Hubungan Mutu Pelayanan Petugas Kesehatan Terhadap Minat Kunjungan Ulang Pasien Rawat Jalan di Puskesmas X

Abstract

The number of outpatient visits in the X community health center in 2016 was 32633 patients, and in 2017 the number of visits increased by 38374 patients, while in 2018 the number of visits decreased by 36604 patients. Based on data from outpatient visits at X health center that the number of patient visits decreased, where in 2017 increased and in 2018 decreased the number of patient visits. The purpose of the study was to determine the relationship between the quality of health care services and the interest of outpatient visits to the X community health center. The type of research conducted was observational analytic research using a cross sectional study approach. This research was carried out in the technical service unit of the X community health center in 2019. The population was all patients using outpatient care facilities at Cipancuh Health Center in 2019, with 36604 outpatients. The sample size is 100 people. Sampling is done by simple random sampling. Statistical test results, namely the quality of health services ( value = 0,000) are related to the interest of outpatient visits in the Technical Implementation Unit of the X community Health Center in 2019. It is expected that the staff will further improve the quality of their services in the hope that patients who use outpatient facilities.

Factors Affecting Outpatients Intention to Revisit Health Services at Public Health Center in Demak District

“…The existence of good services provided by health workers makes people willing to make repeat visits because they were satisfied. Good service needs to be provided starting from the registration process to carrying out examination actions and the treatment process according to the code of ethics and service standards set (Akbar et al, 2020).The quality of PHCs services need to be continuously improved, especially in aspects that were the main priority, such as the comfort of waiting room, providing disease information and medical action information by health officers clearly, medical services, health officers skill, speed of handling complaints, and employee empathy in giving patients the opportunity submited their complaints, so that later it will have an impact on increasing interest in patient visits for treatment and checking their health again at PHC (Suryani & Arini, 2020). Study at Leyangan Health Center in Semarang District showed that health workers who were less friendly and less concerned about the patient's conditions were able to influence the low community interest in seeking treatment at the PHC (Taekab et al, 2019).…”

Faktor Lingkungan Fisik dan Dimensi Tangibles Pelayanan Terhadap Niat Kunjungan Ulang ke Puskesmas di Kabupaten Demak

“…Untuk itu setiap petugas diharapkan mampu memperhatikan dan mengontrol emosinya agar tetap stabil, tidak mudah dipengaruhi keadaan atau situasi tertentu, serta dapat menghindarkan perasaan cepat tersinggung atau marah sehingga dapat memberikan pelayanan secara optimal pada setiap pasien yang berkunjung. 28 Sikap positif tenaga kesehatan yang dipersepsikan oleh pasien berdampak pada meningkatnya rasa kepercayaan (trust) yang secara langsung berkontribusi pada loyalitas pelayanan dan meningkatnya niat untuk melakukan kunjungan ulang.…”

Analisis Kepuasan Pasien dengan Metode Important Performance Analysis (IPA) di RSUD Datoe Binangkang Kabupaten Bolaang Mongondow

“…Masyarakat semakin sadar akan kualitas atau mutu pelayanan kesehatan yang mampu memberi kepuasan pada masyarakat itu sendiri. Tujuan pelayanan kesehatan adalah tercapainya derajat kesehatan masyarakat yang memuaskan harapan dan derajat kebutuhan masyarakat (Consumer saticfaction) melalui pelayanan yang efektif oleh pemberi pelayanan yang juga akan memberikan kepuasan dalam harapan dan kebutuhan pemberi pelayanan (Provider satisfaction) dalam institusi pelayanan yang diselenggrakan secara efisien (Institusional satisfaction) (1). Upaya kesehatan tersebut diselenggarakan dengan menitikberatkan kepada pelayanan untuk masyarakat luas guna mencapai derajat kesehatan yang optimal, tanpa mengabaikan mutu pelayanan kepada perorangan (2).…”

“…Kualitas Pelayanan yang tinggi dapat di ciptakan melalui pemenuhan Percieved terhadap variabel Tangibles, Reliability, Assurance, Responsiveness dan Empathy secara optimal sehingga menghasilkan gambaran atau kesan oleh pasien yang baik pada pelayanan kesehatan baik dari segi keramahan petugas, profesionalisme petugas, fasilitas perawat, ketersediaan dan kelengkapan alat penunjang,ketepatan waktu layanan, kesesuaian prosedur penanganan pasien dan ketepatan pengambilan keputusan petugas, (1).…”