Analisis Kepuasan Pasien di Instalasi Gawat Darurat di Masa Pandemi Covid-19

Abstract

Patient satisfaction is the most important indicator in the quality of hospital services. This study aims to see an overview of patient satisfaction in emergency departments during a pandemic. This research is a quantitative descriptive study involving 210 patients at the Jaury Jusuf Putra Academic Hospital during a pandemic. Data about the level of satisfaction is collected by filling out a questionnaire. The collected data were analyzed descriptively in the form of frequency and percentage. The results of the analysis showed that 73.8% of patients were satisfied with the doctor-patient relationship, 70% of patients were satisfied with the speed of service and 77.6% of patients were satisfied with the clarity of information. The most dominant dimension of patient satisfaction is in terms of clarity of information. It was concluded that in general, the patients were satisfied with the services provided by the hospital.

Keywords: patient satisfaction; service; emergency departments; during the Covid-19 pandemic

ABSTRAK

Kepuasan pasien merupakan suatu indikator paling penting dalam kualitas pelayanan rumah sakit. Penelitian ini bertujuan untuk melihat gambaran kepuasan pasien di instalasi gawat darurat di masa pandemik. Penelitian ini merupakan penelitian deskriptif kuantitatif dengan melibatkan 210 pasien di Rumah Sakit Akademis Jaury Jusuf Putra pada masa pandemik. Data tentang tingkat kepuasan dikumpulkan melalui pengisian kuesioner. Data yang telah terkumpul dianalisis secara deskriptif berupa frekuensi dan persentase. Hasil analisis menunjukkan bahwa 73,8% pasien merasa puas dengan hubungan antara dokter-pasien, 70% pasien merasa puas dengan kecepatan pelayanan dan 77,6% pasien merasa puas dengan kejelasan informasi. Dimensi kepuasan pasien paling dominan pada segi kejelasan informasi. Disimpulkan bahwa secara umum, para pasien puas terhadap pelayanan yang diberikan oleh rumah sakit.

Kata kunci: kepuasan pasien; pelayanan; instalasi gawat darurat; masa pandemi Covid-19