TINGKAT KEPUASAN PASIEN PADA MASA PANDEMI DI RUMAH SAKIT BHAYANGKARA PUSDIK BRIMOB KAB. PASURUAN

Abstract

The quality of health services during the Covid-19 pandemic is very important. One way of assessing service is by assessing patient satisfaction. Patients are satisfied with the services provided by the hospital if the services provided exceed the patient's expectations. This study uses a quantitative descriptive research design with a cross-sectional approach with sampling in the Inpatient Unit of Bhayangkara Hospital Pusdik Brimob Kab. Pasuruan by convenience sampling amounted to 104 respondents. The purpose of this study was to analyze the level of patient satisfaction during the pandemic at the Inpatient Unit of Bhayangkara Hospital Pusdik Brimob Kab. Pasuruan. The results of the study were patients were satisfied with the services at the Inpatient Unit of Bhayangkara Hospital Pusdik Brimob as many as 97 respondents (93.3%). The highest percentage of patients are satisfied with the dimensions of reliability and assurance, which are 98 respondents (94%). Meanwhile, the lowest percentage of patients were satisfied with the empathy dimension, which was 94 respondents (90.4%). From the results of the study it can be said that the Bhayangkara Pusdik Brimob Hospital is able to meet patient satisfaction but is not in accordance with Ministry of Health Regulation No. 04 of 2019, namely the achievement of local government performance in meeting the quality of services for each type of basic service in the health MSS must be 100%. Therefore, the Bhayangkara Pusdik Brimob Hospital must maintain and improve the quality of service so that patient satisfaction can be achieved.