Analisis Dimensi Kualitas Pelayanan Pasien BPJS Rawat Jalan Di RSSN Bukittinggi

Rovendra, Erit

doi:10.32883/hcj.v5i1.577

Cited by 3 publications

(3 citation statements)

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“…Peningkatan kesejahteraan salah satunya melalui pelayanan kesehatan yang berkualitas. Pelayanan kesehatan yang berkualitas merupakan pelayanan yang memberikan kepuasan bagi masyarakat dan sesuai standar kode etik profesi (Rovendra, 2020). Peningkatan kualitas pelayanan jasa menjadi salah satu solusi untuk menyelesaikan persoalan pelayanan pemerintah yang dirasa masih kurang (Oktariyanda dan Rahaju, 2018).…”

Section: Pendahuluanunclassified

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Ningrum,

Oktariyanda

2023

Publika

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Pelayanan publik menjadi hal penting bagi pemerintah dalam rangka memenuhi kebutuhan dan kesejahteraan masyarakat. Kesejahteraan dapat dicapai melalui layanan kesehatan yang bermutu. Pemerintah menjamin kesehatan masyarakat melalui pembentukan Badan Penyelenggara Jaminan Sosial Kesehatan dengan program Jaminan Kesehatan Nasional. Selama ini dalam pelaksanaannya masih banyak ditemukan permasalahan pelayanan pasien BPJS yaitu antrian pelayanan, lamanya pengambilan tindakan kepada pasien, dan lamanya waktu tunggu pelayanan. Oleh karena itu diperlukan penelitian lebih dalam mengenai kualitas pelayanan yang diterima khususnya bagi pasien BPJS Kesehatan. Dengan adanya penelitian ini dapat mendeskripsikan kualitas pelayanan publik pasien BPJS Kesehatan di Puskesmas Kepadangan. Jenis penelitian ini adalah deskriptif dengan pendekatan kualitatif. Fokus dalam penelitian ini adalah kualitas pelayanan pasien BPJS yang terlaksana di Puskesmas Kepadangan Kabupaten Sidoarjo. Dalam melakukan analisis, peneliti menggunakan teori Ida Hadiyati dkk (2017) tentang kualitas pelayanan berdasarkan harapan pasien JKN yang terdiri atas 11 aspek. Hasil dari penelitian ini menunjukkan bahwa kualitas pelayanan pasien BPJS Kesehatan di Puskesmas Kepadangan cukup baik dan memuaskan. Aspek yang menunjang kualitas pelayanan adalah pelayanan medik, keamanan, akses, transparansi informasi, kesetaraan, iuran biaya, serta kualitas antar bagian. Sedangkan aspek yang masih perlu ditingkatkan adalah aspek sarana prasarana yakni kebutuhan ruangan, aspek karyawan yakni penambahan petugas di bagian rekam medis, aspek pelayanan administrasi yakni kejelasan waktu tunggu layanan, serta aspek kepercayaan yakni kenyamanan pasien atas kepastian waktu pelayanan. Saran yang bisa peneliti berikan kepada Puskesmas Kepadangan adalah menambah ruangan, menambah jumlah karyawan serta menepati standar waktu pelayanan dan menyampaikannya kepada pasien agar tidak mengganggu kenyamanan pasien. Public services are important for government to get welfare of the community.Welfare can be achieved through quality health services. Government guarantees public health through the establishment of BPJS Health with National Health Insurance program. But in its implementation, there are many problems with BPJS patient services such as service queues, length of time to take action patients, and length of time waiting for services. Therefore, deeper research is needed regarding the service quality especially for BPJS Health patients. With this research, it can describe sevice quality for BPJS patients at Kepadangan Public Health Center. This research is descriptive with qualitative approach. Focus in this study is quality of BPJS patient at Kepadangan Public Health Center, Sidoarjo District. Researchers analyze used theory of Ida Hadiyati et al (2017) regarding service quality based on JKN patients expectations which consists of 11 aspects. The results of this study indicate that quality service for BPJS Health patients at the Kepadangan Public Health Center is quite good and satisfactory. Aspects that support service quality are medical services, security, access, information disclosure, balance, costs, and quality between departments. While the aspects that still need to be improved are infrastructure aspect especially adding rooms, employee aspect especially addition of officers in medical records, administrative service aspect especially clarity of service waiting times, and trust aspect especially patient comfort with certainty of service time. Suggestions that can give to Kepadangan Public Health Center are adding rooms, adding employees, adhering service time standards and conveying time to patients.

