Panduan Penulisan
Pengaruh Kualitas Pelayanan Rehabilitasi Medik terhadap Kepuasan Pasien di RSUD Kabanjahe
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ABSTRACT
Physical rehabilitation is one form of service available in hospitals that aims to restore optimal body function. The need for medical rehabilitation continues to increase and it is estimated that more than 2.6 billion people need this service globally. To ensure that medical rehabilitation patients adhere to the therapy plan, patients need to have a satisfying medical rehabilitation experience and to achieve that satisfaction, providers need to deliver a high-quality service. This study aims to explained the effect of physical rehabilitation service quality on patient satisfaction. This study is an analytic study with a cross-sectional approach conducted at Kabanjahe Hospital involving 106 medical rehabilitation patients. Data in this study was collected using a valid and reliable questionnaire. The questionnaires and protocols used in this study have been granted ethical clearance by the Health Research Ethics Committee of the University of North Sumatra. The results of this study found that exactly half of the respondents felt satisfied with the services they received, 51,89% respondents perceived the tangibility dimension was good, 54,72% respondents perceived the reliability dimension was good, 65,09% respondents perceived the responsiveness dimension was good, 52.83% respondents perceived the assurance dimension was good, and 50.94% respondents perceived the empathy dimension was good. It can be concluded that there is a significant relationship between tangibility and patient satisfaction (p<0.001), between reliability and patient satisfaction (p<0.05), between assurance and patient satisfaction (p<0.005), and between empathy and patient satisfaction (p<0.001). Based on these findings it is recommended for the clinic to improve its service quality to increase patient satisfaction at the Kabanjahe Hospital Physical Rehabilitation Clinic.
Keywords: Physiotherapy, Satisfaction, Quality, Physical Rehabilitation
ABSTRAK
Rehabilitasi medik merupakan salah satu bentuk pelayanan yang tersedia di rumah sakit yang bertujuan untuk mengembalikan fungsi tubuh yang optimal. Kebutuhan akan pelayanan rehabilitasi medik terus meningkat dan diperkirakan lebih dari 2,6 milyar penduduk dunia membutuhkan pelayanan ini. Untuk menjamin pasien rehabilitasi medik mematuhi rencana terapi yang diberikan, pasien perlu untuk memiliki pengalaman rehabilitasi medik yang memuaskan, dan untuk memperoleh kepuasan tersebut, penyedia layanan perlu untuk memberikan pelayanan yang berkualitas. Penelitian ini bertujuan untuk menjelaskan pengaruh Kualitas pelayanan rehabilitasi medik terhadap kepuasn pasien. Penelitian ini merupakan penelitian analitik kuantitatif dengan pendekatan potong-lintang yang dilakukan di RSUD Kabanjahe dengan melibatkan 106 pasien rehabilitasi medik. Data pada penelitian ini dikumpulkan dengan menggunakan kuesioner yang telah teruji validitas dan reliabilitasnya. Kuesioner dan protokol yang digunakan pada penelitian ini telah dinyatakan layak etik oleh Komite Etik Penelitian Kesehatan Universitas Sumatera Utara. Hasil pada penelitian ini menemukan bahwa jumlah responden yang merasa puas dan kurang puas dengan pelayanan yang mereka terima adalah sama, dan 51,89% responden merasa dimensi tangibility berkualitas baik, 54,72% responden merasa dimensi reliability berkualitas baik, 65,09% responden merasa dimensi responsiveness berkualitas baik, 52,83% responden merasa dimensi assurance berkualitas baik, dan 50,94% responden merasa dimensi empathy berkualitas baik. Dapat disimpulkan bahwa terdapat hubungan yang signifikan antara kualitas pelayanan dimensi tangibility dengan kepuasan pasien (p<0,001), kualitas pelayanan dimensi reliability dengan kepuasan pasien (p<0,05), kualitas pelayanan dimensi assurance dengan kepuasan pasien (p<0,05), dan kualitas pelayanan dimensi empathy dengan kepuasan pasien (p<0,001). Berdasarkan temuan ini disarankan bagi klinik rehabilitasi medik RSUD Kabanjahe untuk meningkatkan kualitas pelayanan untuk meningkatkan kepuasan pasien klinik rehabilitasi medik RSUD Kabanjahe.
Kata Kunci: Fisioterapi, Kepuasan, Kualitas, Rehabilitasi Medik
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DOI: https://doi.org/10.33024/mahesa.v4i10.15665
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