Analisis Persepsi Keputusan Pasien Pulang Atas Permintaan Sendiri (PAPS) terhadap Mutu Pelayanan dan Kepuasan di Ruang Rawat Inap Vip RUSD Deli Serdang Tahun 2014

Abstract

The success in the treatment and medication in a hospital is the recovery of patients so that they can go home by doctors’ permission. In reality, there are some inpatients that do PAPS (going home by their own request) at RSUD Deli Serdang. The rate of incidence of PAPS patients at RSUD Deli Serdang increases each year; there is no tendency of its decrease. The objective of the research was to dig out the information about patients’ perception of PAPS on service quality which included administrative service, doctors’ service, nurses’ service, the service of food and nutrition, the service of medical support, and nursing environmental condition in the VIP Inpatient Rooms of RSUD Deli Serdang. The research was a descriptive survey with a qualitative method through in-depth interviews with eight PAPS patients, and the data were analyzed by using content analysis. The result of the research showed that the cause of PAPS in VIP patients was the factors of individual/family and services. The factor of services which was complained by the patients was the lack of response and communication of the service providers.The factors of individual/family complained by the patients were the lack of knowledge of the illness and being treated too long in the hospital so that their families moved them to the other hospitals. It is recommended that the management of the hospital organize an SPO (Operational Standard Procedure) which is related to the performance of doctors, nurses, and other non-medical personnel and socialize it to them. They should also provide supervision to the field to monitor and evaluate the performance of doctors and nurses. Besides that, training about service excellence for all personnel (doctors, nurses, and other non-medical personnel) should routinely be performed in order to improve their capacity in services.

Keberhasilan suatu perawatan dan pengobatan di rumah sakit adalah kesembuhan pasien sehingga pasien boleh pulang atas ijin dokter, pada kenyataannya terdapat beberapa pasien rawat inap yang pulang atas permintaan sendiri (PAPS) di RSUD Deli Serdang. Angka kejadian pasien PAPS di RSUD Deli Serdang meningkat setiap tahunnya dan belum terlihat adanya kecenderungan penurunan Tujuan penelitian ini adalah untuk menggali informasi mengenai persepsi pasien pulang atas permintaan sendiri (PAPS) terhadap Mutu pelayanan yang meliputi pelayanan administrasi, pelayanan dokter, pelayanan perawat, pelayanan makanan dan gizi, pelayanan penunjang medik dan kondisi lingkungan perawatan di ruang rawat inap VIP RSUD Deli Serdang. Jenis penelitian adalah survey deskriptif dengan metode penelitian kualitatif melalui wawancara mendalam terhadap 8 informan pasien PAPS dan hasil penelitian dianalisa berdasarkan content analysis. Hasil penelitian menunjukkan penyebab PAPS pada pasien VIP adalah karena faktor individu/keluarga dan faktor pelayanan. Faktor pelayanan yang dikeluhkan adalah kekurang tanggapan dan kurangnya komunikasi dari pemberi pelayanan, sedangkan Faktor individu/keluarga adalah kurangnya pengetahuan pasien tentang penyakitnya dan karena sudah terlalu lama pasien dirawat dan belum ada perubahan sehingga keluarga merasa perlu pasien dirawat di rumah sakit lain. Disarankan kepada manajemen RSUD Deli Serdang untuk menyusun suatu Standar Prosedur Operasional (SPO) yang menyangkut kinerja dokter, perawat dan petugas non medis lainnya serta mensosialisasikan kepada petugas yang terkait, melakukan supervisi ke lapangan untuk monitoring dan evaluasi kinerja dokter dan perawat.Selain itu perlu pelatihan pelayanan prima (service excelence) bagi seluruh karyawan baik dokter, perawat, maupun tenaga non medis lainnya secara bergilir untuk meningkatkan kemampuan para petugas dalam bidang pelayanan.