Shinta Ayu Respati, 6411411220 (2015) HUBUNGAN MUTU PELAYANAN KESEHATAN DENGAN TINGKAT KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS HALMAHERA KOTASEMARANG TAHUN 2014. Under Graduates thesis, UNIVERSITAS NEGERI SEMARANG.

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Abstract

Mutu pelayanan kesehatan menunjukkan tingkat kesempurnaan pelayanan kesehatan dalam menimbulkan rasa puas pada diri pasien. Puskesmas Halmahera menerapkan sistem penjaminan mutu ISO 9001:2008 dengan rawat inap sebagai program unggulan. Indikator pelayanan rawat inap Puskesmas Halmahera (BOR dan LOS) tahun 2010-2013 masih dibawah standar dan survei kepuasan tidak dilakukan berkala. Jenis penelitian ini adalah survey eksplanatory dengan pendekatan cross sectional. Teknik yang digunakan dalam pengambilan sampel adalah purposive sampling yaitu teknik pengambilan sampel dengan pertimbangan tertentu. Jumlah sampelnya adalah 86. Hasil penelitian ini menunjukkan ada hubungan antara mutu pelayanan kesehatan dimensi reliability (0,008<0,005), dimensi assurance (0,043<0,05), dimensi tangible (0,005<0,05), dimensi empathy (0,005<0,05), dimensi responsiveness (0,001<0,05) dengan kepuasan pasien. Kesimpulan penelitian ini adanya hubungan mutu pelayanan kesehatan (reliability, assurance, tangible, empathy, dan responsiveness) dengan kepuasan pasien rawat inap Puskesmas Halmahera tahun 2014. Saran yang dapat diberikan yaitu mempertahankan mutu pelayanan rawat inap Puskesmas Halmahera, melakukan survei kepuasan pasien berkala dan berkesinambungan. The quality of health services indicates healthcare perfection level in achieving patient’s satisfaction. Halmahera clinic applies health quality assurance system of ISO 9001:2008 with hospitalization as a flagship program. The indicator of hospitalization service of Halmahera clinic (BOR and LOS) in 2010-2013 was still below the standard and the satisfactory survey was not conducted regularly. The type of this research is an explanatory survey with cross sectional approach. The techniques used in taking the sample is a purposive sampling which applied certain considerations in taking the sample. The number of sample is 86. The results of this research show that there is relation between the quality of health service dimension of reliability (0,008<0,05), dimension of assurance (0,043<0,05), tangible dimension (0,005<0,5), empathy dimension (0,005<0,05), responsiveness dimension (0,001<0,05) with patient’s satisfaction. The conclusion of this study is there is relationship between health service quality (reliability, assurance, tangible, empathy, and responsiveness) and the satisfaction of hospitalized patients of Halmahera clinic in 2014. Advices given to maintain the service quality of hospitalization of Halmahera clinic. Moreover, periodic survey of patient’s satisfaction should be conducted to maintain continuous improvement.

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