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Section: Pendahuluanunclassified

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Ningrum,

Oktariyanda

2023

Publika

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“…Indicators of the success of health services can be interpreted as the level of comfort provided by service providers greatly influences both the success and failure of a person in the service process received by him. Therefore, the health service process provided by the hospital should be able to support the patient's physical recovery (Rovendra, 2020). Besides that, it can also increase the patient's confidence to try to fight the disease he is suffering from.…”

Section: Introductionmentioning

confidence: 99%

Correlation between Nurse Therapeutic Communication and Patient Satisfaction in Bhayangkara Hospital Setukpa Kota Sukabumi

Adriyan

Purnairawan

et al. 2023

KIAN

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Objective: The purpose of this study was to determine the relationship between nurse therapeutic communication and patient satisfaction in the inpatient room of Bhayangkara Setukpa Hospital. Methods: The research design is correlational using a cross sectional approach. The sample in this study were 79 people in the inpatient room of Bhayangkara Setukpa Hospital. The data analysis used was univariate analysis with frequency distribution and percentage for each category, bivariate analysis using chi-square. Results: The results showed that the P value = 0.000 means Reject Ho if the P value <0.05, namely there is a relationship between nurse therapeutic communication and patient satisfaction in the inpatient room of Bhayangkara Setukpa Hospital. Conclusion: The results of the study can be concluded that there is a relationship between nurse therapeutic communication and patient satisfaction. It is hoped that Bhayangkara Setukpa Hospital can increase maximum patient satisfaction as a form of providing quality health services at the hospital.

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“…Meanwhile (Rovendra, 2020) suggests only five indicators, namely: a) Tangibles are physical facilities, equipment, employees, and communication facilities owned by service providers; b) While reliability or reliability is the ability to provide accurate services; c) Furthermore, responsiveness is a willingness to help service users and provide services with; d) Assurance is the courtesy and service of officers in giving trust to service users and e) Empathy is giving attention to individual service users.…”

Section: Introductionmentioning

confidence: 99%

Quality of Service for Badan Penyelenggara Jaminan Sosial (BPJS) Participant at Syarifah Ambami Rato Ebu Hospital, Bangkalan Regency

2022

Nusantara Science and Technology Proceedings

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Problems with health services for users of Jaminan Kesehatan Nasional (JKN) are still common, people still do not get the quality of service that meets expectations, convoluted services, and timeliness of services related to inconsistent time and procedures, and there are still unprofessional employees. in carrying out their duties. The purpose of this study was to determine the service quality of Badan Penyelenggara Jaminan Sosial (BPJS) at Syarifah Ambami Rato Ebu Hospital, Bangkalan Regency so that the community was satisfied with the services provided. The approach method used in this research is descriptive qualitative, primary, secondary data, literature study, observation, and interviews are the data sources used to explore the data. The informants in this study were the Head of Nursing Services and the Supervision and Control Section of Nursing Services and the community or patients who had used BPJS health services as their health facilities. Based on field research through interviews, it shows Badan Penyelenggara Jaminan Sosial (BPJS) Syarifah Ambami Rato Ebu Hospital, Bangkalan Regency has not been implemented properly due to 5 dimensions, namely direct (tangible), security (reliability), responsiveness (responsiveness), guarantee (assurance), and empathy (empathy). The dimensions of service quality that can be implemented satisfactorily are only reliability, assurance, and empathy. Meanwhile, for tangible and responsiveness, people are not satisfied with this dimension.

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Analisis Dimensi Kualitas Pelayanan Pasien BPJS Rawat Jalan Di RSSN Bukittinggi

Cited by 3 publications

References 0 publications

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Correlation between Nurse Therapeutic Communication and Patient Satisfaction in Bhayangkara Hospital Setukpa Kota Sukabumi

Quality of Service for Badan Penyelenggara Jaminan Sosial (BPJS) Participant at Syarifah Ambami Rato Ebu Hospital, Bangkalan Regency

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