scholarly journals Quality of Health Service Outpatient Unit UPT Puskesmas Ciputat Timur Tahun 2019

2021 ◽  
Vol 1 (1) ◽  
pp. 15-26
Author(s):  
Della Dwi Ayu ◽  
Fajar Ariyanti
Keyword(s):  
Health Services ◽  
Sampling Technique ◽  
Public Access ◽  
Survey Method ◽  
Community Satisfaction ◽  
Waiting Room ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Outpatient Health Services

One of the SDGs targets in achieving UHC is increasing access to quality essential health services. Puskesmas is the front line in providing essential health services in the community. However, several complaints were still found in the health services provided, which also decreased public access to the Puskesmas. This study aims to determine the quality of outpatient health services at the UPT Puskesmas Ciputat Timur in 2019. This research is an evaluation study using a descriptive-analytical survey method with a quantitative approach with a cross-sectional study design. The sample determination was based on the Probability Proportionate to Size sampling technique with a total sample of 341 samples according to the sample table from Krejcie and Morgan. Data were collected using a questionnaire with two methods of measuring service quality, namely Servqual and Community Satisfaction Index, and using univariate data analysis. The results of this study stated that outpatient satisfaction at the UPT Puskesmas Ciputat Timur was 2.16 (satisfactory) based on the servqual concept and 76.47 (good) based on the concept of community satisfaction index. This study concludes that the quality of outpatient health services at the UPT Puskesmas Ciputat Timur is good, although several items still need to be improved. Suggestions are needed to make information boards for patient registration requirements, increase discipline in-service time, make persuasive stickers or posters, add RM distribution officers, publish IKM results annually through the website and add waiting room seats for patients and their families.

scholarly journals INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP PELAYANAN RAWAT JALAN PESERTA BPJS KESEHATAN DI PUSKESMAS YOGYAKARTA

2020 ◽  
pp. 105-112
Author(s):  
Sri Sularsih Endartiwi
Keyword(s):  
Health Services ◽  
Health Center ◽  
Waiting Time ◽  
Health Centers ◽  
Community Satisfaction ◽  
Outpatient Services ◽  
Waiting Room ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Quota Sampling

Puskesmas Kotagede I Kodya Yogyakarta dan Puskesmas Bambanglipuro Kabupaten Bantul merupakan pelayanan publik yang memberikan pelayanan kesehatan kepada masyarakat. Masyarakat yang memanfaatkan pelayanan kesehatan di kedua puskesmas tersebut masih memberikan keluhan terkait dengan pelayanan seperti antrean di pendaftaran yang lama, ruang tunggu yang kurang karena pada waktu pasien banyak maka menunggu antreannya harus berdiri. Lama waktu tunggu antara 15 sampai 30 menit. Waktu tunggu di pelayanan farmasi atau obat juga lama kurang lebih 30 menit bahkan bisa sampai 1 jam pada waktu pengunjungnya banyak. Penelitian bertujuan untuk menentukan Indeks Kepuasan Masyarakat (IKM) yang memanfaatkan pelayanan kesehatan di puskesmas Yogyakarta. Jenis penelitian adalah penelitian survei dengan menggunakan metode deskriptif kuantitatif dengan rancangan penelitian cross sectional. Populasi penelitian ini adalah seluruh pasien peserta BPJS Kesehatan yang memanfaatkan pelayanan rawat jalan di Puskesmas Kotagede I dan Bambanglipuro. Sampel diambil secara quota sampling sebanyak 100 peserta BPJS Kesehatan, dari Puskesmas Kotagede I sebanyak 50 orang dan dari Puskesmas Bambanglipuro Bantul sebanyak 50 orang. Penelitian dilaksanakan di Puskesmas Kotagede I dan Bambanglipuro Bantul pada November 2018. Data dianalisis menggunakan perhitungan Indeks Kepuasan Masyarakat  dan disajikan dalam bentuk tabel. Hasil nilai indeks kepuasan masyarakat sebesar 3,04732 dan setelah dikonversikan sebesar 76,183 menunjukkan bahwa mutu pelayanan di Pelayanan Rawat Jalan Peserta BPJS Kesehatan di Puskesmas Yogyakarta berada pada kategori “B” atau kinerja unit pelayanan “Baik”. Unsur pelayanan tertinggi adalah unsur keamanan pelayanan yaitu sebesar 3.12 dan yang terendah adalah unsur prosedur pelayanan senilai  2,94. Kesimpulan indeks kepuasan masyarakat terhadap mutu pelayanan kesehatan di puskesmas adalah Baik.   Kotagede I Health Center, Yogyakarta District, and Bambanglipuro Health Center, Bantul District are public services that provide health services to the surrounding community. People who use health services in both health centers still give some complaints related to the services they receive such as queues at longtime registration, lack of waiting room because when there are many patients waiting for the queue to stand up. In addition, the waiting time at the time of the examination is also approximately 15 to 30 minutes. The waiting time in pharmaceutical or drug services also takes approximately 30 minutes or even up to 1 hour when there are many visitors. This study’s objective is to determine the Community Satisfaction Index  that utilizes health services in Yogyakarta health centers. This type of research is survey research using quantitative descriptive methods with a cross-sectional research design. The population in this study were all patients participating who use outpatient services at the Kotagede I and Bambanglipuro Health Center. Samples were taken by quota sampling with a total of 100 patients, from the Kotagede I health center as many as 50 people and from the Bambanglipuro Health Center Bantul as many as 50 people. The study was conducted at the Kotagede I and Bambanglipuro Health Center in November 2018. Quantitative data were analyzed using the calculation of the Community Satisfaction Index and presented in tabular form. The results of the community satisfaction index of 3.04732 and after being converted were 76.183 indicating that the quality of service in the Outpatient Services at the Yogyakarta Public Health Center was in the "B" category or the "Good" service unit performance. The highest service element is obtained service security element that is equal to 3.12 and the lowest is service element worth 2.94.

