scholarly journals Quality Evaluation of Health Services Using the Kano Model in Two Hospitals in Peru

2021 ◽  
Vol 18 (11) ◽  
pp. 6159
Author(s):  
Fernando Barrios-Ipenza ◽  
Arturo Calvo-Mora ◽  
Fernando Criado-García ◽  
Walter H. Curioso
Keyword(s):  
Health Services ◽  
User Satisfaction ◽  
Health Management ◽  
Medical Personnel ◽  
Interaction Space ◽  
Kano Model ◽  
Cross Sectional ◽  
Quality Of Health Services ◽  
Convenience Sampling

Public–private partnerships (PPP) represent an alternative model of health management focused on improving the quality of health services, particularly in emerging countries. To date, a systematic method to improve the perceived quality of health services by healthcare users in Peru has not been established. The purpose of this study was to evaluate the quality of health services in two PPP hospitals in Peru using the Kano model. A prospective cross-sectional descriptive observational study was carried out through a health service satisfaction survey using the Kano model methodology, measuring six categories of attributes. A total of 250 users of the health services were surveyed in the two PPP hospitals, located in Lima and Callao, using non-probability convenience sampling. Of the 31 attributes evaluated by the patients, 27 (81%) were classified as having a one-dimensional-type attribute, 3 (10%) were reported as mandatory, and 1 (3%) was considered as inverse. These results suggest that the presence of most of the attributes evaluated was relevant to maintaining the level of user satisfaction and that the absence of these attributes generated dissatisfaction in the users. The results showed that the users’ evaluation of health services was multidimensional—namely, their evaluation was focused not only on the interaction space between the patient and medical personnel but also addressed other interaction services.

scholarly journals Analisis Implementasi Patient Safety Terkait Peningkatan Mutu Pelayanan Kesehatan di Rumah Sakit

2017 ◽  
Vol 5 (2) ◽  
pp. 91
Author(s):  
Sumarni Sumarni
Keyword(s):  
Patient Safety ◽  
Health Services ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Worker Safety ◽  
Cluster Sampling ◽  
Cross Sectional ◽  
Ibn Sina ◽  
Quality Of Health Services

<em>Ministry of Health of the Republic of Indonesia to set out five key issues related to safety in the hospital, the Patient Safety, worker safety, the safety of buildings and equipment in hospitals that could have an impact on Patient Safety and personnel, safety of the environment that have an impact on environmental pollution and safety businesses Hospital related to the survival Hospital. Management of patient safety plays an important role in improving the quality of health services. Patient safety is the efforts of service that prioritizes patient safety. The research was conducted at Ibn Sina Hospital, the type of research is cross sectional study is a draft that examines the dynamics of the correlation between the independent variables (patient safety) and the dependent variable (improving the quality of health services) at the same time. Respondents that all officers in the field of medical care and support services at Ibn Sina Hospital. The sampling technique used is random cluster sampling technique with a population of 402 respondents sampled 304 respondents. Based on interviews with the respondents stated that the higher the safety of the patient, the better the quality of a hospital, when a patient is exposed to the incident then it will switch to other hospitals, patient safety and quality are positively correlated Hospital. The results showed that no respondents (0%) the implementation of Patient Safety classified as very weak. The percentage of respondents to the implementation of Patient Safety is very strong, strong, moderate and weak amounted to 12.25% (30 respondents), 71.57% (224 respondents), 15.69% (39 respondents) and 0.49% (11 respondents ). Based on these results it is known that the majority of respondents ie 71.57% (224 respondents) is the implementation of the Patient Safety category are classified as strong, so it can be concluded that the implementation of Patient Safety at Ibn Sina Hospital relatively strong. Based on the dimensions of most of the dimensions Implementing Patient Safety at Ibn Sina Hospital is high with dimensions on the dimension of cooperation is highest in units amounted to 97.10%.</em>

scholarly journals PERSEPSI PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN DI RUMAH SAKIT

2018 ◽  
Vol 46 (4) ◽  
Author(s):  
Made Lely ◽  
Tati Suryati
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Health Services ◽  
Care Facility ◽  
Health Care Facility ◽  
Data Retrieval ◽  
Cross Sectional ◽  
Quality Of Health Services ◽  
Cross Sectional Design

