Search Repository Universitas Fort De Kock

Kepuasan pasien terhadap pelayanan kesehatan dapat menciptakan persepsi dan kepercayaan pasien terhadap pelayanan tersebut. Kepuasan pelanggan terhadap pelayanan dapat ditentukan oleh faktor-faktor yang dinilai berdasarkan terpenuhinya beberapa dimensi mutu dari pelayanan yang diberikan. Tujuan penelitian ini adalah untuk mendeskripsikan kepuasan pasien terhadap pelayanan poli gigi di Indonesia. Penelitian ini merupakan telaah pustaka (literature review) dengan jenis penelitian kuantitatif menggunakan desain penelitian cross sectional. Tinjauan Literatur dilakukan melalui pencarian artikel yang relevan dari database elektronik Google Schoolar, Science direct dan Garuda. Sepuluh artikel dipilih berdasarkan kriteria inklusi yang telah ditentukan, yaitu rentang tahun 2015-2019, terdapat variabel Assurance, Reliability, Responsiveness, Tangible, Empathy, dan kepuasan pasien poli gigi, berbahasa Indonesia dan Inggris, teks lengkap, open access, dan merupakan jurnal akademik. Artikel dianalisis dengan menggunakan tabel matriks. Hasil penelitian diperoleh dimensi jaminan (Assurance) dan kehandalan (Reliability) rata-rata artikel menyatakan pasien sudah puas, namun kedua dimensi ini belum berpengaruh signfikan terhadap kepuasan pasien. dimensi daya tanggap (Responsivenes) pasien sudah puas dengan daya tanggap petugas. Dimensi tampilan fisik (Tangible) pasien puas dengan dimensi ini, namun pasien berharap adanya upaya peningkatan terhadap tampilan sarana dan prasarana pelayanan kesehatan gigi dan mulut. Dimensi empati (Empathy) pasien merasa puas dengan sikap empati yang ditunjukkan petugas kesehatan gigi dan mulut, ketiga dimensi ini berpengaruh signifikan terhadap kepuasan pasien. Secara umum pasien merasa puas terhadap pelayanan poli gigi di Indonesia ditinjau dari 5 dimensi mutu, namun masih dibutuhkan perhatian untuk terus meningkatkan mutu pelayanan poli gigi di Indonesia agar dapat memberikan kepuasan pasien dan tercapainya derajat kesehatan masyarakat yang setinggitingginya.

Patient satisfaction with health services can create patient perceptions and trust in these services. Customer satisfaction with services can be determined by factors based on the fulfillment of several dimensions of the quality of the services provided. The purpose of this study is to describe patient satisfaction with dental clinic services in Indonesia. This research is a literature review (literature review) with quantitative research using a cross-sectional research design. Literature review is carried out by searching for relevant articles from the electronic databases of Google Schoolar, Science direct and Garuda. Ten articles were selected based on the specified inclusion criteria, namely the period 2015-2019, there were variables of Assurance, Reliability, Responsiveness, Tangible, Empathy, and satisfaction of dental patients, in Indonesian and English, full text, open access, and an academic journal. . Articles were analyzed using a matrix table. The results obtained by the dimensions of assurance (Assurance) and reliability (reliability) on average patient research articles are satisfied, but these two dimensions have not had a significant effect on patient satisfaction. Responsiveness dimension, the patient is satisfied with the staff's responsiveness. The dimensions of the physical appearance of the patient are satisfied with this dimension, but the patient hopes that there will be efforts to improve the appearance of dental and oral health facilities and infrastructure. The dimensions of patient empathy are satisfied with the empathy attitude shown by dental and oral health workers. These three dimensions have a significant effect on patient satisfaction. In general, patients are satisfied with dental polyclinic services in Indonesia in terms of fifth quality dimensions, but attention is still needed to continue to improve the quality of dental clinic services in Indonesia in order to provide patient satisfaction and achieve a hot public health degree.