scholarly journals Hubungan Kualitas Pelayanan Rawat Inap Dengan Indeks Kepuasan Masyarakat Puskesmas Wonosari

2020 ◽  
Vol 8 (2) ◽  
pp. 16-23
Author(s):  
Lilik Mulyati
Keyword(s):  
Health Center ◽  
Service Providers ◽  
Community Health Center ◽  
Bivariate Analysis ◽  
P Value ◽  
Community Satisfaction ◽  
Cross Sectional ◽  
Spearman Rank ◽  
Satisfaction Index

Community satisfaction measurements are intended to determine the level of community satisfaction with the services provided and provide an opportunity for the community to assess the services that have been received.The design of this study is quantitative with a Cross-Sectional approach. The study was conducted by involving 59 respondents taken by accidental sampling. The study was conducted in April until May 2019 at Wonosari Health Center, Bondowoso Regency. The measuring instrument used was a questionnaire, then bivariate analysis was performed with Spearman Rank Analysis, with a significance of p = 0.05. The results of the Spearman Rank statistical test with significance levels p <0.05. Obtained p-value 0,000 which means There is a Relationship between the Quality of Inpatient Services and the Wonosari Community Health Center Community Satisfaction Index with a correlation coefficient of 0.714. The quality of inpatient care results in an index of community satisfaction when receiving health services provided. The quality of this service can ultimately provide several benefits, including the establishment of harmonious relationships between service providers and customers, providing a good basis for creating customer loyalty and building a favorable recommendation for these service providers.

scholarly journals QUALITY ANALYSIS OF HEALTH SERVICES IN PUSKESMAS X BASED ON IMPORTANCE PERFORMANCE ANALYSIS METHOD

2021 ◽  
Vol 16 (1) ◽  
pp. 66-74
Author(s):  
Mustara Mustara
Keyword(s):  
Performance Analysis ◽  
Health Services ◽  
Community Health ◽  
Community Health Centers ◽  
Sampling Technique ◽  
Health Centers ◽  
Quality Analysis ◽  
Staff Attitudes ◽  
Waiting Room

Community Health Centers is one of the leading units in providing health services to the community. Along with the increasing demands of the community for quality health services, the accredited Community Health Centers must always improve the quality of its services. This study aims to find out how the quality of health services is seen in terms of service aspects, staff attitudes, and room conditions and attributes that are considered important by patients to improved. This research is a quantitative descriptive method to the Importance Performance Analysis approach. The study population was registered patients and utilizing health services provided by the X Community Health Center. The sample in this study used a quota sampling technique with 101 respondents. Data collection instruments using a questionnaire. The analysis used is the suitability of performance with its importance to all attributes, then the attributes described in the quadrant Importance Performance Analysis. The results showed the service variables, staff attitudes, and room conditions were categorized according to the expectations of their level of importance. Puskesmas need to encourage officers to be empathetic towards patients who will seek treatment, provide answers to any questions asked, have a patient waiting room equipped with a seat, have a clean corner room, and have a clean and non-slippery floor.

scholarly journals ANALISA TINGKAT KEPUASAN PASIEN RAWAT JALAN DI INSTALASI FARMASI BUDI SETIA LANGOWAN KABUPATEN MINAHASA

