Analisis Determinan Kepuasan Pasien terhadap Pelayanan InstalasiGawat Darurat Rumah Sakit Santa Maria Pekanbaru denganMenggunakan Kuadran Kartesius

Abstract

Santa Maria Hospital (SMH)as one of Hospitals in Pekanbaru has the mission is not only to get profit, but also toprovide a qualified health service for all groups and class of communities. The growth of utility emergency care unit(UGD) in SMH had increased since recent four years, conseduently as a public emergency health service, SMH mustgive much informations about how to use or utilization of UGD and determine factors that influence. The aims of thisstudy is to see and analyze suitability of importance levels of all health service components according to patient’sperspective with performance of SMH health care providers. This is a descriptive survey done to patient who came toget health care from UGD SMH Pekanbaru. The results of this study show that suitability value of importance levelspatients to chose UGD SMH and performance of SMH health care providers about 82,71% in knowledge and ability ofthe doctors to make a appropriate diagnosis, about 109,76% at complicated health service procedures. From 17 researchvariables, 41, 18% (7 variables) had be done, suitable with importance and patient wishes. Two variables (11,76%)must be priority handling by SMH, are to as a importance thing according patient’s perspective but not good or satisfyin implementation. About 29,4% (5 variables) is not importance according patient’s perspective, and the implementationof this component is just in common. While about 3 variables (17,65%) had too excessive, but not too importanceaccording patient’s perspective, in fact SMH makes good implemention of this components.