Analisis Tingkat Kepuasan Pasien Rawat Inap terhadap Pelayanan Makanan di Rumah Sakit Umum Haji Medan Tahun 2017
ABSTRAK
Pelayanan makanan di rumah sakit merupakan salah satu faktor penting
yang mendukung proses penyembuhan pasien. Berdasarkan survey pendahuluan,
ditemukan beberapa kendala dalam proses pengolahan makanan di instalasi gizi
RSU Haji Medan. Kendala tersebut seperti keadaan ruang instalasi gizi atau
dapur, penyusunan menu yang kurang bervariasi, peralatan makan yang kurang
lengkap, dan keterlambatan dalam pendistrbusian makanan.
Tujuan dari penelitian ini untuk menganalisis tingkat kepuasan pasien
rawat inap di RSU Haji Medan. Adapun jenis penelitian yang digunakan adalah
mixed methods research pada pasien yang diambil dengan menggunakan teknik
random sampling sebanyak 89 pasien. Untuk memperoleh data, digunakan
metode wawancara dengan bantuan kuesioner atau angket dan di analisis dengan
uji regresi linear berganda.
Berdasarkan hasil penelitian yang diukur melalui variabel waktu makan,
rasa makanan, penampilan makanan, keramahan pramusaji, kebersihan alat dan
makanan, dan variasi menu makanan memiliki pengaruh terhadap kepuasan
pasien di RSU Haji Medan. Melalui hasil uji regresi linear berganda, dapat
disimpulkan bahwa variabel yang memiliki pengaruh terhadap kepuasan pasien
adalah penampilan makanan dan variasi menu makanan. Selain itu, hasil
penelitian secara keseluruhan menunjukkan sebesar 68,0% pasien menyatakan
tidak puas terhadap pelayanan makanan di RSU Haji Medan.
Kepada pihak manajemen RSU Haji Medan untuk meningkatkan perhatian
terhadap pelayanan makanan, pengawasan, serta melengkapi sarana prasarana dan
meningkatkan jumlah tenaga instalasi gizi. Kepala Instalasi Gizi serta kepala
gudang dan administrasi agar lebih mengkoordinir keadaan ruang dapur dan
gudang serta melakukan supervisi untuk menemukan kelebihan dan kekurangan
sistem pelayanan makanan dan melakukan penyusunan menu makanan yang lebih
bervariasi. Selain itu, bagi tenaga pengolah dan prakarya disarankan untuk
menggunakan alat perlindungan diri (APD), memperhatikan kebersihan alat dan
makanan. Dan kepada petugas pramusaji, agar meningkatkan keefektifan waktu
dalam pendistrbusian makanan pasien.
Kata kunci : Pelayanan Makanan, Kepuasan, Pasien
v
ABSTRACT
Food service in a hospital is the one of the important factor that support
the patients healing process. Based on the preliminary survey, it found some
constraints in food processing at installation of nutrition at Medan Haji General
Hospital. The constraints like the situation of the nutrition installation room or
the hospital kitchen, the preparation of food menu that less of varies, the eat tools
that less of complete, and the food distribution that ever been late.
The purpose of this research is to analyze the satisfaction rate of patients
hospitalization at RSU Haji Medan. As for this type of research to use is mixed
methods research on patients who took with use random sampling technique as
much as 89 person. To get data, it use interview method with the help of
questionnaires or question form and analysis with multiple linear regression test.
Based on the research results that measure by the variable food time, taste
of food, the appearance of the food, the hospitality of waiters, tools and food
hygiene, and variations of the food menu have influence to the satisfaction rate of
patients hospitalization at RSU Haji Medan. Through the results with multiple
linear regression test, it can be concluded that the variables have influance to the
patients statisfication are the appearance of the food and the appearance of the
food menu. In addition, overall the research results shows as much as 68,0%
patients says not satisfied to the food service at RSU Haji Medan.
To the management at RSU Haji Medan in order to increased their
attention to food service, supervision, to replace and improve the facility and
infrastructure of nutrition installation and increase the amount of nutritionists.
The Head of Nutrition Installation and The Head of warehouse administration
should improve coordinating the situation of the kitchen and the warehouse, as
well as improve the direct supervision on patient’s food service in-patient wards
to finding the advantages and disadvantages food service system and make the
preparation of a more varied food menu. Trough the worker who processing and
the maker of food ahould to use self protection too, more attention to the
condition of venue and eat tools used when serving the food. And to the worker of
food delivery, should to improve the effectiveness of time to distribution the food
for patients.