ABSTRACT  Development in the health field today in addition to aiming for healing and recovery also to improve health and prevent the incidence of a disease in the community. The hospital is a place to provide health services for the community. The quality of health services can be seen from several perspectives: the perspective of the health care provider, the perspectives of the funder, the perspective of the owner of the health care facility and the patient's perspective. While patient satisfaction is the level of satisfaction experienced by patients after using health services. Quality of health services and customer satisfaction are the indicators of hospital service success. The purpose of this study was to know the description of patient satisfaction of referral of outpatient at District Hospital, Regional Hospital and Provincial Hospital. The study was conducted with cross sectional design, using questionnaire instrument. The respondent is an outpatient at the hospital who has finished receiving the service or finished treatment at the hospital, where if the patient age ≤ 15 years or difficult to communicate there must be a companion. Data retrieval is done by direct interviews to the patient or the patient's companion. The result of the research shows the description of satisfaction respondent/outpatient exit interview in the hospital that overall more than 80% of respondents /outpatient satisfied to service given in the hospital. Respondents/outpatients who work more satisfied than those who do not work, and non-PBI participants are more satisfied than the PBI participants. The conclusions of this study, most of the respondents / outpatients in hospitals are satisfied with the services provided by the hospital.   Keywords: outpatient perception, service quality, hospital

scholarly journals Analysis of Lut Tawar Health Center Service Quality on Outpatient Patient Satisfaction in Central Aceh Regency

2021 ◽  
Vol 2 (2) ◽  
pp. 50-58
Author(s):  
Asriwati Amirah ◽  
Mappeaty Nyorong ◽  
Wahyu Fatrah Nananda
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Physical Condition ◽  
Secondary Data ◽  
Primary Data ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The purpose of this study was to find out what aspects were related to the quality of service at the Lut Tawar Health Center to the Satisfaction of Outpatients in Central Aceh Regency. The research design used in this study was Cross Sectional. The population in this study was 7,507 people and the samples taken by accidental sampling were 99 people. Data collection methods are primary data and secondary data. Analysis of the data used is a binary logistic regression test. The results showed that the physical condition had a sig-p value of 0.004 < 0.05, reliability sig-p 0.004 < 0.005, and a sig-p guarantee of 0.030 < 0.05, which means that it has a relationship with the quality of health services, while responsiveness has no relationship to the quality of health services because it has a sig-p value of 0.173 > 0.05 and concern has no relationship to the quality of health services because it has a sig-p value of 0.893 > 0.05. The most dominant aspect related to service quality is the variable of physical condition p = 0.004 <0.05. The conclusion in this study is that there is a relationship between physical condition, reliability, and assurance on the quality of Community Health Center (puskesmas) services, while the responsiveness and caring variables have no relationship to the quality of puskesmas services.

scholarly journals MUTU PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN DI PUSAT KESEHATAN ANGKATAN DARAT (PUSKESAD) POLKES KABUPATEN TAKALAR

2018 ◽  
Vol 3 (2) ◽  
pp. 102
Author(s):  
Ali Imran Thamrin ◽  
Andi Alim Bagu ◽  
Yuliana Baharuddin
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Health Services ◽  
Health Center ◽  
Service Providers ◽  
Bivariate Analysis ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The quality of  health services is one of main focus for community. Awareness of the quality of health services is increasing with the demand for improving the quality from service providers and  community as a service user. The quality of health services greatly affects patient satisfaction. The design of this study is analytic survey research with cross sectional approach. The purpose of this study  is to know the relation of quality of health service to patient satisfaction at Army Health Center (PUSKESAD) POLKES of Takalar Regency in 2017. The research is conducted at Army Health Center (PUSKESAD) POLKES Takalar District. The sample in this study are patients who treated at the Army Health Center (PUSKESAD) POLKES Takalar District in June of 2017 as many as 94 people using a simple random sampling technique. Data analysis in this research is univariate and bivariate analysis using chi square test. The results showed that there was a significant correlation between health service quality based on indicator physical appearance, reliability, responsiveness, assurance, and empathy with patient satisfaction with each p value = 0,000. It is hoped  that the Army Health Center (PUSKESAD) POLKES can improve the quality of health services and the confidence of patients in utilizing health services more increase.

