The Analysis of Patient Satisfaction with Services at Genteng Regional Public Hospital
DOI:
https://doi.org/10.54832/phj.v7i2.1225Keywords:
Satisfaction, Patient, Service, HospitalAbstract
Introduction: Getting complete health services is a privilege that patients must obtain. Patient satisfaction is a key element that can influence the patient's desire to reuse health services. Therefore, Genteng Regional Public Hospital needs to conduct periodic satisfaction surveys to maintain patient satisfaction periodically. Objectives: This study aims to determine patient satisfaction with services at Genteng Regional Hospital. This study was conducted in September-November 2024. Methods: This research design uses quantitative descriptive. The population in this study was 256 people, with a sample size of 150 people, who were obtained using the Krecjie Morgan table, were selected using a simple random sampling technique, and spread across 43 rooms, polyclinics, and units at the RSUD Genteng Banyuwangi. The variables used are patient satisfaction and service. The questionnaire contains 12 elements: service requirements, service procedures, service time, service schedule, service costs, service type products, indications of negligence, communication competence, service expertise, implementer behavior, handling of complaints, suggestions and input, facilities, and infrastructure with 58 statements. Results: This research consists of 12 elements and each shows the following results: (1)elements of service requirements with a value of 98.375 (Quality Value A); (2) elements of service procedures with a value of 97.611 (Quality Value A); (3) elements of service time with a value of 95.917% (Quality Value A); (4) elements of service schedule suitability with a value of 96.917% (Quality Value A); (5) elements of service costs of 96.861% (Quality Value A); (6) elements of service products of 97.250% (Quality Value A); (7) elements of indications of negligence with a value of 96.833% (Quality Value A); (8) elements of communication competence with a value of 97% (Quality Value A); (9) elements of service expertise with a value of 97% (Quality Value A); (10) elements of implementer behavior with a value of 96.867% (Quality Value A); (11) Complaints, suggestions and input elements with a value of 97.250% (Quality Value A); (12) elements.Conclusions: Based on the research results, the patient satisfaction value for services at Genteng Regional Hospital, Banyuwangi Regency, was 96.911%, which means that patients feel very satisfied and the quality of service is A.
Downloads
References
Andrila, A. P., & Attawyuni, A. S. (2024). Hubungan kepuasan pasien dengan minat pasien dalam pemanfaatan ulang pelayanan kesehatan di Klinik Payakumbuh Eye Center. INNOVATIVE: Journal Of Social Science Research, 4(4), 13923–13931. https://doi.org/https://doi.org/10.31004/innovative.v4i4.14740
Boykins, A. D. (2014). Core communication competencies in patient-centered care. ABNF J, 25(2), 20–25.
Gaurifa, E. P. (2019). Gambaran waktu tunggu pasien rawat jalan di rumah sakit Santa Elisabeth Medan tahun 2019. Sekolah Tinggi Ilmu Kesehatan Santa Elisabeth Medan.
Hidayat, N., & Yuliatno, T. (2022). Pengukuran Indeks Kepuasan Masyarakat (IKM) pelayanan kesehatan di Puskesmas Kabupaten Bengkayang, Kalimantan Barat. Jurnal JOUBAHS, 2(1), 47–60. https://doi.org/10.47080/joubahs.v2i01.1896
Khan, H., & Singh, A. K. (2021). A study on waiting time of the OPD patient in a Multispecialty Hospital. International Journal for Research in Applied Science and Engineering Technology (IJRASET), 9(XII), 1343–1346. https://doi.org/10.22214/ijraset.2021.39532
Kim, B., Lee, S. Y., An, G. J., Lee, G., & Yun, H. J. (2019). Influence of communication competency and nursing work environment on job satisfaction in hospital nurses. Journal of Health Informatics and Statistics, 44(2), 189–197. https://doi.org/10.21032/jhis.2019.44.2.189
Kim, S. H., & Lee, M.-A. (2014). Effects of emotional labor, job satisfaction and organizational commitment on turnover intention in nurses. Korean Academy of Nursing Administration, 20(3), 7170–7178. https://doi.org/10.5762/kais.2014.15.12.7170
Laeliyah, N., & Subekti, H. (2017). Waktu tunggu pelayanan rawat jalan dengan kepuasan pasien terhadap pelayanan di rawat jalan RSUD Kabupaten Indramayu. JKesV: Jurnal Kesehatan Vokasional, 1(2), 102–112. https://doi.org/10.22146/jkesvo.27576
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa: Teori dan Praktek (Edisi Pert). Salemba Empat.
Marpaung, T. F. (2021). Analisis kualitas pelayanan apotek rawat jalan terhadap kepuasan pasien di rumah sakit umum daerah Kabupaten Malinau. Jurnal Indonesia Sosial Sains, 2(11), 2035–2042. https://doi.org/https://doi.org/10.59141/jiss.v2i11.456
Mongkaren, S. (2013). Fasilitas dan kualitas pelayanan pengaruhnya terhadap kepuasan pengguna jasa rumah sakit Advent Manado. In Jurnal EMBA (Vol. 1, Issue 4, pp. 493–503). https://doi.org/https://doi.org/10.35794/emba.1.4.2013.2723
Niartiningsih, A., Munsir, N., Malik, N., & Wiguna, P. K. (2024). Pengaruh trust terhadap kepuasan pasien RSUD Haji Provinsi Sulawesi Selatan. Jurnal Kesehatan Tambusai, 5(2), 2685–2692.
Permenkes RI Nomor 43. (2016). Peraturan Menteri Kesehatan Republik Indonesia Nomor 43 Tentang Standar Pelayanan Minimal Bidang Kesehatan. https://peraturan.bpk.go.id/Details/113091/permenkes-no-43-tahun-2016
PERMENPAN RB. (2017). Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.
Ridwan, I., & Saftarina, F. (2015). Pelayanan fasilitas kesehatan: Faktor kepuasan dan loyalitas pasien. Majority, 4(9), 20–26.
Riwu, D., Kurniawan, A. P., & Tonce, Y. (2024). Indeks kepuasan masyarakat di kantor Lurah Detusoko. Cuan: Jurnal Kewirausahaan Dan Manajemen Bisnis, 2(3), 219–241. https://doi.org/https://doi.org/10.59603/cuan.v2i3.80
Saputri, D. I., Idris, A., & Dama, M. (2019). Kualitas pelayanan Rumah Sakit Umum Daerah (RSUD) dr. Abdul Rivai terhadap pasien pengguna BPJS di Kecamatan Tanjung Redeb Kabupaten Berau. EJournal Ilmu Pemerintahan, 7(1), 437–450.
Shulihah, S. (2024). Waktu tunggu pelayanan resep di depo farmasi rawat jalan rumah sakit Umum Kota Bogor. PubHealth Jurnal Kesehatan Masyarakat, 3(1), 26–32. https://doi.org/10.56211/pubhealth.v3i1.573
Sibiya, M. N. (2018). Communication and nursing. In Nursing (pp. 19–35). https://doi.org/10.5772/intechopen.74995
Undang-Undang Republik Indonesia Nomor 25. (2009). Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 tentang pelayanan publik. https://peraturan.bpk.go.id/Details/38748/uu-no-25-tahun-2009
