HUBUNGAM MUTU PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN RAWAT JALAN UPT PUSKESMAS GANDRUNGMANGU I KABUPATEN CILACAP

Abstract

Quality of health service is perfection in health service that brings satisfaction to patients which basically an effort to fulfill needs and demand of customers of health service. Patient satisfaction which is related to quality of health service is average satisfaction of the population and one of indicators of quality of service of health centers as reflected in the number of visits of patients. In 2008 visits to Gandrungmangu I Health Center decreased. In average there were 2685 visits whereas in 2007 there were 2896 visits. The decrease was about 0,09%. This may due to some factors. The result of preliminary observation at Gandrungmangu I Health Center held in Januari 11-16, 2010 to 30 patients at the health center showed 12 patients (40%) complained about long waiting time, 9 patients (30%) complained about staff being late and 7 patients (23,3%) complained about unavailability of doctors. The study was to find out association between quality of health service and patient satisfaction. The study was expected to be used as consideration in making decision to improve quality of health service at Gandrungmangu I Health Center. The study was descriptive analytical that used 252 samples of Gandrungmangu I Health Center taken with simple random sampling technique. Data were obtained in Juli 2010 through questionnaire on quality and patient satisfaction. Data analysis used Spearman Rho. The majority (51,6%) of respondents said that quality of service of Gandrungmangu I Health Center was good in aspects of tangibles, reliability, responsiveness, assurance and empathy. The majority (64,3%) of respondents said that they felt satisfied after they got health service from Gandrungmangu I Health Center in aspects of tangibles, reliability, responsiveness, assurance, and empathy. Statistically there was association between quality of health service and patient satisfaction at Gandrungmangu I Health Center where by P=0.000 < α = 0.05. There was association between quality of health service and patient satisfaction.