Pelayanan Publik Baru Bagi Pemilik Kartu Badan Penyelenggara Jaminan Sosial (BPJS) Di Rumah Sakit Umum Daerah (RSUD) Arifin Achmad Provinsi Riau

Nasution, Rini Haryati (2020) Pelayanan Publik Baru Bagi Pemilik Kartu Badan Penyelenggara Jaminan Sosial (BPJS) Di Rumah Sakit Umum Daerah (RSUD) Arifin Achmad Provinsi Riau. Other thesis, Universitas Islam Riau.

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Abstract

Arifin Achmad Hospital, Riau Province, as one of the hospitals that provides health services to patients who use Social Security Administering Bodies (BPJS) cards. This study aims to analyze new public services for Social Security Administering Bodies (BPJS) Cardholders at the Regional General Hospital (RSUD) Arifin Achmad. The theory of New Public Service according to Denhard is the success in applying the concept of standards and quality of public services which at least require dimensions that are able to consider reality. There are ten dimensions to measure the success of new public services, namely: Tangable, Reability, Responsivevess, Competence, Courtessy, Credibility, Security, Access, Communication, Understanding Customer. This research is descriptive qualitative. The informants of this study were 10 (ten) people. The data analysis technique used triangulation techniques. In general, the results of the research are based on the indicators of the New Public Service that, services at Arifin Achmad Hospital have characterized quality public services. Quality services in inpatient, outpatient, emergency installation, dispensary services and administrative and financial services at Arifin Achmad Hospital are shown through good physical appearance, appropriate service, responsive behavior to patient needs, certainty of time and costs , and the doctors, nurses and staff of RSUD Arifin Achmad have a pretty good sense of empathy for patients. Inhibiting factors for new public services in the management of Social Security Administering Bodies (BPJS) Cards at the Regional General Hospital (RSUD) Arifin Achmad, Riau Province, including Internal Factors related to providing services for BPJS participant patients, namely hospital medical facilities, additional medical facilities need to be done. ; External factors (from outside), namely the lack of public knowledge about the service procedures for BPJS Health card users. It is best if there is a BPJS Kesehatan party that is placed at the Regional General Hospital (RSUD) Arifin Achmad so that the public knows clearly the procedures for the service for BPJS Kesehatan card users. .

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