FAKTOR-FAKTOR PELAYANAN KESEHATAN YANG MEMPENGARUHI KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH DR. H. CHASAN BOESOIRIE TERNATE

HEALTH SERVICE FACTORS AFFECTING THE SATISFACTION OF PATIENTS IN THE DR. H. CHASAN BOESOIRIE REGIONAL PUBLIC HOSPITAL TERNATE

Abstract

Background: Complaint is important response from a patient
who has a unique information and valuable for the organization
to improve quality of service and risk management. The
challenge for the hospital organization now is how to catch and
using information from the patients productive to improve the
quality, safety, and it gives the accessibility to care patient
system or medication. Hospital DR. H. Chasan Boesoirie
Ternate in 2014 began to hold a counter services for complaints
and information from the public. Based on the data, throughout
the year 2014 there were four reports of complaints from
external customers and internal one complaints from
customers.

Objective: Knowing the health service factors that affect the
satisfaction of outpatients in RSUD DR. H. Chasan Boesoirie
Ternate.
Methods: This research qualitative eksploratif by using the draft
case study. Subjects is the patients out as much as 16
respondents.
Results: Existed dissatisfaction patients such as silent, anger
and rage, protest, complaint and compare to the hospital, and
choose treated in a hospital. Factors that cause dissatisfaction
with staff that is communication rude, make it harder for
patients, and not discipline time. On the part of management,
the waiting time and schedule information are uncertain. On the
part environment, facilities and infrastructure, as well as medical
equipment is not adequate.
Conclusion: There is a dissatisfaction as evidence of dissatisfaction
patients. Many factors that influence so that there
dissatisfaction patients to service that it receives. Three
components in service system in the hospital staff,
management and environmental influenced by and each one
another. It is advisable to see this as positive inputs in order to
carry out quality improvement. The meeting the needs, and
expectations a desire and it will be making customer satisfaction
patients.