KEPUASAN PASIEN JAMINAN KESEHATAN NASIONAL PADA SISTEM PELAYANAN RUJUKAN TINGKAT LANJUT DI UNIT PENDAFTARAN RAWAT JALAN RUMAH SAKIT UMUM DAERAH SIMO BOYOLALI

Abstract

Abstrak

Tempat pendaftaran pasien merupakan pelayanan pertama sebagai pintu utama rumah sakit dan mempunyai peran penting dalam pelayanan kepada pasien. Pelaksanaan pelayanan kesehatan pada pasien jaminan kesehatan nasional (JKN) harus memperhatikan mutu pelayanan dan berorientasi pada keamanan pasien, efektivitas pelayanan, kesesuaian dengan kebutuhan pasien, dan efisiensi biaya. Rumah Sakit Umum Daerah Simo Boyolali menerima rujukan dari fasilitas kesehatan tingkat pertama, pada survei awal dijumpai beberapa keluhan pasien yaitu petugas yang kurang ramah, kurang informatif, dan antrian panjang.Tujuan dari penelitian ini adalah untuk mengetahuikepuasan pasien jaminan kesehatan nasional pada sistem pelayanan rujukan tingkat lanjut di unit pendaftaran rawat jalan. Penelitian ini menggunakan pendekatan kualitatif dengan rancangan studi deskriptif. Tehnik pengambilan sampel menggunakan purposive sampling dengan jumlah responden sebanyak 95 orang. Pengumpulan data dilakukan dengan teknik observasi dan wawancara mendalam. Hasil penelitian menunjukkan berdasarkan sistem nomor antrian 66,32% menjawab puas, aspek kebersihan dan kerapian ruang tunggu 40%, menjawab tidak puas, aspek keyamanan fasilitas 61.05% menjawab tidak puas, aspek kejelasan informasi 63,16% menjawab puas, aspek kecepatan pelayanan penadaftaran 63,16% menjawab puas, aspek respon petugas 81,05% menjawab puas, aspek keramahan petugas 50,53% menjawab puas, aspek pengalaman petugas rujukan 42,11% menjawab puas, aspek papan informasi 56,85% menjawab tidak puas, aspek kejelasan prosedur rujukan 53,69% menjawab tidak puas.Kesimpulan,pasien jaminan kesehatan nasional pada sistem pelayanan rujukan tingkat lanjut di unit pendaftaran rawat jalan rumah sakit umum daerah simo boyolali masih belum puas. Saran,sebaiknya kenyamanan faslilitas ruang tunggu ditingkatkan, sebaiknya dilakukan sosialisasi tentang  prosedur layanan pendaftaran rujukan agar pasien tidak bingung lagi.

Kata kunci:kepuasan pasien, sistem pelayanan rujukan, jaminan kesehatan nasional.

Registration is place patients first ministry as the main entrance of the hospital and have significant roles in the service to patients. The provision of the service on a patient health national health insurance should pay attention to the quality of service and oriented on the security of patients, the effectiveness of services, conformity to the needs of patients, and cost efficiency. Simo Boyolali Regional General Hospital received referrals from first-level health facilities, in the initial survey several patient complaints were found: officers who were less friendly, less informative, and long queues. The purpose of this study is to find satisfaction patients national health insurance on service system advanced reference in unit outpatient of registration regional general hospital Simo of Boyolali. This study adopted qualitative approaches with design descriptive study. The sampling technique uses purposive sampling with a number of respondents as many as 95 people. The data collection was done with observation techniques and in-depth interviews. The results showed based on the system of queuing number 66.32% answering satisfied, cleanliness and neatness aspects of waiting room 40% answering dissatisfied, key security aspects 61.05% answering dissatisfied, aspects of information clarity 63.16% answering satisfied, aspects of speed of service delivery 63.16% answered satisfied, officer response aspects 81.05% answered satisfied, aspects of officer hospitality 50.53% answered satisfied, aspects of experience of the referral officer 42.11% answered satisfied, aspects of the information board 56.85% answered dissatisfied, aspects clarity of the referral procedure 53.69% answered dissatisfied. Conclusion, national health insurance patients in the advanced referral service system in the outpatient registration unit at the simo boyolali regional hospital are still not satisfied. Suggestion, should the convenience of waiting room facilities be improved, it is better to do socialization about the procedure of referral registration services so that patients are not confused anymore.Keywords: patient satisfaction, referral service system,national health insurance.