Keywords : Food Service, Satisfication, Patient
vi
Pelayanan makanan di rumah sakit merupakan salah satu faktor penting
yang mendukung proses penyembuhan pasien. Berdasarkan survey pendahuluan,
ditemukan beberapa kendala dalam proses pengolahan makanan di instalasi gizi
RSU Haji Medan. Kendala tersebut seperti keadaan ruang instalasi gizi atau
dapur, penyusunan menu yang kurang bervariasi, peralatan makan yang kurang
lengkap, dan keterlambatan dalam pendistrbusian makanan.
Tujuan dari penelitian ini untuk menganalisis tingkat kepuasan pasien
rawat inap di RSU Haji Medan. Adapun jenis penelitian yang digunakan adalah
mixed methods research pada pasien yang diambil dengan menggunakan teknik
random sampling sebanyak 89 pasien. Untuk memperoleh data, digunakan
metode wawancara dengan bantuan kuesioner atau angket dan di analisis dengan
uji regresi linear berganda.
Berdasarkan hasil penelitian yang diukur melalui variabel waktu makan,
rasa makanan, penampilan makanan, keramahan pramusaji, kebersihan alat dan
makanan, dan variasi menu makanan memiliki pengaruh terhadap kepuasan
pasien di RSU Haji Medan. Melalui hasil uji regresi linear berganda, dapat
disimpulkan bahwa variabel yang memiliki pengaruh terhadap kepuasan pasien
adalah penampilan makanan dan variasi menu makanan. Selain itu, hasil
penelitian secara keseluruhan menunjukkan sebesar 68,0% pasien menyatakan
tidak puas terhadap pelayanan makanan di RSU Haji Medan.
Kepada pihak manajemen RSU Haji Medan untuk meningkatkan perhatian
terhadap pelayanan makanan, pengawasan, serta melengkapi sarana prasarana dan
meningkatkan jumlah tenaga instalasi gizi. Kepala Instalasi Gizi serta kepala
gudang dan administrasi agar lebih mengkoordinir keadaan ruang dapur dan
gudang serta melakukan supervisi untuk menemukan kelebihan dan kekurangan
sistem pelayanan makanan dan melakukan penyusunan menu makanan yang lebih
bervariasi. Selain itu, bagi tenaga pengolah dan prakarya disarankan untuk
menggunakan alat perlindungan diri (APD), memperhatikan kebersihan alat dan
makanan. Dan kepada petugas pramusaji, agar meningkatkan keefektifan waktu
dalam pendistrbusian makanan pasien.
Kata kunci : Pelayanan Makanan, Kepuasan, Pasien
v
ABSTRACT
Food service in a hospital is the one of the important factor that support
the patients healing process. Based on the preliminary survey, it found some
constraints in food processing at installation of nutrition at Medan Haji General
Hospital. The constraints like the situation of the nutrition installation room or
the hospital kitchen, the preparation of food menu that less of varies, the eat tools
that less of complete, and the food distribution that ever been late.
The purpose of this research is to analyze the satisfaction rate of patients
hospitalization at RSU Haji Medan. As for this type of research to use is mixed
methods research on patients who took with use random sampling technique as
much as 89 person. To get data, it use interview method with the help of
questionnaires or question form and analysis with multiple linear regression test.
Based on the research results that measure by the variable food time, taste
of food, the appearance of the food, the hospitality of waiters, tools and food
hygiene, and variations of the food menu have influence to the satisfaction rate of
patients hospitalization at RSU Haji Medan. Through the results with multiple
linear regression test, it can be concluded that the variables have influance to the
patients statisfication are the appearance of the food and the appearance of the
food menu. In addition, overall the research results shows as much as 68,0%
patients says not satisfied to the food service at RSU Haji Medan.
To the management at RSU Haji Medan in order to increased their
attention to food service, supervision, to replace and improve the facility and
infrastructure of nutrition installation and increase the amount of nutritionists.
The Head of Nutrition Installation and The Head of warehouse administration
should improve coordinating the situation of the kitchen and the warehouse, as
well as improve the direct supervision on patient’s food service in-patient wards
to finding the advantages and disadvantages food service system and make the
preparation of a more varied food menu. Trough the worker who processing and
the maker of food ahould to use self protection too, more attention to the
condition of venue and eat tools used when serving the food. And to the worker of
food delivery, should to improve the effectiveness of time to distribution the food
for patients.
Keywords : Food Service, Satisfication, Patient
vi