scholarly journals INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP PELAYANAN RAWAT JALAN PESERTA BPJS KESEHATAN DI PUSKESMAS YOGYAKARTA

2020 ◽  
pp. 105-112
Author(s):  
Sri Sularsih Endartiwi
Keyword(s):  
Health Services ◽  
Health Center ◽  
Waiting Time ◽  
Health Centers ◽  
Community Satisfaction ◽  
Outpatient Services ◽  
Waiting Room ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Quota Sampling

Puskesmas Kotagede I Kodya Yogyakarta dan Puskesmas Bambanglipuro Kabupaten Bantul merupakan pelayanan publik yang memberikan pelayanan kesehatan kepada masyarakat. Masyarakat yang memanfaatkan pelayanan kesehatan di kedua puskesmas tersebut masih memberikan keluhan terkait dengan pelayanan seperti antrean di pendaftaran yang lama, ruang tunggu yang kurang karena pada waktu pasien banyak maka menunggu antreannya harus berdiri. Lama waktu tunggu antara 15 sampai 30 menit. Waktu tunggu di pelayanan farmasi atau obat juga lama kurang lebih 30 menit bahkan bisa sampai 1 jam pada waktu pengunjungnya banyak. Penelitian bertujuan untuk menentukan Indeks Kepuasan Masyarakat (IKM) yang memanfaatkan pelayanan kesehatan di puskesmas Yogyakarta. Jenis penelitian adalah penelitian survei dengan menggunakan metode deskriptif kuantitatif dengan rancangan penelitian cross sectional. Populasi penelitian ini adalah seluruh pasien peserta BPJS Kesehatan yang memanfaatkan pelayanan rawat jalan di Puskesmas Kotagede I dan Bambanglipuro. Sampel diambil secara quota sampling sebanyak 100 peserta BPJS Kesehatan, dari Puskesmas Kotagede I sebanyak 50 orang dan dari Puskesmas Bambanglipuro Bantul sebanyak 50 orang. Penelitian dilaksanakan di Puskesmas Kotagede I dan Bambanglipuro Bantul pada November 2018. Data dianalisis menggunakan perhitungan Indeks Kepuasan Masyarakat  dan disajikan dalam bentuk tabel. Hasil nilai indeks kepuasan masyarakat sebesar 3,04732 dan setelah dikonversikan sebesar 76,183 menunjukkan bahwa mutu pelayanan di Pelayanan Rawat Jalan Peserta BPJS Kesehatan di Puskesmas Yogyakarta berada pada kategori “B” atau kinerja unit pelayanan “Baik”. Unsur pelayanan tertinggi adalah unsur keamanan pelayanan yaitu sebesar 3.12 dan yang terendah adalah unsur prosedur pelayanan senilai  2,94. Kesimpulan indeks kepuasan masyarakat terhadap mutu pelayanan kesehatan di puskesmas adalah Baik.   Kotagede I Health Center, Yogyakarta District, and Bambanglipuro Health Center, Bantul District are public services that provide health services to the surrounding community. People who use health services in both health centers still give some complaints related to the services they receive such as queues at longtime registration, lack of waiting room because when there are many patients waiting for the queue to stand up. In addition, the waiting time at the time of the examination is also approximately 15 to 30 minutes. The waiting time in pharmaceutical or drug services also takes approximately 30 minutes or even up to 1 hour when there are many visitors. This study’s objective is to determine the Community Satisfaction Index  that utilizes health services in Yogyakarta health centers. This type of research is survey research using quantitative descriptive methods with a cross-sectional research design. The population in this study were all patients participating who use outpatient services at the Kotagede I and Bambanglipuro Health Center. Samples were taken by quota sampling with a total of 100 patients, from the Kotagede I health center as many as 50 people and from the Bambanglipuro Health Center Bantul as many as 50 people. The study was conducted at the Kotagede I and Bambanglipuro Health Center in November 2018. Quantitative data were analyzed using the calculation of the Community Satisfaction Index and presented in tabular form. The results of the community satisfaction index of 3.04732 and after being converted were 76.183 indicating that the quality of service in the Outpatient Services at the Yogyakarta Public Health Center was in the "B" category or the "Good" service unit performance. The highest service element is obtained service security element that is equal to 3.12 and the lowest is service element worth 2.94.

scholarly journals Quality of Health Service Outpatient Unit UPT Puskesmas Ciputat Timur Tahun 2019

2021 ◽  
Vol 1 (1) ◽  
pp. 15-26
Author(s):  
Della Dwi Ayu ◽  
Fajar Ariyanti
Keyword(s):  
Health Services ◽  
Sampling Technique ◽  
Public Access ◽  
Survey Method ◽  
Community Satisfaction ◽  
Waiting Room ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Outpatient Health Services

