PENGARUH KUALITAS PELAYANAN LABORATORIUM TERHADAP TINGKAT KEPUASAN PASIEN
Authors: Widyaningsih Destu Satya , Maryani Novi 
Published: July 2020

Kepuasan pasien merupakan penilaian pasien berdasarkan pelayanan yang diberikan. Indikator kepuasan pasien terhadap kualitas pelayanan dapat dilihat dari segi kinerja tenaga dokter, kinerja tenaga medis dan non medis, dan system administrasi. Pasien yang datang untuk periksa ke laboratorium Puskesmas Kotagede II mempunyai kaitan yang erat dengan hasil pelayanan kesehatan, baik secara medis maupun non medis. Berdasarkan hasil studi pendahuluan yang telah dilakukan oleh peneliti pada tanggal 31 desember 2016 didapatkan data rata-rata kunjungan pasien ke laboratorium Puskesmas Kotagede II dalam bulan November 2016 sebanyak 30 pasien perhari dan pada bulan desember 2017 rata-rata sebanyak 25 pasien perhari, terjadi penurunan kira-kira 16% kunjungan pasien di laboratorium Puskesmas Kotagede II. Hal ini dapat mengindikasikan terjadinya penurunan kualitas pelayanan laboratorium di Puskesmas Kotagede II Kota Yogyakarta. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien di UPT Puskesmas Kotagede II Kota Yogyakarta. Jenis penelitian ini termasuk penelitian kuantitatif dengan pendekatan crossectional. Sampel penelitian berjumlah 122 responden. Analisa data menggunakan uji statistik korelasi rangking spearman yang ditinjau dari lima dimensi yaitu: Kehandalan (Realibility), Daya Tanggap (Responvinsiveness), Jaminan (Assurance), Empati (Empaty) dan Tampilan fisik (Tangible). Hasil penelitian pengaruh kualitas pelayanan laboratorium terhadap tingkat kepuasan pasien di UPT Puskesmas Kotagede II Kota Yogyakarta didapatkan hasil bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan pasien yang dibuktikan dengan nilai korelasi 0,417 dan nilai signifikansi 0,022 yang lebih kecil dari 0,05. Kata Kunci: Kualitas Pelayanan Laboratorium, Kepuasan Pasien. ABSTRAKPatient satisfaction is defined as patient assessment towards the service they received. Indicators for patient satisfaction regarding quality of service can be observed from the performance of medical doctors and other health professionals, as well as administration system. Patients seeking services from laboratory unit of Kotagede II Primary Health Care (PHC) is highly associated with the results of health service, both medical and non-medically. According to preliminary study conducted by the author on 31 December 2016, average number of patients visiting Kotagede II PHC were 30 patients and 25 patients per day on November and December 2016, respectively. The results demonstrated approximately 16% decline in patient visits to the laboratory unit. This may be due to decrease in quality of service in Kotagede II PHC. The research was conducted to understand the level of patient satisfaction in laboratory integrated service unit of Kotagede II PHC, Yogyakarta, in year 2017. The research was a quantitative study with cross sectional approach. Total number of respondents was 122 persons. Data analysis was performed by using Spearman's rank correlation statistical test, analyzed from five aspects: reliability, responsiveness, assurance, empathy, and tangible.The results showed that there was a correlation between quality of health service with patient satisfaction in laboratory integrated service unit of Kotagede II PHC, as shown by correlation value of 0.417 and significance level of 0.022 (<0.05). Keywords: quality service, laboratory, patient satisfaction