The Effect of Specialist Performance Factors on Outpatient Satisfaction at RSUD dr. Loekmonohadi Kudus

Abstract

ABSTRAK

Kinerja dokter spesialis merupakan salah satu aspek yang mempengaruhi tingkat kepuasan masyarakat terhadap pelayanan di rawat jalan RSUD dr. Loekmonohadi Kabupaten Kudus. Indeks kepuasan masyarakat di pelayanan rawat jalan masih berada di bawah standar pelayanan minimal (SPM) dan menjadi pelayanan dengan IKM terendah. Tujuan dari penelitian ini untuk mengetahui pengaruh faktor kinerja dokter spesialis terhadap kepuasan pasien rawat jalan RSUD dr. Loekmonohadi Kudus.

Metode penelitian yang digunakan yaitu penelitian kuantitatif dengan jumlah responden sebanyak 100 pasien yang berkunjung ke pelayanan rawat jalan dokter spesialis di RSUD dr. Loekmonohadi Kudus.

Hasil penelitian menunjukkan bahwa kemampuan dan keahlian (p-value = 0,004), kepribadian (p-value = 0,001), lingkungan kerja (p-value = 0,001), loyalitas (p-value = 0,001), komitmen (p-value = 0,001), disiplin kerja (p-value = 0,003), komunikasi (p-value = 0,001), kecepatan (p-value = 0,003) dan inisiatif  (p-value = 0,001) dokter spesialis berpengaruh terhadap kepuasan pasien di pelayanan rawat jalan RSUD dr. Loekmonohadi Kudus. Variabel lingkungan kerja dokter spesialis merupakan variabel yang pmemiliki pengaruh terbesar terhadap kepuasan pasien dengan Exp(B) 46,732.

Berdasarkan hasil penelitian tersebut, RSUD dr. Loekmonohadi perlu melakukan evaluasi terhadap kinerja dokter spesialis di pelayanan rawat jalan serta melengkapi sarana dan prasarana terkait dengan pelayanan di rumah sakit.

Kata kunci: kinerja, kepuasan, pasien dan rawat jalan

 

ABSTRACT

The performance of a specialist is one aspect that affects the level of community satisfaction with outpatient services at the RSUD dr. Loekmonohadi. The community satisfaction index in outpatient services is still below the minimum service standard (SPM) and the service with the lowest IKM. The purpose of this study was to determine the effect of specialist performance factors on outpatient satisfaction at RSUD dr. Loekmonohadi Kudus.

The research used quantitative method with the number of respondents as many as 100 patients who visit the outpatient services of specialists in RSUD dr. Loekmonohadi.

The results showed that ability and expertise (p-value = 0.004), personality (p-value = 0.001), work environment (p-value = 0.001), loyalty (p-value = 0.001), commitment (p-value = 0.001 ), work discipline (p-value = 0.003), communication (p-value = 0.001), speed (p-value = 0.003) and initiative (p-value = 0.001) of specialists influence patient satisfaction in outpatient services at RSUD dr . Loekmonohadi. The working environment is a variable that has the greatest influence on the satisfaction of patients with Exp (B) 46,732.

Based on the results, RSUD dr. Loekmonohadi needs to evaluate the performance of specialists in outpatient services and complete facilities and infrastructure related to hospital services.

Keywords: performance, satisfaction, patient and outpatient