ANALISA PERUBAHAN ALUR PELAYANAN RAWAT JALAN DALAM SUDUT PANDANG PETUGAS PENDAFTARAN DI RSAU DR. M. HASSAN TOTO BOGOR PADA MASA PANDEMI COVID-19

Abstract

Coronavirus disease or Covid-19 took the world by storm in 2019 to be precise in December and impacted the health service sector, including changes in the flow of health services according to health protocols. The purpose of the study was to analyze changes in the flow of outpatient services in the perspective of registration officers at RSAU dr. M. Hassan Toto Bogor based on Changes, Service Quality, and Job Satisfaction. This research is a literature research and interview with a qualitative descriptive research design. Selection of research informants using purposive sampling. The main informants of the study were registration officers (a total of 7 people), and triangulation informants, namely management and outpatients (a total of 12 people). The result of the research is that there is a change in the flow of outpatient services at RSAU dr. M. Hassan Toto during the Covid-19 pandemic has been running according to the provisions based on the theory of change, service quality, and job satisfaction. Basedon changes (Unfreezing, Change, Refreezing) there needs to be a change in the flow of outpatient services with the early screening process and the existence of policies related to the Covid-19 pandemic.  Service Quality based on (Tangible, Reliability, Assurance) in terms of reliability and assurance is considered to be good. Meanwhile, from the tangible side, there is input that the quality of service needs to be improved.  Job Satisfaction based on (Discrepancy, Equity) in changes in the flow of outpatient services has been good felt by employees. 

ABSTRAK

Coronavirus disease atau Covid-19 menggemparkan dunia pada tahun 2019 tepatnya bulan Desember dan berdampak sektor pelayanan kesehatan, diantaranya perubahan alur pelayanan kesehatan sesuai protokol kesehatan. Tujuan penelitian adalah menganalisa perubahan alur pelayanan rawat jalan dalam sudut pandang petugas pendaftaran di RSAU dr. M. Hassan Toto Bogor berdasarkan Perubahan, Kualitas Pelayanan, dan Kepuasan Kerja. Penelitian ini merupakan penelitian pustaka dan wawancara dengan desain penelitian deskriptif kualitatif. Pemilihan informan penelitian menggunakan purposive sampling. Informan utama penelitian yaitu petugas pendaftaran (total 7 orang), dan informan triangulasi yaitu manajemen dan pasien rawat jalan (total 12 orang). Hasil penelitian yaitu adanya perubahan alur pelayanan rawat jalan di RSAU dr. M. Hassan Toto pada masa pandemi Covid-19 sudah berjalan sesuai ketentuan berdasarkan teori perubahan, kualitas pelayanan, dan kepuasan kerja. Berdasarkan perubahan (Unfreezing, Change, Refreezing) perlu adanya perubahan alur pelayanan rawat jalan dengan adanya proses skrining dini dan adanya kebijakan terkait pandemi Covid-19. Kualitas Pelayanan berdasarkan (Tangible, Reliability, Assurance) dilihat dari sisi reliability dan assurance dianggap sudah baik. Sedangkan dari sisi tangible terdapat masukan bahwa kualitas pelayanan perlu ditingkatkan. Kepuasan Kerja berdasarkan (Discrepancy, Equity) dalam perubahan alur pelayanan rawat jalan sudah baik yang dirasakan oleh karyawan.