Kepuasan Pasien di Puskesmas: Literature Review

Rahmania, Day (2022) Kepuasan Pasien di Puskesmas: Literature Review. Undergraduate thesis, Politeknik Negeri Jember.

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Abstract

Improved quality of health services can provide satisfaction for the community or patients who receive these health services. However, several studies have shown that patient satisfaction is still less than 90%. This has an impact on the level of patient confidence in services at the community helath center. The purpose of this study was to analyze the level of patient satisfaction at the community helath center based on 5 dimensions of service quality. The method used is a literature review. A total of 17 articles that met the inclusion and exclusion criteria were obtained from Google Scholar, Crossref, and Garuda Portal. The results obtained on the reliability dimension, the majority of patients are satisfied with disciplined, fast and timely services. Responsiveness obtained the majority of patients are satisfied with officers who are responsive in providing services. Assurance, patients are satisfied with officers who serve well, are friendly, polite, provide a sense of security and comfort. Empathy, the majority of patients are satisfied with officers who give equal attention to all patients. Tangible, the majority of patients are satisfied with the building, room and environment of the community health center in good condition, neat, clean, attractive, comfortable and adequate. The conclusion of this study is that in general there are more satisfied patients than dissatisfied patients. Suggestions from this research are that it is hoped that the community health center will evaluate the quality of service according to patient perceptions on a regular basis which aims to maintain the quality of service and be consistent.

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