Analysis of Patient Satisfaction Levels for Emergency Room Services at North Jayapura Health Center, Jayapura City, Papua Province
Keywords:
Emergency Room, Satisfaction, Services, Health CenterAbstract
Background: The emergency room is a service unit in a hospital or health center that provides initial treatment for patients who are sick and injured, who need emergency care that can threaten their survival. Objectives: The aim of the study was to analyze the level of patient satisfaction with the emergency room services at the North Jayapura Health Center, Jayapura City, Papua Province. Methods: This type of research is an observational descriptive quantitative with a cross sectional study approach. The population was all patients who underwent examinations at the North Jayapura Health Center Emergency Room with a total sample of 34 people which was carried out in January 2023. Data were collected using a questionnaire, then analyzed univariately.
Result: The results of the study showed that: 1) patients using emergency room services in the physical evidence dimension were in the quite satisfied category as many as 19 people (55.9%) and satisfied as many as 15 people (44.1%) with an average of 62,6% in the satisfied category, 2) patients using emergency room services in the reliability dimension in the quite satisfied category as many as 10 people (29.4%) and satisfied as many as 20 people (70.6%) with an average of 67,8% in the satisfied category, 3) patients who use emergency room services in the responsiveness dimension in the satisfied category as many as 8 people (23.5 %) and very satisfied as many as 26 people (76.5%) with an average of 83,7% in the very satisfied category, 4) patient users of emergency room services in the guarantee dimension in the satisfied category as many as 20 people (58.8%) and very satisfied as many as 14 people (41.2%) with an average of 80,0% in the very satisfied category, and 5) patients who use emergency room services in the empathy dimension in the category of quite satisfied as many as 19 people (55.9%) and satisfied as many as 15 people (44.1%) with an average of 63,3% in the satisfied category.
References
Handayani, S. (2016). Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Puskesmas Baturetno. Profesi (Profesional Islam)?: Media Publikasi Penelitian, 14(1), 42. https://doi.org/10.26576/profesi.135.
Esthi, F. S., Mindarsih, E., & Murni, M. (2017). Faktor-Faktor Mutu Pelayanan Kebidanan yang Mempengaruhi Tingkat Kepuasan Pasien di Poli Kebidanan RSUD Wonosari. Jurnal Kesehatan Ibu Dan Anak, 11(2), 35–42. https://doi.org/10.29238/kia.v11i2.38
Arifin, S., Rahman, A., Muhyi, R., Octaviana Putri, A., & Hadianor, H. (2019). Hubungan Usia, Tingkat Pendidikan, Fasilitas Kesehatan Dengan Kepuasan Pasien Di Puskesmas Muara Laung. Jurnal Publikasi Kesehatan Masyarakat Indonesia, 6(2), 40–45. https://doi.org/10.20527/jpkmi.v6i2.7457.
Chusna, N., Fetriana, T., Adawiyah, R., Palangkaraya, U. M., Raya, P., Kefarmasian, P., & Pahandut, P. (2018). Puskesmas Pahandut Kota Palangka Raya Level of Patient Satisfaction on Pharmaceutical Services in Community Health Centers of Pahandut Palangka Raya. Borneo Journal of Pharmacy, (November 2018, Page 89 – 92), 2019.
Potter, P., & Perry, A. (2005). Buku ajar fundamental keperawatan; konsep, proses & praktik, Ed. 4. Jakarta: EGC.
Fais, M. (2014). Organisasi dan manajemen pelayanan kesehatan. Jakarta: Salemba Medika.
Sihaloho, N. S. R. U., & Herliana, I. (2017). Hubungan Jenis Kelamin, Tingkat Pendidikan Dengan Tingkat Kepuasan Pasien di Ruang Rawat Inap Rumah Sakit Mitra Keluarga. Jurnal Ilmu Keperawatan Indonesia, 7(2), 239–247.
Haya, S. F., & Tambunan, K. (2022). Jurnal Ilmu Komputer, Ekonomi dan Manajemen (JIKEM). Jurnal Ilmu Komputer, Ekonomi Dan Manajemen (JIKEM), 1(1), 129–138.
Faturrahmah, E. (2017). Analisis Tingkat Kepuasan Pasien Terhadap Kualitas Pelayanan Petugas Medis Medis Melalui Faktor Assurance di Ruang Rawat Inap RSUD Bima, NTB. Public Health Perspective Journal, 2(3), 254–261.
Yuswantina, R., Dyahariesti, N., Rahmawati, N. R., & Sukma, N. (2020). Analisis Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian Di Rumah Sakit Bhakti Wira Tamtama Semarang. Indonesian Journal of Pharmacy and Natural Product, 3(2), 59–67. https://doi.org/10.35473/ijpnp.v3i2.665
Ramadhani, K. M., Silaen, M., & Fitriani, A. D. (2021). Analisis Tingkat Kepuasan Pasien Rawat Jalan Di Rsu Imelda Pekerja Indonesia Medan. Journal of Healthcare Technology and Medicine, 7(2).
