KEPUASAN PASIEN TERHADAP PENYAJIAN DIET DI RUMAH SAKIT BERDASARKAN KARAKTERISTIK INDIVIDU
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Abstract
Patient satisfaction surveys can be a valuable tool for hospitals to identify areas for improvement in service based on patient characteristics. This study examined patient satisfaction with hospital diet serving and identified the individual characteristics of a patient satisfaction indicator that had the highest dissatisfaction rate. The study surveyed 96 adult inpatients at two District General Hospitals in Jogjakarta province, using a quantitative analytical method and a cross-sectional design. Patients were given an individual characteristic questionnaire and a modified version of the Acute Care Hospital Foodservice Patient Satisfaction Questionnaire (ACHFPSQ). Data analysis included chi-square tests, Fisher's exact and Kolmogorov-Smirnov alternatives, and gamma and Spearman correlation tests. The study found that the overall satisfaction rate for hospital diet serving was high, at 96.9 percent (98% and 95.7% at Yogyakarta and Bantul General Hospital respectively). However, patients expressed the highest dissatisfaction rate of 11.4 percent in the indicator of food quality, specifically taste and flavor. Patient satisfaction levels with food quality differed significantly based on hospital wards (p=0.012), appetites (p=0.011), and diet textures (p=0.048). While overall patient satisfaction with diet serving is high, there is room for improvement in enhancing patients' appetite as well as improving food quality including the appearance of diet food in the hospital.
Keywords: patient satisfaction, diet serving, food quality, individual characteristics
ABSTRAK
Melalui survei kepuasan pasien, rumah sakit dapat mengidentifikasi kelompok pasien yang memerlukan perbaikan pelayanan sesuai dengan karakteristik individunya. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien terhadap penyajian diet rumah sakit dan karakteristik individu pasien pada indikator kepuasan penyajian diet yang memiliki persentase ketidakpuasan tertinggi. Penelitian kuantitatif analitik observasional dengan rancangan potong lintang dilakukan di dua Rumah Sakit Umum Daerah (RSUD) di Daerah Istimewa Yogyakarta (DIY). Subyek penelitian yaitu 96 orang pasien rawat inap dewasa yang ditentukan secara purposive. Pengumpulan data menggunakan kuesioner karakteristik individu dan modifikasi Acute Care Hospital Foodservice Patient Satisfaction Questionnaire (ACHFPSQ) yang telah divalidasi. Analisis data menggunakan uji chi-square dengan alternatif Fisher’s exact dan Kolmogorov-Smirnov serta uji korelasi gamma dan Spearman. Tingkat kepuasan pasien pada penyajian diet rumah sakit sebesar 96,9 persen (98% di RSUD Kota Yogyakarta dan 95,7% di RSUD Bantul). Indikator yang memiliki tingkat “kurang puas” tertinggi (sebesar 11,4%) yaitu cita rasa (rasa dan aroma). Tingkat kepuasan pasien terhadap cita rasa makanan berbeda berdasarkan bangsal perawatan (p=0,012), nafsu makan (p=0,011) dan tekstur diet/bentuk makanan (p=0,048). Tingkat kepuasan pasien pada penyajian diet rumah sakit tergolong tinggi tetapi tetap diperlukan intervensi yang dapat meningkatkan nafsu makan pasien serta memperbaiki cita rasa termasuk penampilan makanan diet di rumah sakit.
Kata kunci: kepuasan pasien, penyajian diet, cita rasa makanan, karakteristik individu
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