Analysis Policies and Network to Improve Patien Satisfaction at the Primary Clinic of Medan Health Polytechnic

Abstract

Health Polytechnic of the Ministry of Health Medan is one of the Vocational Health Education Institutions, which applies a larger proportion of practical curriculum than theory. This policy due to the availability of required health workers following optimization through the Medan Poltekkes director's policy of increasing the need for appropriate medical personnel.The regulations decided by the director of Medan Health Polytechnic as a policy include two things, namely by adding and restructuring human resources such as recruiting general practitioners as the person in charge of clinics, dentists, and other health workers such as nurses, midwives, nutritionists, sanitation experts, pharmacy, medical laboratory personnel. Networking is needed as process of building and managing productive relationships, both personal and organizational to improve quality of services clinic. Another opinion states that the networking is an information system consisting of humans, data, software (software), hardware (hardware) and the network it self. Networking is the art of communicating with each other, sharing ideas, information and resources to achieve individual or group success. This type of research was experiment study, pre and post test design, used primary data. Data were taken from the result satisfaction indicators from the Service Quality Model namely the SERVQUAL model from Hertanto (2017). The research was conducted for 1 year in 2017 at the Health Polytechnic Clinic of the Ministry of Health Medan. The population in this study were all customers about 500 population, inclusion criteria to be sample 20 – 50 years old about 133 population, and all of the sample have been taken about 41respondent. Analysis data by Wilcoxon test. The majority of patient satisfaction levels related to clinical services are satisfied with the following types of satisfaction criteria: tangible (63%), reability (66%), responsiveness (83%), assurance (68%), emphaty (73%). Only a small proportion expressed dissatisfaction to the services provided