ANALISIS MUTU PELAYANAN DAN KEPUASAN PASIEN DI BAGIAN PENDAFTARAN RAWAT JALAN

Abstract

Background: Quality health services, one aspect of health services, is an important factor in achieving patient satisfaction at TK IV 03.07.04 Guntur Garut Hospital, but there are still a number of problems that arise, one of which is the queue for outpatient registration which is still long. Objective: This study aims to analyze the effect of service quality and satisfaction in the outpatient registration department at TK IV 03.07.04 Guntur Garut Hospital. Method: The research method used is a quantitative method. Data collection techniques used are Active Participation observation, questionnaires, and documentation studies. The sampling technique used a purposive sampling technique with a total of 98 outpatients. Results: From the results of observations and questionnaires, several problems were found including (1) Queues for BPJS patient services were generally unified so that many complained because they were impatient to wait (2) Queues for patient services directly at the patient registration site on the same day (3) Lack of information about the doctor's schedule. Conclusion: The author provides suggestions for these problems, namely (1) educating patients that BPJS patients and the generalpublic should not be separated or differentiated because this can cause social jealousy (2) immediately activate online-based patient queues (3) make pamphlets or information boards for inform the doctor's schedule.

Keywords: Service Quality, Patient Satisfaction, Outpatient.