Analisis Pelayanan pada RSUD Dr Pirngadi Medan untuk Meningkatkan Kepuasan Pasien

Abstract

RSUD Dr. Pirngadi is a government hospital which is one of the main health service providers in Medan, so RSUD Dr. Pirngadi is required to provide quality health services according to the needs and wishes of patients. Based on observations and interviews with inpatients at RSUD Dr. Pirngadi, there are complaints felt by patients in services at inpatient installations. The purpose of this research is to analyze the quality of service at RSUD Dr. Pirngadi to increase patient satisfaction. The data collection method was carried out by observation, interviews and distributing questionnaires to 97 patient respondents who had and had used inpatient services. The sampling technique used is convenience sampling. The ServQual method is used to measure the gap between performance and expectations by using the dimensions of reliability, responsiveness, assurance, empathy and tangibles. The calculation results show that all attributes have a negative gap. From the IPA method there are 9 attributes that are priority improvements. The Six Sigma method with the DMAIC step was used to determine the level of patient satisfaction, DPMO value, and sigma level. The average service quality satisfaction rate was 61.31%, the average DPMO was 386,889 and the average sigma level was 1.79. Attribute E1 (friendly and caring health workers when treating patients) is a priority attribute for improvement with the highest DPMO value (436000) and the lowest sigma level (1.66). The solution that can be implemented is to implement the 5S SOP system (Smile, Greeting, Greet, Polite, Polite) for all employees, conduct excellent service training and conduct regular service evaluations for all employees and health workers