurance, and empathy was very high. It means that patients are very satisfied with the services provided by the clinic.Keywords: patient satisfaction, quality of service, perioperative clinic Abstrak: Kepuasan sangat berkaitan dengan pelayanan yang diharapkan dan kenyataan pelayanan yang telah diberikan di rumah sakit. Kepuasan akan terpenuhi bila pelayanan yang diberikan dirasakan telah sesuai dengan harapan pasien. Penelitian ini bertujuan untuk mengetahui gambaran kepuasan pasien terhadap pelayanan klinik perioperatif terintegrasi di RSUP Prof Dr. R. D. Kandou. Jenis penelitian ialah deskriptif dengan menggunakan kuesio-ner. Responden penelitian ialah pasien yang mendapatkan pelayanan di klinik perioperatif. Hasil penelitian mendapatkan total 100 responden yang terdiri dari 30 orang perempuan (30%) dan 70 orang laki-laki (70%). Responden berusia dewasa awal dan dewasa akhir yang terbanyak yaitu 46 orang (46%). Sebagian besar responden memiliki tingkat pendidikan SMA sebanyak 44 orang (44%). Hasil analisis mendapatkan hasil perhitungan yang tinggi dan masuk dalam kategori sangat baik atau sangat puas. Simpulan penelitian ini ialah tingkat kepuasan pasien terhadap pelayanan klinik perioperatif terintegrasi di RSUP Prof. Dr. R. D. Kandou Manado berdasarkan skala kualitas pelayanan yaitu bukti langsung (tangibles), kehandalan (reliability), daya tangkap (responsiveness), jaminan (assurance), dan empati (empathy) sangat tinggi yang berarti pasien merasa sangat puas atas pelayanan yang diberikan oleh klinik perioperatif terintegrasi.Kata kunci: kepuasan pasien, kualitas pelayanan, klinik perioperatif

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.

Evaluasi Tingkat Kepuasan Pasien Terhadap Pelayanan Apotek Pelengkap Rumah Sakit Umum Daerah Arosuka Solok

2016 ◽  
Vol 6 (1) ◽  
pp. 59
Author(s):  
Vina Hidayana ◽  
Mimi Susilawati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Direct Evidence ◽  
Pharmacy Services ◽  
Descriptive Method

A research on the evaluation of the level of patient satisfaction to complementary pharmacy services in Regional General Hospital Arosuka Solok has been done, which aims to reveal the quality of service in complementary pharmacy as perceived by the patients at the General Hospital of Arosuka Solok in 2014. This research was conducted using descriptive method by providing a questionnaire containing a list of questions to the patient. Results of analysis found that the percentage of respondents felt quite satisfied to the responsiveness of officers was 66.34%, respondents felt quite satisfied to officer’s reliability was 52%, respondents felt quite satisfied to officer’s assurance was 58%, respondents felt very satisfied to officer’s empathy was 48%, and direct evidence that they are satisfied was 50.33%. In general, it could be said that the quality of pharmacy services is good enough.

scholarly journals Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

2019 ◽  
Vol 7 (4) ◽  
pp. 147-153
Author(s):  
Dewi Suranti ◽  
Yupianti Yupianti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Evidence ◽  
Agricultural Extension ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achieved. The customer satisfaction index is 87.93%, which means farmers are satisfied with the services provided. The study can be a motivation to improve the quality of service to farmers for UPT BPP Sukaraja.

Improving Hospital’s Quality of Service in Vietnam: The Patient Satisfaction Evaluation in Multiple Health Facilities

2021 ◽  
pp. 1-11
Author(s):  
Nhung Thach Phuong ◽  
Phuong Vu Hoang ◽  
Tuan Mac Dang ◽  
Trang Nguyen Thi Huyen ◽  
Tam Ngo Thi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Facilities ◽  
Satisfaction Evaluation ◽  
Multiple Health

scholarly journals HUBUNGAN MUTU PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT UMUM DAERAH TAMIANG LAYANG

2017 ◽  
Vol 4 (2) ◽  
Author(s):  
Grace Siama Juwita ◽  
Lenie Marlinae ◽  
Fauzie Rahman
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Average Length ◽  
P Value ◽  
Chi Square ◽  
Average Length Of Stay ◽  
Turn Over ◽  
Occupation Rate

