Tinjauan Kualitas Pelayanan Pasien JKN Non PBI di Instalasi Rawat Jalan Puskesmas Batua Kota Makassar

Leni Karunia Septiani Leni Karunia Septiani,Noor Yulia Noor Yulia,Nanda Aula Rumana Nanda Aula Rumana,Deasy Rosmala Dewi Deasy Rosmala Dewi

doi:10.55123/sehatmas.v1i1.33

Leni Karunia Septiani Leni Karunia Septiani, Noor Yulia Noor Yulia + Show 2 more

Open Access

https://doi.org/10.55123/sehatmas.v1i1.33

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Abstract

Service quality comes from the comparison of what consumers feel (expectations) with consumer perceptions about the performance of companies that provide services. The purpose of this study was to describe the quality of service for JKN non-PBI patients at the Batua Public Health Center in Makassar. The method used is quantitative analysis with descriptive method. Calculation of sample size using the proportion estimation formula obtained 96 samples with the sampling method, namely Incidental/Convenience Sampling. Data collection techniques using interviews and self-filling by patients with interview guide instruments and questionnaires, and data were analyzed using SPSS. Service quality is assessed based on 5 dimensions, namely Tangible, Responsiveness, Reliability Assurance and Empathy. From the results of the study, it was found that the percentage of service quality at Batua Health Center was 57.3% of good service quality and 42.7% not good, meaning that the service quality was classified as not good because ≤ 90% based on outpatient SPM. Obstacles that often occur when serving patients such as problems with communication tools/speakers, lack of computers, patients do not want to queue and do not bring medical cards/BPJS cards/identity cards. It is recommended to the Puskesmas to pay more attention to the cleanliness and comfort of the registration place, the officers should improve their competence, advance working hours so that there are no delays in opening the counter, apply 3S 1T, pay attention to the problematic speakers and computers as well as socialize the files that must be brought during registration.

Highlights

Abstrak Kualitas pelayanan berasal dari perbandingan apa yang konsumen rasakan dengan persepsi konsumen tentang kinerja perusahaan yang menyediakan jasa
The purpose of this study was to describe the quality of service for JKN non-Penerima Bantuan Iuran (PBI) patients at the Batua Public Health Center in Makassar
From the results of the study, it was found that the percentage of service quality at Batua Health Center was 57.3% of good service quality and 42.7% not good, meaning that the service quality was classified as not good because ≤ 90% based on outpatient SPM

Summary

Petugas selalu diloket

Petugas mengurangi jam istirahatnya dan terus melayani pasien. Berdasarkan tabel 1 dapat dilihat pada dimensi Tangible (bukti nyata) pernyataan yang paling banyak pasien menyatakan tidak sesuai adalah kebersihan dan kenyamanan tempat pendaftaran sebanyak 70 (72,9%). Dimensi Responsiveness (daya tanggap) pada pernyataan waktu tunggu diloket pendaftaran sebentar sebanyak 81 (84,4%). Dimensi Reliability (kehandalan) pasien menyatakan tidak sesuai pada ketepatan waktu buka loket pendaftaran sebanyak 59 (61,5%). Untuk dimensi Assurance (jaminan) pada pernyataan petugas pendaftaran/ perekam medis terampil ketika melayani pasien sebanyak 34 (35,4%). Dan dimensi Emphaty (empati) pernyataan yang paling banyak pasien menyatakan tidak sesuai adalah petugas pendaftaran/perekam medis selalu senyum pada pasien sebanyak 50 (52,1%). Kualitas pelayanan pasien JKN non PBI di instalasi rawat jalan melalui 5 dimensi kualitas pelayanan di Puskesmas batua Kota Makassar Tabel 2. kualitas pelayanan pasien JKN non PBI di instalasi rawat jalan melalui 5 dimensi kualitas pelayanan di Puskesmas batua Kota Makassar

Total kualitas pelayanan baik kualitas pelayanan tidak baik

Kualitas Pelayanan kualitas pelayanan baik kualitas pelayanan tidak baik Total

KESIMPULAN DAN SARAN

Findings

Dengan Kepuasan Pasien Pengguna Kartu BPJS Kesehatan di Puskesmas