One of the SDGs targets in achieving UHC is increasing access to quality essential health services. Puskesmas is the front line in providing essential health services in the community. However, several complaints were still found in the health services provided, which also decreased public access to the Puskesmas. This study aims to determine the quality of outpatient health services at the UPT Puskesmas Ciputat Timur in 2019. This research is an evaluation study using a descriptive-analytical survey method with a quantitative approach with a cross-sectional study design. The sample determination was based on the Probability Proportionate to Size sampling technique with a total sample of 341 samples according to the sample table from Krejcie and Morgan. Data were collected using a questionnaire with two methods of measuring service quality, namely Servqual and Community Satisfaction Index, and using univariate data analysis. The results of this study stated that outpatient satisfaction at the UPT Puskesmas Ciputat Timur was 2.16 (satisfactory) based on the servqual concept and 76.47 (good) based on the concept of community satisfaction index. This study concludes that the quality of outpatient health services at the UPT Puskesmas Ciputat Timur is good, although several items still need to be improved. Suggestions are needed to make information boards for patient registration requirements, increase discipline in-service time, make persuasive stickers or posters, add RM distribution officers, publish IKM results annually through the website and add waiting room seats for patients and their families.

scholarly journals PENGUKURAN INDEKS KEPUASAN MASYARAKAT (IKM) PELAYANAN KESEHATAN DI PUSKESMAS KABUPATEN HULU SUNGAI UTARA

2018 ◽  
Vol 6 (2) ◽  
pp. 189
Author(s):  
Dedie Fahamsyah
Keyword(s):  
Public Health ◽  
Customer Satisfaction ◽  
Health Center ◽  
Information Service ◽  
Health Centers ◽  
Community Satisfaction ◽  
Waiting Room ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Service Information

Background: To know people's judgment of the services provided by Hulu Sungai Utara public health center (puskesmas) to the public, there should be a measure of the level of people’s satisfaction with health services.Aims: The purpose of this study was to measure the peoples’s satisfaction based on Permenpan RB number 16 in 2014 and measure peoples’s satisfaction based on the Customer Satisfaction Index (CSIndex).Method: This study was observational. There were 13 health centers in Hulu Sungai Utara analyzed. The sample was 450 people who used health services in Hulu Sungai Utara public health centers.Results: The first analysis used the data by Permenpan RB No. 16 of 2014, and the second used the Customer Satisfaction Index (CSIndex). The results of this research based Permenpan number 16 of 2014 found all public health centers in Hulu Sungai Utara had a value of community satisfaction index in either category. By usingCSIndex, it was found that the entire public health centers had a high satisfaction.Conclusions: It can be concluded that the value of Community Satisfaction Index in all public health centres was rather satisfied. Some reconstruction for supporting facilities, such as clean toilet, comfortable and clean waiting room, service information, service flow, management improvement, and product marketing should be done.Keywords: CSIndeks, Community Satisfaction Index, Permenpan, Health Center

scholarly journals Analysis of the Quality of Health Center Services Based on Public Service Regulation by the Government

2020 ◽  
Vol 4 (6) ◽  
pp. 192-195
Author(s):  
Ambo Dalle ◽  
Sri Purwantono ◽  
Bahtiar Bahtiar
Keyword(s):  
Health Services ◽  
Health Center ◽  
Public Service ◽  
Health Centers ◽  
Quality Health ◽  
The Government ◽  
Quota Sampling ◽  
Center Service ◽  
Quality Health Services

Health centers are expected to provide quality health services that meet the needs of the customers. Health centers need to improve services in order to be able to compete, develop, and grow. This study describe the satisfaction of the customers for services provided by Kendal Health Center, Ngawi, Indonesia. The population of this study were community who utilized health services at the Kendal Health Center in 2016. The sample were selected using quota sampling. Each unit of service given a quota of 20 respondents, while auxiliary health center were quota of 10 respondents, because the customer visit at a auxiliary health center were lower. The variable was the satisfaction with services provided by health center. Data were collected by filling out questionnaires, then analyzed descriptively using spiderweb diagram. In general, the results of the study indicate that the quality of health center services was in the good category, and all service units had succeeded in exceeding the predetermined targets. Keywords: health center; service quality; public service

scholarly journals Hubungan Kualitas Pelayanan Rawat Inap Dengan Indeks Kepuasan Masyarakat Puskesmas Wonosari