scholarly journals Gambaran Informasi dan Tindakan Petugas Kesehatan Terhadap Kepatuhan Berobat Pasien Tuberkulosis di Puskesmas Wilayah Kabupaten Banjar

2020 ◽  
Vol 7 (2) ◽  
pp. 166
Author(s):  
Kesty Aprini ◽  
Nurlely Nurlely ◽  
Nani Kartinah
Keyword(s):  
Health Services ◽  
Patient Compliance ◽  
Health Workers ◽  
Treatment Compliance ◽  
Patient Treatment ◽  
Cross Sectional ◽  
Care Workers ◽  
Study Characteristics ◽  
Quality Of Health Services

Petugas kesehatan mempunyai pengaruh terhadap kualitas pelayanan kesehatan, termasuk pelayanan kesehatan terhadap pasien TB yang akan berpengaruh terhadap kepatuhan berobat.  Tujuan penelitian ini menentukan persentase petugas kesehatan kategori baik, cukup, kurang dalam memberikan informasi dan tindakan terhadap pasien tuberkulosisdi Kabupaten Banjar. Penelitian ini dilakukan terhadap 97 petugas kesehatan dengan pendekatan cross sectional menggunakan kuesioner. Subjek pada penelitian ini yaitu tim program TB (Dokter, Perawat, Petugas lab) dan Apoteker/AA. Penilaian dilakukan terhadap karakteristik petugas, informasi dan tindakan yang diberikan petugas kesehatan terhadap kepatuhan berobat pasien TB yaitu dikategorikan baik, cukup dan kurang. Hasil penelitian pada karakteristik petugas kesehatan yaitu jenis kelamin perempuan sebanyak 68 orang, kategori umur >30 tahun sebanyak 57 orang, pendidikan terakhir yang paling banyak yaitu D3 sebanyak 47 orang, masa jabatan sebagai petugas TB (perawat) yang paling banyak yaitu selama <5 tahun sebanyak 20 orang. Informasi yang diberikan oleh petugas kesehatan terhadap kepatuhan berobat pasien TB dalam kategori baik yaitu 61 (62,88%)  petugas kesehatan dan tindakan petugas TB sebanyak 47 (48,46%) petugas kesehatan. Oleh karena itu petugas kesehatan perlu memperhatikan lagi terkait kinerja pelayanan kesehatan agar informasi dan tindakan terhadap kepatuhan berobat pasien TB jauh lebih baik Health workers have an influence on the quality of health services, including health services for TB patients which will affect treatment compliance. The purpose of this study was to determine percentage of health workers in good, sufficient, and inadequate categories in providing information and action on tuberculosis patients in Banjar District. This research was conducted on 97 health workers with a cross sectional approach using a questionnaire. The subjects in this study were TB team programs which consist of Doctors, Nurses, Lab Officers and Pharmacists/Pharmacist assistant. An assessment was made of  staff characteristics, information and actions given by health workers to TB patient treatment was categorized as good, sufficient and lacking. Thye result of this study characteristics on health workers are female sex which were  68 people, age categories>30 years as many as 57 people, the most recent education is D3 which were 47 people, while the longest term as TB officers (nurses) was for less than 5 years which were 20 people. Information provided by health workers on TB patient compliance in the good category was 61 (62.88%) health workers and the actions of TB workers were 47 (48.46%) health workers. Therefore, it is necessary to pay more attention to the performance of health services so that information and actions on TB patient compliance more better Keywords: TB Health care workers, Tuberculosis, Information, Action

scholarly journals Measuring the Quality of Health Services in the Benghazi Center for diagnosis and treatment of diabetes، from the Point of View Reviewers: تقييم جودة الخدمات الصحية المقدمة بمركز بنغازي لتشخيص وعلاج السكري من وجهة نظر المترددين

2019 ◽  
Vol 3 (2) ◽  
Author(s):  
Fatma Abdalla Omar, Faten Ali Qatrani, Hager M. Abeid
Keyword(s):  
Health Care ◽  
Health Services ◽  
Point Of View ◽  
Diagnosis And Treatment ◽  
Physical Factors ◽  
Cross Sectional ◽  
Effective Measure ◽  
Treatment Of Diabetes ◽  
Quality Of Health Services

