EVALUASI KUALITAS PELAYANAN KESEHATAN DASAR TERHADAP KEPUASAN PASIEN DI PUSKESMAS KOTA BUKITTINGGI TAHUN 2020

2020 ◽  
Vol 1 (2) ◽  
pp. 98-109
Author(s):  
Sriyus Yus Angelia ◽  
Sari Asih Utami ◽  
Mezza Yanti ◽  
Ratna Willys ◽  
Sumihardi Sumihardi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Information Provision ◽  
Distribution Data ◽  
P Value ◽  
A Value ◽  
Data Collection Technique ◽  
Satisfaction With Services

This research was based on the results of the BPJS assessment of the Guguk Panjang Health Center where the impression value of the Guguk Panjang Health Center was 66.25%. The research method used is a quantitative approach. The data collection technique used was questionnaire distribution. Data analysis used Outer Loading and Inner Loading analysis, while data processing was assisted by using SemPLS software. Based on the results of the study, the authors concluded that the quality of basic health services has a relationship with patient satisfaction. There is a relationship between the dimensions of service quality simultaneously. From the research results, it was obtained that the dimension of the service quality variable that had the greatest impact on patient satisfaction was the dimension of Assurance (Keteramplan) with an Original Sample value of 0.22. (p. Value 0.50%). Whereas for the officer reliability dimension there is no relationship with patient satisfaction with a hypothesis value of 0.449 0.05 as well as the dimensions of responsiveness and information provision there is no relationship with patient satisfaction with a value of 0.535 0.04. Thus, patient satisfaction with services at the Puskesmas Kota Bukittinggi is prioritized for improvement in the dimensions of reliability and responsiveness of officers.Penelitian ini dilatar belakangi dari hasil penilaian BPJS  terhadap Puskesmas Guguk Panjang dimana Nilai Kesan terhadap Puskesmas Guguk Panjang 66,25%. Metode penelitian yang digunakan adalah dengan pendekatan kuantitatif. Teknik pengumpulan data yang digunakan adalah penyebaran kuesioner. Analisis data menggunakan Analisis Outer Loading dan Inner Loading, sedangkan pengolahan data dibantu dengan menggunakan software SemPLS. Berdasarkan hasil penelitian, penulis membuat kesimpulan bahwa kualitas pelayanan kesehatan dasar ada hubungan dengan kepuasan pasien. Ada hubungan antara dimensi-dimensi kualitas pelayanan secara simultan. Dari hasil penelitian diperoleh data bahwa dimensi variabel kualitas pelayanan yang paling besar terhadap kepuasan pasien adalah dimensi Assurance (Keteramplan) dengan nilai Original Sampel 0, 222 yang kedua adalah kenyamanan lingkungan dengan hasil hipotesa (p value 0,017), sedangkan dimensi yang kecil adalah dimensi Empathy (p. Value 0.50%). Sedangkan untuk dimensi Kehandalan Petugas tidak ada hubungan dengan Kepuasan Pasien dengan nilai hipotesa 0,449 0,05 begitu juga dengan dimensi Daya tanggap dan pemberian informasi tidak ada hubungan dengan kepuasan pasien dengan nilai 0,535 0,04. Dengan demikian kepuasan pasien terhadap pelayanan di Puskesmas Kota Bukittinggi diutamakan peningkatan pada dimensi Kehandalan dan Daya Tanggap Petugas.

scholarly journals PATIENT SATISFACTION ANALYSIS BASED ON SERVICE QUALITY ASSESSMENT AND TRUST IN HEALTH FACILITIES

2021 ◽  
Vol 10 (2) ◽  
pp. 105-113
Author(s):  
Agus Aan Adriansyah ◽  
Makki Makki ◽  
Budhi Setianto ◽  
Nikmatus Sa’adah ◽  
Indah Lestari ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Binary Logistic Regression ◽  
Sampling Technique ◽  
P Value ◽  
Cross Sectional ◽  
Perceived Service Quality ◽  
Almost All

