ANALISIS PELAKSANAAN PENANGANAN KELUHAN PELANGGAN DAN PELAYANAN INFORMASI DI BPJS KESEHATAN KANTOR CABANG SEMARANG

Diah Eka Novitasari; Septo Pawelas Arso; Eka Yunila Fatmasari

doi:10.14710/jkm.v6i5.21975

DOI: https://doi.org/10.14710/jkm.v6i5.21975

ANALISIS PELAKSANAAN PENANGANAN KELUHAN PELANGGAN DAN PELAYANAN INFORMASI DI BPJS KESEHATAN KANTOR CABANG SEMARANG

*Diah Eka Novitasari - , Indonesia

Septo Pawelas Arso - , Indonesia

Eka Yunila Fatmasari - , Indonesia

Published: 1 Oct 2018.

BibTex Citation Data :

@article{JKM21975,
    author = {Diah Novitasari and Septo Arso and Eka Fatmasari},
    title = {ANALISIS PELAKSANAAN PENANGANAN KELUHAN PELANGGAN DAN PELAYANAN INFORMASI DI BPJS KESEHATAN KANTOR CABANG SEMARANG},
    journal = {Jurnal Kesehatan Masyarakat},
  volume = {6},
    number = {5},
    year = {2018},
    keywords = {BPJS Kesehatan, complaints handling, information services},
    abstract = {  BPJS Kesehatan has a target in 2019 that is to cover all indonesians, there are some problems with increasing health services, one of them is an increase in complaints in BPJS Kesehatan branch office Semarang. The objective of this study is to analyze the implementation of customer complaints handling and information services in BPJS Kesehatan branch office Semarang. The type of research is qualitative research with descriptive approach through observational method and a survey was conducted for participants as an output amplifier for the implementation of customer complaint handling. Key informants included front liner staff, participant complaint handling staff, front liner supervisors and triangulation informants including Head of KPP, Head of USDMKP, 5 Participants, and research respondents totaling 85 participants. The results showed on certain days participant complaint handling staff serving the participants exceed the workload (1:30), training from the center only followed by jobholders, counters 11 and 12 are still in the grievance room while laying service counters had to be parallel to other counters, promoting mobile JKN still not optimal, participant complaint handling staff sometimes forget to ask participants to fill out of CSTI (Customer Satisfaction Index). Output of the implementation of customer complaints handling in BPJS Kesehatan branch office Semarang has been objective, responsive, coordinative, effective and efficient, accountable and transparent in accordance with the results of a survey conducted to participants. The suggestion is adding participant complaint handling staff in the office for certain days, optimization of Mobile JKN Ambassador, making warning alarm set during customer complaints handling services and posting information at the door of the complaint room regarding the obligation to bring supporting evidence to participants.       },
   issn = {2356-3346},   pages = {39--51}  doi = {10.14710/jkm.v6i5.21975},
    url = {https://ejournal3.undip.ac.id/index.php/jkm/article/view/21975}
}

Citation Format:

Abstract

BPJS Kesehatan has a target in 2019 that is to cover all indonesians, there are some problems with increasing health services, one of them is an increase in complaints in BPJS Kesehatan branch office Semarang. The objective of this study is to analyze the implementation of customer complaints handling and information services in BPJS Kesehatan branch office Semarang. The type of research is qualitative research with descriptive approach through observational method and a survey was conducted for participants as an output amplifier for the implementation of customer complaint handling. Key informants included front liner staff, participant complaint handling staff, front liner supervisors and triangulation informants including Head of KPP, Head of USDMKP, 5 Participants, and research respondents totaling 85 participants. The results showed on certain days participant complaint handling staff serving the participants exceed the workload (1:30), training from the center only followed by jobholders, counters 11 and 12 are still in the grievance room while laying service counters had to be parallel to other counters, promoting mobile JKN still not optimal, participant complaint handling staff sometimes forget to ask participants to fill out of CSTI (Customer Satisfaction Index). Output of the implementation of customer complaints handling in BPJS Kesehatan branch office Semarang has been objective, responsive, coordinative, effective and efficient, accountable and transparent in accordance with the results of a survey conducted to participants. The suggestion is adding participant complaint handling staff in the office for certain days, optimization of Mobile JKN Ambassador, making warning alarm set during customer complaints handling services and posting information at the door of the complaint room regarding the obligation to bring supporting evidence to participants.

