KUALITAS PELAYANAN PUBLIK PASIEN BADAN PENYELENGGARA JAMINAN SOSIAL KESEHATAN DI PUSKESMAS KEPADANGAN KABUPATEN SIDOARJO

Abstract

Public services are important for government to get welfare of the community.Welfare can be achieved through quality health services. Government guarantees public health through the establishment of BPJS Health with National Health Insurance program. But in its implementation, there are many problems with BPJS patient services such as service queues, length of time to take action patients, and length of time waiting for services. Therefore, deeper research is needed regarding the service quality especially for BPJS Health patients. With this research, it can describe sevice quality for BPJS patients at Kepadangan Public Health Center. This research is descriptive with qualitative approach. Focus in this study is quality of BPJS patient at Kepadangan Public Health Center, Sidoarjo District. Researchers analyze used theory of Ida Hadiyati et al (2017) regarding service quality based on JKN patients expectations which consists of 11 aspects. The results of this study indicate that quality service for BPJS Health patients at the Kepadangan Public Health Center is quite good and satisfactory. Aspects that support service quality are medical services, security, access, information disclosure, balance, costs, and quality between departments. While the aspects that still need to be improved are infrastructure aspect especially adding rooms, employee aspect especially addition of officers in medical records, administrative service aspect especially clarity of service waiting times, and trust aspect especially patient comfort with certainty of service time. Suggestions that can give to Kepadangan Public Health Center are adding rooms, adding employees, adhering service time standards and conveying time to patients.