Abstrak
Permenkes 71 tahun 2013 tentang Pelayanan Kesehatan pada Jaminan Kesehatan Nasional menyebutkan bahwa penyelenggara pelayanan kesehatan meliputi semua fasilitas kesehatan yang bekerja sama dengan BPJS Kesehatan berupa fasilitas kesehatan tingkat pertama dan rujukan tingkat lanjutan. Minat masyarakat untuk memanfaatkan penyelenggara pelayanan kesehatan dengan JKN akan dipengaruhi beberapa faktor diantaranya persepsi pasien akan mutu pelayanan kesehatan, baik pada pelayanan kesehatan tingkat pertama ataupun pada fasilitas kesehatan rujukan. Penelitian ini bertujuan untuk mengetahui persepsi pasien rawat jalan peserta JKN terhadap penyelenggara pelayanan kesehatan rujukan di Puskesmas X Kota Depok. Penelitian bersifat deskriptif dengan pendekatan kualitatif yang dilaksanakan di Puskesmas X Kota Depok, pada bulan Agustus 2017. Informan dikumpulkan di Puskesmas, kemudian dilakukan focus group discussion (FGD). Data yang dikumpulkan meliputi karakteristik informan, persepsi masyarakat terhadap pelayanan kesehatan di Puskesmas dan rumah sakit yang menjadi rujukan Puskesmas X. Pemilihan informan adalah pasien yang pernah berobat di Puskesmas X dan melakukan rujukan ke rumah sakit dalam kurun waktu satu tahun terakhir. Hasil penelitian menunjukkan bahwa persepsi masyarakat terhadap pelayanan kesehatan di Puskesmas X cukup baik, informasi alur rujukan disampaikan secara jelas. Permohonan rujukan di Puskesmas menurut informan lebih nyaman karena proses rujukan mudah dan pasien mendapatkan rujukan langsung untuk beberapa kali kunjungan ke rumah sakit sehingga tidak harus sering kembali ke Puskesmas. Namun persepsi masyarakat terhadap pelaksanaan pelayanan kesehatan pada rumah sakit rujukan kurang baik karena pelayanan yang diberikan masih jauh dari harapan masyarakat.
Kata kunci: Persepsi, Pelayanan kesehatan, Puskesmas, Rujukan
Abstract
Permenkes 71 of 2013 on Health Services on National Health Insurance states that the providers of health services include all Health Facility in cooperation with BPJS Health in the form of first rate health facilities and advanced level referral. Public interest to utilize health service providers with JKN will be influenced by several factors such as the patient’s perception on the quality of health service, either at first level health service or at referral health facility. To determine the outpatient JKN member’s perception to referal health services at X Public Health Center Depok. The research was descriptive with qualitative approach which was carried out at X Public Health Center Depok, in August 2017. Informants were collected at Puskesmas, then conducted focus group discussion (FGD). The data collected include the characteristics of informants, public perceptions of health services at health centers and hospitals that became the reference of X Community Health Center. Selection of informants were patients who had been treated at X Health Center and made referral to the hospital within the last one year. The results showed that public perception of health service at X Public Health Center was good enough, the referral flow information was presented clearly. Referral application at Puskesmas according to informant is more convenient because the referral process is easy and the patient get direct referral for several visit to hospital so that they do not have to return to Puskesmas often. However, the public perception on the implementation of health service at referral hospital is not good because the service given is still far from the expectation of society.
Keywords : Perception, Health Care, Primary Health Care, Referral
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