Kepuasa pasien terhadap pelayanan medis di RS Nasional Dili-Timor Leste

Alkatiri, Fairuziah Binti Bader (2021) Kepuasa pasien terhadap pelayanan medis di RS Nasional Dili-Timor Leste. Masters thesis, Universitas Pelita Harapan.

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Abstract

This study aims to investigate the medical service provided in Dili, Timor Leste. The National Hospital become as the center of medical services for the people of Timor Leste, however there are still many complaints against the quality of medical services initiated by the dissatisfaction of the patient which is a state of higher concern. Applying the phenomenological approach, through purposive sampling, 7 patients with medical services experiences at the National Hospital were interviewed using open-ended questions and observed. The findings pointed towards the lack of several aspects such as available service rooms and their maintenance, clinical investigation options, quantity and quality of medical personnel, and the interaction between workers and patients. These four factors contribute negatively towards patient satisfaction, and yet enlighten national hospital management to enhance their medical service quality. It is hoped that the National Hospital will develop strategies to increase patient satisfaction and cater to the medical needs of Timorese. / Penelitian ini bertujuan untuk mengeksplorasi pengalaman dalam pelayanan medis pada masyarakat Dili, Timor Leste. Penting untuk menggali pengalaman pelayanan medis sehingga dapat mengetahui faktor-faktor dan strategi untuk meningkatkan pelayanan medis Rumah Sakit Nasional. Penelitian ini menggunakan metode kualitatif dengan pendekatan fenomenologi. Melalui purposive sampling, didapatkan 7 pasien dengan pengalaman pelayanan medis di RS Nasional sebagai informan. Pengumpulan data menggunakan wawancara mendalam dengan pertanyaan terbuka. Hasil penelitian menunjukkan kurangnya jumlah dan pemeliharaan ruang pelayanan, pilihan pemeriksaan penunjang, kuantitas dan kualitas tenaga medis serta interaksi dan komunikasi antara petugas dan pasien menjadi penyebab rendahnya kepuasan pasien terhadap suatu pelayanan medis. Keempat faktor tersebut digunakan untuk menilai kepuasan terhadap pelayanan medis guna membantu manajer rumah sakit memahami pentingnya kualitas pelayanan. Rumah Sakit Nasional diharapkan dapat mengembangkan strategi untuk meningkatkan kepuasan pasien dan memenuhi kebutuhan medis masyarakat di Timor Leste.

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Alkatiri, Fairuziah Binti BaderNIM01615200002dr.ziabaderalkatiri@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorTan, Jacob DonaldNIDN0316097704jacob.tan@uph.edu
Uncontrolled Keywords: medical services ; patient satisfaction ; phenomenology ; Timor Leste
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Hospital Administration
Current > Faculty/School - UPH Karawaci > Business School > Master of Hospital Administration
Depositing User: Users 14968 not found.
Date Deposited: 11 Feb 2022 02:49
Last Modified: 22 Feb 2022 06:04
URI: http://repository.uph.edu/id/eprint/45839

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