    Seen patient satisfaction as a source of information and an effective measure to evaluate the true and judgment on the level and the reality of health care provided to them، as well as an important tool in the field of management research and planning health care and policy-related. This study aimed to measure the quality of provided health services at the Benghazi Center for diagnosis and treatment of diabetes from the point of view patients، also the study suggested some of recommendations that contribute to the improvement and development of the reality of services in health centers and reduce the negative effects So as to achieve benefit for the management of the center and the beneficiaries. METHODOLOGY: Study Design: This is a quantitative research study (cross-sectional، descriptive study. Setting: This study conducted in the Benghazi Center for diagnosis and treatment of diabetes. Participants: this study included (378) Diabetes The sample size was determined using Epilno7 at 95% confidence Step 80% and the percentage of error of 5%.instrument: the study collected data by using a questionnaire that consisting of two parts: a part of the data relating to the description of the sample members، the second part of the collection of data related to the evaluation of the services provided by the center، Of 22 questions divided into 5 dimensions of quality (6) questions of melody (5) questions of reliability (3) questions of response (4) questions of safety and confidence (4) questions of empathy.. RESULTS:. the study found the Benghazi center for the diagnosis and treatment of diabetes medical service dimensions are available in it in terms of responsiveness، empathy، tangible، and safety and confidence level of the average acceptance except for - reliability dimension from the point of view and reviewers، The equivalent of (3.3) recorded for both response and empathy dimensions (3.1) for tangibility dimension (3.5) safety and confidence dimensions while the reliability dimension recorded approximately (2.8).The study concluded to Work to raise the quality of health services provided to patients by focusing on the following: Conducting lectures on education and awareness on an ongoing and periodic basis on diabetes mellitus. Providing various specialities، especially as it is known to link diabetes with several complications that require the existence of different specialities. There are several physical factors stand without providing a good quality service and acceptable to patients، including the difficulty of access to the center because of the signatory must، therefore، be the decision-makers and officials to establish other centers for patients diagnosed with diabetes to reduce the burden on patients and achieve the desired benefit.    

Hubungan Mutu Pelayanan Dengan Minat Kunjungan Ulang Pasien Rawat Inap RS Bhineka Bakti Husada

2020 ◽  
Vol 4 (2) ◽  
pp. 167
Author(s):  
Lela Kania Rahsa Puji ◽  
Nurwulan Adi Ismaya ◽  
Utami Ulfa
Keyword(s):  
Quality Assurance ◽  
Health Services ◽  
Service Quality ◽  
Direct Evidence ◽  
Quality Standards ◽  
Research Purpose ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Quality Of Health Services

In line with regulation No.44 of 2009, explained that one of the hospital's requairements are implement, and maintain quality standards for health services in hospitals as a reference in helping patients. Based on research  May 18, 2019 at the Bhineka Bakti Husada Hospital determine that 96.1% of patients were interested in visiting again if needed health services and 3.9% were not interested in visiting again.research question is correlation between Service Quality and Interest in Revisiting Inpatients at Bhineka Bakti Husada Hospital in 2019. Research purpose is to identify correlation service quality and interest in revisiting inpatient. Method analitic survey cross sectional univariat and bivariate analisys. Technin sampling are total sampling 52 respondent. Result the correlation from the five dimensions of quality of health services (reliability, quality assurance, quality of direct evidence, empathy) are related to interest in revisiting inpatients at Bhineka Bakti Husada Hospital.Keywords:service qulityquality of Hospitalizationinterest patient Re-VisitABSTRAKSejalan dengan peraturan No.44 tahun 2009, dijelaskan bahwa salah satu persyaratan rumah sakit adalah menerapkan, dan mempertahankan standar kualitas untuk layanan kesehatan di rumah sakit sebagai referensi dalam membantu pasien. Berdasarkan penelitian 18 Mei 2019 di Rumah Sakit Bhineka Bakti Husada menentukan bahwa 96,1% pasien tertarik untuk berkunjung lagi jika membutuhkan layanan kesehatan dan 3,9% tidak tertarik mengunjungi lagi. di Rumah Sakit Bhineka Bakti Husada pada tahun 2019. Tujuan penelitian adalah untuk mengidentifikasi hubungan kualitas layanan  minat dalam mengunjungi kembali pasien rawat inap. Metode survei analitik cross sectional dengan analisis univariat dan bivariat. Teknik pengambilan sampel adalah total sampling 52 responden. Hasil korelasi dari lima dimensi kualitas layanan kesehatan (keandalan, jaminan kualitas, kualitas bukti langsung, empati) ada hubungan dengan minat mengunjungi kembali pasien rawat inap di Rumah Sakit Bhineka Bakti Husada.Kata Kunci:Mutu pelayananMutu rawat inapKunjungan ulang pasien