2020 ◽  
Vol 8 (2) ◽  
pp. 16-23
Author(s):  
Lilik Mulyati
Keyword(s):  
Health Center ◽  
Service Providers ◽  
Community Health Center ◽  
Bivariate Analysis ◽  
P Value ◽  
Community Satisfaction ◽  
Cross Sectional ◽  
Spearman Rank ◽  
Satisfaction Index

Community satisfaction measurements are intended to determine the level of community satisfaction with the services provided and provide an opportunity for the community to assess the services that have been received.The design of this study is quantitative with a Cross-Sectional approach. The study was conducted by involving 59 respondents taken by accidental sampling. The study was conducted in April until May 2019 at Wonosari Health Center, Bondowoso Regency. The measuring instrument used was a questionnaire, then bivariate analysis was performed with Spearman Rank Analysis, with a significance of p = 0.05. The results of the Spearman Rank statistical test with significance levels p <0.05. Obtained p-value 0,000 which means There is a Relationship between the Quality of Inpatient Services and the Wonosari Community Health Center Community Satisfaction Index with a correlation coefficient of 0.714. The quality of inpatient care results in an index of community satisfaction when receiving health services provided. The quality of this service can ultimately provide several benefits, including the establishment of harmonious relationships between service providers and customers, providing a good basis for creating customer loyalty and building a favorable recommendation for these service providers.

scholarly journals Analysis of Outpatient Satisfaction and the Quality of Health Services

2020 ◽  
Vol 2 (1) ◽  
pp. 26-33
Author(s):  
Sumayyah Jamal H. M. Arifin ◽  
Muntasir . ◽  
Erny Erawati Pua Upa
Keyword(s):  
Health Services ◽  
Health Center ◽  
Health Department ◽  
Health Centers ◽  
Outpatient Services ◽  
Exclusion Criteria ◽  
Internal Factors ◽  
Quality Of Health Services ◽  
Descriptive Survey

Quality is an important factor in health services. Bakunase Health Center is one of the primary accredited health centers in Kupang City. Based on data from the Health Department, there has been a decrease in the number of visits over the last three years. This happens due to external factors and internal factors. The external factor is the increasing degree of public health, while the internal factor is the decrease in the patients’ commitment to treatment. The purpose of this study is to describe the level of outpatient satisfaction with the quality of health services at Bakunase Health Center of Kupang City in 2020. This was a descriptive survey with a quantitative approach. The population in this study was all patients who visited and used outpatient services at Bakunase Health Center in Kupang City from January to October 2019. Accidental sampling was used in selecting the samples from each outpatient sub-group in 7 polyclinics at Bakunase Health Center using inclusion and exclusion criteria. The results indicated that the level of conformity between expectations and reality of the services are as follows:  98.78% tangible, 98.66% reliable, 98.33% responsive, 98.79% assurance 98.74% empathy. Based on the Cartesian Importance Performance Analysis (IPA) diagram, quadrant A was filled by one attribute from the responsiveness dimension, quadrant B was filled by most attributes from the reliability dimension, quadrant C was filled by most attributes from the empathy dimension and quadrant D was filled by one attribute from the responsiveness dimension.

scholarly journals Calculating the Total Cost of Services at One Health Center Before and After Assignment (2014-2016)

2020 ◽  
Author(s):  
Alireza Jabbari ◽  
Yasamin Molavi Taleghani ◽  
Reza Khadivi ◽  
Marzieh Hadian
Keyword(s):  
Health Services ◽  
Private Sector ◽  
Health Center ◽  
School Health ◽  
One Health ◽  
Health Centers ◽  
Activity Based Costing ◽  
Cross Sectional ◽  
Total Cost ◽  
Before And After

Background and purpose: Accurate calculating and evaluating of cost of services would result in clarity on the ways to achieve the desired goals in outsourcing of health centers and health comprehensive centers. The present study was carried out to calculate the total cost of services at one health center before and after assignment to private sector (2014-2016) in Iran. Materials and methods: This research was a descriptive-applied type of study conducted by using cross-sectional method, and based on the data collected from Yazd Abad health center in 2014-2016 and its affiliated and non-affiliated bases. The collected data were analyzed by developed forms, interview, and observation, based on the activity-based costing system. Excel Software was then used to analyze the collected data. Results: The total number of services in nine sub-branches at the target health center was 783231 before assignment and 793589 after assignment. Sum of other costs was 446112820 Rials before assignment and 615112820 after assignment. The mean cost of a one-minute service at the Health Center was 90749 before assignment and 96295 after assignment. Among the nine branches, the highest cost service before and after assignment was related to school health branch and the lowest cost was related to oral health services branch. Discussion: Total cost of each service provided a clear picture of the way of spending the costs in the process of production and providing health services. The research findings suggest that the total cost of services increased after assignment, while this increase was not significant, since the increase in total cost of services might be due to an increase in wages or a non-significant increase in providing the services after assignment. Thus, more studies are needed to assess the effectiveness of comprehensive health centers after assignment to the private sector.

