Tugas Akhir DIII
Perbedaan Kepuasan Pasien Lama dan Pasien Baru Rawat Jalan Terhadap Pelayanan Pendaftaran Rawat Jalan di RSUD Kota Semarang
- Bagikan:
A good health service facility is the one that can provide satisfaction to its patients. The decree of the Indonesian Minister of Health No. 129/Menkes/SK/II/2008 on Hospital Minimum Service Standard states that satisfaction of outpatients must be ≥ 90%. Old patients are the ones already treated, whereas new patients are those being treated for the first time in a hospital. Results of a preliminary study at RSUD Kota Semarang show that patients do have complaints about registration services as they put forward in the feedback box and via the social media. Imbalo S Pohan mentions that if we want to optimize the use of government’s health facility services, patients’ satisfaction must be measured and analyzed. This research is aimed at figuring out the difference in satisfaction of old and new out patients toward outpatient registration service at RSUD Kota Semarang.
This research is inferential statistics in nature. The population of this research is the total number of outpatients at di RSUD Kota Semarang in 2015, which amounts to 193,818 patients. The sampling technique used is purposive sampling. Sample number is calculated using the Slovin formula that has a 10% error. It results in 100 samples, for both old and new outpatients. The data were collected using a questionnaire. These data were then calculated using MS Excel to count the percentage of patients’ satisfaction. Data analyses used the Mann Whitney U-Test to find out the difference in satisfaction between old and new outpatients.
Results of Mann Whitney U-Test show that there is no significant difference in satisfaction between old and new outpatients, based on five valuation aspects; tangible, which has a P value of 0.739, responsiveness that has a P value of 0.690, assurance, which has a P value of 0.310, reliability that has a P value of 0.200 and empathy, which has a P value of 0.180. Results of percentage calculation from those five valuation aspects yield old outpatient satisfaction at 82%, and that of new outpatient at 78%. The highest valuation is on the aspect of reliability (old patient at 90%, new patients at 88%). The second highest is assurance (both old and new patients at 88%). This is the followed by responsiveness (old patients at 82%, new patient at 88%). The next one is tangible (both old and new patients at 82%). Finally, the lowest valuation is on the aspect of empathy (old patients at 66%, new patients at 50%).
Informasi Detail
| Pernyataan Tanggungjawab |
Marsum, Lina Umboro Setyowati
|
|---|---|
| Pengarang |
Dian Wara Dewi - Pengarang Tambahan
|
| NIM |
P17437113010
|
| Bahasa |
Indonesia
|
| Deskripsi Fisik |
xii + 78 page+ 28 cm
|
| Dilihat sebanyak |
545
|
| Penerbit | Prodi DIII Rekam Medis dan Informasi Kesehatan Semarang POLTEKKES KEMENKES SEMARANG : Semarang., 2016 |
|---|---|
| Edisi |
2016
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| Subjek | |
| Klasifikasi |
081
|