Analisis Tingkat Kepuasan Pasien BPJS Unit Rawat Inap dengan Metode IPA di Rumah Sakit Baladhika Husada Jember Tahun 2019
DOI:
https://doi.org/10.25047/j-remi.v1i3.2092Abstract
Inpatient services at Baladhika Husada Hospital in Jember still have problem to provide satisfaction to patientssuch as nurses not responsive and less friendly, room cleanliness is not maintained, electricity is oftenextinguished and air conditioners are not lit, toilet cleanliness is not maintained, the room is cramped andtemperature over the standard, inpatient BPJS registration process are complicated and parking space can’taccommodate. The purpose of this study was to determine the level of patient satisfaction of inpatient BPJSunits by the IPA method. Type of the research is quantitative research with descriptive techniques analysis.The IPA analysis method to measure the level of performance and importance based on quality, delivery,security, and morals by identifying the value of the gap and depicted in the Cartesian diagram. The level ofstatisfaction of inpatients based on the IPA method is known that the results of the analysis of the cartesiandiagra m illustrating four quadrans that top priority, maintained, low priority, and considered excessive. Theresults of the gap value based on quality, conductor, security, and morals are <1, but based on security thereis one attribute that has a gap >1. The main improvement efforts for brainstorming results are monitoring theperformance of cleaning services and conducting public speaking training for officers to improvecommunication
References
Deharja, A., Nuraini, N. and Wijayanti, R. A. (2017) ‘Analisis Tingkat Kepuasan Pasien Rawat Jalan BPJS di Klinik Dr . M . Suherman Jember Tahun 2017’, Seminar Nasional Hasil Penelitian 2017, ISBN : 978-602-14917-5, pp. 201–205. Retrieved from : https://publikasi.polije.ac.id /index.php/prosiding/article/download/785/542.
Deharja, A., Putri, F. and Ikawangi, L. O. N. (2017) ‘Analisis Kepuasan Pasien Bpjs Rawat Jalan Dengan Metode Servqual, CSI dan IPA di Klinik Dr. M. Suherman’, 5(2), pp. 106–115. Retrieved from : https://jurkes.polije.ac.id/index.php/journal/article/view/25.
Depkes (2008) Keputusan Menteri Kesehatan Republik Indonesia Tentang Standar Pelayanan Minimal Rumah Sakit.
Hidayat, A. 2010. Metode Penelitian Kesehatan Paradigma Kuantitatif. Cetakan Ke 1. Surabaya: Health Books Publishing.
Hikmah, F., Farlinda, S. and Puspitasari, R. (2014) ‘KEPUASAN PASIEN JAMSOSKES TERHADAP PELAYANAN KESEHATAN DI INSTALANSI RAWAT INAP RUMAH SAKIT JEMBER KLINIK DENGAN METODE SERVQUAL DAN IPA’, Jurnal Ilmiah Inovasi, 14(1), pp. 1–9. Retrieved from : https://publikasi.polije.ac.id/ index.php/jii/ article /view/ 81/83 .
Larasati, N. (2016) ‘KUALITAS PELAYANAN PROGRAM JAMINAN KESEHATAN NASIONAL DALAM RANGKA MENJAMIN PERLINDUNGAN KESEHATAN BAGI PESERTA BPJS DI RSUD DR . M . SOEWANDHIE KOTA SURABAYA Nikken Larasati Mahasiswa Program Studi Ilmu Administrasi Negara , FISIP , Universitas Airlangga’, Kebijakan dan Manajemen Publik ISSN 2303 - 341X, 4(2), pp. 81–93. Retrieved from : http://journal.unair.ac.id/download-fullpapers-kmp6dfd 05a 323full.pdf.
Novandari, W., Setyawati, S. M. and Wulandari, S. Z. (2011) ‘Analisis kinerja produk ukm batik banyumas dengan menggunakan metode importance performance analysis (ipa) dan potential gain of customer value’s (pgcv) index’, 18(2), pp. 104–113. Retrieved from: https:// media.neliti. com/media/publications/24183-ID-analisis-kinerja produk -ukm-batik-banyumas-dengan-menggunakan-metode-importance.pdf.
Novaryatiin, S., Ardhany, S. D. and Aliyah, S. (2018) ‘TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI RSUD Dr . MURJANI SAMPIT The Level of Patient Satisfaction to Pharmaceutical Service in Dr . Murjani Hospital Sampit’, 1(1), pp. 22–26. Retrieved from : https://media.neliti.com/media/publications/258508-tingkat-kepuasan pasien terhadap-pelayan-13b3250d.pdf.
Sugiyono. 2006. Statistika untuk Penelitian. Cetakan ke 9. Bandung: Alfabeta IKAPI (Anggota Ikatan Penerbit Indonesia) Cabang Jawa Barat.
Suryawati, C., Shaluhiyah, Z. and Dharmianto (2006) ‘PENYUSUNAN INDIKATOR KEPUASAN PASIEN RAWAT INAP RUMAH SAKIT DI PROVINSI JAWA TENGAH’, 09(04), pp. 177–184. Retrieved from: https://journal.ugm.ac. id/jmpk/article/viewFile/2913/2633 .
Utama, P. Y., Apriatni, E. P. and Listyorini, S. (2013) ‘RUMAH SAKIT ISLAM SULTAN AGUNG SEMARANG Abstraksi Pendahuluan Saat ini perkembangan sektor jasa semakin meningkat , kontribusi sektor jasa bagi pertumbuhan ekonomi menghadapi persaingan dengan kompetitor . Kajian Teori Pemasaran Jasa Industri jasa pada sa’, pp. 1–9. Retrieved from http://ejournal-s1.undip.ac.id/index.php/ .
Wahyuni, T., Yanis, A. and Erly (2013) ‘Artikel Penelitian Hubungan Komunikasi Dokter – Pasien Terhadap Kepuasan Pasien Berobat Di Poliklinik RSUP DR. M. Djamil Padang’, 2(3), pp. 175–177. Retrieved from : http://jurnal.fk.unand.ac.id/ index.php/jka/article/view/165/160.
Wijono, D. 2000. Manajemen Mutu Pelayanan Kesehatan. Cetakan ke 2. Surabaya: Airlangga University Press.
Yola, M. and Budianto, D. (2013) ‘PELAYANAN DAN HARGA PRODUK PADA SUPERMARKET DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS ( IPA )’, pp. 301–309. Retrieved from http://industri.ft.unand. ac.id/Pdf/josifiles/ vol_12_no_ 12_ april_ 2013.pdf.
