Gambaran Mutu Pelayanan Kesehatan di Puskesmas Bailang Kota Manado

Abstract

Masyarakat memiliki kebutuhan akan pelayanan kesehatan dalam meningkatkan derajat kesehatan baik dilakukan individu ataupun kelompok di organisasi dalam memelihara kesehatan tubuh, mencegah terjangkit penyakit (Korompis, 2018).  Pelayanan yang bermutu merupakan salah satu syarat pelayanan kesehatan.  Dalam mengukur mutu jasa digunakan model Serqual (kualitas pelayanan) yang merupakan dasar konsep penelitian dimensi Rater. Lima dimensi mutu adalah Reliabilitas, Jaminan, Bukti Fisik, Empati dan Ketanggapan. Penelitian ini bertujuan untuk menggambarkan mutu jasa pelayanan kesehatan di Puskesmas Bailang. Metode penelitian kuantitatif, desain deskriptif. Penelitian dilakukan di Puskesmas Bailang dan waktu pelaksanaannya Juli-November 2021. Respondennya adalah pasien yang berkunjung ke Puskesmas Bailang. Menggunakan teknik purposive sampling, diambil 100 responden yang telah memenuhi kriteria sampel yang diperoleh melalui pengisian kuesioner. Analisis data digunakan analisis univariat. Hasil penelitian ini di dapatkan responden dengan kategori baik adalah reliabilitas 77 (77,0%), jaminan 96 (96,0%), bukti fisik 74 (74,0%), empati 96 (96,0%), dan daya tanggap 95 (95,0%). Maka dari penelitian ini responden sebagian besar menyatakan mutu jasa pelayanan kesehatan di Puskesmas Bailang sudah baik.

Kata Kunci: Mutu Jasa Pelayanan

ABSTRACT

The community needs health services to improve health status, both individually and in groups in organizations in maintaining a healthy body, preventing disease (Korompis, 2018). Quality service is one of the requirements for health services. In measuring service quality, the Serqual model (quality of service) is used which is the basis of the concept of Rater dimension research. The five dimensions of quality are Reliability, Assurance, Physical Evidence, Empathy and Responsiveness. This study aims to describe the quality of health services at the Bailang Health Center. Quantitative research methods, descriptive design. The study was conducted at the Bailang Health Center and the implementation time was July-November 2021. The respondents were patients who visited the Bailang Health Center. By using purposive sampling technique, 100 respondents were taken who met the sample criteria obtained through filling out a questionnaire. Data analysis used univariate analysis. The results of this study found that respondents with good categories were reliability 77 (77.0%), assurance 96 (96.0%), physical evidence 74 (74.0%), empathy 96 (96.0%), and responsiveness 95 (95.0%). So from this study, the majority of respondents stated that the quality of health services at Bailang Health Center was good.

Keywords: Quality of Service