FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN PASIEN INSTALASI GAWAT DARURAT RUMAH SAKIT TNI AD TK IV 02.07.04 BANDAR LAMPUNG TAHUN 2017

NURLINA, DEWI (2018) FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN PASIEN INSTALASI GAWAT DARURAT RUMAH SAKIT TNI AD TK IV 02.07.04 BANDAR LAMPUNG TAHUN 2017. Master thesis, Institut Kesehatan Helvetia Medan.

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Abstract

Emergency Installation (IGD) is one of the hospital service units that provide first aid and as the first way of entry of patients with emergency conditions. The increasing number of patient visits in IGD Rumkit TNI AD Tk IV Bandar Lampung in 2016 is an average of 40 to 45 people per day, causing the IGD to become increasingly crowded and often patients or families have to wait long between processes with other processes.
Customer satisfaction is a condition where patient needs, wants and expectations can be met through the products or services consumed. Therefore, patient satisfaction is a measure of service quality perceived by customers / patients divided by what the patient needs, the patient's wishes and expectations of the patient itself. Factors that affect patient satisfaction in IGD Rumkit TNI AD Tk IV Bandar Lampung namely skill officer, service procedure, environmental comfort and response time.
This research uses quantitative method with cross sectiona approach. Number of sample 96 patients treated at Emergency Installation Rumkit TNI AD Tk. IV 02.07.04 Bandar Lampung. Sampling technique in this study by purposive sampling method using questionnaires that have been tested for validity and reliability. The data were then obtained by univariate, bivariate and multivariate analysis.
Skills of health personnel at IGD Rumkit TNI AD Tk. IV 02.07.04 Bandar Lampung 2017 66.7% able (value p = 0,000), service procedure at IGD Rumkit TNI AD Tk. IV 02.07.04 Bandar Lampung 2017 is not easy that is 65.6% (value p = 0.000), environmental comfort IGD Rumkit TNI AD Tk. IV 02.07.04 Bandar Lampung 2017 included in the uncomfortable category that is 62.5 (value p = 0.000)%, response time IGD Rumkit TNI AD Tk. IV 02.07.04 Bandar Lampung 2017 included in the category is not fast 67,7% (value p = 0,000).
There is a significant correlation of health officer skill, environmental comfort, service procedure and response time with patient satisfaction of IGD Rumkit TNI AD Tk. IV 02.07.04 Bandar Lampung in 2017. Response time is the factor that most affect patient satisfaction IGD Rumkit TNI AD Tk. IV 02.07.04 Bandar Lampung in 2017

Item Type:	Doktoral (Master)
Uncontrolled Keywords:	Emergency Installation, Patient Satisfaction
Subjects:	Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit Fakultas Kesehatan Masyarakat > Layanan Kesehatan
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Dewi - Nurlina
Date Deposited:	02 Mar 2020 07:28
Last Modified:	02 Mar 2020 07:28
URI:	http://repository.helvetia.ac.id/id/eprint/1684

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