scholarly journals ANÁLISIS DE LA ATENCIÓN DEL USUARIO EN LOS CENTROS DE SALUD DE LA PROVINCIA DE MANABÍ-ECUADOR.

2020 ◽  
Vol 5 (4) ◽  
pp. 5
Author(s):  
Carlos García Escovar ◽  
Leobaldo Barrera Paz
Keyword(s):  
Health Services ◽  
Chronic Diseases ◽  
User Satisfaction ◽  
Quality Care ◽  
General Medicine ◽  
High Morbidity ◽  
Cross Sectional ◽  
Prevention Service ◽  
Probabilistic Sample

Introducción: La calidad del servicio de salud está relacionado con la satisfacción del usuario, es importante conocer su percepción, para lograr una atención de calidad. Objetivo: analizar la atención del usuario en los centros de salud de la Provincia de Manabí-Ecuador. Método: Estudio de campo, descriptivo y transversal, con una muestra no probabilista de 924, mayores de 20 años, de ambos sexos, durante el año 2019, se aplicó la Encuesta Nacional de Satisfacción de Usuarios en Salud, del Instituto Nacional de Estadística e Informática del Ministerio de Salud de Perú, modificada y adaptada según los indicadores de las siguientes variables: sexo, edad, procedencia, realidad socioeconómica, asistencia a instituciones de salud, enfermedades crónicas, servicios de salud utilizados, tiempo de espera para asignación de consultas y calidad de atención. Resultados: Se encontró predominio del sexo femenino y la edad entre 20 a 39 años, el Ministerio de Salud Pública y el Instituto Ecuatoriano de Seguridad Social fueron las instituciones más utilizadas, la diabetes e hipertensión arterial son las enfermedades crónicas más frecuentes y los servicios más requerido fueron medicina general, las especialidades, el laboratorio y radiología, predominó la atención inmediata en medicina general y el tiempo más prolongado de 1 semana en el servicio de promoción/prevención de enfermedades y la calidad de la atención fue buena en más del 50%. Conclusiones: la mayoría de los usuarios son adultos jóvenes, con enfermedades crónicas de alta morbi-mortalidad en el país, quienes utilizan los servicios públicos y la atención recibida fue percibida como satisfactoria.   Palabras Clave: usuario de salud, servicios de salud, satisfacción en salud.  ABSTRACT Introduction: The quality of the health service is related to user satisfaction, it is important to know their perception in order to achieve quality care. Objective: to analyze user care in health centers in the Province of Manabí-Ecuador. Method: Descriptive and cross-sectional field study, with a non-probabilistic sample of 924, over 20 years of age, of both sexes, during 2019, the National Survey of User Satisfaction in Health, from the National Institute of Statistics and Information technology of the Ministry of Health of Perú, modified and adapted according to the indicators of the following variables: sex, age, origin, socioeconomic reality, attendance at health institutions, chronic diseases, health services used, waiting time for appointment of consultations and attention quality. Results: A predominance of the female sex and age between 20 to 39 years was found, the Ministry of Public Health and the Ecuadorian Institute of Social Security were the most used institutions, diabetes and arterial hypertension are the most frequent chronic diseases and the most frequent services required were general medicine, specialties, laboratory and radiology, immediate care prevailed in general medicine and the longest time of 1 week in the disease promotion / prevention service and the quality of care was good in more than 50% . Conclusions: the majority of users are young adults, with chronic diseases of high morbidity and mortality in the country, who use public services and the care received was perceived as satisfactory.  Keywords: user, health services, Ecuador

