Tingkat Kepuasan Pasien Rawat Inap Terhadap Penyajian Dan Pelayanan Makanan Di Rumah Sakit Randegansari Husada Gresik

The Patient Satisfaction With Foodservice And Food Presentation In Randegansari Husada Hospital, Gresik

Kepuasan pasien terhadap mutu pelayanan gizi sangat mempengaruhi citra rumah sakit ditinjau dari makanan yang disajikan maupun jasa yang diberikan kepada pasien. Pasien seringkali tidak puas terhadap  makanan yang disajikan oleh rumah sakit disebabkan oleh variasi menu makanan, penampilan makanan, dan daya terima makan pasien. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat inap terhadap makanan yang disajikan dan pelayanan makanan di rumah sakit Randegansari Husada Gresik. Penelitian ini merupakan jenis penelitian deskriptif analitik dengan pendekatan cross sectional menggunakan metode survei. Pengambilan sampel secara purposive sampling, dengan total sampel sebanyak 30 pasien. Data penelitian meliputi kepuasan penyajian dan pelayanan makanan serta sisa makanan pasien (platewaste). Teknik analisis kepuasan makanan dilakukan dengan cara analisis univariat menggunakan Microsoft Excel yang membandingkan kinerja jasa yang diberikan (X) dengan jasa yang diharapkan pasien (Y). Pengukuran kepuasan penyajian makanan dinilai sangat puas oleh pasien pada prinsip tepat penyajian, prinsip kadar air, prinsip panas, prinsip bersih, prinsip pewadahan, dan prinsip pemisah. Pengukuran kepuasan pelayanan makanan dinilai sangat puas pada aspek reliabilitas, aspek tanggap, aspek kompetensi, aspek accessibility, aspek etika, aspek kredilitas, dan aspek kelengkapan fasilitas, namun aspek komunikasi dinilai kurang puas oleh pasien. Rerata sisa makanan pasien selama pengamatan mencapai 16,16%. Sisa makanan paling banyak terdapat pada waktu makan pagi sebesar 21,66% sedangkan paling sedikit pada waktu makan malam sebesar 7,8%. Sisa makanan paling banyak terjadi pada jenis makanan sayur yang mencapai 19,32% dan sisa makanan paling sedikit pada lauk hewani sebesar 12,88%.

            Kata kunci: kepuasan pasien; penyajian dan pelayanan makanan; rumah sakit; sisa makanan

Patient satisfaction with the quality of nutritional services greatly affects the image of the hospital in terms of the food served and the services provided to patients. Patients are often dissatisfied with the food served by the hospital due to variations in the food menu, food appearance, and the patient's food acceptance. This study aims to determine the level of satisfaction of inpatients with the food served and food service at the Randegansari Husada Hospital, Gresik. This research is a descriptive analytic research with a cross sectional approach using a survey method. Sampling by purposive sampling, with a total sample of 30 patients. The research data includes satisfaction with serving and serving food as well as patient food waste (platewaste). The food satisfaction analysis technique is carried out by means of univariate analysis using Microsoft Excel which compares the performance of the services provided (X) with the services expected by the patient (Y). Measuring the satisfaction of serving food is considered very satisfied by the patient on the principle of proper presentation, the principle of water content, the principle of heat, the principle of cleanness, the principle of storage, and the principle of separation. Measuring food service satisfaction is considered very satisfied in the aspect of reliability, responsiveness, competence aspect, accessibility aspect, ethical aspect, credibility aspect, and facility completeness aspect, but the communication aspect is considered less satisfied by the patient. The mean of the patient's leftover food during the observation reached 16.16%. The most platewaste was found at breakfast time of 21.66% while the least was at dinner time of 7.8%. Most of the platewaste occurred in the type of vegetable food which reached 19.32% and the least amount of food left was in the animal side dish of 12.88%.

            Keywords: patient satisfaction; food serving and service; hospital; platewaste