Pengaruh Persepsi Pasien tentang Mutu Pelayanan Kesehatan terhadap Pemanfaatan Ruang Rawat Inap di Rumah Sakit Umum Daerah Porsea

Abstract

The use of in patient ward of a hospital is influenced by many factors, and one of them is the perception of patient on the quality of in patient health service available in a hospital. Porsea General Hospital, a hospital in Toba Samosir District, is a C-class hospital whose BOR for the past five years was less than the ideal rate and the result of the initial survey shows that 83.3% of the patients were not satisfied with the service provided by Porsea General Hospital. These low BOR and dissatisfaction are related to the poor perception of patients who have been treated in this hospital. This survey study with analytical approach is aimed at examining the influence of patient's perception on health service quality (administration service, doctor's service, nurse's service, service facility, and environment) on the use of in-patient facilities available in Porsea General Hospital. Selected through accidental sampling technique, the population of this study is 82 patient being hospitalized in Class III in-patient wards with general status and ~ 2 days treatment in Porsea General Hospital and their families. The data for this study were obtained through interview and questionare distribution. The data obtained were analyzed through multiple logistic regression tests. The result of this study shows that the use of in-patient wards in Porsea General Hospital is influenced by service quality (administration, doctors, nurses, facilities and environment) for 40,9%. The most dominant variable is the service given by the nurses working in the in-patient wards ( p = 0.020 ). It is suggested that the management of Porsea General Hospital need to improve nurses' ability that they can give prime service and complete the facilities supporting the in-patient service.