Analisis Tingkat Kepuasan Pasien Rawat Jalan BPJS di Klinik Dr. M. Suherman Jember Tahun 2017
Abstract
The level of patient satisfaction is one of indicators to determine the quality of health services in health care facilities. Preliminary study showed that from 14 BPJS outpatients, 5 patients had a good satisfaction and 9 outpatients were less satisfactory. The low of satisfaction level indicated that the quality of health services in Clinic dr M Suherman, Jember was also low. The study aims to explore efforts to increase the quality of health services in Clinic dr M Suherman, Jember. The researchuseddescriptive method with quantitative analysis technique. The respondentswere100 BPJS patientswho used to get outpatient services in Clinic dr M Suherman, Jember. Each respondent was given an assesment to 5 dimension of service quality consisting of tangible, reliability, responsiveness, assurance and emphaty which will be analyzed with ServQual method and do Focus Group Discussion (FGD) to arrange improvements effort. The result showed a negative value gap (dissatisfaction) in each dimension of service quality. The strategic issues in the studyincludes: respondentsdissatisfaction of doctors’ punctuality and the efficiency of services at the pharmacy. Furthermore, the strategic issue becomes material to arrange the effort to increase services quality in Clinic dr M Suherman, Jember.
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Keywords— BPJS, Clinic, Level of satisfaction, Outpatients, ServQual
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