PHARMACON ◽  
2019 ◽  
Vol 8 (4) ◽  
pp. 888
Author(s):  
Gerald N. P. Tulung ◽  
Gayatri Citraningtyas ◽  
Imam Jayanto
Keyword(s):  
Health Services ◽  
Outpatient Service ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Bivariate Analysis ◽  
Cross Sectional ◽  
A Value ◽  
Level Of Satisfaction ◽  
The Relationship

ABSTRACT The quality of health services is classified as good if the health services provided could cause satisfaction to each patient in accordance with the level of satisfaction of the average population who are the main target of the health service. The purpose of this study was to determine the level of satisfaction of outpatients with the quality of pharmacy services at the Pharmacy Installation at Budi Setia Langowan Hospital. This research is a cross-sectional study with the study sample determined using the accidental sampling method, which is a sampling technique by taking samples randomly. Data were taken by prospective way then analyzed using statistical methods with SPSS analysis program, using bivariate analysis to test the relationship between independent variables, namely the level of outpatient satisfaction with the dependent variable namely Outpatient Service Quality (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) given by the hospital to outpatients. The results showed that the value of outpatient patient satisfaction was at a positive index with a value of 0.07 with a CSI value of 87.74, which was in the very satisfied range, thus stating overall of the patients receiving pharmaceutical services at the Budi Setia Langowan Pharmacy Installation, had felt very satisfied. Keywords: Analysis of the level of satisfaction of outpatients, Budi Setia Langowan. ABSTRAK Kualitas pelayanan kesehatan digolongkan baik jika pelayanan kesehatan yang diberikan dapat menimbulkan rasa puas pada setiap pasien yang sesuai dengan tingkat kepuasan rata-rata penduduk yang menjadi target utama dari pelayanan kesehatan tersebut. Tujuan penelitian ini untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap kualitas pelayanan kefarmasian di Instalasi Farmasi Rumah Sakit Budi Setia Langowan. Penelitian ini merupakan penelitian cross-sectional dengan sampel penelitian ditetapkan menggunakan metode accidental sampling, yaitu teknik pengambilan sampel dengan mengambil sampel secara bebas. Data yang diambil secara prospektif  kemudian  dianalisis menggunakan metode statistik dengan program analisis SPSS, dengan menggunakan Analisis bivariat untuk melakukan uji hubungan antara variabel bebas yaitu tingkat kepuasan pasien rawat jalan dengan variabel terikat yaitu Mutu Pelayanan Rawat Jalan (Tangibles, Reliability, Responsiveness, Assurance, dan Emphaty) yang diberikan Rumah Sakit kepada pasien tawat jalan. Hasil penelitian menunjukan nilai Ikj kepuasan pasien  rawat jalan berada pada indeks positif dengan nilai 0,07 dengan nilai CSI sebesar 87,74 yang berada pada rentang sangat puas, sehingga menyatakan secara keseluruhan pasien yang menerima pelayanan kefarmasian di Instalasi Farmasi Budi Setia Langowan sudah merasa sanggat puas. Kata kunci : Analisa tingkat kepuasan pasien rawat jalan, Budi Setia Langowan.

scholarly journals Analisis Implementasi Patient Safety Terkait Peningkatan Mutu Pelayanan Kesehatan di Rumah Sakit

2017 ◽  
Vol 5 (2) ◽  
pp. 91
Author(s):  
Sumarni Sumarni
Keyword(s):  
Patient Safety ◽  
Health Services ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Worker Safety ◽  
Cluster Sampling ◽  
Cross Sectional ◽  
Ibn Sina ◽  
Quality Of Health Services

<em>Ministry of Health of the Republic of Indonesia to set out five key issues related to safety in the hospital, the Patient Safety, worker safety, the safety of buildings and equipment in hospitals that could have an impact on Patient Safety and personnel, safety of the environment that have an impact on environmental pollution and safety businesses Hospital related to the survival Hospital. Management of patient safety plays an important role in improving the quality of health services. Patient safety is the efforts of service that prioritizes patient safety. The research was conducted at Ibn Sina Hospital, the type of research is cross sectional study is a draft that examines the dynamics of the correlation between the independent variables (patient safety) and the dependent variable (improving the quality of health services) at the same time. Respondents that all officers in the field of medical care and support services at Ibn Sina Hospital. The sampling technique used is random cluster sampling technique with a population of 402 respondents sampled 304 respondents. Based on interviews with the respondents stated that the higher the safety of the patient, the better the quality of a hospital, when a patient is exposed to the incident then it will switch to other hospitals, patient safety and quality are positively correlated Hospital. The results showed that no respondents (0%) the implementation of Patient Safety classified as very weak. The percentage of respondents to the implementation of Patient Safety is very strong, strong, moderate and weak amounted to 12.25% (30 respondents), 71.57% (224 respondents), 15.69% (39 respondents) and 0.49% (11 respondents ). Based on these results it is known that the majority of respondents ie 71.57% (224 respondents) is the implementation of the Patient Safety category are classified as strong, so it can be concluded that the implementation of Patient Safety at Ibn Sina Hospital relatively strong. Based on the dimensions of most of the dimensions Implementing Patient Safety at Ibn Sina Hospital is high with dimensions on the dimension of cooperation is highest in units amounted to 97.10%.</em>

