ANALISIS KEPUASAN PELANGGAN DAN KOMITMEN MANAJEMEN SEBAGAI DASAR PENGEMBANGAN MUTU PELAYANAN RSUD UNDATA PROPINSI SULAWESI TENGAH PASCA BLUD

• Main Authors: , Sringati, , dr. Tjahjono Koentjoro, MPH.,DrPH.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/126620/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=66847
• Institution: Universitas Gadjah Mada

 Background: BLUD is working units within the local government set up to provide services to the community in the form of supply of goods and/or services that are sold for profit without priority.Undata Hospital is the biggest governmentowned hospital with BLUD status in the Province of Central Sulawesi. Undata Hospital needed to improve its performance in health services, financial aspects, and benefit aspects that it could provide satisfactory services for the patients as external customers and for the hospital staffs and healthcare providers as internal customers. Objective: To find out customers� satisfaction at Undata Hospital, The Province of Central Sulawesi and management commitment as the basis for post-BLUD service quality. Method: A descriptive research was conducted using case study design. Data were collected using questionnaire for external customers, focus group discussion (FGD) for nurse respondents, in-depth interview for physicians and management, as well as observation and document investigation. Subjects of the research were of 200 respondents patients, physicians 4 respondent, 19 respondents nurses and management 8 respondent. Results: Satisfaction of outpatient and inpatient toward the hospital services was found to be high, with a percentage of above 86%. However, the aspect of environment was found to have low satisfaction level and some of the items showed the low dissatisfaction percentage value. No difference was found in the satisfaction between Health Insurance (Askes) and Non-Askes patients toward both inpatient and outpatient services as well as the service quality at Undata Hospital. The aspect of performance satisfaction received most complaint, particularly for working culture (working hour), facilities and infrastructures particularly medical devices, basic nursing care and medicine, payroll system, reward/compensation, and human resource development (education and training). Management has deep commitment to improving quality of care, but the commitment to the development of human resources is still low. Conclusion: The results of the analysis customers� service can be used for improving the quality care of hospital. Focus refers to the improvement of the quality management system through the development of service activities and support activities