scholarly journals KUALITAS PELAYANAN RAWAT JALAN PUSKESMAS TANJUNG PALAS BERDASARKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

2019 ◽  
Vol 3 (2) ◽  
pp. 75
Author(s):  
Imam Muazansyah ◽  
Irsyad Sudirman
Keyword(s):  
Performance Analysis ◽  
Health Center ◽  
Community Health Center ◽  
Health Centers ◽  
Service Users ◽  
Analysis Method ◽  
Outpatient Services ◽  
Satisfaction Index ◽  
Convenience Sampling

This study was to analyze the quality of outpatient services at Tanjung Palas Community Health Center using the Importance Performance Analysis method. Population collection uses non probability sampling through convenience sampling. The questionnaire was distributed to 99 respondents who were samples of outpatients at the Tanjung Palas health center. The outpatient satisfaction index using the Importance Performance Analysis (IPA) obtained the results of research that service quality had a significant impact on patient satisfaction with service users with proven reality or performance of health centers that were far from patient expectations, patients were less satisfied with the services provided by the Center health, especially in attributes or quadrant I, namely cleanliness of the health center, completeness of medical devices, and reliability of health personnel both doctors and nurses.

scholarly journals Faktor - Faktor yang Mempengaruhi Komitmen Dokter di Puskesmas untuk Tidak Merujuk Kasus Non-Spesialistik Pasien BPJS di Kota Semarang

2019 ◽  
Vol 7 (2) ◽  
pp. 102-108
Author(s):  
Hendro Sucipto ◽  
Chriswardani Suryawati ◽  
Sutopo Patria Jati
Keyword(s):  
Health Services ◽  
Health Center ◽  
Health Facility ◽  
Research Design ◽  
Quantitative Research ◽  
Influence Factor ◽  
Health Centers ◽  
Health Costs ◽  
Cross Sectional ◽  
The City

Patients who should be able to be treated at the health center (puskesmas) but because of some matters referred to and handled in a hospital, it is a waste of health costs. Hence, BPJS will pay more according to INA CBG's tariff. 3       Advanced Health Facilities, in this case a hospital, is also object to having to deal with non-specialist cases, while the case can actually be completed at the first health facility. Handling non-specialist cases in hospitals leads to health services being less well targeted. The hospital will be very busy handling patients who are not supposed to, while patients who really need treatment in the hospital can be neglected. 2       This study aims to analyze factors which influence the commitment of doctors not to refer to non-specialist cases in health centers in the city of Semarang       The study was conducted with a cross sectional quantitative research design. The data were collected by calculating the total results of the questionnaire measurements on each variable with a Likert scale on 73 doctors in 37 health centers spread across the city of Semarang. The study was conducted during March to May 2018.       The results showed that the number of non-specialist cases of BPJS Health participant patients was still relatively high. This has to do with the commitment of doctors at the health center not to refer to non-specialist cases. The most influence factor to the commitment of doctors not to refer to non-specialist cases was the doctor's perception of the completeness of facilities and infrastructure and the doctor's perception of his competence

scholarly journals The Use of Information Technology to Short the Waiting Time for Examination of Road Care Patients at RSU Islam Klaten

2021 ◽  
Vol 04 (01) ◽  
Author(s):  
Owin Bambang Wijanarko ◽  
Keyword(s):  
Information Technology ◽  
Patient Satisfaction ◽  
Health Services ◽  
Waiting Time ◽  
Waiting Times ◽  
Value Added ◽  
Outpatient Services ◽  
Cross Sectional ◽  
Patient Waiting Time ◽  
Patient Waiting

Background: Outpatient services are a reflection of hospital services.As a form of health service facility that organizes health efforts, hospitals often experience difficulties in managing information for both internal and external needs. One form of application is through service systems by utilizing information technology through the use of computer-based on information systems.The Lean Hospital concept, which has been successfully implemented in several hospitals, is expected to eliminate waste and add value added activity which will ultimately increase patient satisfaction. Purpose: The purpose of this study was to calculate patient waiting time with the application of information technology in the outpatient polyclinic of RSU Islam Klaten. Research methods: This type of research uses a descriptive analytic method. This research meth-od used a cross sectional approach. The sample in this study amounted to 81 respondents with the sampling technique using purposive sampling. The analysis in research using the t-test. The re-search instruments used included literature studies, interviews and direct observation of medical record officers, nurses of polyclinic nurses, registration departments, and patients at RSU Islam Klaten. Result: There is a significant relationship between waiting time and patient satisfaction p = 0.001. Patients with long waiting times were more dissatisfied (60.0%), while fast waiting times were more very satisfied (73.9%). Conclusion: The success of health services is seen from the patient's waiting time and patient satisfaction. Waiting time is the time used by patients to get health services from the registration point to getting in the doctor's examination room. Overall information technology shortens patient waiting time in parts of registration-polyclinic and Pharmacy.

