Kepuasan Pasien Terhadap Layanan Puskesmas BLUD di Kota Semarang

Abstract

Primary Health Centre (PHC) is one of the public institution which have important role to provide health care services to the community. According to Regulation of Semarang Major no. 13 year 2016 about Governance Pattern of Local Public Service Institution (BLUD) of Puskesmas, since 2017 PHC in Semarang transformed into BLUD PHC which enable PHC to be more flexible, productive, efficient, and effective on managing their resources and finance. This research objective was to identify patient satisfaction of BLUD PHC in Semarang. This was quantitative research with cross-sectional design and research variables are tangible, reliability, responsiveness, assurance, empaty, dan patient’s satisfaction. Respondents were 140 patients of BLUD PHC in Semarang City: Bulu Lor, Gayamsari, Pudakpayung, Bangetayu, Halmahera, Kedungmundu, dan Mangkang. Result showed that most of the patient satisfied with the health care services in PHC. From all of the indicators, more than 80% respondents stated that they were satisfied with the services in PHC. The highest score was on responsiveness aspect, which 95.0% patient scored high on the PHC responsiveness. It could be because PHC already maximize their resources to provide high quality health care services.

Model Autonomy of Self-Finance Management for Primary Health Care to Enhance Workers’ Satisfaction

“…34 While, the importance of SC was in accordance with the review of RPSAPHC autonomy reform that reported patients' low satisfaction in which most were National Health Insurance (NHI) participants expecting good service. 35 In terms of workers' satisfaction, its indicators were in accordance with that of healthcare providers, who agreed that job satisfaction is a category for the performance-measuring domain. 36 Workers' satisfaction is part of a series of services that must not be interrupted, as it is interconnected with the other parts of the services.…”

Kepuasan Pasien Terhadap Pelayanan Puskesmas Ngemplak Simongan Kecamatan Semarang Barat Kota Semarang

“…Pusat Kesehatan Masyarakat (Puskesmas) adalah fasilitas pelayanan kesehatan yang menyelenggarakan upaya kesehatan masyarakat dan upaya kesehatan perseorangan tingkat pertama, dengan lebih mengutamakan upaya promotif dan preventif, untuk mencapai derajat kesehatan masyarakat yang setinggi-tingginya di wilayah kerjanya (Permenkes, No.75 Tahun 2014) (Putra et al, 2019). Puskesmas dituntut untuk dapat memberikan pelayanan yang bermutu dan terjangkau bagi masyarakat (Suryawati et al, 2019).…”

“…Hal ini diperkuat dengan penelitian yang dilakukan oleh Sri Handayani(2016) tingkat kepuasan pasien terhadap pelayanan kesehatan di Puskesmas Baturetno menyatakan bahwa tingkat kepuasan pasien terhadap pelayanan kesehatan dalam aspek berwujud 72,76 %, keandalan 72,09 %, empati 72,89 %, ketanggapan 72,88%, dan jaminan 72,22 %. Tingkat kepuasan secara keseluruhan, 72,58 % dikategorikan puas (Suryawati et al, 2019).…”

Faktor Lingkungan Fisik dan Dimensi Tangibles Pelayanan Terhadap Niat Kunjungan Ulang ke Puskesmas di Kabupaten Demak

“…Kepuasan pasien memiliki pengaruh langsung pada loyalitas karena pasien yang merasa puas terhadap pelayanan cenderung akan melakukan kunjungan ulang, serta memberikan rekomendasi orang lain untuk menggunakan pelayanan di fasilitas kesehatan tersebut. 29 Zhou et al melalui review yang dilakukan menunjukkan bahwa loyalitas pasien dipengaruhi secara positif oleh kepuasan, kualitas, nilai, citra merek fasilitas kesehatan, kepercayaan, komitmen dan dukungan perilaku lingkungan. Ada dampak langsung positif yang signifikan dari kualitas terhadap kepuasan dan nilai, kepuasan terhadap kepercayaan dan komitmen, kepercayaan terhadap komitmen dan loyalitas, serta citra merek terhadap kualitas dan loyalitas.…”