Analisis Mutu Pelayanan Terhadap Kepuasan Pasien di Klinik Romana

Abstrak

Mutu pelayanan merupakan salah satu syarat pelayanan medis. Kualitas diperlukan untuk menunjukkan bahwa layanan  unggul dan bermanfaat. Pelayanan kesehatan yang berkualitas diperlukan bagi pasien dan masyarakat, juga dengan biaya  terjangkau berdasarkan daya beli masyarakat dan mempertimbangkan standar dan intervensi yang dianggap aman, dan berpotensi mendorong kesehatan. Tujuan penelitian ini adalah untuk melihat apakah pasien yang menggunakan pelayanan kesehatan di Klinik Romana merasa puas dan sesuai harapan sebelum menerima pelaayanan kesehatan yang didasari dengan lima dimensi mutu pelayanan kesehatan yaitu bukti fisik (tangible), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy). Jenis penelitian ini termasuk penelitian kuantitatif dengan desain penelitian berupa survei yang menggunakan pendekatan cross sectional. Populasi penelitian ini adalah seluruh pasien di Klinik Romana dengan jumlah sample sebanyak 35 orang. Penelitian ini menggunakan instrumen penelitian berupa kuisioner untuk pengumpulan data yang kemudian dilakukan uji validitas dan reliabilitas untuk menguji keabsahan kuisioner. Sampel diambil dengan menggunakan teknik simple random sampling. Metode analisis data yang digunakan berupa analisis univariat, bivariat, dan multivariat. Hasil penelitian diperoleh data bahwa responden yang merasa puas terhadap semua pelayanan di Klinik Romana sebanyak 14 orang dengan persentase 41,2%. Responden yang merasa sangat puas terhadap seluruh pelayanan di Klinik Romana sebanyak 20 orang dengan persentase 58,8%. Pada analisis mutu pelayanan, ditemukannya hasil bahwa mutu pelayanan berpengaruh terhadap kepuasan pasien di Klinik Romana. Pasien merasa merasa puas dilihat dari seluruh tindakan yang diberikan oleh Klinik yang dapat dilihat dari lima dimensi mutu. Mutu pelayanan pada Klinik Romana Perlu ditingkatkan kembali sehingga seluruh pasien dapat merasakan pelayanan yang berkualitas.

Quality of service is one of the requirements for medical services. Quality is needed to show that the service is superior and useful. Quality health services are needed for patients and society, also at affordable costs based on people's purchasing power and considering standards and interventions that are considered safe, and have the potential to promote health. The aim of this research is to see whether patients who use health services at the Romana Clinic feel satisfied and meet expectations before receiving health services based on five dimensions of health service quality, namely physical evidence (tangible), reliability, responsiveness, assurance, empathy. This type of research includes quantitative research with a research design in the form of a survey using a cross-sectional approach. The population of this study was all patients at the Romana Clinic with a sample size of 35 people. This research uses a research instrument in the form of a questionnaire for data collection and then validity and reliability tests are carried out to test the validity of the questionnaire. Samples were taken using simple random sampling technique. The data analysis methods used are univariate, bivariate and multivariate analysis. The research results showed that 14 respondents were satisfied with all services at the Romana Clinic with a percentage of 41.2%. There were 20 respondents who were very satisfied with all services at the Romana Clinic with a percentage of 58.8%. In the analysis of service quality, the results were found that service quality had an influence on patient satisfaction at the Romana Clinic. Patients feel satisfied as seen from all the actions provided by the Clinic which can be seen from the five dimensions of quality. The quality of service at the Romana Clinic needs to be improved so that all patients can experience quality service.