ANALISIS KEPUASAN PASIEN PADA PUSKESMAS KANDAI KOTA KENDARI SULAWESI TENGGARA

Abstrak

This study aims to determine patient satisfaction in the aspect of satisfaction with access to health services, satisfaction with the quality of health services, satisfaction with health services in the aspect of interpersonal relationships and satisfaction with the health service system. This study uses a qualitative descriptive approach with data collection techniques in the form of in-depth interviews with five informants who are Puskesmas patients. The focus of the research includes four main indicators of patient satisfaction, namely: access to health services, quality of health services, interpersonal relationships within services, and health care systems. The results showed that patients were satisfied with the ease of access to health services, especially the strategic location and adequate operational time. The quality of health services is considered good, as can be seen from the trust in the competence of medical personnel and the effectiveness of treatment. The interpersonal relationship between the patient and the health worker is also very positive, characterized by good communication, friendliness, and attention of the staff. However, in terms of the health service system, several complaints were found such as long waiting times and limited physical facilities. This study recommends improving healthcare infrastructure and the efficiency of the healthcare system to improve overall patient satisfaction.

Kata kunci

• Patient satisfaction