Gambaran Tingkat Kepuasan Pasien Pasca Prosedur Bedah Mulut di RSUP Prof. Dr. R. D. Kandou Manado
DOI:
https://doi.org/10.35790/eg.v13i2.60186Abstract
Abstract: Dental and oral health services are essential to achieve better health. Key considerations in providing patient care include satisfaction and safety. Patient satisfaction towards service quality is assessed through five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study aimed to obtain the level of patients’ satisfaction after oral surgery towards the services at Prof. Dr. R. D. Kandou Hospital Manado. This was a descriptive and survey study, involving 53 respondents undergoing oral surgery procedures at the hospital. The results showed that the majority of patients were highly satisfied towards the healthcare provided by the medical staff at Prof. Dr. R. D. Kandou Manado Hospital, with the percentages of 81% for tangibles, 82% for reliability, 89% for responsiveness, 87% for assurance, and 86% for empathy. In conclusion, the majority of patients at Prof. Dr. R. D. Kandou Manado Hospital express high satisfaction with the services provided by the medical staff.
Keywords: healthcare services; patient satisfaction level; service quality
Abstrak: Pelayanan kesehatan gigi dan mulut sangat dibutuhkan masyarakat untuk mencapai derajat kesehatan yang lebih baik. Hal yang harus diperhatikan dalam pelayanan kepada pasien yaitu kepuasan dan keamanan pasien. Kepuasan pasien terhadap suatu kualitas pelayanan dapat dinilai dengan lima dimensi yaitu tangible, reliability, responsiveness, assurance, dan empathy. Penelitian ini bertujuan untuk mengetahui gambaran tingkat kepuasan pasien yang menjalani prosedur bedah mulut terhadap pelayanan di RSUP Prof. Dr. R. D. Kandou Manado. Jenis penelitian ialah survei deskriptif dengan melibatkan 53 responden yang melakukan prosedur bedah mulut di RSUP Prof. Dr. R. D. Kandou Manado. Hasil penelitian memperlihatkan bahwa sebagian besar pasien merasa sangat puas dengan pelayanan yang diberikan oleh tenaga medis di RSUP Prof. Dr. R. D. Kandou Manado dengan persentase 81% tangible, 82% reliability, 89% responsiveness, 87% assurance, dan 86% empathy. Simpulan penelitian ini ialah sebagian besar pasien yang menjalani prosedur bedah mulut di RSUP Prof. Dr. R. D Kandou Manado merasa sangat puas terhadap pelayanan yang diberikan oleh tenaga medis.
Kata kunci: pelayanan kesehatan; tingkat kepuasan pasien; service quality
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