Analisa ketidakpuasan pasien berdasarkan pendekatan patient experience bundle dengan metode six-sigma di Rumah Sakit XYZ

Ramadhana, Rizky (2023) Analisa ketidakpuasan pasien berdasarkan pendekatan patient experience bundle dengan metode six-sigma di Rumah Sakit XYZ. Masters thesis, Universitas Pelita Harapan.

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Abstract

Peningkatan kualitas pelayanan pasien merupakan hal penting untuk mencapai keunggulan dalam pemberian pelayanan kesehatan terhadap pelayanan yang diberikan. Oleh karena itu, kepuasan pasien merupakan salah satu faktor penting yang menentukan keberhasilan suatu fasilitas pelayanan kesehatan. Manajemen rumah sakit perlu menganalisis tingkat ketidakpuasan pasien sebagai bentuk tanggung jawab terhadap pelayanan terhadap pasien. Saat ini, penelitian yang menganalisis tingkat ketidakpuasan pasien dengan metode Six-Sigma sebagai sarana untuk meningkatkan kualitas pelayanan rumah sakit masih terbatas. Penelitian ini menyelidiki hubungan antara Patient Experience Bundle (PEB) dengan tingkat ketidakpuasan pasien diteliti dengan metode Six-Sigma di rumah sakit XYZ pada periode tertentu. Data primer dikumpulkan secara kuantitatif menggunakan histori keluhan pasien, dengan pendekatan uji beda komparasi pada bulan Januari sampai September 2023 di Rumah Sakit Swasta terkemuka yang terakreditasi. Data terkumpul lebih dari 200 partisipan dan dianalisis dengan advanced statistical analysis. Faktor profesionalisme, proses, dan komunikasi ditemukan memiliki hubungan positif yang signifikan dengan ketidakpuasan pasien, dan dibuktikan langsung dengan penilaian pasien terhadap tingkat kepuasan berdasarkan data histori komplain. Net Promoter Score (NPS) dan Severity Score ditemukan memiliki pengaruh langsung terhadap PEB. Hasil penelitian ini menjelaskan hubungan antara PEB yang di analisa dengan metode Six-Sigma terhadap tingkat ketidakpuasan pasien yang dimediasi oleh histori komplain pasien dan diterapkan peningkatan di berbagai bidang PEB untuk meningkatkan kualitas pelayanan terhadap pasien. / Improving the quality of patient care is important to achieve excellence in the provision of health services for the services provided. Therefore, patient satisfaction is an important factor that determines the success of a health service facility. Hospital management needs to analyze the level of patient dissatisfaction as a form of responsibility for patient service. Currently, research analyzing the level of patient dissatisfaction with the Six-Sigma method as a means of improving the quality of hospital services is still limited. This research investigates the relationship between the Patient Experience Bundle (PEB) and the level of patient dissatisfaction studied using the Six-Sigma method at XYZ Hospital in a certain period. Primary data was collected quantitatively using patient complaint histories, using a comparative difference test approach from January to September 2023 at leading accredited private hospitals. Data was collected from more than 200 participants and analyzed using advanced statistical analysis. Professionalism, process and communication factors were found to have a significant positive relationship with patient dissatisfaction, and this was directly proven by patient assessments of satisfaction levels based on historical complaint data. Net Promoter Score (NPS) and Severity Score were found to have a direct influence on PEB. The results of this study explain the relationship between PEB which was analyzed using the Six-Sigma method and the level of patient dissatisfaction which is mediated by the history of patient complaints and implemented improvements in various areas of PEB to improve the quality of service to patients.

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