FAKTOR-FAKTOR YANG MEMPENGARUHI MUTU PELAYANAN KESEHATAN PADA PASIEN PENDERITA HIPERTENSI DI PUSKESMAS RANTANG MEDAN PETISAH TAHUN 2019

FITRI HUTAGALUNG (2019) FAKTOR-FAKTOR YANG MEMPENGARUHI MUTU PELAYANAN KESEHATAN PADA PASIEN PENDERITA HIPERTENSI DI PUSKESMAS RANTANG MEDAN PETISAH TAHUN 2019 , SKRIPSI, UNIVERSITAS PRIMA INDONESIA

ABSTRAK

Rantang Medan Petisah Health Center is a non-inpatient health center. Health service quality can be interpreted as a health service that can satisfy every user of the service in accordance with the level of satisfaction of the average population, and its implementation in accordance with the standards of the established professional code of ethics. Satisfaction with health services seen from the quality of health services 53.5% of respondents who were dissatisfied with the health services provided, such as inadequate facilities and infrastructure, namely the condition of the waiting room which was considered narrow and uncomfortable, inadequate parking facilities, administrative processes which is considered slow, lacks the friendliness of health workers in serving patients' needs. The design of this study was descriptive analytic with Cross Sectional design. The total population of the study was 61 people with the sampling technique was purposive sampling. Retrieving data using a questionnaire measuring instrument. Data analysis was univariate and bivariate (Chi-Square Test) with p-value = 0.05. The results showed that physical evidence with a p value of 0.015 <0.05, reliability with a p value of 0.000 <0.05, and responsiveness with a p value of 0.001 <0.05. The conclusion of this study is that physical evidence, reliability, and responsiveness have a significant influence on the quality of health services. It is recommended to the health center to improve the comfort of the waiting room and parking facilities, and administrative officers are expected to improve timeliness in serving the needs of patients.

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