Tingkat Kepuasan Pelayanan Kesehatan Di Puskesmas Kebon Handil Kota Jambi Tahun 2020

Authors

  • Syafriana Syafriana Program Studi Kesehatan Masyarakat, STIKES Harapan Ibu Jambi
  • Irawati Sukandar Program Studi Kesehatan Masyarakat, STIKES Harapan Ibu Jambi
  • Renny Listiawaty Pemberdayaan Masyarakat, Jambi

DOI:

https://doi.org/10.22437/jkmj.v4i2.10566

Abstract

Abstrak

Kepuasan pelayanan jasa kesehatan tercapai jika, apa yang didapatkan pasien melebihi harapannya. Puskesmas Kebon Handil merupakan Puskesmas Perkotaan yang telah di Akreditasi, Namun dalam pelayanannya terjadi penurunan hasil Indeks kepuasan masyarakat yang dilakukan oleh bagian organisasi setda kota Jambi  tahun 2018 76,26% menjadi 69,7% pada tahun 2019.Jenis penelitian ini kuantitatif dengan metode deskritif, Dimensi yang digunakan adalah dimensi kehandalan (Reliability), daya tanggap (Responsiveness), jaminan (Assurance), empati (Emphaty), dan bukti fisik (Tangeble). Pengambilan sampel menggunakan metode purposive sampling,  sampel berjumlah 95 pasien dari jumlah populasi kunjungan pasien bulan Agustus s/d Oktober 2019 .Penelitian ini dilaksanakan pada tanggal 23 s/d 31  bulan Januari 2020 di Puskesmas Kebon Handil Kota Jambi.Tujuan penelitian adalah untuk melihat tingkat kepuasan pasien pada pelayanan kesehatan, sehingga dapat diketahui unsur yang dipertahankan dan diperbaiki oleh puskesmas dan dapat meningkatkan kualitas pelayanan. Hasil penelitian dianalisis dengan menggunakan diagram kartesius membandingkan harapan dan kenyataan yang menggambarkan tingkat kepuasan pasien terhadapat pelayanan kesehatan. Dalam aspek kehandalan 86,28%, daya tanggap 84,38%, jaminan 84,63%, empati 88,93%, bukti fisik 78,33%. Tingkat kepuasan secara keseluruhan 86,28%. 

Kata Kunci:  Tingkat Kepuasan, Pelayanan Kesehatan, Puskesmas

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Published

2020-09-23

Issue

Vol. 4 No. 2 (2020): Vol. 4 - No. 2 - September 2020

Section

Articles

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