scholarly journals ANALISIS KEPUASAN KONSUMEN PERUSAHAAN OTOBUS (PO) WASPADA BENGKULU

2021 ◽  
Vol 4 (3) ◽  
pp. 69
Author(s):  
Markoni Markoni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Performance ◽  
Sampling Technique ◽  
Quality Standards ◽  
Waiting Room ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Ease Of Access

This study aims to determine the level of customer satisfaction PO Waspada Bengkulu. The sample size is 75 people, and the incidental sampling technique. Data collection using a questionnaire, and then analyzed using the Customer Satisfaction Index (CSI) method, taking into account the level of consumer interest and employee performance levels. There are ten service elements studied, which include Employee Friendliness, Service Speed, Clarity of Departure Information, Waiting Room Comfort, Environmental Security, Passenger and Goods Safety, Ease of Access, Clarity of Rights and Obligations of Passengers, Clarity of Service Procedures, and Justice in Service Delivery. Customer Satisfaction Index (CSI) PO. Waspada Bengkulu that was obtained amounted to 74.1979 including Category (B) or Good. This shows that consumers of PO.Waspada Bengkulu can be said to be satisfied with the service they receive from the Company's employees. Judging from each service in general. Consumer PO. Waspada Be ngkulu satisfied with the service they received, because of the ten Service Elements studied, only one was included in Category (C) or not good, namely the service element, while the others were included in Category (B) or Good, there was even one element. namely Excessive Access Speed due to Very Good Employee Performance (A) while the interests of Consumers are ordinary. To maintain the quality of service to consumers and consumers who are satisfied with the services provided, it is suggested to the PO Management. Waspada Bengkulu to establish Service Quality Standards and establish Guidelines for Implementation of Service Quality Standards or Standard Operating Procedures (SOPs), supervise and evaluate periodically the implementation of services to consumers.

scholarly journals ANALYSIS OF THE FACTORS AFFECTING THE QUALITY OF THE CHEMICAL AND MICROBIOLOGICAL DRINKING WATER AT THE DEPOT DRINKING WATER REFILL TULUNGAGUNG DISTRICT

2018 ◽  
Vol 1 (1) ◽  
pp. 104-112
Author(s):  
Eka Puspitasari
Keyword(s):  
Drinking Water ◽  
Microbiological Quality ◽  
Sampling Technique ◽  
Survey Method ◽  
Test Results ◽  
Raw Water ◽  
Cross Sectional ◽  
Regression Test ◽  
Independent Variable

Refill drinking water Depot is an industry that does the processing of the raw water into drinking water and sell directly to the consumer. Mn metal and bacterial Coliform is an indicator of refill drinking water polluters. This research aims to find the factors influencing the quality of Microbiology and chemistry at the depot drinking water drinking water refill Tulungagung district. Research using survey method with Cross sectional approach is analytical. The sampling technique used was Simple Random Sampling with a sample of 89 depot drinking water refill. Technique of data analysis using Regression and Logistic regression test linear. Independent variable examined was the source of raw water, the depot operator hygiene of drinking water, hygiene, sanitation, which covers three aspects namely sanitary location, building and facility sanitation. The results showed from 89 depot examined known as much as 79.8% sanitation facilities are not qualified, the value of the MPN 59.55% of eligible and levels of Mn 100% qualified. From Regresilogistik test results between independent variable with the value of the MPN indicate significance of 0.008 < (α = 0.05) on sanitation facilities are variable. This means there are influences between facilities sanitation microbiological quality of drinking water. On Linear regression test results between independent variable with the value obtained significance levels of Mn 0.47 > ((α = 0.05) which means no influence between independent variables with the chemical quality of drinking water. The lack of sanitation facilities increases the potential for bacterial contamination through the operator. Therefore the availability of on-site sanitation depot drinking water is a major factor that affects the quality of drinking water microbiology refills.

