ANALISIS LOYALITAS PASIEN DI INSTALASI RAWAT INAP RSUD MUNYANG KUTE REDELONG KABUPATEN BENER MERIAH PROVINSI ACEH TAHUN 2019
Authors: NIRMAYATI N , Devi Fitriani Arifah , Simanjorang Asyiah 
Published: January 2020

Pemberian pelayanan yang berkualitas kepada pasien merupakan cara untuk meningkatkan loyalitas pasien ke rumah sakit. Loyalitas pasien rawat inap di RSUD Munyang Kute Redelong Kabupaten Bener Meriah Provinsi Aceh. Data kunjungan pasien lama dengan baru rawat inap periode Januari-Juni 2018 menunjukkan perbedaan proporsi signifikan. Jumlah pasien lama adalah 498 orang dengan rata-rata perbulan 83 orang dan pasien baru adalah 4.625 orang dan rata-rata per bulan 770 orang. Kondisi diduga disebabkan  kunjungan ulang rendah, kurang suka, komitmen rendah, penolakan kuat, dan tidak rekomendasi kepada orang lain. Tujuan penelitian adalah untuk menganalisis loyalitas pasien di Instalasi Rawat Inap RSUD Munyang Kute Redelong.Jenis penelitian adalah mix methode dengan pendekatan kuantitatif cross sectional dan  penelitian kualitatif. Populasi sebanyak 5.123orang pasien. Sampel pendekatan kuantitatif sebanyak 113orang dengan teknik proporsional to size. Informan pendekatan kualitatif yaitu 3 orang pasien dan 4 orang (Kabid Pelayanan, Kabid Keperawatan, Kabid Penunjang Medik, dan Direktur). Data kuantitatif dianalisis secara univariat, bivariat dan multivariat, sedangkan data kualitatif melalui reduksi data, penyajian dan penarikan kesimpulan.Faktor kunjungan ulang pasien (0,012), kesukaan (0,019), komitmen (0,003), penolakan (0,037) dan rekomendasi (0,001) berpengaruh terhadap loyalitas pasien. Hasil wawancara ditemukan faktor memengaruhi loyalitas pasien adalah akses, fasilitas, kebersihan, dan kebisingan. Untuk meningkatkan loyalitas pasien dengan mengevaluasi tingkat kepuasan pasien melalui kotak saran secara berkala, meningkatkan kemampuan dan keterampilan tenaga kesehatandalam berkomunikasi melalui pelatihan/kursus, menyediakan fasilitas pendukung yang memadai, membuat kebijakan tentang evaluasi kinerja petugas kebersihan ruang rawat inap secara berjenjang dengan instrument lembar ceklis dan mengevaluasi pelaksanaan kebijakan tentang jadwal dan batasan keluarga berkunjung.

 

 

Providing quality services to patients is a way to increase patient loyalty to the hospital. Inpatient loyalty at Munyang Kute Redelong Hospital in Bener Meriah District, Aceh Province. Data on visits of old patients with new hospitalizations for the period January-June 2018 show a significant difference in proportion. The number of old patients is 498 people with an average of 83 people per month and new patients are 4,625 people and 770 people per month on average. The condition is suspected to be caused by low repeat visits, dislike, low commitment, strong rejection, and not recommendations to others. The aim of the study was to analyze the loyalty of patients in the Inpatient Installation of Munyang Kute Hospital in Redelong. This type of research is a mix method with a quantitative cross sectional approach and qualitative research. The population was 5,123 patients. The quantitative approach sample is 113 people with a proportional to size technique. Qualitative approach informants were 3 patients and 4 people (Head of Services, Head of Nursing, Head of Medical Support, and Director). Quantitative data were analyzed by univariate, bivariate and multivariate, while qualitative data through data reduction, presentation and conclusion.Factors of patient re-visit (0.012), preference (0.019), commitment (0.003), rejection (0.037) and recommendations (0.001) had an effect on patient loyalty. The results of the interviews found that factors affecting patient loyalty were access, facilities, cleanliness and noise.To increase patient loyalty by evaluating the level of patient satisfaction through a suggestion box regularly, increasing the ability and skills of health workers in communicating through training / courses, providing adequate supporting facilities, making policies on evaluating the performance of janitors in tiered rooms with instruments checklist and evaluate the implementation of policies regarding the schedule and limits of family visits.