scholarly journals Gambaran Faktor Penyebab Rujukan Di Puskesmas Kota Depok

2019 ◽  
Vol 22 (3) ◽  
Author(s):  
Iin Nurlinawati ◽  
Rosita Rosita ◽  
Sefrina Werni
Keyword(s):  
Health Care ◽  
Primary Health Care ◽  
Health Services ◽  
Health Center ◽  
Health Workers ◽  
Health Centre ◽  
Health Centers ◽  
Cross Sectional ◽  
Medical Needs ◽  
Primary Health

Referral System for Individual Health Services states that health services are conducted in stages according to medical needs, starting from basic, second, and then third level health . The BPJS standard on the referral ratio limitation from health center to hospital is 15%. A total of 22 out of 32 health centers (69%) in Depok have referral ratios above 15%. This study was to identify factors infl uencing high referral ratios at health centers in Depok..This study was implemented from March to October 2017 by cross sectional design. The population was 32 health centers in Depok. Samples were health centers in Depok registered by BPJS as FKTP. There were 12 health centers, each 6 with high and low referrals. The sample of health workers were providers such as: doctors and dentist, heads of health centers and health offi ces. The results showed that the most referenced disease was a refraction disorder, unspecifi ed. Most primary health care with a high referral ratio (> 15%) did not have the required compulsory services at the primary health care, especially emergency and laboratory services (66.7%). The type of health personnel was less than that at Permenkes 75 of 2014 (83.3%). Facilities and infrastructure in health center were out of standards. Less drugs supplies also affected to referral. Suggestion: The government needs to provide more types of services, numbers of health workers and infrastructure in order to support the capacity of the health centre as well as better services . Abstrak Sistem Rujukan Pelayanan Kesehatan Perorangan menyebutkan bahwa pelayanan kesehatan dilaksanakan secara berjenjang sesuai kebutuhan medis, dimulai dari pelayanan dasar ke pelayanan kesehatan tingkat kedua berlanjut ke tingkat ketiga. Standar BPJS mengenai batasan rasio rujukan puskesmas ke pelayanan kesehatan tingkat lanjut maksimal 15%. Sebanyak 22 puskesmas (69%) dari 32 puskesmas di Kota Depok yang memiliki rasio rujukan diatas 15%. Penelitian ini bertujuan untuk memberikan gambaran faktor yang mempengaruhi rasio rujukan tinggi di puskesmas Kota Depok. Penelitian dilaksanakan pada bulan Maret sampai Oktober 2017. Metode yang digunakan adalah cross sectional (potong lintang). Populasi penelitian sebanyak 32 puskesmas di Kota Depok. Sampel yang diambil adalah puskesmas Kota Depok yang telah terdaftar pada BPJS sebagai FKTP sebanyak 12 puskesmas, 6 puskesmas dengan rujukan tinggi dan 6 puskesmas dengan rujukan rendah. Sampel tenaga kesehatan yang diwawancara meliputi pemberi pelayanan (dokter dan dokter gigi), kepala puskesmas dan Kepala Bidang Yankes Dinas Kesehatan. Hasil penelitian menunjukkan bahwa penyakit yang paling banyak dirujuk adalah disorder of refraction, unspecifi ed (kelainan refraksi mata). Sebagian besar puskesmas dengan rasio rujukannya tinggi (>15%) tidak memiliki kelengkapan pelayanan yang wajib ada di puskesmas terutama pelayanan gawat darurat dan laboratorium (66,7%). Jenis tenaga kesehatan kurang dari jumlah yang ada berdasarkan Permenkes 75 tahun 2014 (83,3%). Sarana dan prasarana belum sesuai dengan standar yang harus ada di puskesmas. Obat-obatan yang tidak tersedia di puskesmas menjadi salah satu alasan melakukan rujukan. Saran: Pemerintah harus selalu berupaya melengkapi jenis pelayanan, tenaga kesehatan dan sarana prasarana di puskesmas, agar kemampuan puskesmas dalam memberikan pelayanan menjadi lebih baik lagi.  

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