ESSAY
ANALYSIS OF QUALITY OF
HEALTH SERVICES ON PATIENT SATISFACTION AT CENTRO NATIONAL REHABILITATION (CNR)
BECORA DILI TIMOR-LESTE TINAN 2016
BY
HERMENEGILDO ANTONIO DA
COSTA SANI
NIM: 01.02.016
UNIVERSIDADE DA PAZ
(UNPAZ)
FACULTY OF COMMUNITY HEALTH
2016
ANALYSIS OF QUALITY OF HEALTH SERVICES ON
PATIENT SATISFACTION AT CENTRO NATIONAL REHABILITATION (CNR) BECORA DILI
TIMOR-LESTE TINAN 2016
CHAPTER I
PRELIMINARY
1.1 Background
Basically the National Céntro Rehabilitação (CNR) as a
public institution working in the field of health services, in particular
serving people with physical disabilities. Céntro Nasional Rehabilitação (CNR)
was established on April 14, 2005 with the aim to realize optimal health degree
capability for people with physical disabilities.Céntro Nasional Rehabilitação
(CNR) provides services for physically disabled patients from 13 districts (13
muniçipio) in Timor-Leste: Aileiu 5, Ainaro 3, Baucau 3, Bobonaro 1, Covalima
2, Dili 29, Ermera 4, Lospalos 3 and Oe-cusse 2 patients by 2015.
Céntro Nasional Rehabilitação as
a health care institution must carry out its duties by prioritizing the
interests of its patients. Céntro Rehabilitação should not prioritize any
interests other than the interests of his patients. In an emergency, Céntro
Rehabilitação should prioritize the patient's interests. This is because health
care facilities (including hospitals) are required to provide health services
for patient's patient's rescue and disability prevention first.
Céntro Nasional Rehabilitação
initially only provides rehabilitative services to patients. This health
service is slowly turning into due to the advancement of science, especially
medical technology, income generation and community education. Health services
at Céntro Rehabilitação are currently not only rehabilitative but also curative
(curative). Both are implemented in an integrated manner through promotion of
health (promotive) and prevention (preventive). Thus, the coverage of broader
health care targets, previously only for the patient, has grown for the
patient's family and the general public.
In collecting data on the number
of employees working at the National Coal Rehabilitação (CNR), there are 59
people structurally described as follows: 1 cordenador, 2 assessors, 4 finanças
staff, 13 administrative staff, 2 administrative staff logistics, 5 Community
Base Rehabilitation (CBR) staff, 2 aprovisionament5 staff of therapeutic
ocupaçional staff, 6 therapeutic physio staff, 2 coal therapeutic staff, 6
prosthetic & orthotic staff, 6 wheel staff and 3 motorista staff (driver)
who are entirely technical personnel who can assist in providing health
services especially to physically and socially disabled patients in Timor-Leste
in general.
To address the health problems
facing the public at the global level, the health worker's performance needs to
understand the importance of this situation, and the long-term need to address
community health concerns about something around us, in Timor-Leste, health care
issues are always a debate and the growing problem of cases concerning health
care problems every year continues to increase, because of factors affecting
the performance of health workers so that the performance of health workers
working or serving the community ineffective and efficient.
Health services provided by
Céntro Nasional Rehabilitação are medical therapy services, medical support
services, medical rehabilitation and nursing services. Services undertaken at
Céntro Nasional Rehabilitação Becora Dili Timor-Leste include; emergency,
outpatient and inpatient, while in CNR only services; emergency room (towards
first visit) and outpatient.
In line with health reform
through the Healthy Paradigm, health services at Céntro Nasional Rehabilitação
as well as in puskesmas are more focused on promoting health and preventive
efforts by not neglecting curative-rehabilitative efforts. In addition, health
services at Céntro Nasional Rehabilitação and puskesmas are not only for
individuals, but also families and communities, so that health services are a
comprehensive (holistic and holistic) health service.
Céntro Rehabilitação has a very
strategic role in efforts to accelerate the improvement of public health
status. The new paradigm of health care requires Céntro Rehabilitação to
provide quality services according to the needs and wants of the patient by
keeping referring to professional and medical codes of ethics. In rapid
technological developments and increasingly fierce competition, Céntro Rehabilitação
is required to improve the quality of its services.
Quality is the core of the
institution's survival. The movement of the quality revolution through an
integrated quality management approach becomes a demands that should not be
ignored if an institution wants to live and thrive. Tighter competition has
recently demanded a service provider institution to always pamper customers by
providing the best service. Patients will look for products in the form of goods
or services from companies that can provide the best service to them.
The
main problem as a health care provider is the increasing number of competitors.
Therefore, Céntro Rehabilitação is required to always maintain the trust of
patients by improving the quality of service to increase patient satisfaction.
The hospital needs to carefully determine the needs of the patient as an effort
to fulfill the desire and increase the satisfaction of the services provided.
Providing services of the highest
quality, is not something that is easy for Céntro Rehabilitacão managers
because of the services provided by Céntro Rehabilitação regarding the quality
of life of patients so that errors in medical action can be bad for the
patient. These impacts can be the patient's pain getting worse, disability and
even death.Céntro Rehabilitação as part of the national health system is
required to improve the quality of facilities, services and independence. Thus
Céntro Rehabilitação is one of the perpetrators of competitive health services
must be managed by actors who have entrepreneurial spirit that is able to
create efficiency, excellence in quality and service, excellence in innovation
and excel in responding to patient needs.
