DETERMINAN KUALITAS PELAYANAN RAWAT INAP DI RUMAH SAKIT SEMARA RATIH TABANAN BALI

Abstract

ABSTRACT

Inpatient service quality at Semara Ratih Hospital, Tabanan, continues to face several issues, as reflected in a patient satisfaction rate of 78.3% in 2024 and complaints concerning waiting time, staff communication, the accuracy of medical information, and safety aspects. This condition needs to be considered alongside the use of the Hospital Management Information System (SIMRS), which has been implemented since 2022 but is reported to remain suboptimal, at approximately 68%. This study aimed to analyze the relationships of information systems, interpersonal relationships, patient satisfaction, and patient safety with inpatient service quality at Semara Ratih Hospital, Tabanan, Bali. A quantitative approach with a cross-sectional design was employed from January to March 2026. A total of 264 inpatients were selected using purposive sampling according to the study criteria. Data were collected using 72 statements measured on a 1–5 Likert scale and analyzed using Partial Least Squares–Structural Equation Modeling with 5,000 bootstrapping subsamples. The model explained 74.2% of the variance in service quality (R² = 0.742; R² adjusted = 0.738; Q² = 0.458). Information systems (β = 0.218), interpersonal relationships (β = 0.312), patient satisfaction (β = 0.254), and patient safety (β = 0.243) were positively and significantly related to service quality (all p < 0.001), with interpersonal relationships having the largest path coefficient and effect size. These findings support an integrated quality improvement approach encompassing communication, information systems, patient experience, and safety.

ABSTRAK

Kualitas pelayanan rawat inap di RS Semara Ratih Tabanan masih menghadapi beberapa persoalan yang tercermin dari tingkat kepuasan pasien sebesar 78,3% pada 2024 serta keluhan mengenai waktu tunggu, komunikasi petugas, ketepatan informasi medis, dan aspek keselamatan. Kondisi tersebut perlu dibaca bersama pemanfaatan SIMRS yang telah diterapkan sejak 2022, tetapi penggunaannya dilaporkan belum optimal, sekitar 68%. Penelitian ini bertujuan menganalisis hubungan sistem informasi, hubungan interpersonal, kepuasan pasien, dan keselamatan pasien dengan kualitas pelayanan di RS Semara Ratih Tabanan, Bali. Penelitian menggunakan pendekatan kuantitatif dengan desain cross-sectional pada Januari–Maret 2026. Sebanyak 264 pasien rawat inap dipilih secara purposive sesuai kriteria penelitian. Data diperoleh melalui 72 pernyataan berskala Likert 1–5 dan dianalisis menggunakan Partial Least Squares–Structural Equation Modeling dengan bootstrapping 5.000 subsampel. Model menjelaskan 74,2% variasi kualitas pelayanan (R² = 0,742; R² adjusted = 0,738; Q² = 0,458). Sistem informasi (β = 0,218), hubungan interpersonal (β = 0,312), kepuasan pasien (β = 0,254), dan keselamatan pasien (β = 0,243) berhubungan positif dan signifikan dengan kualitas pelayanan (seluruh p < 0,001), dengan hubungan interpersonal memiliki koefisien titik dan ukuran efek terbesar. Temuan ini mendukung evaluasi mutu yang mengintegrasikan komunikasi, sistem informasi, pengalaman pasien, dan keselamatan.