Customer Satisfaction During the Covid-19 Pandemic Period at Private Clinic X Surabaya

Laura Wulandari

doi:10.32996/jmhs.2021.2.1.2

Abstract

In an effort to provide public services, there are still many shortcomings when viewed from a quality perspective. It is still far from what the community expects. If this condition is not responded to, it will cause a bad image. During a pandemic period, the health system maintains a balance between meeting the needs for handling a pandemic and fulfilling essential health services. With a health protocol that must be carried out in order to break the chain of the spread of COVID-19, it is necessary to make technical adjustments to health services carried out by the FKTP. This, of course, can affect the quality of service which can also affect the satisfaction felt by patients. This study is an analytic observational study using non-probability techniques with an accidental sampling method with a sample of 200 people who are patients of clinic X in Surabaya and review patient satisfaction documents in the previous year. The variables studied were reliability, responsiveness, assurance, empathy and tangible aspects. The satisfaction received by clink X patients during the COVID-19 pandemic in 2020 was 3.60. In 2019, Clinic X received 3.85 satisfaction. The decline in the average score of patient satisfaction was at least in the assurance aspect (0.21), while the other four aspects experienced a decrease (0.26). There is a need for improvement efforts according to the current conditions of the COVID-19 pandemic to improve service and customer satisfaction at clinic X in Surabaya.

Highlights

1 Health is a human right and one of the elements of welfare that the aspirations of the Indonesian people must realize
This study aims to determine the service satisfaction felt by patients during a pandemic at Clinic X in Surabaya
This study uses a non-probability technique with an incidental sampling method, namely a sample determination technique based on chance, i.e. anyone who accidentally or incidental meets the researcher can be used as a sample if it is considered that the person who happened to be met is suitable as a source of data as many as 200 respondents who are patients. at clinic X and review documents regarding patient satisfaction in the previous year

Summary

Introduction

Everyone has the right to live in physical and spiritual prosperity, to have a place to live and to have a good and healthy living environment, and the right to obtain health services 2. This has been stated in Law number 40 of 2004 concerning the National Health Insurance System (SJSN), which is regulated in Article 19 paragraph 1 of the SJSN Law. Further regulations are written in Law number 24 of 2011 concerning the Social Security Administration (BPJS), a change from Health Insurance (ASKES). In the BPJS era, the First Level Health Facility (FKTP) became the spearhead of health services and became the center for BPJS membership. The clinic is a health service center that organizes individual health services and provides primary and specialized medical services, which can provide safe, quality services by prioritizing patients' best interests by professional standards, service standards, and standard operational procedures 3

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Conclusion