ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN PERAWAT

Patient satisfaction is part of an indicator of the success of health services. Patients feel satisfied if the service obtained exceeds expectations. Efforts to achieve patient satisfaction by analyzing nurse services for improvement of the Jakarta Primary Clinic. This research is a descriptive analytic survey research using a quantitative approach that aims to determine the level of patient satisfaction with the quality of nurse services through the suitability of patient expectations and nurse performance so that the elements that can be maintained and corrected immediately can be identified. The method used in the analysis is the IPA (Importance Performance Analysis) method. The study population was the average patient visits in the last 3 months with a total sampling of 30 people. The results of the study were analyzed by comparing expectations and performance describing the level of patient satisfaction with the quality of nurse care in tangibles dimensions 97.69%, reliability 96.60%, empathy 96.43%, responsiveness 95.86%, and assurance 97.93% with an average suitability level of 96 , 90% means that the level of patient satisfaction with the quality of nurse care is very much as expected. Research suggestions are expected nurses can immediately fix four problems on top priority, namely nurses can be on time, fast and appropriate in acting, nurses are ready to provide medical devices and services provided do not differentiate status / rank.

1.  UEU-Journal-20301-11_1437.pdf - 797 KB

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