ANALISIS PRODUKTIVITAS DAN KUALITAS PELAYANAN KESEHATAN GIGI DAN MULUT - Anisa Rizqi Nurjannah, - (2021)
Anisa Rizqi Nurjannah.1704303. "Analisis Produktivitas dan Kualitas Pelayanan Kesehatan Gigi dan Mulut ". Dibawah bimbingan Dr. Chairul Furqon, S.Sos.,MM. dan Dr. H. Mokh.Adib Sultan,ST.,MT. Latar belakang penelitian ini adalah adanya ketidakpuasan pasien dan belum adanya waktu standar pelayanan di praktik pelayanan kesehatan gigi dan mulut drg. Indyah Pujiastuti. Penelitian ini bertujuan untuk menganalisis produktivitas dan waktu baku, menentukan tingkat kepuasan pelayanan kesehatan gigi dan mulut, dan menentukan atribut yang paling berpengaruh terhadap praktik pelayanan kesehatan gigi dan mulut drg. Indyah Pujiastuti. Penelitian ini merupakan penelitian deskriptif dengan menggunakan metode work sampling untuk memperoleh waktu baku, serta metode service quality, dan analisis importance performance analysis untuk mendeskripsikan kualitas pelayanan.Berdasarkan hasil penelitian diperoleh waktu baku yang dibutuhkan dokter untuk melayani pasien adalah 32.75 menit/pasien dan jumlah produktivitas sebesar 85% .Pengukuran kualitas pelayanan kesehatan gigi dan mulut menggunakan metode service quality dilakukan dengan membagikan kuesioner kepada 73 pasien. Dari hasil pengukuran service quality diperoleh tingkat kepuasan tertinggi pada dimensi responsiveness, kemudian berdasarkan analisis IPA yang menjadi prioritas utama pada kuadran I antara lain penampilan dokter gigi dan petugas (kebersihan, menggunakan pelindung diri sesuai protokol kesehatan) (TAN.2), petugas dan dokter tanggap dalam melayani pasien (RES.1), kerahasiaan penyakit serta keluhan pasien terjaga (ASS.1), antrian pelayanan yang teratur (ASS.2), dokter mendengarkan keluhan yang dirasakan pasien serta memberikan solusi dalam konsultasi (EMP.2). Berdasarkan penelitian ini diperoleh beberapa rekomendasi, antara lain produktivitas dokter harus lebih ditingkatkan, serta mempertahankan dan meningkatkan kembali atribut kualitas yang masuk pada kuadran I. Kata kunci : IPA, Kualitas Pelayanan, Produktivitas, Servqual, Waktu Baku, Work Sampling. Anisa Rizqi Nurjannah.1704303. "Analysis of Productivity and Quality of Dental and Oral Health Services." Under the Guidance of Dr. Chairul Furqon, S.Sos., M.M. and Dr. H. Mokh. Adib Sultan, S.T., M.T. The background of this study is the existence of patient dissatisfaction and there is no standard time of service in dental and oral health services practice of drg. Indyah Pujiastuti. This study aims to analyze productivity and standard time, determine the satisfaction level of dental and oral health services, and determine the attributes that have the most influence on dental and oral health services practice of drg. Indyah Pujiastuti. This research is a descriptive study using work sampling method to obtain standard time, using service quality method and importance performance analysis to describe service quality. Based on the results of the study, the standard time needed by dentist to serves patients was 32.75 minutes/patient and the total productivity was 85%. Quality measurement of dental and oral health services using the service quality method was carried out by distributing questionnaires to 73 patients. From the results of service quality measurements, the highest level of satisfaction was obtained on the responsiveness dimension, then based on the IPA analysis which became the main priority in quadrant I, including the appearance of dentist and officers (cleanliness, using personal protective equipment according to health protocols) (TAN.2), officers and dentist are responsive in serving patients (RES.1), confidentiality of disease and patient complaints are maintained (ASS.1), service queues which in order (ASS.2), dentist listen to complaints felt by patients and provide solutions in consultations (EMP.2). Based on this research, several recommendations were obtained, including the productivity of dentist should be further improved, also maintaining and improving the quality attributes included in quadrant I. Key words : IPA, Productivity, Quality Service, Standard Time, Servqual, Work Sampling