ANALISIS PELAYANAN UPT PUSKESMAS PANINGGILAN DENGAN PENDEKATAN HEALTHQUAL, IMPORTANCE PERFORMANCE ANALYSIS DAN QUALITY FUNCTION DEPLOYMENT

KHAIRUNNISA, AISIY (2021) ANALISIS PELAYANAN UPT PUSKESMAS PANINGGILAN DENGAN PENDEKATAN HEALTHQUAL, IMPORTANCE PERFORMANCE ANALYSIS DAN QUALITY FUNCTION DEPLOYMENT. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

UPT Puskesmas Paninggilan is a public health center with 24 hours health service that provides inpatient care, emergency room, maternity room, and outpatient care facilities. Satisfactory services are important for puskesmas because patient satisfaction indicates the quality of puskesmas services in providing care. The purpose of this study was to analyze the main priorities of services based on the level of gap between expectations and patient’s satisfaction at the UPT Puskesmas Paninggilan with healthqual methods, Importance Performance Analysis (IPA), and Quality Function Deployment (QFD). The application of healthqual, IPA, and QFD methods are able to provide information about the patient's needs and desires for puskesmas services. Analysis of the main priorities of services that are considered as important but the implementation still not satisfactory which is attribute in A quadrant of cartesian chart . this proves that the puskesmas needs to improve those main priority attributes the service quality of the UPT Puskesmas Paninggilan to increase the satisfaction and perception of patients who are being treated and cured. Keyword: Service quality, Healhqual, Importance Performance Analysis (IPA), Quality Function Deployment (QFD) UPT Puskesmas Paninggilan merupakan puskesmas dengan pelayanan 24 jam yang menyediakan fasilitas rawat inap, UGD, poned dan rawat jalan. Pelayanan yang memuaskan termasuk hal penting bagi puskesmas karena kepuasan pasien mengindikasikan kualitas pelayanan puskesmas dalam memberikan perawatan. Tujuan penelitian ini untuk menganalisis prioritas utama pelayanan berdasarkan tingkat kesenjangan antara kepentingan dan kepuasan pasien UPT Puskesmas Paninggilan dengan metode healthqual, Importance Performance Analysis (IPA), dan Quality Function Deployment (QFD). Penerapan healthqual, IPA, dan QFD dapat memberikan informasi mengenai kebutuhan dan keinginan pasien terhadap pelayanan puskesmas. Didapatkan hasil analisis atribut prioritas utama pelayanan yang dianggap penting namun pelaksanaannya masih kurang memuaskan yaitu atribut pada kuadran A diagram kartesius. Hal ini membuktikan bahwa perlu dilakukan perbaikan terhadap atribut prioritas utama kualitas pelayanan UPT Puskesmas Paninggilan untuk meningkatkan kepuasan dan persepsi pasien yang sedang menjalani perawatan dan pengobatan. Kata Kunci: Kualitas Pelayanan, Healhqual, Importance Performance Analysis (IPA), Quality Function Deployment (QFD)

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