Persepsi Pasien Askes dan Pasien Umum terhadap Mutu Pelayanan Rawat Inap Tingkat Lanjutan di Rumah Sakit Umum Daerah (RSUD) Deli Serdang Lubuk Pakam Tahun 2005

Abstract

Hospital as one of the health service institutions has to respond and be proactive in meeting the community's needs of qualified and affordable health service. The most important element in hospital organization to meet its objective focuses on human resources and development in hospital. The research question of this study is whether or not there is an influence of service quality on the perception of general and under health insurance program patients of medium-level hospitalized in the in-patients wards of the Deli Serdang General Hospital (RSUD) Lubuk Pakam in 2005. This research is descriptive analytic with using quantitatif method. Its population are 1513 general and under health insurance program patients and 127 of them are 55 health insurance and 72 general patients. The instrument to collect the data is questionnaires with likert scale model. According to the perception of the ratio range in general and under health insurance program. In deed the perception of general said the quality service better than perception of under health insurance of medium-level in patients service at the Deli Serdang General Hospital Lubuk Pakam. There are influence which have a significant in quality service including tangible, reliability, responsiveness, emphaty, assurance on increase of perception of general and under health insurance patiens even though the 5 dimension this quality have an influence which have significant but dimension of reliability and emphaty have the most dominant influence especially under perception of health insurance, this influence includes the service already to serve the patients enough time to the patients family for consultation, so it can give the result that the human resource just one of the dimention aspect quality which has influence to perception of health insurance.