Pustaka Ilmiah Universitas Padjadjaran

Abstrak

Pengaruh Kualitas Pelayanan Puskesmas Santun Lansia Pada Kepuasan Pasien Lanjut Usia Di Puskesmas Santun Lanjut Usia Kabupaten Bogor Jawa Barat

Peningkatan jumlah lansia membawa dampak pada permasalahan kesehatan dan ekonomi.Keadaan ini disebabkan penduduk lansia mengalami kemunduran fisik secara alamiah sehingga tidak mampu mandiri dalam pemenuhan kebutuhan hidup. Kesehatan yang baik merupakan kunci bagi lansia untuk dapat tetap mandiri dan berperan dalam kehidupan keluarga dan di tengah masyarakat.Program Puskesmas Santun Lansia yang dicanangkan sejak tahun 2003 untuk memenuhi kebutuhan pelayanan kesehatan lansia agar tercapai kualitas hidup lansia yang sehat dan mandiri.Tujuan penelitian adalah untuk mengetahui pengaruh kualitas pelayanan pada kepuasan pasien lanjut usia di Puskesmas Santun Lanjut Usia Kabupaten Bogor Jawa Barat.Penelitianini menggunakan metode explanatory survey untuk meneliti lebih jauh pengaruh kualitas pelayanan Puskesmas Santun Lansia pada kepuasan pasien lansia. Penelitian dilakukan melalui suatu instrumen survei yang mengandung pertanyaan mengenai kualitas pelayanan, dengan menggunakan pendekatan teori servqual dari Parasuraman. Subjek penelitian berjumlah 100 pasien lansia dari bulan Oktober–Desember 2013. Hasil survei dianalisis dengan Uji Kruskal-Wallis, Mann-Whitney, dan regresi berganda.Hasil penelitian menunjukkan bahwakualitas pelayanan Puskesmas Santun Lansia (dimensi bukti fisik, ketanggapan, dan perhatian) mempunyai pengaruh pada kepuasan pasien lansia (p<0,05). Besar pengaruh bukti fisik 0,42 (17,6%), ketanggapan 0,28 (7,8%), dan perhatian 0,25 (6,3%). Dimensi pelayanan lainnya (kehandalan dan jaminan) tidak terbukti berpengaruh (p>0,05). Variabel sosio-demografik (usia dan pendidikan) berbeda signifikan dengan skor kepuasan pasien lansia (p<0,05).Kualitas pelayanan Puskesmas Santun Lansia dalam dimensi servqual (bukti fisik, kehandalan, ketanggapan, jaminan, dan perhatian) telah dipersepsikan memiliki kenyataan cukup baik, walaupun kualitas pelayanan yang diterima masih belum memenuhi harapan. An increasing number of elderly in population have an impact on the health and economic problems. These circumstances due to physical decline in the elderly and is unable to naturally self-sufficient in fulfilling the needs of their own lives. Good health is the key for the elderly to remain independent and play a role in family life and in society. Mannered elderly health center's program launched in 2003 to fulfill the health care needs of the elderly in order to achieve the quality of life of elderly healthy and independent. The design of this study is an explanatory survey method to asses quality of mannered elderly health center services which effected on satisfaction of elderly patients. The study was conducted through a survey instrument consisting questions about the quality of service by using the theories of Parasuraman (servqual). Subjects of the study were 100 elderly patients who had visited mannered elderly health centers in October-December 2013. Several socio-demographic variables were included in the study. Kruskal-Wallis test, Mann-Whitney test and multiple regression analyses, were applied in the study. The results indicates that services quality (tangibles dimension, responsiveness and empathy) of mannered elderly health center had a statistically significant effect on satisfaction of elderly patients (p<0.05). The dimension of tangibles has influenced on satisfaction; 0.42 (17.6%), and responsiveness; 0.28 (7.8%), and empathy; 0.25 (6.3%). While the other dimensions of services quality (reliability and assurance) had not a statistically significant effect. Further, some of elderly patients's socio-demographic (age and education) were found to have a statistically significant difference on their satisfaction’s score (p<0.05).The service quality of mannered elderly health center in servqual dimensions (tangibles, reliability, responsiveness, assurance, and empathy) have been perceived to have a reality quite well. Despite this fact the quality of care received is still not meet the patient's expectations for the fifth dimension.