PERSEPSI PASIEN TERHADAP KUALITAS LAYANAN CUCI DARAH PADA UNIT HEMODIALISA RSUD KABUPATEN BULELENG

Abstract

This study aims to determine the level of patient satisfaction with the quality of dialysis services in the Hemodialisa unit of Buleleng District Hospital. The data analysis technique used in this study was a descriptive quantitative technique to determine the frequency of patient satisfaction. Data collection techniques that used were questionnaires methods with closed questions and open questions. The sample in this study was 50 dialysis patients in Buleleng District Hospital. The results of the study explained that satisfaction from the dimensions of service quality (physical evidence, reliability, responsiveness, assurance and empathy) was very good. Judging from physical evidence (cleanliness of the room, existing equipment, the appearance of doctors and nurses) patients have a very satisfying assessment with a value of 81%. Reliability assessment (accurate patient diagnosis, service schedule, patient acceptance procedures) showed that patient perception has a value of 44% with the category very satisfied. If it is assessed from the responsiveness dimension of satisfaction from patient perceptions, the category is satisfied with a value of 64%. The level of satisfaction of patients' perceptions about Assurance is considered very satisfying which reaches a value of 76%. Another dimension is Empathy, which is considered to be satisfied with a value of 66%. So it can be said that the overall perception of patient satisfaction with the quality of dialysis services in the Hemodialisa Unit of Buleleng District Hospital is very satisfied