ANALISIS KEPUASAN PASIEN TERHADAP MUTU PELAYANAN KESEHATAN DI RUMAH SAKIT KHUSUS MATA PROVINSI SUMATERA SELATAN

AULIA RIZKI, RAMADHANTI and Budi, Iwan Stia (2019) ANALISIS KEPUASAN PASIEN TERHADAP MUTU PELAYANAN KESEHATAN DI RUMAH SAKIT KHUSUS MATA PROVINSI SUMATERA SELATAN. Undergraduate thesis, Sriwijaya University.

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Abstract

Patient satisfaction is the feeling that patient feels after receiving the service. The measurement of patient satisfaction is very important to know the quality of service. Value of Bed occupancy rate in Special Eye Hospital of South Sumatra had decreased numbers in 2015 is amount 56.71%, in the next year to be 51% and in 2017 amounted to 42%.The purpose of this study was to analyze the level of patient satisfaction to inpatient service ini Special Eye Hospital of South Sumatra. This study used descriptive design with the analysis technique was a quantitative based on servqual method and important performance analysis. The samples in this study consisted of all patients at inpatient service during August and October using total sampling approach with total of 37 sample. The results of this study are obtained patient satisfaction in Special Hospital Eye are 85.54% for effective dimension, 82,83% for efficient dimension, 83.13% for accessible dimension, 85.49% for the dimension of Patient-centered, 87, 91%, for equitable dimension, 82.74% for safe dimension. The absence of a satisfaction rate that reaches 100% shows the performance of the officer has not been able to meet patient expectations. Aside from service, patients tend to choose other alternative services called One Day Care service that can be continued with home care care by the patient's family so that the value of the Bed Occupancy Rate of the Special Eye Hospital continues to decline.So, it is recommended for the hospital, especially inpatient unit to inmprove the quality of their service especially inpatient services to further improve the quality of service in all dimensions of service, especially in the attributes of administrative services, financing, language use, and the use of personal protective equipment such as hand schoen when contact with patients. Keywords: Patient satisfaction, service quality, expectations, performance Bibliography: 63 (1996-2019)

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kepuasan pasien, kualitas pelayanan
Subjects: R Medicine > RA Public aspects of medicine > RA407-409.5 Health status indicators. Medical statistics and surveys
R Medicine > RA Public aspects of medicine > RA960-1000.5 Medical centers. Hospitals. Dispensaries. Clinics. Including ambulance service, nursing homes, hospices
Divisions: 10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User: Aulia Rizki Ramadhanti
Date Deposited: 11 Mar 2020 06:35
Last Modified: 11 Mar 2020 06:35
URI: http://repository.unsri.ac.id/id/eprint/28153

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