Perpustakaan Terpadu

ABSTRAK Peserta JKN yang sudah pernah berkunjung ke RSUD Dr. Soedomo mengatakan bahwa permasalahan yang sering dikeluhkan oleh peserta adalah antrian panjang yang membuat peserta harus menunggu lama, pelayanan petugas kurang ramah. Tujuan penelitian ini untuk mengetahui kepuasan peserta JKN terhadap pelayanan kesehatan di RSUD Dr. Soedomo. Penelitian ini diharapkan memberikan masukan untuk RSUD Dr. Soedomo menjadi lebih baik dan bermutu terhadap kepuasan pasien.Penelitian ini merupakan penelitian deskriptif dengan pendekatan kualitatif. Dalam penelitian ini penulis menggunakan teknik purposive sampling adalah pengambilan sampel sumber data dengan kriteria tertentu. Fokus studi pada penelitian ini adalah untuk mengetahui gambaran kepuasan peserta JKN terhadap pelayanan kesehatan di RSUD Dr. Soedomo berdasarkan dimensi Tangible (bukti fisik), Reliability (keandalan), Responsiveness (daya tanggap), Assurance (jaminan) dan Empathy (empati). Penurunan pemanfaatan terhadap pelayanan kesehatan, disebabkan oleh akses pelayanan kesehatan meningkat namun mutunya masih rendah atau kurangnya efisiensi dan efektifitas provider dalam memberikan jasa pelayanan terhadap masyarakat. Permasalahan tersebut dapat diketahui dengan banyaknya terdengar keluhan masyarakat tentang mutu pelayanan kesehatan mulai dari sikap petugas atau cara mereka dilayani, mutu perawatan dan pengobatan yang rendah, dan jam kerja yang singkat. Berdasarkan uraian dan hasil penelitian yang telah peneliti lakukan di RSUD Dr. Soedomo mengenai kepuasan peserta JKN terhadap pelayanan kesehatan, dapat disimpulkan bahwa peserta JKN merasa puas di dimensi bukti fisik (tangible) dan empati (empathy) sedangkan di dimensi daya tanggap (responsiveness), kehandalan (reliability) dan jaminan (assurance) peserta merasa kurang puas. Kata Kunci: Rumah Sakit, Pelayanan Rumah Sakit, Kepuasan Pasien

ABSTRACT JKN participants who have visited Dr. Soedomo said that the problems that participants often complained about were the long queues that made the participants have to wait a long time, and the staff's service was not very friendly. The aim of this research was to determine the satisfaction of JKN participants with health services at RSUD Dr. Soedomo. This research is expected to provide input for RSUD Dr. Soedomo has become better and has higher quality in terms of patient satisfaction. This research is a descriptive study with a qualitative approach. In this research the author used a purposive sampling technique, namely sampling data sources using certain criteria. The focus of the study in this research was to describe the satisfaction of JKN participants with health services at RSUD Dr. Soedomo based on Tangible dimensions (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee) and Empathy (empathy). The decrease in utilization of health services was caused by increased access to health services but the quality was still low or the lack of efficiency and effectiveness of providers in providing services to the community. This problem can be identified by the many public complaints about the quality of health services, starting from the attitude of the staff or the way they are served, the low quality of care and treatment, and short working hours. Based on the description and results of research that researchers have carried out at RSUD Dr. Soedomo regarding the satisfaction of JKN participants with health services, it can be concluded that JKN participants feel satisfied in the dimensions of tangibles and empathy while in the dimensions of responsiveness, reliability and assurance the participants feel less satisfie Keywords: Hospitals, Hospital Services, Patient Satisfaction