Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Ibnu Sina YW-UMI

Fridawaty Rivai, Syalwinda Lestari, Khalid Shaleh

Abstract

Making patients satisfaction as the main orientation is one of the characteristics of quality health service. This study aims to analyze patient satisfaction in relation with respondent characteristics and dimensions of service quality. This research was quantitative study with cross sectional approach on Ibnu Sina Hospital. Sample obtained were 242 people selected by consecutive sampling. Data obtained through the results of the distribution of questionnaires which were then analyzed using the Spearman correlation test. The dimensions of technical competence (p = 0.026), effectiveness, efficiency, service continuity, safety, and interpersonal relations with (p = 0.000) were dimensions that have significant relation. The dimensions of access to services (p = 0.177) and amenities (p = 0.516) were dimensions that have not a significant relation with patient satisfaction. There is a significant relationship in six of the eight dimensions of service quality. Suggestions for this study to improve the aspects of nurses' attitudes and skills, nurse awareness to identify patients, alacrity to patients, communication skills, especially nurses in conveying patient's condition to the doctor, and educate patient about risk accident at the hospital.

References

1. Amalia D, Rachmawati DA. Hubungan Indeks Kepuasan Pasien tentang Mutu Pelayanan Dimensi Kehandalan dengan Minat Berobat Kembali di RSD Kalisat Kabupaten Jember. e-Jurnal Pustaka Kesehatan. 2018;6(2):278–284.

2. Stephen R, Luthan P. Perilaku Organisasi. Jakarta: Rineka Cipta; 2008.

3. I S, FD Z, AY L. Patient Perceptions of Servicescape in Healthcare: A Systematic Review of the Literature. Journal of Healthcare Management. 2018;63(2):94–104.

4. Brown LD, Franco LM, Rafeh N, Hatzell T. Quality Assurance In Health Care of Developing Countries. Bethesda USA: Quality Assurance Project; 1998.

5. Kotler P. Manajemen Pemasaran Edisi Milenium. Jakarta: PT. Prenhallindo; 2002.

6. Supartiningsih S. Kualitas Pelayanan Kepuasan Pasien Rumah Sakit: Kasus pada Pasien Rawat Jalan. Jurnal Medicoeticolegal dan Manajemen Rumah Sakit. 2017;6(1):9–15.

7. RS Ibnu Sina YW-UMI. Data Kunjungan Pasien Instalasi Rawat Inap. Makassar: Rumah Sakit Ibnu Sina YW-UMI; 2018.

8. RS Ibnu Sina YW-UMI. Data Kepuasan Pasien Instalasi Rawat Inap. Makassar: Rumah Sakit Ibnu Sina YW-UMI; 2018.

9. Sidenö L, Hmaidouch R, Brandt J, Krockow N Von, Weigl P. Satisfaction Level in Dental-Phobic Patients with Implant-Supported Rehabilitation Performed Under General Anaesthesia: a Prospective Study. BMC Oral Health. 2018;18(182):1–9.

10. Trisnantoro L. Memahami Penggunaan Ilmu Ekonomi dalam Manajemen Rumah Sakit. Yogyakarta: Gajah Mada University Press; 2005.

11. Barata AA. Dasar-Dasar Pelayanan Prima. Jakarta: PT Elex Media Komputindo; 2006.

12. BPJS Kesehatan. Indeks Kepuasan Peserta dan Faskes Terhadap BPJS Kesehatan Sukses Lampaui Target [Internet]. Jakarta: Badan Penyelenggara Jaminan Kesehatan; 2015.

13. Tyser AR, Abtahi AM, Presson P.A., McFadden M. Evidence of Non-Response Bias in the Press-Ganey Patient Satisfaction Survey. BMC Health Services Research. 2016;16(350):1-6.

14. Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM, Amenta P. Determinants of Patient Satisfaction: a Systematic Review. Perspect in Public Health. 2017:137(2):89-101.

15. Utama PY, Prihartini AE, Listyorini S. Analisis Tingkat Kepuasan Pasien Rawat Inap Rumah Sakit Islam Sultan Agung Semarang Dilihat dari Dimensi Kualitas Pelayanan. Jurnal Ilmu Administrasi Bisnis. 2013;2(2):1–9.

16. Ikbal M. Faktor-faktor yang Berhubungan dengan Kepuasan Pasien Rawat Jalan Rumah Sakit. Jurnal Ilmu Kesehatan. 2018;17(3):15–22.

17. C Duffield, M Roche, L O' Brien P, C Catling P. Implications of Staff “Churn” for Nurse Managers, Staff, and Patients. Noursing Economics. 2009:27(2):103–110.

18. Jalil A, Zakar R, Zakar MZ, Fischer F. Patient Satisfaction with Doctor-Patient Interactions: a Mixed Methods Study among Diabetes Mellitus Patients in Pakistan. BMC Health Services Research. 2017;17(1):1–13.

19. Schiffman L, Kanuk L. Perilaku Konsumen. Jakarta: PT. Indeks; 2008.

20. Bruin-kooistra MDE, Marianne P, Buitendijk SE. Finding the Right Indicators for Assessing Quality Midwifery Care. International Journal for Quality in Health Care. 2012;24(3):301–310.

21. Leleu H, Al-Amin M, Rosko M, Valdmanis VG. a Robust Analysis of Hospital Efficiency and Factors Affecting Variability. Health Services Management Research. 2018;31(1):33–42.

22. Krowinski, William. Measuring and Managing Patient Satisfaction. American Hospital Publishing Inc; 2006.

23. Dayal, Hort K. What are Effective Policy Options for Governments in Low and Middle Income Countries to Improve and Regulate the Quality of Ambulatory Care. In: Asia Pacific Observatory On Health Systems And Policies. WHO; 2015.

24. Fatima T, Malik SA, Shabbir A. Hospital Healthcare Service Quality, Patient Satisfaction and Loyalty: an Investigation in Context of Private Healthcare Systems. International Journal of Quality & Reliability Management. 2018;35(6):1195–1214.

25. Lv Y, Xue C, Ge Y, Ye F, Liu X, Liu Y, et al. Analysis of Factors Influencing Inpatient and Outpatient Satisfaction With the Chinese Military Health Service. PLoS One. 2016;11(3):1–14.

26. Boyer L, Francois P, Doutre E, Weil G, Labarere J. Perception and Use of the Results of Patient Satisfaction Surveys by Care Providers in a French Teaching Hospital. International Journal for Quality Health Care. 2006;18(5):359–364.

27. Bancin ES, Aini F, Gunawan R. Pengaruh Faktor Waktu Pelayanan Kenyamanan dan Keistimewaan dan Hubungan antar Manuisa terhadap Kepuasan Pasien Pengguna BPJS di Instalasi Rawat Inap RSUD Aceh Singkil. Jurnal Rekam Medic. 2018;1(1):41–52.

Authors

Fridawaty Rivai
fridarivai@yahoo.com (Primary Contact)
Syalwinda Lestari
Khalid Shaleh
Rivai, F., Lestari, S., & Shaleh, K. (2020). Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Ibnu Sina YW-UMI. Media Kesehatan Masyarakat Indonesia, 16(1), 38-47. Retrieved from https://journal.unhas.ac.id/index.php/mkmi/article/view/9068

Article Details