GAMBARAN TINGKAT KEPUASAN PASIEN TERHADAP PERAWATAN GIGI DAN MULUT DI PUSKESMAS BAHU

Mariane Sembel, Henry Opod, Bernart S. P. Hutagalung

Abstract


Abstract: Patient satisfaction with dental care is a comparison between the perceptions of care received by expectations before getting treatment. The study in Bahu Health centers based on seven dimensions of service quality is the guarantee, empathy, reliability, responsiveness, physical appearance, medical services and professionalism using Likert scale. The study was descriptive with a sample of 48 people. How sampling is total sampling. Results showed patient satisfaction with dimensions of guarantee 80,9% very satisfied with the category. On the dimension of empathy showed 86,4% of patients very satisfied. On the dimension of reliability showed 84,5% of patients very satisfied. On the dimension of responsiveness showed 84,1% of patients very satisfied. On the dimension of physical appearance showed 80,7% of patients very satisfied. On the dimension of medical services showed 89,1% of patients very satisfied. On the dimension of professionalism showed 91,6% of patients very satisfied. Based results of patient satisfaction with dental care in Bahu Health centers based on seven dimensions showed rate index 85,32% of patients very satisfied.

Keywords: Patient satisfaction, Dental care and oral.

 

 

Abstrak: Kepuasan pasien terhadap pelayanan kesehatan gigi dan mulut merupakan perbandingan antara persepsi terhadap pelayanan yang diterima dengan harapannya sebelum mendapatkan pelayanan. Penelitian ini dilaksanakan di Puskesmas Bahu berdasarkan tujuh dimensi mutu pelayanan yaitu jaminan, empati, kehandalan, daya tanggap, tampilan fisik, pelayanan medis dan profesionalisme berdasarkan skala Likert. Jenis penelitian yaitu deskriptif dengan jumlah sampel 48 orang. Cara pengambilan sampel yaitu total sampling. Hasil penelitian menunjukkan kepuasan pasien terhadap dimensi jaminan sebesar 80,9% dengan kategori sangat puas. Pada dimensi empati menunjukkan 86,4% pasien merasa sangat puas. Pada dimensi kehandalan menunjukkan 84,5% pasien merasa sangat puas. Pada dimensi daya tanggap menunjukkan 84,1% pasien merasa sangat puas. Pada dimensi tampilan fisik menunjukkan 80,7% pasien merasa sangat puas. Pada dimensi pelayanan medis menunjukkan 89,1% pasien merasa sangat puas. Pada dimensi profesionalisme 91,6% pasien merasa sangat puas. Berdasarkan hasil penelitian tentang kepuasan pasien terhadap perawatan gigi dan mulut di Puskesmas Bahu ditinjau dari dimensi pelayanan menunjukkan indeks rata-rata sebesar 85,32% dengan kategori sangat puas.

Kata kunci: kepuasan pasien, perawatan gigi dan mulut.


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DOI: https://doi.org/10.35790/eg.2.2.2014.5855

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