Analisis Mutu Pelayanan Berdasarkan Pasien dan Provider serta Hubungannya dengan Pemanfaatan Ulang Rawat Jalan di Unit Pengobatan Penyakit Paru-Paru Provinsi Kalimantan Barat

Abstract

Revisit is patients' response and behavior by comparing between expectation and reality of services which they receive in UP4 (Lung Medical Treatment Unit) of West Kalimantan Province. However, the quality of services in UP4 of West Kalimatan Province is not sef.ficient so that they influence outpatients' revisit .frequency to UP4. The objective of the research was to analyze the correlation between service quality which consisted of reliability, responsiveness, assurance, tangibles, and empathy and outpatients' revisit to UP4 of West Kalimantan Province. The research was a survey with cross sectional design. The population was 8,391 outpatients in 2014, and 100 of them were used as the samples, taken by using convenience sampling /accidental sampling technique. The data were analyzed by using univatriate, bivatriate, and multivatriate analyses with multiple logistic regression analysis at a= 0.05. The result of the research showed that the dimension of tangibles (p=0,030; ExpB=3,85,f) and empathy (p=0,012; ExpB=3,968) had significant correlation with outpatients' revisit to UP4 of West Kalimantan Province. However, there was no correlation of dimensions of reliability (p = 0, 723; ExpB=0,959), responsiveness (p = 0.192; ExpB=0,456), and assurance (p=0,556; ExpB=l,338 with outpatients' revisit to UP4 of West Kalimantan Province. It is recommended that the management of Lung Medical Treatment Unit of West Kalimantan Province pay attention to all dimensions of service quality, especially the dimensions of tangibles and empathy, in handling patients. Besides that, service excellence for all employees, either medical personnel or non-medical personnel should be taken heed in order to increase their ability in providing services.