Analisis Kualitas Pelayanan Kesehatan Pada Unit Gawat Darurat Rumah Sakit Umum Daerah Haji Makassar

Authors

  • Syafaruddin Syafaruddin Rumah Sakit Umum Daerah Haji Makassar
  • Alam Tauhid Syukur Sekolah Tinggi Ilmu Administrasi - Lembaga Administrasi Negara, Makassar

DOI:

https://doi.org/10.33509/jan.v20i2.7

Keywords:

Kualitas pelayanan kesehatan, Tangible, Realibility, Responsiveness, Assurance, Emphaty, Unit Gawat Darurat RSUD Haji Makassar

Abstract

Abstrak : Rumah sakit sebagai salah satu sarana kesehatan yang memberikan pelayanan kesehatan kepada masyarakat memiliki peran yang sangat strategis dalam mempercepat peningkatan derajat kesehatan masyarakat. Oleh karena itu, rumah sakit dituntut untuk memberikan pelayanan yang bermutu sesuai standar yang ditetapkan dan dapat menjangkau seluruh lapisan masyarakat. Berdasarkan hal tersebut di atas, maka tujuan penelitian ini adalah untuk mengetahui kualitas pelayanan kesehatan di UGD RSUD Haji Makassar. Metode penelitian menggunakan metode deskriptif kuantitatif dan kualitatif. Populasi penelitian adalah keseluruhan pasien UGD RSUD Haji Makassar pada kurun waktu Maret-April 2014, dengan sampel sebanyak 100 responden melalui teknik penarikan sampel teknik sampling aksidental. Teknik dan instrumen pengumpulan data terdiri atas kuesioner (angket), wawancara, observasi (pengamatan) dan dokumentasi. Teknik pengolahan dan analisis data melalui editing dan tabulasi data dengan analisis data menggunakan pendekatan deskriptif kuantitatif (tabel frekuensi dan persentase) dan skoring. Hasil penelitian menunjukkan bahwa kualitas pelayanan kesehatan pada UGD RSUD Haji Makassar dilihat dari: (a)  sub variabel/aspek tangible, (b) sub variabel/aspek realibility, (c) sub variabel/aspek responsiveness, (d) sub variabel/aspek assurance, dan (e) sub variabel/aspek emphaty berada pada kategori berkualitas.

Kata Kunci : Kualitas pelayanan kesehatan, Tangible, Realibility, Responsiveness, Assurance, Emphaty, Unit Gawat Darurat RSUD Haji Makassar.

 

Abstract : Hospital as one of the health facilities that provide health care services to the public has a very strategic role in accelerating the improvement of the health of society. Therefore, hospitals are required to provide appropriate quality of service standards which can reach all levels of society. The purpose of this study was to determine the quality of health care in emergency unit of Haji Regional Hospital Makassar. The research used descriptive quantitative and qualitative methods. The population was patients of emergency unit during the period of March-April 2014, with a sample of 100 respondents through accidental sampling technique. Techniques and data collection instruments consisted of a questionnaire, interviews, observation and documentation. Data processed and anylised through editing and tabulation by using quantitative descriptive approach (frequency tables and percentages) and scoring. The results showed that the quality of health care in emergency room from: (a) sub-variables/ tangible aspects, (b) sub-variables/reliability aspects, (c) sub-variables/aspects of responsiveness, (d) sub-variables/assurance aspects and (e) the sub-variables/aspects of empathy  were in the good quality.

Keywords : Quality of health care, Tangible, Reliability, Responsiveness, Assurance, Empathy, Emergency Unit Haji Regional Hospital Makassar

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References

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Published

2014-08-08

How to Cite

Syafaruddin, Syafaruddin, and Alam Tauhid Syukur. 2014. “Analisis Kualitas Pelayanan Kesehatan Pada Unit Gawat Darurat Rumah Sakit Umum Daerah Haji Makassar”. Jurnal Administrasi Negara 20 (2):52-61. https://doi.org/10.33509/jan.v20i2.7.

Issue

Vol. 20 No. 2 (2014): Jurnal Administrasi Negara

Section

Articles

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