Mutu Pelayanan Puskesmas pada Masa Covid-19 dan Kepuasan Masyarakat dalam Kebijakan Manajemen Pelayanan Kesehatan

Abstract

Community health center are required to provide health services and evaluate the quality and access of health services, so good management is needed. This research aimed to analyze the relationship between the quality of community health center services during the Covid-19 pandemic and community satisfaction in health service management policies at Jeli Community Health Center, Tulungagung Regency. The design of this research was cross-sectional. This research involved 205 patients who visited the Jeli Health Center, who were selected using a systematic random sampling technique. Independent variables included service quality namely: tangible, reliability, responsiveness, assurance and empathy; while the dependent variable was community satisfaction. The measurement instrument for all variables was a questionnaire. Data were analyzed using multiple linear regression tests. The research showed that the p-value for the influence of each independent variable indicator on the dependent variable was: tangible = 0.000, reliability = 0.000, responsiveness = 0.000, assurance = 0.000 and empathy = 0.000. Simultaneous test results showed that all indicators influence community satisfaction, with a p-value = 0.000, with an influence contribution of 94.3%. Furthermore, it was concluded that service quality influences patient satisfaction at the Jeli Health Center.

Keywords: health services; quality; community satisfaction; Covid-19

ABSTRAK

Puskesmas dituntut untuk memberikan pelayanan kesehatan dan evaluasi terhadap mutu dan akses pelayanan kesehatan, maka diperlukan manajemen yang baik. Penelitian ini bertujuan untuk menganalisis hubungan antara mutu pelayanan puskesmas pada masa pandemi Covid-19 dengan kepuasan masyarakat dalam kebijakan manajemen pelayanan kesehatan di Puskesmas Jeli, Kabupaten Tulungagung. Desain penelitian ini yaitu cross-sectional. Penelitian ini melibatkan 205 pasien yang berkunjung ke Puskesmas Jeli, yang dipilih dengan teknik systematic random sampling. Variabel independen meliputi mutu pelayanan yang mencakup: tangible, reliability, responsiveness, assurance dan empathy; sedangkan variabel dependen adalah kepuasan masyarakat. Instrumen pengukuran untuk seluruh variabel adalah kuesioner. Data dianalisis menggunakan uji regresi linier berganda. Dari penelitian menunjukkan bahwa nilai p untuk pengaruh masing-masing indikator variabel independen terhadap variabel dependen adalah: tangible = 0,000, reliability = 0,000, responsiveness = 0,000, assurance = 0,000 dan empathy = 0,000. Hasil uji secara simultan menunjukkan bahwa semua indikator mempengaruhi kepuasan masyarakat, dengan nilai p = 0,000, dengan sumbangan pengaruh sebesar 94,3%. Selanjutnya disimpulkan bahwa mutu pelayanan berpengaruh terhadap kepuasan pasien di Puskesmas Jeli.

Kata kunci: pelayanan kesehatan; kualitas; kepuasan masyarakat; Covid-19