Dringu Public Health Center, Probolinggo Region, has a vision to become a public health center with the optimal health services. It can be known from patient satisfaction assessment. So far, the patient satisfaction assessment has never been carried out in Dringu Public Health Center. The purpose of this study was to analyze the outpatient satisfaction of the Dringu Public Health Center, Probolinggo Region, through service quality method based on five (5) service quality dimensions of tangible, reliability, responsiveness, assurance and empathy. This type of research used a quantitative method. The populations consist of 23526 peoples and the samples were 100 respondents. The sampling technique used purposive sampling. Data were collected by questionnaire. The results showed that the percentage of services in tangible dimension were 86.3% of patient satisfaction and 13.7% of patient dissatisfaction. The percentage of services in reliability dimension were 89.6% of patient satisfaction and 10.4% of patient dissatisfaction. The percentage of services in responsiveness dimension were 69.7% of patient satisfaction and 30.3% of patient dissatisfaction. The percentage of services in the assurance dimension were 68.2% of patient satisfaction and 31.8% of patient dissatisfaction. In the empathy dimension, the percentage of service were 74.1% of patient satisfaction and 25.9% of patient dissatisfaction. It is recommended to create a patient admission flow as well as create a service schedule poster for Dringu public health center.
Berdasarkan hasil studi pendahuluan praktek kerja lapang di RUMKITAL Dr. Ramelan Surabaya pada bulan Maret 2020 dilakukan pengamatan selama jalannya pelayanan rawat jalan diketahui bahwa tidak tersedianya berkas rekam medis yaitu diantaranya karena berkas belum kembali dari poli, berkas belum diketahui keberadaannya, dan berkas yang salah letak. Hal tersebut dapat mengakibatkan waktu penyediaan berkas menjadi lebih lama dan terhambatnya pelayanan di poli karena petugas butuh waktu untuk menelusuri berkas yang tidak ada pada rak penyimpanan. Tujuan dari penelitian ini adalah mengetahui faktor penyebab tidak tersedianya berkas rekam medis di bagian filling RUMKITAL Dr. Ramelan Surabaya. Jenis penelitian ini adalah penelitian kualitatif. Teknik pengumpulan data menggunakan data wawancara dan observasi. Hasil yang didapatkan bahwa faktor penyebab tidak tersedianya berkas rekam medis di bagian filling pada saat pelayanan di RUMKITAL Dr. Ramelan Surabaya dapat disebabkan dari faktor 5M diantaranya yaitu faktor Man yaitu tingkat pendidikan dan pengalaman kerja petugas. Faktor Money yaitu dari tidak terdapat dana khusus untuk penyediaan map berkas yang hilang sebagai pengganti. Faktor Method yaitu penyimpanan berkas yang salah letak dan petugas lupa menulis di buku ekspedisi. Faktor Materials yaitu map berkas yang rusak dan isi dari map tersebut bisa terlepas dari map berkas. Faktor Machine yaitu penggunaan tracer yang belum maksimal.
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