EVALUASI PERILAKU PEMBERI PELAYANAN DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH (RSUD) PANEMBAHAN SENOPATI BANTU
| Main Authors: | , DIENTYAH NUR ANGGINA, , dr. Tahjono Kuntjoro, MPH, Dr.PH. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2011
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/89906/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=52031 |
Daftar Isi:
- Background: RSUD Panembahan Senopati Bantul is a type-B noneducational hospital having an outpatient unit with increasing number of visits every year. However, this increasing number is still accompanied by patients� complaints. It can be seen from the survey result of patient�s satisfaction in August 2009 showing that the patients� complaints include long queue in polyclinic, doctor�s lateness, less friendly nurse and less complete explanation. Bad behavior of doctors and nurses could affect action process to patients and unpleasantness patients felt. Objective: The study aims to evaluate the behavior of service providers especially the doctors and nurses in the outpatient and analyze the dominant factors affecting service behavior. Methods: This research used correlation methods with cross-sectional design. The respondents were 12 doctors and nurses, 96 patients in the outpatient unit. Measurement instruments used were behavior questionnaire and guidance of checklist observation. The results were analyzed using multiple linear regression. Results: Most doctors greet patients before physical examination (81%) and explain causes of complaints (83%), and 100% nurses came on schedule. But some patients felt dissatisfaction. There was significant correlation between predisposing, enabling, inhibitive and reinforcing factors and service behavior. There was no significant correlation between biographical characteristics and service behavior. Most dominant factor was reinforcing factor (Beta=0.416). Conclusion: Service behavior in the outpatient unit is sufficiently good.