Anteseden dari outpatient satisfaction pada pasien poliklinik penyakit dalam di era pandemi covid-19 (studi empiris pada pasien rawat jalan RS X)

Elim, Meidy Cicilia (2021) Anteseden dari outpatient satisfaction pada pasien poliklinik penyakit dalam di era pandemi covid-19 (studi empiris pada pasien rawat jalan RS X). Masters thesis, Universitas Pelita Harapan.

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Abstract

Terdapat persaingan yang tinggi antar rumah sakit swasta dalam mengupayakan kualitas pelayanan kesehatan yang diberikan untuk memenuhi kebutuhan konsumen. Unit pelayanan terbesar di rumah sakit adalah unit rawat jalan dengan salah satu poliklinik yang berada dalam unit ini adalah Poliklinik Penyakit Dalam. Pasien yang datang untuk berobat atau berkonsultasi ke bagian ini di masa pandemi COVID-19 tentunya tetap ingin mendapatkan layanan kesehatan terbaik. Ada banyak faktor yang bisa mempengaruhi kepuasan pasien namun masih belum banyak penelitian yang memfokuskan pada kepuasan pasien rawat jalan di era pandemi COVID-19. Oleh karena itu, penelitian ini bertujuan untuk menguji pengaruh dari environment and facilities, professional competence, caring atittudes and emotional support, perceive compliance of COVID-19 protocol, communication and information, and waiting time terhadap kepuasan pasien. Data empiris yang diperoleh dengan purposive sampling dianalisa dengan PLS-SEM. Dari kuesioner yang didistribusikan secara online didapatkan 164 responden yang memenuhi syarat. Hasil penelitian menunjukan bahwa dari variabel independen dan variabel mediasi yang ada berpengaruh positif signifikan pada general satisfaction. Pengaruh paling kuat didapatkan dari environment and facilities dan professional competence, sedangkan pengaruh langsung pada general satisfaction ditemukan paling kuat dari waiting time. Dengan demikian hasil penelitian ini mengkonfirmasi teori kepuasan pasien dalam pelayanan kesehatan. Model penelitian ini memiliki strong predictive accuracy dan large predictive relevance sehingga dapat digunakan dan dikembangkan lagi dalam penelitian lebih lanjut. Terdapat implikasi manajerial dari temuan penelitian ini beserta rekomendasi bagi penelitian selanjutnya./There is high competition between private hospitals in seeking the quality of health services provided to meet consumer needs. The largest service unit in the hospital is an outpatient unit with one of the polyclinics within this unit being the Internal Medicine. Patients who come for treatment or consult in this unit during the COVID-19 pandemic, of course, still want to get the best health services. There are many factors that can affect patient satisfaction but only a few studies focus on outpatient satisfaction in the COVID-19 pandemic era. Therefore, this study aimed to examine the effect of environment and facilities, professional competence, caring attitudes and emotional support, perceived compliance of COVID-19 protocol, communication and information, and waiting time on patient satisfaction. Empirical data obtained by purposive sampling were analyzed by PLS-SEM. From the questionnaires distributed online, 164 respondents met the requirements. The results showed that the independent variables and the existing mediating variables had a significant positive effect on general satisfaction. The strongest effect was obtained from environment and facilities and professional competence, while the direct effect on general satisfaction was found to be strongest from waiting time. Thus the results of this study confirmed the theory of patient satisfaction in health services. This research model has strong predictive accuracy and large predictive relevance so that it can be used and developed in further research. There are managerial implications of the findings of this study along with recommendations for further research.

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