Kepuasan Pasien Jaminan Persalinan Pada Pelayanan Persalinan Oleh Bidan Desa Di Kabupaten Pati

Abstract

Siti Ni’amah 1) 1) Akademi Kebidanan Bakti Utama Pati E-mail: Sni39amah@yahoo.co.idABSTRAKJaminan Persalinan (Jampersal) bertujuan untuk menurunkan AKI (Angka Kematian Ibu) melalui peningkatan akses pertolongan persalinan oleh tenaga kesehatan, namun AKI di Kabupaten Pati meningkat setelah ada program Jampersal. Hasil studi pendahuluan menunjukkan ketidakpuasan pasien terhadap pelayanan persalinan jampersal oleh bidan desa. Tujuan penelitian ini adalah menganalisis faktor-faktor yang berhubungan dengan kepuasan pasien jampersal pada pelayanan persalinan oleh Bidan Desa di Kabupaten Pati. Jenis penelitian observasional dengan pendekatan cross sectional. Jumlah populasi adalah seluruh pasien jampersal di Kabupaten Pati. Responden yang diteliti 90 ibu bersalin dengan jampersal yang dipilih secara purposive dengan kriteria inklusi. Pengumpulan data dengan observasi dan angket dengan kuesioner terstruktur. Data dianalisis secara kuantitatif menggunakan uji rank spearman dan regresi logistik berganda. Sebagian besar responden (60%) merasa tidak puas dengan pelayanan persalinan jampersal. Mutu pelayanan dalam dimensi reliability dipersepsikan baik 51,1% responden, mutu pelayanan dalam dimensi responsveness dipersepsikan baik 51,1% responden, mutu pelayanan dalam dimensi assurance dipersepsikan baik 51,1% responden , mutu pelayanan dalam dimensi empathy dipersepsikan baik 67,8% responden, mutu pelayanan dalam dimensi tangibles dipersepsikan baik 65,6% responden. Ada hubungan reliability (p=0,001), responsiveness (p=0,001), assurance (0,011), empathy (0,020), tangibles (p=0,001), terhadap kepuasan pasien. Faktor yang paling kuat berhubungan dengan kepuasan pasien jampersal adalah reliability selanjutnya berturut-turut tangibles, empathy dan assurance secara bersama-sama berhubungan dengan kepuasan. Kesimpulan : Sebagian besar responden merasa tidak puas dengan pelayanan persalinan jampersal, faktor yang mempengaruhi kepuasan adalah reliability (kehandalan), responsiveness (cepat tanggap), assurance (jaminan) , empathy (perhatian), tangibles (bukti langsung) dengan kepuasan pasien jampersal.Kata kunci : Kepuasan pasien jampersal, Mutu Pelayanan Persalinan, Bidan Desa PATIENT SATISFACTION DELIVERY GUARANTEE ON MATERNITY SERVICES BY A VILLAGE MIDWIFE IN PATI REGENCY ABSTRACTDelivery Guarantee (Jampersal) aims to reduce maternal mortality (MMR) by increasing access to delivery assistance by health professionals, but MMR in Pati regency increased after Jampersal program. Results of preliminary studies show patient dissatisfaction with service delivery Jampersal the village midwife. The purpose of this study was to analyze factors associated with patient satisfaction Jampersal to service delivery by village midwives in Pati regency. an observational study with cross sectional approach. Total population is all patients Jampersal in Pati regency. Respondents who studied 90 women giving birth with Jampersal selected purposively to the inclusion criteria. The collection of data through observation and questionnaires with a structured questionnaire. Data were analyzed quantitatively using the Spearman rank test and multiple logistic regression. The majority of respondents (60%) were dissatisfied with the service delivery Jampersal. Quality of service in good perceived reliability dimension of 51.1% of respondents, the quality of service in the dimensions of perceived good responsveness 51.1% of respondents, quality assurance services in the dimensions of perceived good 51.1% of respondents, quality of service in good perceived empathy dimension 67.8% respondents, quality of service in both tangibles dimension perceived 65.6% of respondents. There is a connection reliability (p = 0.001), responsiveness (p = 0.001), assurance (0.011), empathy (0,020), tangibles (p = 0.001), to client satisfaction. Factors most strongly correlated with patient satisfaction Jampersal is the next consecutive reliability tangibles, empathy and assurance jointly associated with satisfaction. Conclusion: The majority of respondents were dissatisfied with the service delivery Jampersal, factors affecting satisfaction is reliability (reliability), responsiveness (quick response), assurance (assurance), empathy (attention), tangibles (direct evidence) with Jampersal patient satisfaction.Keywords: Patient satisfaction Jampersal, Quality of Service Delivery, village midwives

Literature Review: Comparison of the Quality of Delivery Services at Independent Midwife Practices and Public Health Center

“…Respondents giving birth at the Primary healthcare center expressed satisfaction because the midwife conducted an immediate examination when the patient arrived at the room, immediately provided assistance when the patient had serious complaints, always took the time to serve, and provided explanations when the patient asked. 9 Perceptions of good officer responsiveness can be caused by the quick and accurate services. This also encouraged patient to trust as the health workers did their jobs according to their standards with good speed and accuracy.…”

“…Perceptions of midwives' empathy at the Primary healthcare center are good because midwives help labor slowly and patiently, treat patients well, calm patients during labor to provide maximum service output and increase patient satisfaction. 9 Midwife empathy which was reflected in caring, warmth, and gentleness in communicating could encourage and motivate patients to feel cared for. 14 Perceptions of health workers empathy were categorized as good because they provided information on the services and patient complaints, happily served patient, helped patients when they were in trouble, and paid attention to patients to bring pleasure, satisfaction, and increase patient loyalty.…”

“…15 Midwives services with better physical evidence lead to patients satisfaction in compared to poor physical evidence. 9 Physical evidence was perceived as good by patients of Independent Midwife Practice because the available facilities were in accordance with health service standards, namely the availability of service and communication equipment, clean, neat and comfortable places. 8 The dimension of service quality from physical evidence is very necessary because a good appearance will give the impression to the patient that the delivery service was done in high quality.…”

Analisis Mutu Pelayanan Kesehatan terhadap Kepuasan Pasien di Rumah Sakit Umum Daerah Sipirok Kabupaten Tapanuli Selatan

“…Daya tanggap (responsiveness) merupakan keinginan untuk membantu dan memberikan pelayanan yang cepat dan tepat kepada pasien dengan penyampaian informasi yang sejelas-jelasnya. Beberapa pelayanan kesehatan kadang harus dilakukan lebih dari satu kali kunjungan misalnya seperti pengobatan pada pasien diabetes yang harus mengkonsumsi obat rutin sehingga informasi yang sejelas-jelasnya tentang berapa kali pasien datang, kapan harus datang kembali sangat diperlukan oleh pasien (12). Penelitian ini menemukan bahwa mutu daya tanggap berhubungan terhadap kepuasan pasien.…”

Sosialisasi Jenis Pelayanan Kesehatan Di Bidan Praktek Mandiri (Bpm)

“…Secara obyektif kualitas adalah suatu standar khusus dimana kemampuannya (availability), kinerja (performance), kendalanya (reliability), kemudahan pemeliharaan (maintainability) dan karakteristiknya dapat diukur. Membuat definisi kualitas yang lebih luas cakupannya, yaitu kualitas merupakan suatu kondisi dinamis yang berhubungan dengan produk, jasa, manusia, proses, dan lingkungan yang memenuhi atau melebihi harapan (Ni'amah, 2016).…”