PENGUKURAN KEPUASAN PASIEN BERBASIS METODE KEPMENPAN NO. 25 TAHUN 2004

Abstract

Abstrak
Rumah Sakit Achmad Mohctar (RSAM) Bukittinggi adalah rumah sakit milik Pemerintah Propinsi Sumatera Barat yang sejak beberapa tahun lalu menerapkan pola pengelolaan keuangan Badan Layanan Umum Daerah (BLUD) yang menuntut adanya akuntabilitas keuangan dan layanan. Dalam KEPMENPAN No. 25/2004 dinyatakan bahwa setiap instansi pemerintah wajib menyelenggarakan survey kepuasan masyarakat. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien, kinerja pelayanan, mutu pelayanan dan prioritas peningkatan kualitas pelayanan berdasarkan KEPMENPAN No. 25/2004. Disain penelitian adalah deskriptif kuantitatif. Penelitian dilakukan pada Bulan Mei hingga Juni 2013 di RSAM. Populasi penelitian adalah semua pasien yang datang ke RSAM pada waktu penelitian dilaksanakan. Sampel penelitian 500 orang. Teknik pengambilan sampel Random Block Sampling. Hasil penelitian menunjukkan bahwa semua item pertanyaan dinyatakan valid dan reliabel. Indeks kepuasan pasien adalah 76, mutu pelayanan “B”, kinerja unit pelayanan “Baik”. Prioritas peningkatan kualitas layanan pada unsur: prosedur pelayanan, persyaratan pelayanan, kedisiplinan petugas, kecepatan pelayanan, keadilan mendapatkan pelayanan, kewajaran biaya, kepastian biaya dan kepastian jadwal pelayanan.

Abstract
Ahmad Mochtar Hospital (RSAM) is one of the hospitals owned by West Sumatra Province. RSAM has been implementing financial management strategy of district public service agencies (BLUD) since a few years ago that required financial and service accountability. KEPMENPAN No. 25/2004 states that each public service agency should undergo a public satisfaction survey. The objective of this study is to measure patient satisfaction, service performance, service quality, and the priority of service improvement based on KEPMENPAN method. The design of this study was descriptive quantitative. The population of this study was all patients visiting RSAM from May to June 2013, 500 patients were sampled by Random Block Sampling technique. The result shows that the questionare was valid and reliable. Patient satisfaction index is 76. Most of respondents (74%) perceived that the quality of service was "B" and the service performance was "Good". Priority of service quality improvement were: service procedures, term of service, disciplinary of service officer, speed of service, service equity, the reasonableness of service charges, the certainty of services cost and schedule.The recommendation for RSAM is to improve the “quality consciousness” culture, by disseminating the results of this survey. Patient satisfaction surveys based on KEPMENPAN is recommended to be held in other hospitals.