Health centers have an important role to provide the best service to the community. One of the problems in the outpatient installation of the Tambelangan Health Center is the decrease in the number of patient visits. It is necessary to evaluate the quality of service so that patients put their trust and then reuse the service until they feel satisfied. The purpose of this study was to analyze the effect of service quality and trust on patient satisfaction. This research is included in the type of analytic observational using a cross-sectional approach. The sample size is 100 patients who seek treatment at the outpatient installation of the Tambelangan Health Center. The sampling technique was carried out by systematic random sampling. Data were obtained directly through the perception of the patient's assessment of the perceived service quality, their trust in the facilities and services received and including the satisfaction that the patient felt through the questionnaire instrument. The data obtained were then analyzed using binary logistic regression. The results showed that all patients (86%) stated that the overall dimensions of service quality were good, and almost all patients (81%) stated that they had believed and almost all respondents (84%) stated that they were satisfied with the service at the Outpatient Installation of the Tambelangan Health Center. Furthermore, service quality has a significant effect on patient satisfaction (p-value = 0.022) and trust has a significant effect on patient satisfaction (p-value = 0.006). The conclusion of the study shows that service quality and trust can affect patient 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

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

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.

scholarly journals ANALISIS KUALITAS PELAYANAN, SARANA PRASARANA DAN LINGKUNGAN TERHADAP KEPUASAN PASIEN

2019 ◽  
Vol 7 (2) ◽  
pp. 39
Author(s):  
Sripina Ulandari ◽  
Sunarsih Yudawati
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Data Analysis ◽  
Linear Regression ◽  
Health Center ◽  
Sampling Technique ◽  
Quality Of Services ◽  
P Value ◽  
The Relationship

The puskesmas must still be able to maintain the quality of services supported by adequate facilities and infrastructure and be supported by the creation of a clean, beautiful, neat and pleasant environment so as to meet the expectations or needs of patients. The purpose of this study was to analyze the relationship between the quality of services, facilities and the environment for patient satisfaction at Pujon Health Center Malang Regency.The type of research used is explanatory reset. The sampling technique used was purposive sampling. The sample in this study were patients who came to treatment (at least 2 times treatment) or patients who had used services to the Health Center as many as 150 respondents. Collecting data uses observation techniques, interviews, questionnaires and documentation. The data analysis used is multiple linear regression. Based on the results of the study prove the existence of a significant influence between the quality of service, infrastructure and environment on patient satisfaction in Health Center (p-value 0.034

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

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

<p><em>This research is a</em><em> 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 </em><em>tigo baleh</em><em> 2014</em><em>, 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 &lt;a (0.035 &lt;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.</em></p><p><em>Mutu pelayanan dalam kesehatan sangat mempengaruhi kepuasan pasien.</em><em>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.</em><em> </em><em>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.</em><em> </em><em>Berdasarkan uji statistik didapatkan   p value  = 0,067 sehingga bila dibandingkan dengan a = 0,10 maka  p value &lt; a ( 0,035 &lt; 0,10 ) maka dapat ditarik kesimpulan ada hubungan antara pemberian mutu pelayanan dengan kepuasan pasien dipuskesmas tigo baleh Bukittinggi tahun 2014.</em><em> </em><em>Berdasarkan hasil analisis tersebut dapat disimpulkan bahwa terdapat hubungan</em><em> 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.</em></p>

scholarly journals Relationship between Service Quality on Public Health Center and Patient Satisfaction

2017 ◽  
Vol 9 (7) ◽  
pp. 96 ◽  
Author(s):  
Fuad Husain Akbar ◽  
Muhammad Tegar Jaya
Keyword(s):  
Public Health ◽  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Health Center ◽  
Services Quality ◽  
Service Center ◽  
Public Health Center ◽  
Patients Satisfaction

