KEPUASAN PASIEN TERHADAP PELAYANAN KESEHATAN: STUDI DESKRIPTIF PADA KLINIK JANTUNG HASNA MEDIKA INDRAMAYU

Abstract

Keberadaan kualitas pelayanan yang selaras dengan keinginan pasien akan berefek positif bagi keberlanjutan Klinik Jantung Hasna Medika Indramayu. Oleh karena itu, penelitian ini bertujuan memberikan gambaran kepuasan pasien terhadap
pelayanan kesehatan di Klinik Jantung Hasna Medika Indramayu. Studi yang digunakan dalam penelitian ini berbasis survei. Pendekatan yang digunakan bersifat deskriptif. Populasi dalam penelitian ini yaitu pasien
yang berkunjung di Klinik Jantung Hasna Medika Indramayu selama bulan Maret-April 2019. Tehnik sampling yang digunakan adalah accidental sampling.
Sebanyak 30 responden rawat jalan dan 30 responden rawat inap diambil sebagai sampel penelitian. Tehnik pengambilan data dengan kuesioner. Penyajian data melalui tabel distribusi frekuensi (grafik). Hasil
penelitian didapatkan bahwa pencapaian kepuasan tertinggi pada pelayanan rawat jalan di Klinik Jantung Hasna Medika Indramayu yaitu penampilan dokter, perawat dan karyawan lainnya bersih dan rapih
(88,3%) sedangkan rawat inap yaitu prosedur penerimaan pasien dilayani secara cepat dan tidak berbelit-belit (83,3%). Sebagian besar pelayanan di Klinik Jantung Hasna Medika Indramayu baik rawat
jalan maupun rawat inap sudah memuaskan pasien.
Sementara pelayanan yang kurang memuaskan terdapat pada pelayanan rawat jalan yaitu waktu pelayanan dan kenyamanan ruang tunggu, kelengkapan fasilitas di ruang tunggu pasien, prosedur penerimaan pasien
dilayani secara cepat dan tidak berbelit-belit dan dokter datang tepat waktu. Diharapkan penelitian ini bisa dikembangkan oleh peneliti selanjutnya agar kualitas dan kuantitas pelayanan di Klinik Jantung Hasna
Medika Indramayu agar semakin lebih baik.

The existence of quality services that are in harmony with the wishes of patients will have a positive effect on the sustainability of the Hasna Medika Indramayu Heart Clinic. Therefore, this study aims to provide an overview of patient satisfaction with health services at Hasna Medika Indramayu Heart Clinic. The study used in this study was survey-based. The approach used is descriptive. The population in this study were patients who visited the Hasna Medika Indramayu Heart Clinic during March-April 2019. The sampling technique used was accidental sampling. A total of 30 respondents were outpatient and 30 inpatients were taken as research samples. Techniques for collecting data with questionnaires. Presentation of data through frequency distribution table (graph). The results showed that the highest achievement of outpatient care in the Heart Clinic of Hasna Medika Indramayu was the appearance of clean and neat doctors, nurses and other employees (88.3%) while inpatient care, namely the patient admission procedure served quickly and not convoluted (83.3%). Most services at the Hasna Medika Indramayu Heart Clinic both outpatient and inpatient care have satisfied patients. While unsatisfactory services are in outpatient services, namely service time and comfort of the waiting room, complete facilities in the patient's waiting room, patient admissions procedures are served quickly and not convoluted and the doctor arrives on time. It is hoped that this research can be developed by further researchers so that the quality and quantity of services in the Hasna Medika Indramayu Heart Clinic will be even better.