scholarly journals Dampak Pandemi Coronavirus Disease-19 terhadap Mutu Pelayanan Kemoterapi di Ruang Delima RSUP Prof. Dr. R. D. Kandou Manado

e-CliniC ◽  
2021 ◽  
Vol 9 (2) ◽  
pp. 412
Author(s):  
Dian Nurani ◽  
Martha M. Kaseke ◽  
Arthur E. Mongan
Keyword(s):  
Data Analysis ◽  
Health Services ◽  
Wilcoxon Test ◽  
Questionnaire Data ◽  
Inclusion Criteria ◽  
Cross Sectional ◽  
Health Service Quality ◽  
Quality Of Health Services ◽  
Cross Sectional Design

Abstract: Covid-19 pandemic has an impact on health services in hospitals, especially in chemotherapy rooms. This study was aimed to analyze the quality of health services dimensions, as follows: reliability, responsiveness, assurance, empathy, and tangible. This was a quantitative study using a cross sectional design. Subjects were adult cancer patients who received chemotherapy services before and during the Covid-19 pandemic in 2020 at Delima chemotherapy room of Prof. Dr. R. D Kandou Hospital Manado and met the inclusion criteria of 30 people, using a five-dimensional health service quality questionnaire. Data analysis was performed univariately and bivariately using the statistical Wilcoxon test p<α (0.05). The results showed that the reliability average before the pandemic was 89.60% and during the pandemic was 88.27% (p=0.008); the responsiveness average before the pandemic was 84.27% and during the pandemic was  83.47% (p=0.000); the assurance average before the pandemic was 95.47% and during the pandemic was 95.73% (p=0.157); the empathy average before the pandemic was 92.53% and during the pandemic was 92.27% (p=0.157); the tangible average before the pandemic was 78.53% and during the pandemic was 84.40% (p=0.000). In conclusion, there were differences in service qualities of reliability, responsiveness, and tangible dimensions but there were no differences in service qualities of assurance and empathy dimensions before and during the Covid-19 pandemic to patients at Delima room of Prof. Dr. R. D. Kandou Hospital Manado.Keywords: Covid-19; chemotherapy; quality of service Abstrak: Pandemi Covid-19 memberi dampak terhadap pelayanan kesehatan di rumah sakit, terutama di ruang kemoterapi. Penelitian ini bertujuan untuk menganalisis mutu pelayanan kesehatan dimensi reliability, responsiveness, assurance, empathy, dan tangible. Jenis penelitian ialah kuantitatif dengan desain potong lintang. Subjek penelitian ialah pasien kanker dewasa yang mendapatkan pelayanan kemoterapi di ruang Delima RSUP Prof. Dr. R. D Kandou Manado sebelum dan pada masa pandemi Covid-19 tahun 2020 yang memenuhi kriteria inklusi sebanyak 30 orang. Penelitian ini menggunakan kusioner lima dimensi mutu pelayanan kesehatan. Analisis data dilakukan secara univariat dan bivariat dengan menggunakan uji statistik Wilcoxon p<α (0,05). Hasil penelitian mendapatkan dimensi mutu sebagai berikut: reliability, rerata sebelum pandemi (89,60%) dan masa pandemi (88,27%) (p=0,008); responsiveness, rerata sebelum pandemi (84,27%) dan masa pandemi (83,47%) (p=0,000); assurance, rerata sebelum pandemi (95,47%) dan masa pandemi (95,73%) (p=0,157); empathy, rerata sebelum pandemi (92,53%) dan masa pandemi (92,27%) (p=0,157); tangible, rerata sebelum pandemi (78,53%) dan masa pandemi (84,40%) (p=0,000). Simpulan penelitian ini ialah terdapat perbedaan mutu pelayanan dalam dimensi reliability, responsiveness, dan tangible namun tidak terdapat perbedaan mutu dalam dimensi assurance dan empathy antara sebelum dan pada masa pandemi Covid-19 terhadap pasien di ruang Delima RSUP Prof. Dr. R. D. Kandou Manado.Kata kunci: Covid-19; kemoterapi; mutu pelayanan kesehatan

scholarly journals The Kualitas Pelayanan Berhubungan Dengan Kepuasan Peserta Jkn Di Fasilitas Kesehatan Tingkat Pertama Provinsi Daerah Istimewa Yogyakarta

