HUBUNGAN KUALITAS PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN DI WILAYAH KERJA UPT PUSKESMAS TALAGABODAS KOTA BANDUNG
Daftar Isi:
- Peningkatan kualitas pelayanan kesehatan perlu dilakukan oleh unit pelayanan kesehatan termasuk puskesmas dalam menghadapi perkembangan teknologi kesehatan. Terdapat 5 dimensi pelayanan, yaitu : Reliability, Tangibles, Responsiveness, Assurance, dan Emphaty. Salah satu upaya peningkatan mutu kualitas pelayanan kesehatan adalah dengan mengukur tingkat kepuasan pasien. Tujuan penelitian ini yaitu ingin mengetahui hubungan kualitas pelayanan kesehatan dengan kepuasan pasien di Puskesmas wilayah kerja UPT Puskesmas Talagabodas Kota Bandung. Penelitian ini merupakan penelitian Deskriptif analitik dengan rancangan cross sectional yang dilaksanakan selama 14 hari pada bulan Mei 2018 di Puskesmas wilayah kerja UPT Puskesmas Talagabodas Kota Bandung. Sampel pada penelitian ini sebanyak 144 Responden. Sampel penelitian ini dihitung berdasarkan rumus Analitik Korelatif. Teknik sampling yang digunakan peneliti yaitu nonprobability sampling menggunakan Purposive sampling. Data yang dikumpulkan meliputi kualitas pelayanan dengan instrumen SERVQUAL dan instrumen kuesioner kepuasan pasien. Pengujian statistik menggunakan uji Pearson Chi- Square. Hasil analisis uji statitstik Pearson Chi- Square diperoleh hasil rerata p<= 0,05 Dengan demikian Ha diterima dan Ho ditolak atau dengan kata lain ada hubungan antara kualitas pelayanan kesehatan (Kehandalan, Jaminan, Bukti fisik, Perhatian dan Ketanggapan) dengan tingkat kepuasan pasien Di Puskesmas wilayah kerja UPT Puskesmas Talagabodas Kota Bandung.-- The increase in the healthcare quality is absolutely necessary to be conducted by the health careunit including Public Health Center in facing the health technology. There are five dimensions of health service, namely: Reliability, Tangibles, Responsiveness, Assurance, and Empathy One of efforts in increasing the healthcare quality is by measuring the satisfaction level of the patients. The purpose of this study was to explain the relationship between health service quality and patient satisfaction in UPT Talagabodas Public Health Center Bandung. This was an analytical descriptive research with cross sectional design which was carried out for fourteen days on May 2018 at UPT Talagabodas Public Health Center Bandung. The sample in this study were 144 Respondents. The sample of this study was calculated based on correlative analytic formula. The sampling technique used in this study was non-probability sampling using Purposive sampling. The data collected were service quality with SERVQUAL and patient satisfaction questionnaire. Statistical test used Pearson Chi-Square test The result of analysis of Pearson Chi-Square statistic test obtained the average result p <= 0.05 Thus, Ha was accepted and Ho was rejected. In other words, there is relationship between health service quality (Reliability, Guarantee, Physical Evidence, Attention and Responsiveness) and patient satisfaction level in UPT Talagabodas Public Health Center Bandung.