TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN RAWAT JALAN NON-JIWA (UMUM) DI RUMAH SAKIT JIWA GRHASIA DAERAH ISTIMEWA YOGYAKARTA TAHUN 2013
Abstract
ABSTRACT
Background:The hospital as a public service institution should be able to improve the services of
higher quality. One of the efforts to improve the quality of public services, as mandated by The
Laws of the Republic of Indonesia Number 25 Year 2000 on National Development Program,
there should be measures to determine the level of patient satisfaction as a benchmark to assess the
level of service quality. The information on to investigators, since May 2012 in Grhasia’s Mental
Hospital has implemented changes fare increase outpatient services for non-mental three times the
previous rate. In addition there are patients who complain of the lack of such services must not
schedule doctor yet. This study aimed to determine the level of patient satisfaction with outpatient
service quality non-mental Grhasia’s Mental Hospital Yogyakarta Province.
Objective:This study used a descriptive research with quantitative approach. Research design used
a cross sectional method. The study population was non-mental ambulatory patients in the mental
hospital Grhasia Yogyakarta. Samples are 100 outpatient non-mental ambulatory patient.
Techniques of data collection using questionnaire. Analysis using descriptive statistics.
Results:From 100 respondents of non-mental ambulatory patients in Grhasia’s Mental Hospital
8.0% are very satisfied, 57.0% satisfied, 22.0% satisfied enought and 13.0% dissatisfied, and no
respondents expressed very dissatisfied . Assessment of every aspect of quality, namely: comfort
aspect 3.70 (on a scale of 1-5), aspects of the patient's relationship with hospital personnel was
3.44 (on a scale of 1-5), the technical aspects of the officers competence 3.61 (out of scale 1-5),
and cost aspects of 3.44 (on a scale of 1-5). Highest level of satisfaction lies in the convenience
aspect to achieving an average score of 3.70 (on scale of 1-5).
Keywords: patient satisfaction, quality of care, outpatient non-life
Background:The hospital as a public service institution should be able to improve the services of
higher quality. One of the efforts to improve the quality of public services, as mandated by The
Laws of the Republic of Indonesia Number 25 Year 2000 on National Development Program,
there should be measures to determine the level of patient satisfaction as a benchmark to assess the
level of service quality. The information on to investigators, since May 2012 in Grhasia’s Mental
Hospital has implemented changes fare increase outpatient services for non-mental three times the
previous rate. In addition there are patients who complain of the lack of such services must not
schedule doctor yet. This study aimed to determine the level of patient satisfaction with outpatient
service quality non-mental Grhasia’s Mental Hospital Yogyakarta Province.
Objective:This study used a descriptive research with quantitative approach. Research design used
a cross sectional method. The study population was non-mental ambulatory patients in the mental
hospital Grhasia Yogyakarta. Samples are 100 outpatient non-mental ambulatory patient.
Techniques of data collection using questionnaire. Analysis using descriptive statistics.
Results:From 100 respondents of non-mental ambulatory patients in Grhasia’s Mental Hospital
8.0% are very satisfied, 57.0% satisfied, 22.0% satisfied enought and 13.0% dissatisfied, and no
respondents expressed very dissatisfied . Assessment of every aspect of quality, namely: comfort
aspect 3.70 (on a scale of 1-5), aspects of the patient's relationship with hospital personnel was
3.44 (on a scale of 1-5), the technical aspects of the officers competence 3.61 (out of scale 1-5),
and cost aspects of 3.44 (on a scale of 1-5). Highest level of satisfaction lies in the convenience
aspect to achieving an average score of 3.70 (on scale of 1-5).
Keywords: patient satisfaction, quality of care, outpatient non-life
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