ANALISIS KEPUASAN PASIEN TERHADAP PELAYANAN DOKTER DENGAN APLIKASI “SI ATI PUAS” (RATING BINTANG PADA APLIKASI rsmsonline) DI POLIKLINIK RSUD PROF. Dr. MARGONO SOEKARJO PURWOKERTO

Abstract

Background: Customer satisfaction is one of the 13 mandatory national quality indicators from the Ministry of Health that must be monitored. Likewise, in the implementation of SNARS I accreditation, monitoring this quality indicator is also required. To determine patient satisfaction with the services of doctors at Prof. Dr. Margono Soekarjo Regional General Hospital (RSUD) developed a patient satisfaction survey by providing star ratings on the rsmsonline application "Si Ati Puas". During the pandemic, there have been changes in service patterns and social restrictions that have resulted in changes in satisfaction ratings.

Objective: (1) To determine the overview of patient satisfaction with the "Si Ati Puas" rating application at the polyclinic (2) To determine the relationship between respondent characteristics and patient satisfaction at the polyclinic using the "Si Ati Puas" rating application.

Methods: This research is a correlation study, using a quantitative survey method. Subjects were patients and doctors providing services at the polyclinic. Data were collected from the hospital's SIM (Similar Information System). Data analysis used the Kendal Tau Correlation Test on pre-pandemic data and the Pearson Correlation Test (Pandemic) to determine the relationship between respondent characteristics and satisfaction ratings.

Results: A total of 45,505 respondents were taken from October 2018 to May 2019 (pre-pandemic), with 71.2% (rating 5), 19.1% (rating 4), 7.3% (rating 3), 1.3% (rating 2), and 1.1% (rating 1). 57.9% were female and 42.1% were male. Data from December 2019 to December 2021 (Pandemic), a total of 238,304 respondents, 77.4% (rating 5), 17.8% (4), 4% (3), 0.4% (2), and 0.4% (1), female 57.7% and male 42.3% achieved an average patient satisfaction rate of 93.9%, pre-pandemic 91.6% and pandemic 94.3%. (1) There was a significant relationship between rating and gender pre-pandemic (p = 0.00); pandemic (p = 0.00); (2) There was no significant relationship between rating and age pre-pandemic (p = 0.827); but there was a relationship during the pandemic (p = 0.00). Satisfaction during the pandemic increased at rating 5 by 7.25 and rating 1 decreased by 0.7%. Si Ati Puas is a satisfaction survey application for the digital patient care 4.0 era and the basis for medical staff's OPPE assessment.

Conclusion: The "Si Ati Puas" satisfaction rating app makes it easy for patients to provide feedback on doctor services. Satisfaction ratings using the app show results in accordance with minimum service standards of ≥ 90% and above the hospital's key performance indicator targets. Satisfaction ratings increased during the pandemic compared to pre-pandemic levels. Gender and age had a weak correlation with patient ratings. Patient rating data can be used as an element in the On going Professional Practice Evaluation (OPPE) assessment of medical staff.