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Hubungan Mutu Pelayanan Keperawatan dan Perilaku Caring Perawat dengan Kepuasan Pasien Badan Penyelenggara Jaminan Sosial Kesehatan dan Umum di Rawat Inap Kelas III RSUD Sunan Kalijaga Kabupaten Demak
Universitas Diponegoro
Fakultas Kesehatan Masyarakat
Program Studi Magister Ilmu Kesehatan Masyarakat
Konsentrasi Administrasi Rumah Sakit
2017
ABSTRAK
Siwi Bagus Ajiningrat
Hubungan Mutu Pelayanan Keperawatan dan Perilaku Caring Perawat dengan Kepuasan
Pasien Badan Penyelenggara Jaminan Sosial Kesehatan dan Umum di Rawat Inap Kelas
III RSUD Sunan Kalijaga Kabupaten Demak
xvi + 128 halaman + 30 tabel + 8 lampiran
Banyak faktor yang diduga mempengaruhi perbedaan tingkat kepuasan pasien BPJS
dan pasien umum di rawat inap kelas III di RSUD Sunan Kalijaga Kabupaten Demak,
diantaranya mutu pelayanan keperawatan dan perilaku caring perawat. Kenyataan bahwa mutu
pelayanan keperawatan di rumah sakit seperti itu akibat dari perilaku caring perawat sehingga
berdampak kepada ketidakpuasan pasien.
Jenis penelitian adalah kuantitatif, pendekatan cross sectional. Responden 120 orang,
pasien BPJS kesehatan 100 orang, pasien umum 20 orang. Analisis data dengan analisis
independent t test.
Hasil penelitian, pasien BPJS kesehatan umur 59-65 tahun 22,0%, perempuan 52,%,
pendidikan SMP 38,0%, sebagai petani 34,0%, menikah 80,0%, mutu pelayanan keperawatan
kategori cukup 62,0% dan baik 38,0%, perilaku caring perawat kategori cukup 17,0% dan baik
83,0%, kepuasan kategori cukup 11,0% dan baik 89,0% Pasien umum umur 45-51 tahun
45,0%, laki-laki 55,%, pendidikan SMA 60,0%, bekerja swasta 80,0%, menikah 100,0%. mutu
pelayanan keperawatan kategori cukup 5,0%, baik 95,0%. perilaku caring perawat umum
kategori baik 100,0%, kepuasan kategori baik 100,0%. Tidak ada perbedaan mutu pelayanan
keperawatan pada pasien BPJS kesehatan dan umum (α=0,094). Tidak ada perbedaan perilaku
caring perawat pada pasien BPJS kesehatan dan umum (α=0,129). Ada perbedaan kepuasan
pada pasien BPJS kesehatan dan umum (t hitung =2,635, α=0,012). Tidak ada hubungan mutu
pelayanan Keperawatan terhadap kepuasan pada pasien BPJS kesehatan dan umum
(α=0,173). Ada hubungan perilaku caring perawat terhadap kepuasan pada pasien BPJS
kesehatan dan umum (α = 0,049)
Agar RSUD lebih mendorong meningkatkan mutu pelayanan keperawatan dan perilaku
caring perawat dengan cara selalu memberikan pembinaan teknis, pendidikan pelatihan dan
mengoptimalkan tugas dan peran dalam bidang keperawatan.
Kata kunci
: Mutu Pelayanan Keperawatan, Perilaku Caring Perawat, Kepuasan Pasien
Kepustakaan : 60 (1990-2010)Diponegoro University
Faculty of Public Health
Master’s Study Program in Public Health
Majoring in Hospital Administration
2017
ABSTRACT
Siwi Bagus Ajiningrat
The Relationship of the Quality of Nursing Service and Nurse’s Caring Behaviours with
Patients’ Satisfaction of Health Social Insurance Agency and General at Inpatient
Installation of Class III at the Public Hospital of Sunan Kalijaga in Demak Regency
xvi + 128 pages + 30 tables + 8 appendices
Some factors suspected influencing the differences of patients’ satisfaction levels of
Health Social Insurance Agency (HSIA) and General at inpatient installation of Class III at the
Sunan Kalijaga Public Hospital in Demak Regency were a quality of nursing services and
nurse’s caring behaviours. In fact, low quality of nursing services was due to nurse’s caring
behaviours in which it led to patients’ dissatisfaction.
This was a quantitative study using cross-sectional approach. Number of respondents
were 120 persons which consisted of 100 HSIA patients and 20 general patients. Data were
analysed using an Independent t test.
The results of this research showed that among HSIA patients, a proportion of age 59-65
years old was 22.0%, a proportion of female was 52.0%, as many as 38.0% graduated from
Junior High School, 34.0% of the respondents worked as a farmworker, 80.0% of the
participants had got married, as many as 62.0% of the respondents had fairly good quality of
nursing services and the rest was good (38.0%), as many as 17.0% of the respondents had
fairly good nurse’s caring behaviours and the rest was good 83.0%), and as many as 11.0%
were fairly satisfied and the rest was satisfied 89.0%. In contrast, among general patients, a
proportion of age 45-51 years old was 45.0%, a proportion of male was 55.0%, as many as
60.0% graduated from Senior High School, 80.0% of the respondents worked as in private
sectors, 100.0% of the participants had got married, as many as 5.0% of the respondents had
fairly good quality of nursing services and the rest was good (95.0%), all of the respondents
(100.0%) had good nurse’s caring behaviours, and all of the respondents (100.0%) were
satisfied. There was no difference in the quality of nursing services between HSIA and general
patients (p=0.094). There was no difference in the nurse’s caring behaviours between HSIA and
general patients (p=0.129). There was any difference in satisfaction between HSIA and general
patients (t=2.635; p=0.012). There was no significant relationship between the quality of nursing
services and satisfaction of HSIA and general patients (p=0.173). There was no significant
relationship between the nurse’s caring behaviours and satisfaction of HSIA and general
patients (p=0.049).
The public hospital needs to improve the quality of nursing services and the nurse’s caring
behaviours by providing a technical guidance, education, training, and optimising tasks and
roles in nursing.
Keywords : Quality Of Nursing Services, Nurse’s Caring Behaviours, Patients’ Satisfaction
Bibliography: 60 (1990-2010
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Kata Kunci : keamanan jaringan, metrik keamanan, CVSS, pemindai kerentanan nessus, metrik resiko jaringan, metoda lai-hsi
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