Hadiansyah, T., Pragholapati, A., & Aprianto, D. P. (2019). Gambaran stres kerja perawat yang bekerja di Unit Gawat Darurat. Jurnal Keperawatan BSI. Vol. 7 No. 2 September 2019. ISSN: 2338-7246, e-ISSN: 2528-2239. Jurnal Keperawatan 7(2), 50–58. http://ejurnal.ars.ac.id/index.php/keperawatan/article/ view/106.
Rikayoni. (2020). Gambaran Tingkat Kepuasan Pasien Terhadap Pelayanan Di Ruangan Intalansi Gawat Darurat Rumah Sakit Islam Siti Rahmah Padang Tahun 2019. Menara Ilmu, XIV(01), 126–134.
Syarif, M., & Udi, W. (2022). Pengaruh Mutu Pelayanan Terhadap Tingkat Kepuasan Pasien. PREPOTIF Jurnal Kesehatan Masyarakat, 6 (Agustus 2022).
Suryati. (2017). Faktor-Faktor yang Berhubungan dengan Kepuasan Pasien BPJS terhadap Pelayanan Rawat Jalan di Rumah Sakit Panti Wilasa Citarum Semarang. Jurnal Kesehatan Masyarakat (e-Journal)
Volume 5, Nomor 5, Oktober 2017.
Karengkeng, L. C. (2022). Karakteristik Pasien Dan Hubungannya Dengan KepuasanTerhadap Pelayanan di Instalasi Gawat Darurat. Al-Asalmiya Nursing Jurnal Ilmu Keperawatan (Journal of Nursing Sciences)Volume 11, Nomor 1, Tahun 2022
Kuntoro, W. (2017). Kepuasan Pasien Terhadap Kualitas Pelayanan di Tempat Pendaftaran PasienRawat Jalan Puskesmas Kretek Bantul Yogy. Jkesvo (Jurnal Kesehatan Vokasional)Vol. 2 No 1 – Mei 2017.
Tjiptono, F. (2017). Pemasaran Jasa (Edisi I). Malang: Andi Publisher.
Warda, A. (2016). Hubungan Persepsi Mutu Pelayanan Dengan Tingkat Kepuasan Pasien Puskesmas Perumnas Di Kota Kendari Tahun 2016. Halu Oleo University.
Calisir F, Gumussory CA, Bayraktaroglu AE and Kaya B. Effects of Service Quality Dimensions on Customer Satisfaction and Return Intention in Different Hospital Types. Proceedings of the 2012 International Conference on Industrial Engineering and Operations Management, 2012.
Muninjaya A. Gide., (2016). Manajemen Kesehatan. Jakarta: Penerbit Buku Kedokteran EGC.
Fatrida, D., dan Andesma, S. (2019). Hubungan Waktu Dengan Tingkat Kepuasan Pasien Dalam Mendapatkan Pelayanan Kesehatan. Jurnal Aisyiyah Medika Volume 4, Nomor 1 Agustus 2019. Halaman 21-30.
Faizah, A. (2017). analisis Kepuasan Pasien Berdasarkan Bauran Pemasaran (People, Process, Physical Evidence) Di Instalasi Rawat Jalan Rumah Sakit Umum Haji Surabaya. Skripsi thesis, Universitas Arilangga.
Putra, A. K. M. (2022).Hubungan Waktu Tanggap (Respon Time) DenganKepuasan Pelayanan Kegawatdaruratan PadaPasien Asma Di Unit Gawat Darurat. Jurnal Penelitian Perawat Profesional. Volume 4 Nomor 2, Mei 2022.
Yudanisa, P. (2019). Tingkat Kepuasan Pasien Peserta Badan Penyelenggara Jaminan Sosial terhadap Mutu Pelayanan Farmasi di Instalasi Rawat Jalan. JIKS. 2019;1(2):174–178.
Nababan, M. C. (2020). Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas X Kota Jambi. Jurnal Kesmas Jambi. Vol. 4 No. 2 (2020): Vol. 4 - No. 2 - September 2020.
Adian, Y. A. P. (2017). Gambaran Tingkat Kepuasan Pasien Terhadap Pelayanan Loket Pendaftaran Rawat Jalan di Puskesmas di Jawa Timur. JPH RECODE Oktober 2020; 4 (1): 43-51 http://e-journal.unair. ac.id/JPHRECODE.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 International Journal of Sciences: Basic and Applied Research (IJSBAR)
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Authors who submit papers with this journal agree to the following terms.
