DAMPAK AKREDITASI PUSKESMAS TERHADAP MUTU PELAYANAN KESEHATAN

Program Studi Sarjana Kesehatan Masyarakat STIKes Dharma Husada Bandung 2020 ABSTRAK Lastriati Dewi Ayudarista DAMPAK AKREDITASI PUSKESMAS TERHADAP MUTU PELAYANAN KESEHATAN xiv halaman + 74 halaman + 2 tabel + 5 bagan + 11 lampiran Latar belakang: Berdasarkan Profil Kesehatan Indonesia tahun 2019 jumlah Puskesmas di Indonesia sebanyak 10.134 Puskesmas, jumlah Puskesmas yang ada di Indonesia hanya 9.153 (90,3%) Puskesmas yang telah terakreditasi dan 981 (9,6%) puskesmas yang belum terakreditasi. Tujuan: untuk mengetahui dampak Akreditasi Puskesmas terhadap mutu pelayanan kesehatan. Metode penelitian:menggunakan systematic literatur review. Teknik pengambilan data menggunakan sepuluh jurnal yang relevan, muktahir, dan memadai tentang damapak Akreditasi Puskesmas dilihat dari 5 dimensi mutu pelayanan ServQual yaitu Tangible, Reability, Responsiveness, Assurance dan Emphaty. Hasil: bahwa akreditasi berdampak pada dimensi Bukti fisik (tangibles) seperti penampilan petugas pendaftaran, dokter, perawat, dan petugas apotek di puskesmas. Fasilitas fisik, sarana prasarana, kenyamanan dan kebersihan ruang pelayanan, keandalan (Reability) dimana prosedur pelayanan pasien sudah jelas dan mudah, petugas kesehatan mampu memberikan tindakan sesuai dengan prosedur, Responsiveness yaitu nakes cepat menanggapi keluhan pasien ataupun keluarga pasien, Assurance yaitu nakes melayani pasien dengan sopan, ramah, dan Emphaty yaitu perhatian khusus yang diberikan nakes dengan mendengarkan keluhan pasien dan keluarga pasien secara penuh perhatian dan sabar serta memberikan kesempatan bertanya berkaitan dengan informasi penyakit pasien. Kesimpulan adanya dampak dari Akreditasi Puskesmas terhadap mutu pelayanan kesehatan. Oleh karena itu, diharapkan dapat memperbaiki yang kurang dan meningkatkan kualitas yang sudah baik demi menjamin mutu pelayanan kesehatan kepada masyarakat. Kata Kunci : Akreditasi Puskesmas, Tangible, Reability, Responsiveness, Assurance, Emphaty Kepustakaan : 28 buah (1997-2019)

Public Health Undergraduate Study Program STIKes Dharma Husada Bandung 2020 ABSTRACT Lastriati Dewi Ayudarista IMPACT OF PUSKESMAS ACCREDITATION ON THE QUALITY OF HEALTH SERVICES xiv pages + 74 pages + 2 tables + 5 charts + 11 attachments Background: Based on the Indonesian Health Profile in 2019 the number of Puskesmas in Indonesia is 10,134 Puskesmas, the number of Puskesmas in Indonesia is only 9,153 (90.3%) accredited Puskesmas and 981 (9.6%) puskesmas that have not been accredited. Purpose: to determine the impact of Puskesmas accreditation on the quality of health services. Research method: using systematic literature review. The data collection technique used ten journals that were relevant, up-to-date, and adequate about the impact of Puskesmas Accreditation seen from the 5 dimensions of ServQual service quality, namely Tangible, Reability, Responsiveness, Assurance and Emphaty. Result: that accreditation has an impact on the dimensions of physical evidence (tangibles) such as the appearance of registration officers, doctors, nurses, and pharmacy officers at puskesmas. Physical facilities, infrastructure, comfort and cleanliness of service rooms, reliability where patient service procedures are clear and easy, health workers are able to provide action according to procedures, Responsiveness, namely health workers respond quickly to patient complaints or patient families, Assurance, namely health workers serving patients Polite, friendly, and Emphaty, namely the special attention given to health workers by listening to the complaints of patients and their families attentively and patiently and providing the opportunity to ask questions related to patient disease information. Conclusion is that there is an impact of Puskesmas accreditation on the quality of health services. Therefore, it is hoped that it can correct what is lacking and improve the quality that is already good in order to guarantee the quality of health services to the community. Keywords: Puskesmas Accreditation, Tangible, Reability, Responsiveness, Assurance, Emphaty Bibliography: 28 pieces (1997-2019)