CD Tesis

Kualitas Pelayanan Kesehatan Kepada Peserta Bpjs Kesehatan Kelas II Yang Berada Di Ruangan Mawar Rumah Sakit Umum Daerah Arifin Achmad Provinsi Riau

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Health is one of the needs of every human being, not only for individuals, but also for families. One of the activities that many consumers or patients face in public public hospitals is administrative services, namely in the management of administrative files, for example managing medical cards, inpatient registration, and file management. Another phenomenon that has occurred recently is that the government has increased the BPJS Health premium based on article 34 of the Presidential Decree No. 64 of 2020. The increase in BPJS health fees is a question for the public, especially Class II BPJS Health services, which in percentage have experienced a very significant increase of 96, 07%, the amount paid by the community is a question according to the quality of service that the community receives. In the study, BPJS Kesehatan class II patients who dominate in the rose room or all patients are class II BPJS Kesehatan users.
This study aims to determine the quality of service to patients and to determine the inhibiting factors in providing service quality to patients using BPJS Kesehatan Class II who are in the Mawar Room of the Arifin Achmad Regional General Hospital, Riau Province. The method used in this research is mixed methods. This research was conducted at the Riau Provincial Government General Hospital. Determination of respondents in the study using the census method where the number of respondents based on data obtained from the hospital, there were 61 research respondents. The research informants were the medical data processing coordinator staff, as well as the staff who carried out patient registration for the Arifin Achmad Regional General Hospital, Riau Province.
The results showed that it can be concluded that the quality of BPJS Kesehatan services at the Regional General Hospital of Arifin Achmad, Riau Province, has been running very well, but there are still some things that need to be improved in order to create services that are in line with patient expectations. In the five dimensions used in the research, the dimensions of reliability, the dimension of responsiveness, the dimension of assurance, the dimension of empathy and the dimension of direct evidence, concluded that only a few patients complained from hospital staff, there were still many patients who believed in the services provided by hospital staff. Factors that hinder health services for the Arifin Achmad Regional General Hospital in Riau Province include system factors, procedures and regulations as well as facilities and infrastructure factors.
Keywords: service quality, health BPJS, inpatients.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 02. 220 (0028)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Ilmu Administrasi., 2020

Deskripsi Fisik

xii, 125 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 02. 220 (0028)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU ADMINISTRASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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