Analisis Kepuasan Dengan Metode CSI dan IPA Terhadap Pelayanan Penyediaan Rekam Medis Rawat Jalan Di RS. Dr Soetarto Yogyakarta

Abstract

Abstract

Based on the hospital minimum service standards, the time limit for distributing outpatient medical record is ≤10 minutes. In fact, it is often time for outpatient medical record distribution to exceed this time limit. This study seeks to assess the satisfaction level of doctors and nurses for the provision of outpatient medical record at dr Soetarto Hospital Yogyakarta. A descriptive method used with a quantitative approach; the research design used was cross sectional. The sampling technique was saturated samples. The independent variables, namely five quality dimensions, including reliability, responsiveness, certainty, empathy and appearance. The dependent variable is the level of satisfaction of doctors and nurses. Furthermore, CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) were carried out. The study results indicate the CSI in of the five dimensions of quality; reliability:75.53%, responsiveness: 77.03%, assurance: 78.25%, empathy: 80.68%, tangible: 77.83%. Based on the CSI score, the five dimensions are included in the criteria: satisfaction with service. The highest level of satisfaction in the empathy dimension (80.68%) was the attention or concern of medical record officers to doctors and nurses regarding the outpatient medical record provision. The lowest level of satisfaction on the reliability dimension (75.53%) namely the ability of medical record officers to provide reliable and accurate outpatient medical record. Quadrant I (top priority for improvement) include speed of medical record officers in providing medical record files, mastery of medical record management, and responsiveness or ability of officers to respond to complaints from doctors and nurses.

Keywords: satisfaction level, provision of medical rcord, CSI, IPA

Abstrak

Berdasarkan standar pelayanan minimal rumah sakit, mengacu Kepmenkes RI tahun 2008, batas minimal waktu  pendistribusian rekam medis rawat jalan adalah ≤10 menit. Kenyataannya sering kali lamanya pendistribusian rekam medis rawat jalan lebih dari batas minimal ini. Tujuan penelitian ini adalah mengkaji  tingkat kepuasan dokter dan  perawat terkait pelayanan penyediaan rekam medis rawat jalan di RS dr Soetarto Yogyakarta. Metode deskriptif digunakan dengan pendekatan kuantitatif, cross sectional sebagai rancangan penelitian yang digunakan. Pengambilan sampel menggunakan total populasi.  Variabel bebas yaitu 5 dimensi kualitas meliputi; keandalan, ketanggapan, kepastian, empati dan penampilan. Tingkat kepuasan dokter dan perawat merupakan variabel terikat dari penelitian ini. Selanjutnya dilakukan analisis CSI (Customer Satisfaction Index) dan IPA (Importance Performance Analysis). Hasil penelitian ini menunjukkan Customer Satisfaction Index ditinjau dari kelima dimensi kulaitas; realibility: 75,53%, responsiveness: 77,03%, assurance: 78,25%, empathy: 80,68%, tangible: 77,83%. Berdasar nilai CSI kelima dimensi masuk dalam kriteria: kepuasan terhadap pelayanan. Kesimpulannya adalah tingkat kepuasan tertinggi pada dimensi empathy (80,68%) meliputi; perhatian atau kepedulian petugas rekam medis kepada dokter dan perawat terkait penyediaan rekam medis rawat jalan. Tingkat kepuasan terendah pada dimensi reliability (75,53%) meliputi kemampuan petugas rekam medis untuk menyediakan rekam medis rawat jalan secara terpercaya dan akurat. Hal-hal yang menjadi prioritas utama untuk diperbaiki terletak di kuadran I meliputi; kecepatan petugas rekam medis untuk menyediakan rekam medis rawat jalan, penguasaan manajemen rekam medis rawat jalan, serta sikap tanggap atau kemampuan petugas dalam merespon  keluhan dari dokter dan perawat.

Kata Kunci: tingkat kepuasan, penyediaan rekam medis, CSI, IPA