ANALISIS KEPUASAN PASIEN RAWAT INAP TERHADAP MUTU PELAYANAN DI RUMAH SAKIT UMUM HAJI MEDAN

RIFZAL, FRINDOS (2018) ANALISIS KEPUASAN PASIEN RAWAT INAP TERHADAP MUTU PELAYANAN DI RUMAH SAKIT UMUM HAJI MEDAN. Master thesis, INSTITUT KESEHATAN HELVETIA.

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Abstract

Quality health services are the basic needs that everyone needs. Patient satisfaction is one of the goals of improving the quality of health services. Data of patient satisfaction done by customer service of Medan Haji General Hospital in quarter IV 2017 recorded still many complaints related to patient service. The purpose of this study is to analyze the satisfaction of inpatients on the quality of service at Haji General Hospital Medan.
The research design used qualitative descriptive research with semi structured interview method. Subjects were selected based on inpatient satisfaction cases in terms of service quality. Infroman in this research is 8 patient in inpatient room and 2 nurses executor at Haji General Hospital Medan. Data analysis was done by using Miles and Huberman model including data processing with data reduction, display data, and conclusion or verification and triangulation.
The results of the research note that the dimensions of technical competence are satisfactory, the dimension of service continuity is satisfactory, the service access dimension is satisfactory but the distance is still too far to reach, the safety dimension is satisfactory, the dimension of comfort, effectiveness and efficiency is quite satisfactory. The conclusion of this study is the quality of service to the satisfaction of inpatients at Haji Medan General Hospital has been satisfactory.
It is suggested to General Hospital Haji Medan to improve the availability of infrastructure facilities, to increase the available resources and to evaluate the service continuously (Continuous Quality Inprovement) to support patient's comfort during service process and service can run more effectively which impact on increased quality of service and patient satisfaction.

Item Type:	Doktoral (Master)
Additional Information:	Satisfaction, Inpatient, Quality of Service
Subjects:	Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Frindos Rifzal
Date Deposited:	19 Dec 2018 02:17
Last Modified:	19 Dec 2018 02:17
URI:	http://repository.helvetia.ac.id/id/eprint/303

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