Pengaruh Pelaksanaan Akreditasi Puskesmas terhadap Kepuasan Pasien
Abstract
Since the enactment of the National Health Insurance (JKN) policy, all Primary Health Care in Indonesiamust follow accreditation. Through accreditation, it is expected that the quality of Primary Health Care serviceswill increase, one of which can be seen from the increase in patient satisfaction. This study was conducted toanalyze the effect of accreditation on patient satisfaction. The study was conducted on 90 Primary Health Carepatients who had visited the Primary Health Care before and after accreditation. Data retrieval has been donecrossectionally. The paired-sample T test was conducted to see the significance of differences in satisfactionscores before and after accreditation. The results showed that there were significant differences in satisfactionscores between before and after accreditation for the dimensions of responsiveness, credibility, competence,communication, security, access, courtesy, understanding customer and tangibles. In the reliability dimensionno significant differences were found. While specifically for the cutomer understanding dimension there was adecrease in satisfaction scores after accreditation. Therefore, it is important for Primary Health Care to improvetheir service systems, especially related to fulfilling service promises that have been set as quality objectives.Dissemination of information to the public must be improved, so that the public becomes aware of the existence ofprograms run by the Primary Health Care, such as accreditation.
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2. Gupta KS, Rokade V. Importance of Quality in Health Care Sector : A Review. Journal of Health Management. 2016;18(1):1–11.
3. World Health Organization. Quality and Accreditation in Health Care Services: a Global review [Online]. Geneva: World Health Organization; 2003. Available from: http://whqlibdoc.who.int/hq/2003/WHO_EIP_ OSD_2003.1.pdf
4. Desveaux L, Mitchell JI, Shaw J, Ivers N. Understanding the Impact of Accreditation on Quality in Healthcare: A Grounded Theory Approach. International Journal for Quality Health Care. 2017:29(7);1–7.
5. Hoag BG, Ritschard H V., Cooper CL. Obstacles to Effective Organizational Change: The Underlying Reasons. Leadership and Organization Development Journal. 2002;23(1):6–15.
6. Avey JB, Wernsing TS, Luthans F. Can Positive Employees Help Positive Organizational Change? Impact of Psychological Capital and Emotions on Relevant Attitudes and Behaviors. Journal of Applied Behavioral Science. 2008;44(1):48–70.
7. Devkaran, S., O’Farrell P. The Impact of Hospital Accreditation on Quality Measures: an Interrupted Time Series Analysis. BMJ Health Services Research. 2015:15(137);1-14.
8. Yousefinezhadi, Taraneh, Mosadeghrad, Ali Mohammad, Arab, Mohammad, Ramezani, Mozhdeh, Sari AA. An Analysis of Hospital Accreditation Policy in Iran. Iranian Journal of Public Health. 2017;46(10):1347–1358.
9. Yarimoglu, E.K. A Review on Dimensions of Service Quality Models. Journal of Marketing Management. 2014:2(2);79-93.
10. Kementerian Kesehatan RI. Standar Akreditasi Puskesmas. Jakarta: Direktorat Jenderal Bina Upaya Kesehatan, Kementerian Kesehatan RI; 2014.
11. Ferrand YB, Siemens J, Weathers D, Fredendall LD, Choi Y, Pirrallo RG, et al. Patient Satisfaction with Healthcare Services a Critical Review. Quality Management Journal. 2017;23(4):6–22.
12. Supriyanto, S., Wulandari RD. Manajemen Mutu Pelayanan Kesehatan. Surabaya: Health Advocacy; 2011.
13. Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM, Amenta P. Determinants of Patient Satisfaction: A Systematic Review. SAGE Journals. 2016;137(2):89–101.
14. Fatima I, Humayun A, Iqbal U, Shafiq M. Dimensions of Service Quality in Healthcare: a Systematic Review of Literature. International Journal Quality Health Care. 2019;31(1):11–29.
15. Respati SA. Hubungan Mutu Pelayanan Kesehatan dengan Tingkat Kepuasan Pasien Rawat Inap di puskesmas Halmahera Kota Semarang Tahun 2014. [Skripsi]. Semarang Universitas Negeri Semarang; 2015. Available at: https://lib.unnes.ac.id/20257/1/6411411220-S.pdf
16. Mirshanti F. Pengaruh Status Akreditasi Puskesmas, Faktor Sosial Ekonomi dan Jenis Asuransi Pasien terhadap Kualitas Pelayanan dan Kepuasan Pasien di Puskesmas. [Skripsi]. Surakarta: Universitas Sebelas Maret; 2017.[Online]. Available at:https://eprints.uns.ac.id/39498/1/S021508013_pendahuluan.pdf
17. Yewen MR, Korompis GEE, Kolibu FK. Hubungan antara Status Akreditasi Puskesmas dengan Tingkat Kepuasan Pasien di Kota Sorong Provinsi Papua Barat. Jurnal Kesehatan Masyarakat. 2018;7(5).
18. El-Jardali F, Hemadeh R, Jaafar M, Sagherian L, El-Skaff R, Mdeihly R, et al. The Impact of Accreditation of Public Healthcare Centers: Successes, Challenges and Policy Implications as Perceived by Healthcare Providers and Directors in Lebanon. BMC Health Services Research. 2014;14(86).
19. Hazfiarini A, Ernawaty. Indeks Kepuasan Pasien BPJS Kesehatan terhadap Pelayanan Rumah Sakit Mata Masyarakat Jawa Timur. Jurnal Administrasi Kesehatan Indonesia. 2016;4(2):77–85.
Authors
Wulandari, R. D., Ridho, I. A., Supriyanto, S., Qomaruddin, M. B., Damayanti, N. A., Laksono, A. D., & Rassa, A. N. F. (2019). Pengaruh Pelaksanaan Akreditasi Puskesmas terhadap Kepuasan Pasien. Media Kesehatan Masyarakat Indonesia, 15(3), 228-236. https://doi.org/10.30597/mkmi.v15i3.6195
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