INTRODUCTION: The aim of this study was to examine the relationship between services quality on public health center and patient satisfaction in Kutai Kartanegara Regency, Indonesia.METHOD: This research used pilot pathfinder survey, which was done on February 23rd-25th 2017 in Kutai Kartanegara Regency, Indonesia. Two questionnaires were used in the study. During the data collection, there were 192 patients from the health service center, it was consisted two locations representing the urban and rural area in order to describe the quality of health service towards the patients’ satisfaction. In order to investigate the correlation between the quality of health service and patient satisfaction, Pearson correlation test was conducted.RESULT: The highest score regarding of the service quality was on the dimension of the doctors and pharmacy were 99.5%. The lowest level of patients’ satisfaction on assurance and empathy dimension were 10.4%. There was a significance between the service quality of the doctors, nurses, pharmacy, and the administrators towards the patients’ satisfaction. The highest score of the coefficient correlation on the nurse dimension was 0.273, which means that the nurses were giving good services quality and it affects the people’s satisfaction.CONCLUSION: A good service quality believes would affect the people’s satisfaction which generally affects people’s decision to choose health service provider. Health service center is expected to increase their environmental condition, and the professionalism of the nurses and registration officers in terms of their awareness and performance in order to create better services.

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 Komunikasi Interpersonal Petugas Pendaftaran Pasien Terhadap Kepuasan Pelayanan di Puskesmas Karang Pule

2019 ◽  
Vol 1 (1) ◽  
pp. 14-21
Author(s):  
Syamsudin ◽  
Ria Rahmatul Istiqomah ◽  
Heru Purnama
Keyword(s):  
Patient Satisfaction ◽  
Health Center ◽  
Interpersonal Communication ◽  
Sampling Method ◽  
Cross Sectional ◽  
Patient Registration ◽  
Study Population ◽  
Quantitative Descriptive ◽  
Satisfaction With Services

Interpersonal communication is communication that occurs between two or more, which is usually not formally regulated. Satisfaction of health services is achieved if what the patient gets exceeds his expectations. The design of this research is quantitative descriptive that aims to see the picture of patient satisfaction can further improve the quality of service. The variables of this study were patient satisfaction with services in Karang Pule Health Center in Mataram City which included registration counters with subvariables of empathy, openness, equality and support. To identify the level of patient satisfaction with the service process by the patient registration officer at the Karang Pule Health Center in MataramCity, based on 4 interpersonal communication attitudes namely empathy, openness, equality and support. To find out the picture of interpersonal communication on patient satisfaction at the service at Karang Pule Health Center, Mataram City.This research method is quantitative descriptive is a scientific observation and is carried out carefully and carefully so that the results are more accurate and precise. The study population was visitors to the Karang Pule Health Center in Mataram City in December 2018. The sampling method was using the Slovin formula. Samples were taken 97 patients in PuskesmasPularang, Mataram City. Data analysis techniques used a cross sectional approach. The conclusion of the research conducted Karang Pule Puskesmas showed that the quality of services provided by the Puskesmas was saticsfactory.

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PESERTA BPJS DI PUSKESMAS PANDIAN KABUPATEN SUMENEP

2016 ◽  
Vol 2 (02) ◽  
Author(s):  
Rila Rindi Antina
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Quantitative Research ◽  
Care Patient ◽  
Quality Of Services ◽  
High Satisfaction ◽  
Quality Health ◽  
Study Population

Patient satisfaction as users of services is one indicator in assessing the quality of services at the health center. High satisfaction will show the success of the health center in providing quality health services. After a preliminary study showed that there are patients who are not satisfied with the services provided. The purpose of this study was to analyze the influence of service quality on patient satisfaction BPJS participants in Puskesmas Pandian Sumenep.Type of quantitative research. The study population was a participant at the health center BPJS Pandian Sumenep much as 225 respondents and a sample of 144 respondents. Data collection techniques using variable measurement based questionnaire with Likert scale. Analysis of data using statistical Spearment Rank test.Hypothesis test results ρ value: 0.00 and 0.05 α so that it can be concluded that the ρ value <α and can be described that the value of H0 that there is a relationship between service quality and patient satisfaction.The results of this study indicate that service quality has a significant influence on patient satisfaction, hence providing health care should pay attention to the quality of services provided.Keywords: Quality of Care, Patient Satisfaction

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