FAKTOR-FAKTOR MUTU PELAYANAN KESEHATAN YANG BERHUBUNGAN DENGAN KEPUASAN PASIEN GIGI: LITERATURE REVIEW : Indonesia

Innas Rostina Novianingrum; Rosyidah Rosyidah; Rochana Ruliyandari

doi:10.31004/prepotif.v9i3.52936

Authors

Innas Rostina Novianingrum Program Studi Magister Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat, Universitas Ahmad Dahlan
Rosyidah Rosyidah Fakultas Kesehatan Masyarakat, Universitas Ahmad Dahlan
Rochana Ruliyandari Fakultas Kesehatan Masyarakat, Universitas Ahmad Dahlan

DOI:

https://doi.org/10.31004/prepotif.v9i3.52936

Keywords:

kepuasan pasien, kualitas pelayanan, pelayanan kesehatan gigi

Abstract

Mutu pelayanan kesehatan gigi dan mulut merupakan komponen penting dalam meningkatkan kepuasan pasien, namun faktor-faktor yang memengaruhinya masih bervariasi pada berbagai fasilitas pelayanan kesehatan. Perbedaan karakteristik pasien, sistem pembiayaan, serta kondisi organisasi pelayanan menyebabkan tingkat kepuasan pasien gigi tidak bersifat seragam. Masalah utama yang dihadapi adalah belum terpetakannya secara komprehensif determinan mutu pelayanan kesehatan gigi yang berhubungan dengan kepuasan pasien berdasarkan bukti ilmiah terkini. Penelitian ini bertujuan untuk menganalisis faktor-faktor mutu pelayanan kesehatan gigi yang berhubungan dengan tingkat kepuasan pasien melalui systematic literature review. Penelitian ini menggunakan desain systematic literature review dengan pendekatan Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA). Populasi penelitian adalah seluruh artikel ilmiah yang membahas mutu pelayanan kesehatan gigi dan kepuasan pasien. Sampel penelitian berupa artikel terpilih yang diperoleh melalui metode purposive sampling berdasarkan kriteria inklusi dan eksklusi. Penelusuran literatur dilakukan pada basis data PubMed dan Google Scholar pada periode 2020–2025. Pengumpulan data menggunakan lembar ekstraksi artikel, sedangkan analisis data dilakukan dengan metode sintesis naratif. Sebanyak 20 artikel memenuhi kriteria analisis. Hasil menunjukkan bahwa keandalan, empati, daya tanggap, komunikasi dokter gigi, dan kualitas interaksi klinis merupakan determinan utama kepuasan pasien. Faktor biaya, waktu tunggu, keselamatan pasien, dan fasilitas berperan sebagai faktor pendukung. Peningkatan mutu pelayanan kesehatan gigi, terutama pada aspek interpersonal dan responsivitas, berperan penting dalam meningkatkan kepuasan pasien serta mendorong loyalitas dan niat kunjungan ulang.

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