scholarly journals RELATIONSHIP BETWEEN SHARIA-BASED NURSING SERVICES AND PATIENT LOYALITY AT ISLAMIC HOSPITAL

2018 ◽  
Vol 4 (2) ◽  
pp. 109
Author(s):  
Dyah Wiji Puspita Sari ◽  
Muhammad Abdurrouf ◽  
Rismawati Rismawati
Keyword(s):  
Health Services ◽  
Health Care Providers ◽  
Sampling Technique ◽  
Good Health ◽  
P Value ◽  
Care Providers ◽  
Cross Sectional ◽  
Nursing Services ◽  
Patient Loyalty

Introduction: Sharia labeled hospitals have more responsibility in providing health services to patients. This challenge requires health care providers to compete by improving the quality of services so that patient loyalty is formed. The purpose of this study was to identify the relationship between sharia-based nursing services and patient loyalty in Semarang Hospital. Methodology: This research is a quantitative type with a cross sectional approach. Data collection using a questionnaire with the number of respondents 105 patients with total sampling technique. Results: the characteristics of respondents mostly consisted of age 36-45 (24.8%), last education elementary school 69 people (65.7%), length of stay that is 4 days a number of 35 people (33.3%), there is a relationship between services sharia-based nursing with patient loyalty at RSISA Semarang with pvalue 0.002 (p-value <0.05) with an R value (0.305). Discussion: This study can be used as a reference in improving good health services by implementing services in accordance with sharia principles so that patient loyalty is achieved.

scholarly journals Environmental Health Services and Professionals Level of Engagement in Different Sectors in Eastern Ethiopia: A Mixed Methods Study Design

2021 ◽  
Vol 15 ◽  
pp. 117863022098855
Author(s):  
Yohannes Tefera Damtew ◽  
Binyam Negussie Desta ◽  
Adey Sileshi
Keyword(s):  
Health Services ◽  
Environmental Health ◽  
Study Design ◽  
Multiple Logistic Regression Analysis ◽  
Sampling Technique ◽  
Cluster Sampling ◽  
Cross Sectional ◽  
Eastern Ethiopia ◽  
Factors Associated

Introduction: Environmental health (EH) services have a long history in Ethiopia, but data on environmental health services quality and the magnitude of environmental health professionals’ engagement has never been addressed. This study was conducted to assess the quality of environmental health services in different sectors and professionals’ level of engagement in Eastern Ethiopia. Methods: Institution based cross-sectional mixed study design was implemented. A cluster sampling technique was employed to select 83 participants. Data were collected using a pretested questionnaire and an interview guide. Descriptive, bivariate, multivariate, and thematic analysis was carried out. Results: Professionals’ performance in most services were reported to be average or low. Only 19.5% of participants responded as having good satisfaction in their job. The multiple logistic regression analysis showed factors associated with selected environmental health services. The odds of identifying environmental problems was associated with profession (adjusted odds ratio (AOR): 4.1; 95% confidence interval (CI): 1.3-7.6) and level of education (AOR: 3.1; 95%CI: 0.9-5.9). The factors contributing to introducing innovative solutions to EH problems were type of institution (AOR: 3.1, 95%CI = 1.6-9.3), profession (AOR: 3.4, 95%CI = 1.1-12.2), and level of support and emphasis offered (OR: 5.6, 95% CI = 2.2-11.9). Level of job satisfaction was also associated with the above-mentioned independent variables. Conclusion: The current study showed low level of professionals’ engagement and factors associated with the quality of environmental health services in different sectors. Therefore, Ethiopian Federal Ministry of Health and other concerned ministries, agencies, and authorities should intervene accordingly to improve the service and level of professionals’ engagement.

scholarly journals Service Quality in Public Transport Services of the Provicial Intercity Transportation (AKDP) in East Java Indonesia

2018 ◽  
Vol 1 (4) ◽  
pp. 161-169
Author(s):  
Sukesi Sukesi ◽  
Eddy Yunus
Keyword(s):  
Public Transport ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
Transport Services ◽  
Qualitative Descriptive ◽  
Intercity Transportation ◽  
Public Transport Services

Evaluating and  increasing the quality of public transport services, especially in the transport of AKDP in East Java is necessary. This study tries to (1) identify and analyze the quality of services; (2) to see the result of community satisfaction survey index (SKM); (3) The highest and lowest effects of the variables on the result of SKM index. The elements of assessment and qualitative descriptive analysis tools refer to KEP / 25 / M.PAN / 2/2004 on guidelines for the preparation of the Community Satisfaction Index and the Ministry decree No. 16 Year 2014, with nine (9) elements of the SKM assessment. This study determines the accidental sample by a random sampling technique that was done proportionally on 221 respondents.

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