Ni Made Dian Pramasari. NIM. S541202094. Implementasi Pelayanan Primaud(Service Excellence) Terhadap Kepuasan Pasien Rawat Inap di Rumah SakitudCakra Husada Klaten. Tesis. Pembimbing I : Dr.Nunuk Suryani, M.Pd.udPembimbing II : Dr.Sariyatun, M.Pd, M.Hum. Program Pasca Sarjana UniversitasudSebelas MaretudTujuan dari penelitian ini adalah untuk (1) mengetahui pelaksanaan pelayananudprima (service excellence) terhadap kepuasan pasien rawat inap di rumah sakit CakraudHusada Kleten. (2) Untuk mengetahui hasil pelaksanaan pelayanan prima (serviceudexcellence) terhadap kepuasan pasien rawat inap di rumah sakit Cakra HusadaudKleten. (3) untuk mengetahui kendala – kendala yang menghambat dalamudpelaksanaan pelayanan prima (service excellence) pada pasien rawat inap di RumahudSakit Cakra Husada Klaten.udPenelitian ini dilaksanakan di Rumah Sakit Cakra Husada Klaten yanguddilaksanakan pada bulan Februari - April 2013. Bentuk penelitian yang digunakanudadalah deskriptif kualitatif dengan strategi penelitian studi kasus terpancang tunggal.udInforman yang dipilih berdasarkan kriteria seleksi (purposive sampling). Sumberuddata dalam penelitian ini adalah pasien dan keluarga pasien, direktur atau wakiluddirektur, kepala bagian pelayanan keperawatan, bagian penjaminan mutu, petugasudmedis, paramedis maupun non medis yang terkait dengan pelayanan. Teknikudpengumpulan data menggunakan wawancara, observasi dan dokumen. Teknikudanalisis data menggunakan model interaktif.udHasil penelitian menunjukkan (1) bahwa rumah sakit dalam melaksanakanudpelayanan prima sudah menunjukkan upaya untuk menciptakan kepuasan kepadaudpasiennya. Hasil kepuasan pasien terhadap pelayanan prima yang dilakukan olehudrumah sakit Cakra Husada diketahui bahwa pasien puas terhadap prosedur danudpelayanan pasien, cepat dan tidak berbelit-belit, rumah sakit memperlakukan adiludterhadap pasien,(2) pasien merasa kurang puas terhadap ketepatan waktu tim medisuddalam memberikan pelayanan terutama berkaitan dengan jam kunjungan dokter ahliuddan pasien merasa kurang puas terhadap fasilitas sarana penunjang pelayanan,udsehingga dari lima dimensi kualitas pelayanan maka pasien merasa puas terhadapudpelayanan reliability, responsiveness, empathy hanya dalam kategori assurance danudtangibles, pasien masih merasa belum puas, sehingga secara keseluruhan kualitasudpelayanan rawat inap di Rumah Sakit Cakra Husada Klaten sudah berjalan denganudbaik tetapi masih perlu ditingkatkan.(3) Kendala-kendala yang dihadapi oleh rumahudsakit Cakra Husada Klaten dalam memberikan pelayanan prima berbasis pelangganudyang berasal dari dalam lingkungan organisasi rumah yaitu kurangnya ketepatanudwaktu tim medis dalam memberikan pelayanan, kurangnya ketersediaan saranaudrumah sakit, kurangnya motivasi dari pegawai dalam meningkatkan pengetahuan danudketerampilannya, jumlah SDM (khususnya perawat) yang masih terbatas, kurangnyaudkerjasama karyawan berkaitan dengan masalah pribadi, dan rasa senioritas yangudmasih melekat pada sistem kerja rumah sakit.udKata Kunci : pelayanan prima, kepuasan pasien.ududNi Made Dian Pramasari S.541202094. The Implementation of Service Excellenceudon the Satisfaction of the Hospitalized Clients at Cakra Husada Hospital ofudKlaten. Thesis: Principal Advisor: Dr. Nunuk Suryani, M.Pd., Co-advisor: Dr.udSariyatun, M.Pd., M. Hum., the Graduate Program in Family Medicine, SebelasudMaret University 2013.udThe objectives of this research are to investigate: (1) the implementation ofudservice excellence on the satisfaction of the hospitalized clients at Cakra HusadaudHospital of Klaten, (2) the factors supporting and inhibiting the implementation ofudservice excellence on the satisfaction of the hospitalized clients at Cakra HusadaudHospital of Klaten, and (3) the result of the implementation of service excellence onudthe satisfaction of the hospitalized clients at Cakra Husada Hospital of Klaten.udThis research was conducted at Cakra Husada Hospital of Klaten fromudFebruary to April 2013. It used the descriptive qualitative method with the singleudembedded-case study strategy. The informants of the research were selected based onudthe selection criteria (purposive sampling). The sources of the data of the researchudwere clients and their families, director and vice-director of the hospital, head ofudnursing service department, quality assurance department, medical staffs, and servicerelatedudparamedics and non-paramedics. The data of the research were gatheredudthrough in-depth interview, observation, and documentation. The data of were thenudanalyzed by using the interactive model of analysis.udThe results of the research are as follows: (1) Cakra Husada Hospital ofudKlaten has implemented its service excellence in an attempt to create and materializeudthe satisfaction of its clients. The result of the satisfaction of the clients is indicatedudby the fact that the clients are satisfied with the health procedures and services for theudclients, which is fast but not complicated. In addition, the hospital also treats theudclients fairly. (2) The clients, however, are less satisfied with the punctuality of theudmedical team to give services particularly the visit hours of specialists. They are alsoudless satisfied with the service-supporting facilities. Of the five dimensions of serviceudquality, the clients are satisfied with those of reliability, responsiveness, and empathy.udMeanwhile, the dimensions of assurance and tangibles the clients are still unsatisfied.udTherefore, the quality of the hospitalization services at the hospital by and large hasudby and large performed well, but still required improvement. (3) The constraintsudencountered by the hospital in extending the client-based service excellence, whichudresult from the internal environment of the organization are the less punctuality of theudmedical team to give services, the less available facilities of the hospital, the lessudmotivation of the staffs of the hospital to improve their knowledge and skills, theudlimited number of its human resources (particularly nurses), the less cooperationudamong the staffs due to personal problems, and the sense of seniority which is stilludattached to the work system of the hospital.udKeywords: Service excellence and satisfaction of the clients
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