Analisis Kepuasan Pasien Gancang Aron dengan Metode Importance Performance Analysis di RSUD Blambangan

Abstract

Abstrak

Gancang Aron (Gugus Antisipasi Cegah Antrian Panjang dengan Antar Obat ke Rumah Pasien) merupakan program inovasi RSUD Blambangan untuk mengurangi waktu tunggu pelayanan obat. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pasien pengguna program Gancang Aron dengan metode Importance Performance Analysis di RSUD Blambangan Kabupaten Banyuwangi. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kuantitatif. Jumlah sampel sebanyak 96 responden yang ditentukan dengan teknik simple random sampling. Hasil penelitian menunjukkan bahwa sebagian besar atribut dianggap penting namun kinerjanya masih ada yang dianggap kurang baik dan belum memenuhi harapan, yaitu petugas kurang tepat waktu dalam melayani pasien, petugas kurang menerima dan mendengarkan keluhan pasien dengan baik, instalasi farmasi memiliki persediaan obat yang kurang lengkap, dan ruang tunggu kurang memadai. Tingkat kepuasan pasien pengguna program Gancang Aron ditinjau dari dimensi kompetensi teknis, akses terhadap pelayanan, kelangsungan pelayanan, keamanan, efektivitas, hubungan antar manusia, dan efisiensi ialah sangat puas, sedangkan ditinjau dari dimensi kenyamanan ialah puas, namun atribut ruang tunggu memadai dan tersedianya AC/televisi/majalah di ruang tunggu belum memenuhi harapan pasien. Berdasarkan diagram kartesius diketahui bahwa atribut tersebar dalam empat kuadran. Atribut yang dianggap penting dan telah baik kinerjanya sebanyak 7 atribut, sedangkan atribut yang dianggap kurang penting dan belum baik kinerjanya sebanyak 8 atribut.

Kata kunci: diagram kartesius, gancang aron, kepuasan pasien

 

Abstract

Gancang Aron (Anticipation Group to Prevent Long Queues by Delivering Medicines to Patients' Homes) is an innovation program at the Blambangan Hospital to reduce waiting time for drug services. This study aims to analyze the level of patient satisfaction using the Gancang Aron program using the Importance Performance Analysis method at Blambangan Hospital, Banyuwangi Regency. This research is a descriptive research with a quantitative approach. The number of samples as many as 96 respondents determined by simple random sampling technique. The results showed that most of the attributes were considered important but their performance was still considered unfavorable and did not meet expectations, namely officers were less punctual in serving patients, officers did not receive and listen to patient complaints properly, pharmacy installations have inadequate drug supplies, and inadequate waiting rooms. The level of patient satisfaction using the Gancang Aron program in terms of the dimensions of technical competence, access to services, service continuity, security, effectiveness, human relations, and efficiency is very satisfied, while in terms of the comfort dimension it is satisfied, but the attributes of the waiting room are adequate and the availability of air conditioning/television/magazines in the waiting room have not met the patient's expectations. Based on the cartesian diagram, it is known that the attributes are spread in four quadrants. Attributes that are considered important and have good performance are 7 attributes, while attributes that are considered less important and have not performed well are 8 attributes.

 

Keywords: cartesian diagram, gancang aron, patient satisfaction