Analisis Kualitas Pelayanan Kesehatan Pengguna Badan Penyelenggara Jaminan Sosial Di Puskesmas Siak Kabupaten Siak

Raendrapura, Yhogi (2021) Analisis Kualitas Pelayanan Kesehatan Pengguna Badan Penyelenggara Jaminan Sosial Di Puskesmas Siak Kabupaten Siak. Other thesis, Universitas Islam Riau.

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Abstract

One form of government efforts to improve the degree of public health is the BPJS (Social Security Administering Body) which aims to provide assurance of social protection and welfare for all people, BPJS participants first ask for referrals to first-level facilities (Faskes I), including the Puskesmas. However, in fact there are still quite a lot of people who complain about the slow service provided by the Siak Community Health Center in Siak Regency, especially to the BPJS user community, from these conditions the author wants to see the quality of health services for users of social security administering bodies. From the above problems, the authors can formulate the formulation of the problem in this study, namely how the quality of health services for users of social security administering bodies at Siak Health Center, Siak Regency. The purpose of this research is to know and explain BPJS User Health Services at the Siak Health Center and to find out what obstacles are causing the BPJS User Health Services at the Siak Health Center. This type of research is descriptive qualitative with data collection techniques carried out through interviews and documentation. The key informants are the head of the puskesmas and the informants in the study are the Puskesmas personnel and BPJS user patients. The indicators that measure the quality of services at the Siak Public Health Center, the writer uses the theory of Zeithml, where there are five dimensions of service quality, namely: 1) Tanggibles, physical facilities. 2) Reliability, Reliability, 3) Responsiveness, Responsiveness, 4) Assurance, Assurance, 5) Emphaty, Empathy. The results of this research show that the Siak Health Center has been running according to the applicable standard operating procedures, but there are still some things that need to be improved in order to create services that are in line with patient expectations, such as the lack of doctors in the dental clinic and inadequate medical equipment in the laboratory, and must adapt to the development of science and technology The author's suggestion is that Siak Health Center should try to provide services that are in accordance with the SOP and in providing services, you should give a friendly smile and greeting.

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