ANALISIS INDEKS KEPUASAN PASIEN PADA PELAYANAN RUMAH SAKIT UMUM DAERAH (RSUD) ANUNTALOKO KABUPATEN PARIGI MOUTONG

ABSTRACT

Astar Baturangka. P10223020. Analysis of Patient Satisfaction Index in Anuntaloko Regional General Hospital (RSUD) Services, Parigi Moutong Regency (Under the Guidance of Muh. Ryman Napirah and Abd. Rahman)

One of the public services provided by the government in the health sector is hospital services. The assessment of the patient satisfaction index refers to the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform Number 14 of 2017 concerning Guidelines for Compiling Public Satisfaction Surveys. Based on preliminary studies and initial interviews with several officers and patients at Anuntaloko Regional Hospital, Parigi Moutong Regency, information was obtained that there were several problems in the patient satisfaction index in hospital services, namely in outpatient and inpatient services, the community who should be the main orientation of health services often reap disappointment when seeking treatment at Anuntaloko Regional Hospital. The purpose of the study was to analyze the value of the patient satisfaction index in the services of Anuntaloko Regional Hospital, Parigi Moutong Regency. This study uses a descriptive quantitative method. The sample in this study was 400 patients of Anuntaloko Hospital, with a Proportional Stratified Random Sampling sampling technique. Data collection through questionnaires. The results of the study showed that the Patient Satisfaction Index of Anuntaloko Hospital, Parigi Moutong Regency, for the service quality value of Anuntaloko Hospital, Parigi Moutong Regency was 3.11 with a conversion value of 77.70 so that the service quality was categorized as B (Good). The average value of respondents' answers for the Requirements indicator is in the Good category with a patient satisfaction index of 3.14, the System, Mechanism, and Procedure indicator is in the Good category with a patient satisfaction index of 3.11, the Completion Time indicator is in the Less Good category with a patient satisfaction index of 3.05, the Cost/Tariff indicator is in the Good category with a patient satisfaction index of 3.12, the Product Specification Type of Service indicator is in the Good category with a patient satisfaction index of 3.08, the Implementer Competence indicator is in the Good category with a patient satisfaction index of 3.18, the Implementer Behavior indicator is in the Good category with a patient satisfaction index of 3.30, the Complaints, Suggestions, and Input Handling indicator is in the Less Good category with a patient satisfaction index of 3.05, and the Facilities and Infrastructure indicator is in the Less Good category with a patient satisfaction index of 2.96. Patient Satisfaction Index Value of Anuntaloko Hospital, Parigi Moutong Regency, that overall the quality of service of Anuntaloko Hospital, Parigi Moutong Regency in 2024 has Category (B) with a value of 76.97 in Good Service Performance.

Keywords : Patient Satisfaction Index, Hospital Services