Complaints for Céntro
Rehabilitação's services are also addressed through a suggestion box at the
National Céntro Rehabilitação (CNR) Becora Dili Timor-Leste. It thus gives an
indication that Céntro Rehabilitação built with adequate facilities and
infrastructure has not been able to provide services that match the
expectations, wishes and demands of the community as a consumer. Patients will
feel satisfied if there is a similarity between hope and reality of health
services obtained. The satisfaction of users of health services has a close relationship
with the results of health services, both medically and non-medical such as
adherence to physical therapy, understanding of medical information and
continuity of care.
Timor-Leste is a developing
country even though it has been fourteen (14) years apart from the Indonesian
state, but with current developments, Timor-Leste is still not maximized
especially the quality of health services and services and resources within the
country has not yet met the people's need for human resources and the quality
of health services and services, it is very necessary to empower the human /
community health status in this country. Therefore, the Ministry of Health of
Timor-Leste and related agencies have done their best to complement the
shortcomings of facilities in this country, especially in the Centro National
Rehabilitação (CNR) Becora Dili Timor-Leste.
Today we often hear and see the
news in various national mass media states many of the people of Timor-Leste
went to seek medical treatment abroad. Medical treatment overseas has become a
trend in East Timor's middle-upper society. Reasons such as the use of more
sophisticated technology, better medical personnel competence, and more patient-friendly
service to patients than in Timor-Leste are factors driving Timorese people to
seek medical treatment abroad. Most of them chose to go to neighboring
countries such as Indonesia and Singapore. One of the factors that make it easy
is the distance between the two countries is quite close. Every year the number
of East Timorese who seek medical treatment abroad is increasing.
In
this era of globalization, the indicator of the success of health services in
hospitals is patient satisfaction. Satisfaction is the emergence of a person's
feelings of pleasure towards the work of others, his work, his boss and his
workplace environment. Satisfaction will arise if expectations and reality are
the same or exceed the desired expectations.
The emergence of a sense of
satisfaction in a patient can be influenced by several things, namely: because
the nature of service received can provide a sense of satisfaction, the
attitude of officers who provide health services itself and the form of communication
and services provided. For the achievement of patient satisfaction, of course,
by making efforts to provide health services in quality health institutions. In
other words, officers and institutions provide good, effective, and efficient
service.
According
to Thoha (2002) "the quality of the health service to the community is
highly dependent on the individual actors and the system used". Doctors,
nurses, and medical and nonmedical support personnel in hospital must
understand how to serve their customers well especially to patients and
families of patients, as patients and patient families are the primary
consumers of the hospital.
The management of health services
is a need to be implemented and developed within a health care organization in
Timor-Leste, such as the Office of the Department of Health, Provincial and
District Health Offices, Hospitals, Puskesmas, Clinics and other health
organizations managed by the government and private.
Management
is the process of planning, organizing, directing and supervising the efforts
of members of the organization and use of resources other organizations in
order to achieve the goals set.
Thus research on "Quality
Analysis of Health Service Against Patient Satisfaction at Céntro National
Rehabilitação
Timor-Leste
"(Patient Satisfaction Analysis) is very important to do because the
results of these studies can be used as inputs in order to improve the quality
of service so it is expected to create health services Puskesmas the more
qualified.
1.2 Problem
Identification
The
issues identified at the National Cenential of Rehabilitação (CNR) Becora Dili
Timor-Leste are:
1.
Problem of health service to patient satisfaction at Céntro National
Rehabilitação (CNR) Becora Dili Timor-Leste.
2.
Regarding the health services provided by the officers less attention to
patient satisfaction at the National Céntro Rehabilitação (CNR) Becora Dili
Timor-Leste.
3.
Regarding health service about officer facility to patient satisfaction.
4.
Regarding health service about officer guarantee to patient satisfaction.
1.3 Problem Formulation
Based
on the background of the above problem, the writer can formulate several things
as follows:
1.
What about the quality of health services at Céntro Nasional Rehabilitação
(CNR) Becora Dili Timor-Leste?
2.
What about the facilities provided by the service to patient satisfaction at
Céntro Nasional Rehabilitação (CNR) Becora Dili Timor-Leste?
3.
What about the assurance provided by the service to patient satisfaction at CNR
Becora Dili?
1.3 Research Objectives
1.3.1 General Purpose
To
examine the analysis of the quality of public health services on patient
satisfaction provided by the National Counsel of Rehabilitação (CNR) Becora
Dili Timor-Leste.
1.3.2 Specific Objectives
1.
To know the facilities provided by the provision of physical evidence
(tangibles) on patient satisfaction provided by Céntro Nasional Rehabilitação
(CNR) Becora Dili Timor-Leste.
2.
To determine the reliability of the reliability of the patient at the National
Céntro Rehabilitação (CNR) Becora Dili Timor-Leste.
3.
To know the provision of responsiveness service information to patient
satisfaction at Céntro Nasional Rehabilitaçã (CNR) Becora Dili Timor-Leste.
4.
To find out the attention service (empaty) to patient satisfaction at Céntro
National Rehabilitação (CNR) Becora Dili Timor-Leste.
5.
For self-service assurance services on the quality of patient's health care
services at Céntro Nasional Rehabilitação (CNR) Becora Dili Timor-Leste.
4 Benefits of Research
1.4.1 Theoretical
benefits
1. For Researchers
The
results of the study can make library materials to menembah wawasandan
knowledge that exist in the community, especially about the patient pelyanan.
2. For the University
As
reference material for students or university students at Universidade da Paz,
especially the sustainable Faculty of Public Health.
1.4.2 Practical benefits
1. For the Community
After
the researchers do then the public can know the service well.
2 For the Government
The
results of this study are expected to be an input for Timor-Leste's government,
especially for the National Céntro Rehabilitação Becora Dili Timor-Leste, in
relation to efforts to improve the quality of service to patient satisfaction.
