Analisis Kepuasan Pelayanan Pasien COVID-19 di Rumah Sakit Santo Antonio Baturaja
DOI:
https://doi.org/10.32524/jksp.v5i2.663Keywords:
Service Quality, Satisfaction, COVID-19Abstract
Health systems around the world are facing challenges in the form of the increased demand for health care by people with COVID-19. Unprecedented circumstances such as the recent COVID-19 pandemic are putting immense pressure on healthcare providers. service quality must be considered and always focus on customer satisfaction. The purpose of this study was to look at the factors related to patient satisfaction. This study uses a quantitative method with a Cross Sectional approach. Statistical test using Chi Square test. Multivariate analysis in this study used multiple logistic regression analysis. In this study, it can be concluded that there is a relationship between age (p = 0.021; OR = 12,000, tangibles (p = 0.009; OR = 8.381), reliability (p = 0.041; OR = 4.571), responsiveness (p = 0.006; OR = 8.708), empathy (p= 0.002; OR=12,667) and assurance with service satisfaction for Covid 19 patients at Santo Antonio Baturaja Hospital, OKU Regency in 2021 (p= 0.001; OR=16,714) There is no sex relationship (p= 0.933), education ( p = 0.654), and occupation (p = 1,000). The most dominant variable is age (p = 0.025; OR = 202.606). Suggestions for the antonio hospital in particular, the findings of this study can be used by referral hospitals for inpatients of covid patients, so that pay attention to the age of the respondent in order to provide extra services to elderly patients.
References
Asres, A. W., Hunegnaw, W. A., Ferede, A. G., & Denekew, H. T. (2020). Global Security?: Health , Science and Policy Assessment of patient satisfaction and associated factors in an outpatient department at Dangila primary hospital , Awi zone , Northwest Ethiopia , 2018. Global Security: Health, Science and Policy, 5(1), 57–64. https://doi.org/10.1080/23779497.2020.1813048
Astari, D. W., Noviantani, A., & Simanjuntak, R. (2021). Kepuasan Pasien terhadap Mutu Pelayanan Keperawatan di Era Pandemi Covid-19 di Rumah Sakit Mata Cicendo. Journal of Hospital Accreditation, 03(1), 34–38.
Bin Traiki, T. A., AlShammari, S. A., AlAli, M. N., Aljomah, N. A., Alhassan, N. S., Alkhayal, K. A., … Zubaidi, A. M. (2020). Impact of COVID-19 pandemic on patient satisfaction and surgical outcomes: A retrospective and cross sectional study. Annals of Medicine and Surgery, 58(July), 14–19. https://doi.org/10.1016/j.amsu.2020.08.020
Coccolini, F., Perrone, G., Chiarugi, M., Di Marzo, F., Ansaloni, L., Scandroglio, I., … Catena, F. (2020). Surgery in COVID-19 patients: Operational directives. World Journal of Emergency Surgery, 15(1), 1–7. https://doi.org/10.1186/s13017-020-00307-2
Deriba, B. S., Geleta, T. A., Beyane, R. S., Mohammed, A., Tesema, M., & Jemal, K. (2020). Patient satisfaction and associated factors during COVID-19 pandemic in North Shoa health care facilities. Patient Preference and Adherence, 14, 1923–1934. https://doi.org/10.2147/PPA.S276254
Hardiyansyah. (2011). Kualitas Pelayanan Publik Konsep, Dimensi, Indikator dan Implementasinya. Yogyakarta?: Gava Media.
Hastono, S., & Sabri, L. (2010). Statistik Kasehatan. Jakarta: PT. Raja GrafindoPersada.
Kemenkes RI. (2021). Situasi Terkini Perkembangan Novel Coronavirus (Covid-19). Gerakan Masyarakat Hidup Sehat, 1–4.
Lupiyoadi, R. (2014). Manajemen Pemasaran Jasa Berbasis Kompetensi. Edisi ke-3. Jakarta: Salemba Empat.
Mulyati, Susanti, E., Aryati, S., Mardhotillah, E., Maftukhah, Sulistyowati, G., … PH, L. (2020). Level of Patient Satisfaction in Receiving Service Nursing Care. Jurnal Keperawatan, 12(1), 57–62.
Notoatmodjo. (2012). Metode Penelitian Kesehatan. Jakarta?: Rineka Cipta.
Nursalam. (2017). Metodologi Penelitian Ilmu Keperawatan: Pendekatan Praktis. 4th ed. Jakarta: Salemba Medika.
Pengurus Besar Ikatan Dokter Indonesia. (2020). Pedoman Standar Perlindungan Dokter di Era Covid-19. Ikatan Dokter Indonesia, 40.
Pohan, I. S. (2004). Jaminan Mutu Layanan Kesehatan. Jakarta: Buku Kedokteran EGC,.
Pranata, L., Indaryati, S., Rini, M. T., & Hardika, B. D. (2021). peran keluarga sebagai pendidik dalam meningkatkan pengetahuan tentang pencegahan covid 19. Prosiding Penelitian Pendidikan dan Pengabdian 2021, 1(1), 1389-1396.
Profil Kabupaten OKU. (2021). Situasi Terkini Perkembangan Corona Virus Disease-19 (Covid-19) Kabupaten OKU. Gerakan Masyarakat Hidup Sehat, 1–13.
Profil Sumsel. (2021). Situasi Terkini Perkembangan Corona Virus Disease-19 (Covid-19) Provinsi Sumatera Selatan. Gerakan Masyarakat Hidup Sehat, pp. 1–13.
Ramaswamy, A., Yu, M., Drangsholt, S., Ng, E., Culligan, P. J., Schlegel, P. N., & Hu, J. C. (2020). Patient satisfaction with telemedicine during the COVID-19 pandemic: Retrospective cohort study. Journal of Medical Internet Research, 22(9), 1–9. https://doi.org/10.2196/20786
Sabarudin, S., Solo, D. M., B, M. J., Sida, N. A., & Asdia, W. O. (2020). Evaluasi Mutu Pelayanan Kefarmasian Pada Masa Pandemi Covid-19 Di Rumah Sakit Santa Anna Kota Kendari. Journal Publicuho, 3(4), 447. https://doi.org/10.35817/jpu.v3i4.15284
Sumarwan, U. (2011). Perilaku Konsumen: Teori dan Penerapan dalam Pemasaran. Bogor: Ghalia Indonesia.
Sunyoto, D. (2013). Perilaku Konsumen (Panduan Riset Sederhana untuk mengenali Konsumen). Jakarta: PT Buku Seru.
Supranto. (2006). Mengukur Tingkat Kepuasan Pelanggan atau Konsumen. Jakarta: Rineka Cipta.
Tjiptono, F. (2014). Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Yogyakarta. Andi.
Tjiptono, F. Service, Quality & satisfaction. , Yogyakarta: Andi § (2016).
WHO. (2020). Mempertahankan layanan kesehatan esensial?: panduan operasional untuk konteks COVID-19. Panduan Interim.
World Health Organization. (2021). COVID-19 Weekly Epidemiological Update 22. World Health Organization, (Maret), 1–27. Retrieved from https://www.who.int/docs/default-source/coronaviruse/situation-reports/weekly_epidemiological_update_22.pdf
