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GAMBARAN PERSEPSI PASIEN TERHADAP KUALITAS PELAYANAN KESEHATAN DI RAWAT JALAN

Sumijatun Sumijatun, Selviady Selviady, Antony Antony

Abstract


Pelayanan kesehatan terhadap pasien merupakan bahan diskusi yang sarat dengan konflik, terutama setelah adanya kebijakan pelayanan bagi pengguna BPJS. Banyak sekali keluhan pasien yang cenderung  menyatakan ketidakpuasan karena menurunnya kualitas pelayanan yang diterima. Tujuan: Penelitian bertujuan mengetahui persepsi pasien terhadap kualitas pelayanan kesehatan  di Rawat Jalan RS Pertamina Bintang Amin Lampung. Metode: Penelitian deskriptif dengan rancangan Cross sectional, teknik sampling insidental, sampel sebanyak 77 orang pasien, dilakukan pengumpulan data menggunakan instrumen yang telah valid dan reliabel, yaitu Servqual: A multiple-Item Scale Parasuraman.  Instrumen ini melihat gap dari lima dimensi kualitas jasa pelayanan, yaitu tangibles, reliability, responsiveness, assurance dan emphaty.  Data dianalisis secara univariat.  Hasil: Karakteristik responden mayoritas  wanita (75,3%), usia  >50 tahun (45,4%), pendidikan SLTA (51,9%), tidak bekerja (50,6%), peserta BPJS (93,5%)  dan kunjungan ulang >5 kali sebanyak 24 orang (31,20%).  Kualitas terendah pada dimensi keandalan (74,3%) dan kualitas tertinggi pada dimensi tangibles/nyata (79,4%). Diskusi: Ditemukan adanya gap pada semua dimensi terutama pada dimensi tangibles yakni petunjuk arah bagi pasien dan dimensi reliability adanya tenaga medis yang tidak menjelaskan terlebih dahulu tindakan yang akan dilakukan serta jam buka pelayanan klinik yang tidak tepat waktu. Kesimpulan: Kualitas pelayanan kesehatan di rawat jalan masih perlu ditingkatkan terutama dengan memperbaiki petunjuk arah bagi pasien, menyarankan tenaga medis untuk menjelaskan terlebih dahulu tindakan yang akan dilakukan serta jam buka pelayanan klinik hendaknya tepat waktu sesuai dengan yang telah ditetapkan.

Kata kunci: kualitas pelayanan, pasien, rawat jalan

Overview of Patients' Perception of Healthcare Service Quality in Outpatient

ABSTRACT

Healthcare service for patients is a subject of discussion that is full of conflict, especially after a service policy for BPJS users has existed. Many complaints from patients tend to express dissatisfaction due to the declining quality of services received. Objective: This research aims to reveal the patient's perception of the quality of healthcare service at the Outpatient of Pertamina Bintang Amin Hospital in Lampung. Methods: This research is descriptive with cross sectional design. Samples were taken using incidental sampling technique with a sample size of 77 patients. Data  were collected using a valid and reliable instrument, namely Parasuraman’s Servqual: A multiple-Item Scale. This instrument assesses at the gaps in the five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance and empathy. Data were analyzed univariately. Results: The characteristics of the majority of respondents were females (75.3%), age > 50 years (45.4%), high school education (51.9%), non-working (50.6%), BPJS participants (93.5%) and 24 people making repeat visits >5 times (31.20%). The lowest quality was on the dimension of reliability (74.3%) and the highest quality was on the dimension of tangibles (79.4%). Discussion: It was found that there were gaps in all dimensions, especially in the dimension of tangibles, i.e. directions for patients, and the dimension of reliability, i.e. medical personnel did not explain in advance the actions to be taken and the opening hours of clinic services were not on time. Conclusion: The quality of healthcare service in outpatient should be improved, especially by improving directions for patients, suggesting medical personnel to explain in advance the actions to be taken and the opening hours of clinic services should be on time according to what has been established.

Keywords: service quality, patients, outpatient


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DOI: http://dx.doi.org/10.32419/jppni.v6i1.260

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Jurnal PPNI (P-ISSN: 2503-1376 ; E-ISSN: 2549-8576)