2019 ◽  
Vol 22 (3) ◽  
Author(s):  
Sri Sularsih Endartiwi ◽  
Pramukti Dian Setianingrum
Keyword(s):  
Health Insurance ◽  
Health Services ◽  
Random Sampling ◽  
Health Facilities ◽  
Cross Sectional ◽  
Participant Satisfaction ◽  
Primary Health ◽  
Quality Of Health Services ◽  
Primary Health Facilities

BPJS Health targets participant satisfaction to reach 95%, but until 2017 participant satisfaction reaches 85%. Participants who received service at the primary health facilities based on observations averaged 70%. Based on observations at the primary health facility can be seen that participant satisfaction is 70%. The objective was to evaluate the correlation between the quality services and participant satisfaction on the national health insurance at primary health facilities in the province of Yogyakarta. The type of research was quantitative descriptive with cross sectional design. The research location was primary health facilities that cooperate with BPJS Kesehatan in the Province of Yogyakarta. The study was conducted in July 2018. The number of samples in this study was 850 by proportional random sampling. Data analysis was using the Kendall Tau test. Results showed that the quality of health services both in terms of tangible, reliability, responsiveness, assurance and empathy were related to the satisfaction of BPJS Kesehatan participants in the primary health facilities. The results of bivariate analysis for each variable had a Sig. (2-tailed) 0,000 with a strong relationship. The quality of health services was related to the satisfaction of patients participating in the BPJS Kesehatan in the primary health facilities of the Province of Yogyakarta. Primary health facilities in order to maintain the quality of its health services so that patients participating in the National Health Insurance program remain satisfi ed with the services that have been provided. Abstrak BPJS Kesehatan menargetkan kepuasan peserta mencapai 95%, akan tetapi sampai tahun 2017 ini kepuasan peserta mencapai 85%. Peserta yang mendapatkan pelayanan di fasilitas kesehatan tingkat pertama berdasarkan hasil observasi di puskesmas, dokter keluarga dan klinik pratama rata-rata 70%. Berdasarkan hasil observasi di fasilitas kesehatan tingkat pertama (FKTP) yang bekerja sama dengan BPJS Kesehatan dapat diketahui bahwa kepuasan peserta sebesar 70%. Penelitian bertujuan untuk membuktikan bahwa kualitas pelayanan berhubungan dengan kepuasan peserta Jaminan Kesehatan Nasional (JKN) di Fasilitas Kesehatan Tingkat Pertama Di Provinsi Daerah Istimewa Yogyakarta. Jenis penelitian adalah deskriptif kuantitatif dengan rancangan cross sectional. Lokasi penelitian adalah FKTP yang bekerjasama dengan BPJS Kesehatan di Provinsi Daerah Istimewa Yogyakarta. Penelitian dilakukan pada bulan Juli 2018. Jumlah sampel dalam penelitian ini adalah 850 secara proportional random sampling. Analisis data dilakukan dengan menggunakan uji Kendall Tau. Kualitas pelayanan kesehatan baik dari sudut tangible, reliability, responsiveness, assurance maupun empathy berhubungan dengan kepuasan pasien peserta BPJS Kesehatan di FKTP Provinsi Daerah Istimewa Yogyakarta. Hasil analisis bivariat setiap variabel mempunyai nilai Sig. (2-tailed) 0,000 dengan hubungan yang kuat. Kualitas pelayanan kesehatan (tangible, reliability, responsiveness, assurance dan empathy) berhubungan dengan kepuasan pasien peserta BPJS Kesehatan di FKTP Provinsi Daerah Istimewa Yogyakarta. FKTP di Provinsi Daerah Istimewa Yogyakarta supaya tetap mempertahankan kualitas pelayanan kesehatannya sehingga pasien peserta program Jaminan Kesehatan Nasional (JKN) tetap merasa puas terhadap pelayanan yang sudah diberikan.

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