TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN DAN FASILITAS KESEHATAN LEVEL OF PATIENT SATISFACTION TOWARD SERVICE AND HEALTH FACILITIES

Abstract

Pelayanan kesehatan Rumah Sakit adalah pembangunan manusia seutuhnya yang tidak hanya mengutamakan penyembuhan dan pemilihan kesehatan, tapi kepuasan dalam pelayanan yang diberikan oleh rumah sakit. Tujuan penelitian adalah mengidentifikasi tingkat kepuasan pasien tentang pelayanan kesehatan di IRD Medik RSU Dr. Soetomo Surabaya. Desain penelitian yang digunakan adalah deskriptif dengan  pendekatan Cross Sectional Study. Populasi penelitian adalah seluruh pasien yang dirawat dalam kondisi sadar dan stabil di IRD Medik Lt. I. RSU Dr. Soetomo Surabaya. Jumlah populasi sebanyak 30 orang. Variabel penelitian adalah tingkat kepuasan pasien tentang pelayanan dan fasilitas kesehatan di IRD Medik RSU Dr. Soetomo Surabaya. Hasil  penelitian menunjukkan sebagian besar (72,4%) pasien menyatakan puas terhadap pelayanan medis, hampir setengahnya (48,3%) menyatakan puas terhadap pelayanan perawatan; sebagaian besar (51,7%) menyatakan puas terhadap pelayanan adminitrasi; dan sebagaian besar (55,2%) menyatakan puas terhadap fasilitas kesehatan. Disarankan bagi petugas kesehatan tetap mepertahankan pertasi kerja dan bagi institusi pelayanan kesehatan melakukan evaluasi secara kontinu terhadap pelayanan petugas kesehatan.

Kata Kunci: Kepuasan, pelayanan, medis, keperawatan, fasilitas kesehatan

ABSTRACT

Health service hospital is a fully human development that not only prioritizes healing and wellness election, but satisfaction in the delivery of services provided by the hospital. Along with the socio-economic situation of society is increasing is also necessary to improve the quality or the quality of health services. The study design used is descriptive. Samples were taken based on the criteria of the samples made by researchers with non-probability sampling. The level of patient satisfaction to medical care in the IRD acquired majority (72.4%) said they were satisfied. The level of patient satisfaction to nursing care in IRD found nearly half (48.3%) said they were satisfied. The level of satisfaction of patients to health facilities in IRD acquired majority (55.2%) said they were satisfied. The level of patient satisfaction for administrative services at IRD acquired majority (51.7%)  they were satisfied and almost half (41.3%) were very satisfied.

Keywords : Satisfaction, services, medical, nursing, hospital facilities

Korespondensi : jln. Prof. Dr. Moestopo no. 8c Surabaya, telp: 031- 5038487