Abstrak Rumah Sakit Umum Daerah (RSUD) Tamiang Layang merupakan rumah sakit umummilik Pemerintah Daerah Barito Selatan. Data Bed Occupation Rate (BOR), Average Length Of Stay (ALOS), dan Bed Turn Over (BTO) pada tahun 2013-2014 mengalami penurunan yang artinya bahwa mutu pelayanan di rumah sakit juga semakin menurun. Tujuan penelitian ini adalah untuk menjelaskan hubungan mutu pelayanan pasien rawat inap dengan kepuasan pasien RSUD Tamiang Layang. Rancangan penelitian menggunakan cross sectionaldengan jumlah sampel 52 responden menggunakan metodeproportionalrandom sampling.Instrumen yang digunakan berupa kuesioner dan data dianalisis menggunakan uji Chi Square. Hasil penelitian menunjukkan bahwa terdapat hubungan antara mutu pelayanan dalam dimensi kehandalan (reliability), jaminan (assurance), bukti langsung(tangible), empati (empathy)dan daya tanggap (responsiveness)dengan kepuasan kerja dengan masing-masing p-value 0,000. Diharapkan agar pihak RSUD Tamiyang Layang dapat meningkatkan mutu pelayanansehingga kepuasan pasien terhadap mutu pelayanan dapat meningkat, sehingga dapat memaksimalkan kepercayaan pasien dalam memanfaatkan pelayanan kesehatan. Kata-kata kunci: Rumah sakit, mutu pelayanan, kepuasan, pasien  Abstract Regional General Hospital (Hospital) Tamiang Layang is a general hospital belonging to the Regional Government of South Barito. Data Bed Occupation Rate (BOR), Average Length Of Stay (ALOS), and Bed Turn Over (BTO) in 2013-2014 has decreased, which means that the quality of care in hospitals is also declining. The purpose of this study was to describe the relationship of quality of service inpatients with hospital patient satisfaction Tamiang Layang. Using a cross sectional study design with a sample of 52 respondents using proportional random sampling method. The instrument used was a questionnaire and the data were analyzed using chi square test. The results showed that there is a relationship between the quality of service in the dimensions of reliability (reliability), assurance (assurance), direct evidence (tangible), empathy (empathy) and responsiveness (responsiveness) and job satisfaction with each of the p-value of 0.000. It is hoped that the hospitals Tamiyang Layang can improve the quality of care that patient satisfaction with the quality of service can be increased, so as to maximize the patient's belief in the use of health services. Keywords: Hospital, quality of service, satisfaction, patient

scholarly journals FAKTOR- FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT

2021 ◽  
Vol 9 (1) ◽  
pp. 46-53
Author(s):  
Winda Lestari ◽  
Ichsan Rizany ◽  
Herry Setiawan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Journal Article ◽  
Professional Service ◽  
Satisfaction Level ◽  
Journal Articles ◽  
Care Services ◽  
Level Of Satisfaction ◽  
Degree Of Satisfaction

  ABSTRACT The low quality of service so that the level of patient satisfaction has not met the minimum service criteria, namely 95% which is influenced by several factors so that the degree of satisfaction is still low.Objective: to find out the factors that influence the satisfaction level of swamp patients in hospitalMethods: This study uses a literature review, from two electronic databases; Google Scholar and Garuda in the period 2010-2020 found ten literatures that match keywords.Results: The results of data synthesis in 10 journal articles 5 journal articles stated that the level of patient satisfaction was low due to ineffective communication, 4 journal articles stated that the level of satisfaction was low because of the quality of service, and 1 journal article stated that the level of patient satisfaction was low due to official scheduling.Discussion: Patient satisfaction with the quality of service provided by nursing personnel to clients while receiving hospital care, services, and nursing care received by patients is a form of professional service that can increase inpatient satisfaction and improve the quality of health services. Keywords: Patient, Hospitalization, Satisfaction Level.

scholarly journals Pemetaan aan Strategi Peningkatan Kualitas Layanan Jasa Wisata Taman Air Panas Darajat Pass Garut

2013 ◽  
Vol 11 (1) ◽  
pp. 10-18
Author(s):  
Fahmi Mulya Azis ◽  
◽  
Andri Ikhwana ◽  
Rina Kurniawati
Keyword(s):  
Quality Of Service ◽  
Direct Evidence ◽  
Tourism Development ◽  
Quality Service ◽  
Service Excellence ◽  
Public Facilities ◽  
Performance Matrix ◽  
Development Approach

This research will be done in Wisata Taman Air Darajat Pass Garut (DP) by spreading questionnaire customers and an interview with the owner and manager staff Electoral Area. Questionnaire consists of 25 questions which represents 5 dimensional quality of service that is direct evidence (Tangibel), reliability (reliability), tanggap (responsiveness), guarantee (assurance), and empathy (empathy). The methods used in the course of research is the method servqual and importance Performance matrix (IPM) and tourism development approach with the draft strategy the increase tourism. From 75 respondents who said that get quality of service that there are 9 is already a good and 5 that they feel it is not yet satisfying, especially in reliability (reliability) of employees to customers who have a problem when he was in the DP Area. Based on the analysis of the draft strategy tourism development, a strategy to improve the quality service excellence as well as to create services that can be used is a strategy usability comparing with the concept that has been there tourism in garut and by adding facilities such as therapy, hot spa body, and public facilities such as money charger.

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