Gambaran Kepuasan Pasien Terhadap Pelayanan Kesehatan Gigi Dan Mulut Di Poli Gigi Puskesmas Cikuya Tahun 2023
Abstract
Patient satisfaction is one of the primary indicators in the standards of a healthcare facility. Patient visits to the Cikuya Health Center fluctuated from 2019 to 2021. This may be due to internal and external factors. Internal factors include the services provided to patients, which may not meet their expectations, causing them to be reluctant to return for treatment. External factors include the improvement in community health levels. Creating patient satisfaction is not easy. One way to improve service quality is by measuring patient satisfaction levels. The aim of this study is to describe the level of patient satisfaction with dental and oral health services at the Cikuya Health Center dental clinic in 2023. This study was conducted at the Cikuya Health Center, with patient satisfaction measured based on five service dimensions: reliability, responsiveness, assurance, empathy, and tangibility. The method used in this study is descriptive quantitative, with a cross-sectional approach and non-probability sampling technique, namely accidental sampling, with a total sample of 177 respondents. The research instrument used was a questionnaire. The study results based on the five dimensions show the following patient satisfaction percentages with dental and oral health services: 1). Reliability dimension: 66% (116 respondents), 2). Responsiveness dimension: 74% (136 respondents), 3). Assurance dimension: 69% (122 respondents), 4). Empathy dimension: 68% (120 respondents), 5). Tangibility dimension: 64% (113 respondents). Overall, by combining the five dimensions, 158 (89%) of respondents stated they were satisfied with the dental and oral health services at the Cikuya Health Center dental clinic. It is recommended to improve services in the areas of reliability, responsiveness, and assurance, while maintaining services in the areas of empathy and tangibility
References
Afrioza, S., & Baidillah, I. (2021). Hubungan Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Puskesmas Sepatan. Journal of Nursing Practice and Education, 1(2), 169–180. https://doi.org/10.34305/jnpe.v1i2.305
Alim, A., Tangdilambi, N., & Badwi, A. (2019). Jurnal Kualitas Pelayanan Kesehatan (Studi Analitik Terhadap Pasien Rawat Jalan di RSUD Makassar). Jurnal Manajemen Kesehatan Yayasan RS.Dr. Soetomo, 5(2), 165. https://doi.org/10.29241/jmk.v5i2.164
Aulia, R., Adhani, R., Taufiqurrahman, I., & Isnur, H. (2017). Pengaruh Kualitas Pelayanan Kesehatan Gigi dan Mulut Terhadap Kepuasan Pasien BPJS di Layanan Primer Banjarmasin. DENTINO Jurnal Kedokteran Gigi, II(1), 95–100.
Emilia, S. (2016). Gambaran Tingkat Kepuasan Pasien di UPT Puskesmas Sindangjawa Kabupaten Cirebon. Patient Satisfaction. Puskesmas, SERVQUAL, 39 (year 1985-2015).
Eni, N., & Abubakar, S. (2019). Tingkat Kepuasan Pasien Pengguna Gigi Tiruan Lepasan Terhadap Pelayanan Kesehatan Gigi Dan Mulut Di Rumah Sakit Khusus Daerah Provinsi Sulawesi Selatan. Media Kesehatan Gigi : Politeknik Kesehatan Makassar, 18(2), 37–43. https://doi.org/10.32382/mkg.v18i2.1307
Goula, A., Stamouli, M. A., Alexandridou, M., Vorreakou, L., Galanakis, A., Theodorou, G., Stauropoulos, E., Kelesi, M., & Kaba, E. (2021). Public hospital quality assessment. Evidence from greek health setting using SERVQUAL model. International Journal of Environmental Research and Public Health, 18(7). https://doi.org/10.3390/ijerph18073418
Hayati, K., Hakim, R. F., & E, M. J. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Unit Radiologi Rumah Sakit Gigi Dan Mulut Unsyiah. Cakradonya Dental Journal, 10(2), 78–85. https://doi.org/10.24815/cdj.v10i2.11705
Istiana, M. N., Imran Ahmad, L. O. A., & Dwiyanti Liaran, R. (2019). Studi Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Rawat Jalan di Rumah Sakit Umum Daerah Kota Kendari. Jurnal Kesehatan Masyarakat Celebes, 1 Nomor 2(02), 24–31.
Kementerian Kesehatan RI. (2019). InfoDATIN Kesehatan Gigi Nasional September 2019. Pusdatin Kemenkes RI, 1–6.
Louw, J. M., Marcus, T. S., & Hugo, J. F. M. (2017). Patient- or person-centred practice in medicine? - A review of concepts. African Journal of Primary Health Care and Family Medicine, 9(1), 1–7. https://doi.org/10.4102/phcfm.v9i1.1455
Pamunarsih, Santoso, B., & Sukini. (2018). Factors Affecting the Low Utilization of Dental Polyclinic in Karanganyar Ii Community Health Center on Demak. Jurnal Kesehatan Gigi, 5(1), 8. https://doi.org/10.31983/jkg.v5i1.3559
Prasasti, S. D., Sirait, T., Koesoemah, H. A., & Laela, D. S. (2021). Gambaran Kepuasan Pasien Terhadap Pelayanan Kesehatan Gigi Dan Mulut Di Poli Gigi Upt Puskesmas Cibaliung. Jurnal Kesehatan Siliwangi, 2(2), 625–632.
Pratiwi, A. I., Widjanarko, B., & Jati, S. P. (2019). Analisis Kepuasan Pasien Terhadap Kualitas Layanan Poli Gigi di Rumah Sakit Banyumanik Semarang. Jurnal Manajemen Kesehatan Indonesia, 7(1), 24–29. https://doi.org/10.14710/jmki.7.1.2019.24-29
Pratiwi, R. P., Misnaniarti, & Idris, H. (2021). Hubungan Mutu Pelayanan Kesehatan Gigi Dan Mulut Terhadap Tingkat Kepuasan Pasien Peserta Jaminan Kesehatan Nasional. Jurnal Kesehatan, 9(3), 140–149.
Profil Kesehatan Puskesmas Cikuya. (2022). Profil Kesehatan Puskesmas Cikuya. 1–71.
Rahmah, R. N. (2017). Gambaran Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Gigi Dan Mulut Di Puskesmas Sukajadi Kota BANDUNG.
Salasim, N. S., Sirait, R. W., & Sinaga, M. (2021). Hubungan Mutu Pelayanan dengan Tingkat Kepuasan Pasien Rawat Inap di Puskesmas Pasir Panjang Kota Kupang. Media Kesehatan Masyarakat, 3(1), 44–51. https://doi.org/10.35508/mkm.v3i1.3479
Sudarwati, M., & Larasati, D. C. (2019). Analisis pelayanan prima dalam mendukung pelayanan kesehatan ibu dan anak: Studi pada Puskesmas Dinoyo Kecamatan Lowokwaru. JISIP: Jurnal Ilmu Sosial Dan Ilmu Politik, 8(2), 144–151.
Wulan, I. G. A. S., Pertiwi, N. K. F. R., & Prasetya, M. A. (2019). Gambaran Tingkat Kepuasan Pasien Peserta BPJS dan Pasien Umum Terhadap Pelayanan di Faskes Tingkat Pertama Poli Gigi Puskesmas IV Denpasar Selatan. Bali Dental Journal, 3(2), 64–69. http://jkg-udayana.org/ojs/index.php/bdj/article/view/166
