Studi mutu pelayanan berdasarkan kepuasan pasien di Klinik Gigi dan Mulut RSUP Dr. Wahidin Sudirohusodo Makassar

Abstract

The improvement of quality health service has become a national and global mainissue in the health development. This is due to great demand of service in healthorganization to provide optimum service health. The effort of improving qualityhealth service consists of health organization and health professionals. This studyaimed to describe patient satisfaction of service quality of health professional indental clinic of RSUP Dr. Wahidin Sudirohusodo Makassar. The samples of thisdescriptive survey study were patients of the hospital who fulfill criteria ofinclusion. Intake of samples by purpose, and sample size was 85 people. Patientsatisfaction was determined using RATER dimensions -reliability, assurance,tangible, empathy and responsiveness. Service quality, which was assessed basedon average of percentage of patient answers, is considered good if satisfaction is ≥60% and bad if satisfaction is ≤ 60%. The results show that the reliability,assurance, tangible, empathy, and responsiveness of health officer, are 82.4%,76.5%, 89.4%, 87.1%, and 78.8% respectively. The study concludes that servicequality of the dental clinic in 2007 was good.

Factors Analysis of Service Quality at Clinic Telkom University

“…Services basically can be defined as the activities of a person, group or organization both directly and indirectly to meet the needs [7]. Good service means an ability of a person in providing services that can provide satisfaction to customers with the specified standards [9,8] Elements of Quality include: (1) compliance with requirements/demands; (2) suitability of usage; (3) continuous improvement or improvement; (4) free from damage; (5) fulfillment of customer needs since the beginning and at any time; (6) doing things right from the start and 7something that can make customers happy [10] and Quality is a dynamic condition which relates to products, manpower/labor, processes and tasks, and the environment that meets or exceeds the expectations of customers or consumers [10].…”

“…And usually, the efforts made in improving the quality of health services include the quality of health service organizations and professional personnel [8]. There are several things that are usually used in measuring service quality, including tangible, empathy, responsiveness, reliability and assurance [5].…”

Analisis Pemilihan Pelayanan Dokter Keluarga Di Kabupaten Bireuen

“…Sikap pasien terhadap terhadap petugas yang dinilai berdasarkan kemampuan petugas dalam memahami apa yang dirasakan pasien, dan menempatkan diri pada keadaan yang dihadapi atau yang dialami pasien, memperlakukan pasien dengan baik, dan selalu berada di tempat apabila pasien membutuhkan. (12)…”

Penentuan Prioritas Perbaikan Kualitas Layanan Kesehatan Dengan Metode Servqual

“…Kondisi ini searah dengan hasil penelitian Anas, dkk yang menyatakan bahwa ketanggapan petugas merupakan hakekat dasar mutu layanan kesehatan dalam memenuhi mutu dan tuntutan para pemakai jasa layanan kesehatan yang apabila dipenuhi dapat menimbulkan rasa puas terhadap layanan kesehatan yang diselenggarakan, sehingga meskipun hasil akhir (outcome) layanan kurang sesuai dengan harapan pasien, maka pasien masih dapat memahami dan tetap dapat merasakan kepuasan karena dilayani dengan sikap dan perilaku yang menghargai perasaan dan martabat pasien [16]. Lebih dari itu, Kepuasan konsumen terhadap layanan kesehatan berakibat pada penurunan jumlah kunjungan pasien, karena tingkat kepuasan pasien yang rendah mengakibatkan pasien tidak akan menggunakan jasa layanan kesehatan yang disediakan [17].…”