HUBUNGAN MUTU PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT UMUM DAERAH TAMIANG LAYANG

Abstract

Abstrak Rumah Sakit Umum Daerah (RSUD) Tamiang Layang merupakan rumah sakit umummilik Pemerintah Daerah Barito Selatan. Data Bed Occupation Rate (BOR), Average Length Of Stay (ALOS), dan Bed Turn Over (BTO) pada tahun 2013-2014 mengalami penurunan yang artinya bahwa mutu pelayanan di rumah sakit juga semakin menurun. Tujuan penelitian ini adalah untuk menjelaskan hubungan mutu pelayanan pasien rawat inap dengan kepuasan pasien RSUD Tamiang Layang. Rancangan penelitian menggunakan cross sectionaldengan jumlah sampel 52 responden menggunakan metodeproportionalrandom sampling.Instrumen yang digunakan berupa kuesioner dan data dianalisis menggunakan uji Chi Square. Hasil penelitian menunjukkan bahwa terdapat hubungan antara mutu pelayanan dalam dimensi kehandalan (reliability), jaminan (assurance), bukti langsung(tangible), empati (empathy)dan daya tanggap (responsiveness)dengan kepuasan kerja dengan masing-masing p-value 0,000. Diharapkan agar pihak RSUD Tamiyang Layang dapat meningkatkan mutu pelayanansehingga kepuasan pasien terhadap mutu pelayanan dapat meningkat, sehingga dapat memaksimalkan kepercayaan pasien dalam memanfaatkan pelayanan kesehatan. Kata-kata kunci: Rumah sakit, mutu pelayanan, kepuasan, pasien  Abstract Regional General Hospital (Hospital) Tamiang Layang is a general hospital belonging to the Regional Government of South Barito. Data Bed Occupation Rate (BOR), Average Length Of Stay (ALOS), and Bed Turn Over (BTO) in 2013-2014 has decreased, which means that the quality of care in hospitals is also declining. The purpose of this study was to describe the relationship of quality of service inpatients with hospital patient satisfaction Tamiang Layang. Using a cross sectional study design with a sample of 52 respondents using proportional random sampling method. The instrument used was a questionnaire and the data were analyzed using chi square test. The results showed that there is a relationship between the quality of service in the dimensions of reliability (reliability), assurance (assurance), direct evidence (tangible), empathy (empathy) and responsiveness (responsiveness) and job satisfaction with each of the p-value of 0.000. It is hoped that the hospitals Tamiyang Layang can improve the quality of care that patient satisfaction with the quality of service can be increased, so as to maximize the patient's belief in the use of health services. Keywords: Hospital, quality of service, satisfaction, patient