Analisis Faktor Patient Experiential Satisfaction (PES) Yang Berobat Di Poli Rawat Jalan RSIA

Frengki Apryanto, Rahmaniah Ramadhani, Januario Giovani Nhue

Abstract


Abstrak
Kepuasan pasien atau Patient Experiential Satisfaction (PES) merupakan indikator utama dalam menilai mutu pelayanan rumah sakit, khususnya pada layanan rawat jalan yang menjadi titik awal interaksi pasien dengan sistem pelayanan kesehatan. Permasalahan dalam penelitian ini adalah belum ada penelitian di RSIA terkait dengan faktor Patient Experiential Satisfaction (PES), upaya peningkatan pelayanan di poli rawat jalan belum berbasis hasil riset sebelumnya. Tujuan dari penelitian ini adalah untuk mengetahui faktor-faktor Patient Experiential Satisfaction (PES) yang berobat di poli rawat jalan RSIA Galeri Candra. Penelitian ini menggunakan rancangan kuantitatif dengan pendekatan cross sectional, responden penelitian adalah pasien yang berobat di poli rawat jalan RSIA Galeri Candra sebanyak 80 orang, dengan purposive sampling, instrumen yang digunakan adalah kuesioner. Hasil penelitian menunjukkan bahwa Patient Experiential Satisfaction (PES) dipengaruhi oleh proses administrasi, waktu tunggu, perilaku staff, hubungan dokter pasien, dan fasilitas rumah sakit. Berdasarkan hasil penelitian, dapat digunakan sebagai dasar pengambilan keputusan pimpinan dalam menentukan kebijakan dan strategi peningkatan mutu pelayanan di poli rawat jalan, sekaligus efisiensi biaya promosi.
Kata kunci: Faktor; Patient experiential satisfaction; Pasien; Berobat; Rawat jalan

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References


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DOI: https://doi.org/10.52643/marsi.v10i3.7731

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