IMPLEMENTASI PELAYANAN PRIMA TERHADAP KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT CAKRA HUSADA KLATEN

Pramasari, Ni Made Dian (2013) IMPLEMENTASI PELAYANAN PRIMA TERHADAP KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT CAKRA HUSADA KLATEN. Masters thesis, UNIVERSITAS SEBELAS MARET.

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    Abstract

    Ni Made Dian Pramasari. NIM. S541202094. Implementasi Pelayanan Prima (Service Excellence) Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Cakra Husada Klaten. Tesis. Pembimbing I : Dr.Nunuk Suryani, M.Pd. Pembimbing II : Dr.Sariyatun, M.Pd, M.Hum. Program Pasca Sarjana Universitas Sebelas Maret Tujuan dari penelitian ini adalah untuk (1) mengetahui pelaksanaan pelayanan prima (service excellence) terhadap kepuasan pasien rawat inap di rumah sakit Cakra Husada Kleten. (2) Untuk mengetahui hasil pelaksanaan pelayanan prima (service excellence) terhadap kepuasan pasien rawat inap di rumah sakit Cakra Husada Kleten. (3) untuk mengetahui kendala – kendala yang menghambat dalam pelaksanaan pelayanan prima (service excellence) pada pasien rawat inap di Rumah Sakit Cakra Husada Klaten. Penelitian ini dilaksanakan di Rumah Sakit Cakra Husada Klaten yang dilaksanakan pada bulan Februari - April 2013. Bentuk penelitian yang digunakan adalah deskriptif kualitatif dengan strategi penelitian studi kasus terpancang tunggal. Informan yang dipilih berdasarkan kriteria seleksi (purposive sampling). Sumber data dalam penelitian ini adalah pasien dan keluarga pasien, direktur atau wakil direktur, kepala bagian pelayanan keperawatan, bagian penjaminan mutu, petugas medis, paramedis maupun non medis yang terkait dengan pelayanan. Teknik pengumpulan data menggunakan wawancara, observasi dan dokumen. Teknik analisis data menggunakan model interaktif. Hasil penelitian menunjukkan (1) bahwa rumah sakit dalam melaksanakan pelayanan prima sudah menunjukkan upaya untuk menciptakan kepuasan kepada pasiennya. Hasil kepuasan pasien terhadap pelayanan prima yang dilakukan oleh rumah sakit Cakra Husada diketahui bahwa pasien puas terhadap prosedur dan pelayanan pasien, cepat dan tidak berbelit-belit, rumah sakit memperlakukan adil terhadap pasien,(2) pasien merasa kurang puas terhadap ketepatan waktu tim medis dalam memberikan pelayanan terutama berkaitan dengan jam kunjungan dokter ahli dan pasien merasa kurang puas terhadap fasilitas sarana penunjang pelayanan, sehingga dari lima dimensi kualitas pelayanan maka pasien merasa puas terhadap pelayanan reliability, responsiveness, empathy hanya dalam kategori assurance dan tangibles, pasien masih merasa belum puas, sehingga secara keseluruhan kualitas pelayanan rawat inap di Rumah Sakit Cakra Husada Klaten sudah berjalan dengan baik tetapi masih perlu ditingkatkan.(3) Kendala-kendala yang dihadapi oleh rumah sakit Cakra Husada Klaten dalam memberikan pelayanan prima berbasis pelanggan yang berasal dari dalam lingkungan organisasi rumah yaitu kurangnya ketepatan waktu tim medis dalam memberikan pelayanan, kurangnya ketersediaan sarana rumah sakit, kurangnya motivasi dari pegawai dalam meningkatkan pengetahuan dan keterampilannya, jumlah SDM (khususnya perawat) yang masih terbatas, kurangnya kerjasama karyawan berkaitan dengan masalah pribadi, dan rasa senioritas yang masih melekat pada sistem kerja rumah sakit. Kata Kunci : pelayanan prima, kepuasan pasien. Ni Made Dian Pramasari S.541202094. The Implementation of Service Excellence on the Satisfaction of the Hospitalized Clients at Cakra Husada Hospital of Klaten. Thesis: Principal Advisor: Dr. Nunuk Suryani, M.Pd., Co-advisor: Dr. Sariyatun, M.Pd., M. Hum., the Graduate Program in Family Medicine, Sebelas Maret University 2013. The objectives of this research are to investigate: (1) the implementation of service excellence on the satisfaction of the hospitalized clients at Cakra Husada Hospital of Klaten, (2) the factors supporting and inhibiting the implementation of service excellence on the satisfaction of the hospitalized clients at Cakra Husada Hospital of Klaten, and (3) the result of the implementation of service excellence on the satisfaction of the hospitalized clients at Cakra Husada Hospital of Klaten. This research was conducted at Cakra Husada Hospital of Klaten from February to April 2013. It used the descriptive qualitative method with the single embedded-case study strategy. The informants of the research were selected based on the selection criteria (purposive sampling). The sources of the data of the research were clients and their families, director and vice-director of the hospital, head of nursing service department, quality assurance department, medical staffs, and servicerelated paramedics and non-paramedics. The data of the research were gathered through in-depth interview, observation, and documentation. The data of were then analyzed by using the interactive model of analysis. The results of the research are as follows: (1) Cakra Husada Hospital of Klaten has implemented its service excellence in an attempt to create and materialize the satisfaction of its clients. The result of the satisfaction of the clients is indicated by the fact that the clients are satisfied with the health procedures and services for the clients, which is fast but not complicated. In addition, the hospital also treats the clients fairly. (2) The clients, however, are less satisfied with the punctuality of the medical team to give services particularly the visit hours of specialists. They are also less satisfied with the service-supporting facilities. Of the five dimensions of service quality, the clients are satisfied with those of reliability, responsiveness, and empathy. Meanwhile, the dimensions of assurance and tangibles the clients are still unsatisfied. Therefore, the quality of the hospitalization services at the hospital by and large has by and large performed well, but still required improvement. (3) The constraints encountered by the hospital in extending the client-based service excellence, which result from the internal environment of the organization are the less punctuality of the medical team to give services, the less available facilities of the hospital, the less motivation of the staffs of the hospital to improve their knowledge and skills, the limited number of its human resources (particularly nurses), the less cooperation among the staffs due to personal problems, and the sense of seniority which is still attached to the work system of the hospital. Keywords: Service excellence and satisfaction of the clients

    Item Type: Thesis (Masters)
    Subjects: R Medicine > RA Public aspects of medicine
    Divisions: Pasca Sarjana > Magister > Magister Kedokteran Keluarga
    Depositing User: Satria Nur Fauzi
    Date Deposited: 08 May 2014 04:22
    Last Modified: 08 May 2014 04:22
    URI: https://eprints.uns.ac.id/id/eprint/15341

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