Hubungan Persepsi Mutu Pelayanan ANC Masa Pandemi Covid-19 dengan Tingkat Kepuasan Pasien
Relationship between ANC Service Quality Perception during the Covid-19 Pandemic with Patient Satisfaction Level
DOI:
https://doi.org/10.35473/jhhs.v4i1.145Keywords:
Persepsi, Mutu Pelayanan, Tingkat KepuasanAbstract
Since the Coronavirus disease-2019 (Covid-19) was declared a pandemic, the number of transmission cases in Jakarta exceeded the daily cases in Indonesia and caused a decrease in Ante Natal Care (ANC) visits for pregnant women in health facilities including the Midwife Independent Service Center, ANC services at TPMB during the Covid-19 pandemic must comply with the guidelines set by the Indonesian Ministry of Health in the New Normal era. With the change in Standard Operating Procedures, TPMB Sulistiyani continues to provide health services according to the needs and expectations of patients by implementing health protocols to prevent the spread of Covid-19. The purpose of this study was to determine the relationship between the perceived quality of ANC services during the Covid-19 pandemic with the level of patient satisfaction at TPMB Sulistiyani. This type of quantitative descriptive research with a cross sectional approach. The sample is pregnant women who check ANC at TPMB Sulistiyani on December 25, 2021 to January 5, 2022, purposive sampling technique with minimum criteria of 4 visits. The number of samples is 39 respondents. The research instrument used a questionnaire. From the results of the bivariate analysis with the chi square test, it was found that there was a significant relationship between the perception of the quality of ANC services during the Covid-19 pandemic and the level of patient satisfaction at TPMB Sulistiyani with p : 0.00 less than 0.05.
ABSTRAK
Sejak Coronavirus disease-2019 (Covid-19) ditetapkan sebagai pandemi, angka kasus penularan di DKI Jakarta melewati kasus harian yang ada di Indonesia serta menyebabkan turunnya kunjungan Ante Natal Care (ANC) ibu hamil di fasilitas kesehatan termasuk Tempat Pelayanan Mandiri Bidan (TPMB). Pelayanan ANC di TPMB pada masa pandemi Covid-19 harus sesuai dengan pedoman yang ditetapkan oleh Kemenkes RI di era New Normal. Dengan adanya perubahan Standar Operating Prosedur, TPMB Sulistiyani tetap memberikan pelayanan kesehatan sesuai kebutuhan dan harapan pasien dengan menerapkan protokol kesehatan pencegahan penyebaran Covid-19. Tujuan dari penelitian ini untuk mengetahui Hubungan Persepsi Mutu Pelayanan ANC Masa Pandemi Covid-19 dengan Tingkat Kepuasan Pasien Di TPMB Sulistiyani. Jenis penelitian deskriptif kuantitatif dengan pendekatan cross sectional. Sampelnya adalah ibu hamil yang periksa ANC di TPMB Sulistiyani tanggal 25 Desember 2021 sampai dengan 5 Januari 2022, Teknik purposive sampling dengan kriteria minimal 4 kali kunjungan. Jumlah sampel sebanyak 39 responden. Instrumen penelitian menggunakan kuesioner. Dari hasil analisis bivariat dengan uji Chi square, didapatkan bahwa ada hubungan yang signifikan antara persepsi mutu pelayanan ANC masa pademi Covid-19 dengan tingkat kepuasan pasien di TPMB Sulistiyani dengan hasil p : 0,00 kurang dari α 0,05.
Downloads
References
Parasuraman, Zeithaml VA, Berry LL. (1985). A Conceptual Model Of Service Quality and Its Implication For Future Research, Journal Of Marketing.
Wijono. (2000). Manajemen Mutu Pelayanan Kesehatan. Surabaya: Airlangga Universitas Press.
Nugroho. J Setiadi. (2003). Perilaku Konsumen. Jakarta : Prenada Media. Sabarguna Boy, S. (2004). Quality Assurance Pelayanan Rumah Sakit. Konsorsium Rumah Sakit Islam Jawa Tengah / DIY.
Tjiptono F, Chandra G. (2005). Service, Quality & Satisfaction, Andi: Yogyakarta.
Pohan, I.S.(2007). Jaminan Mutu Pelayanan Kesehatan Dasar Dasar Pengertian dan Penerapan, Penerbit Buku Kedokteran EGC: Jakarta.
Zeltiani R, (2007). Tingkat Kepuasan Pasien Terhadap Pelayanan Intranatal Bidan Delima di BPS Endang Purwanti Yogyakarta. Karya Tulis Ilmiah : Poltekkes Depkes Yogyakarta.
Azwar, Azrul, (2009). Program Menjaga Mutu Pelayanan Kesehatan. Jakarta; IDI
Rohma, F dan Saifuddin, (2010). Tingkat Kepuasan Pasien terhadap Pelayanan.
Antenatal care Bidan Delima dan Bukan Bidan Delima di Kota Yogyakarta Tahun 2010.
Nwaeze,I.L. Enabor,O.O,. Oluwasola, T.A.O.& Aimakh. (2013). Perception And Satisfaction With Quality Of Antenatal Care Services Among Pregnant Women At The University College
Hospital, Ibadan, Nigeria. Ann In Postgrad Med Retrieved from :
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4111061/.
Pohan, I.S.(2015). Jaminan Mutu Pelayanan Kesehatan. Jakarta: EGC. Nurmawati. (2020). Mutu Pelayanan Kebidanan edisi 2. Penerbit Buku Mahasiswa Kesehatan: Jakarta.
Kemenkes RI, (2020). Direktorat Jenderal Kesehatan Masyarakat Pedoman Pelayanan Antenatal, Persalinan, Nifas dan Bayi Baru Lahir di Era Adaptasi Kebiasaan Baru. Jakarta : Kementerian Kesehatan RI.
Kemenkes RI, 2020. Keputusan Menteri Kesehatan Republik Indonesia Nomor HK.01.07/Menkes/328/2020 Tentang Panduan Pencegahan Dan Pengendalian Coronavirus Disease 2019 (Covid-19). Jakarta : Kementerian RI.
Ikatan Bidan Indonesia.( 2020). Pedoman Bagi Ibu Hamil, Ibu Nifas, dan Bayi Baru Lahir Selama Social Distancing (Pandemi COVID19). https://ibi.or.id/. Diakses pada bulan September 2021.
Wikipedia, 2021. “Pengertian Persepsi”. https://id.wikipedia.org/wiki/Persepsi.
Diakses pada bulan September 2021.
M Mugiati, E Rahmayati.(2021). Analisis Pelaksanaan Pelayanan Antenatal pada Masa Pandemi Covid-19. Lampung : Jurnal Kesehatan Vol 12.
Maryanah.(2021) Pengaruh Persepsi Pelayanan Bidan Terhadap Tingkat Kepuasan Pasien (Studi Kasus Praktik Mandiri Bidan, Tangerang Selatan). Jakarta : Jurnal Ilmiah MEA.
Ayalew,M., Nebeb,G., Bizuneh,M., & Dagne, A. (2021). Women’s Satisfaction and Its Associated Factors with Antenatal Care Services at Public Health Facilities: A Cross-Sectional Study. Int J Womens Health. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7935336/.