Fulltext View|Download

Keywords: BPJS Kesehatan, complaints handling, information services

Article Metrics:

Article Info

Section: Administrasi dan Kebijakan Kesehatan

In Vol 6, No 5 (2018): SEPTEMBER

Recent articles

HUBUNGAN VARIABEL ORGANISASI DAN PSIKOLOGIS DENGAN KINERJA PEGAWAI PUSKESMAS BENDAN KOTA PEKALONGAN DALAM ERA JAMINAN KESEHATAN NASIONAL ANALISIS PELAKSANAAN PENDAMPINGAN AKREDITASI PUSKESMAS PADA KELOMPOK KERJA ADMINISTRASI DAN MANAJEMEN DI KABUPATEN PEMALANG FAKTOR-FAKTOR YANG HUBUNGAN DENGAN GANGGUAN MENSTRUASI PADA COMMUTER (PENGLAJU) Studi Kasus di Kecamatan Karangawen Kabupaten Demak Tahun 2018 HUBUNGAN BEBERAPA FAKTOR SUAMI DENGAN PENGGUNAAN ALAT KONTRASEPSI VASEKTOMI DI KECAMATAN GUNUNGPATI KOTA SEMARANG TAHUN 2015 HUBUNGAN FAKTOR HOST, FAKTOR LINGKUNGAN, DAN STATUS GIZI DENGAN KEJADIAN DEMAM BERDARAH DENGUE DI WILAYAH KERJA PUSKESMAS KAYEN KABUPATEN PATI HUBUNGAN ANTARA KEBIASAAN OLAHRAGA DENGAN KADAR GULA DARAH PENDERITA DIABETES MELLITUS TIPE 2 (Studi di Puskesmas Rowosari Kota Semarang Tahun 2018) PENGARUH EDUKASI GIZI TERHADAP PENGETAHUAN DAN PRAKTIK CALON IBU DALAM PENCEGAHAN KURANG ENERGI KRONIK IBU HAMIL (Studi pada Pengantin Baru Wanita di Wilayah Kerja Puskesmas Duren, Bandungan, Semarang) HUBUNGAN ASUPAN ZAT GIZI DAN PENGUKURAN ANTROPOMETRI DENGAN KEBUGARAN JASMANI MAHASISWI PEMINATAN GIZI 2018 FKM UNDIP FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN KESIAPSIAGAAN PETUGAS DALAM MENGHADAPI BAHAYA KEBAKARAN (Studi pada Instalasi Pemeliharaan Sarana Rumah Sakit di Rumah Sakit Umum Daerah Kota Salatiga) FAKTOR-FAKTORoYANG BERHUBUNGAN DENGAN KEJADIANoKECELAKAAN KERJAoPADAoKARYAWAN NON MEDIS DI INSTALASIoGIZI RSoX DI PURWODADI FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN PRAKTIK ORANG TUA DALAM MENGHADAPI PERILAKU SEKSUAL PADA REMAJA TUNAGRAHITA RINGAN DI SLB KOTA SEMARANG FAKTOR FAKTOR YANG BERHUBUNGAN DENGAN KEPATUHAN PASIEN HIPERTENSI DALAM MELAKUKAN TERAPI DI PUSKESMAS PANDANARAN KOTA SEMARANG More recent articles

Last update:

No citation recorded.

Last update:

No citation recorded.

The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Jurnal Kesehatan Masyarakat (JKM, p-ISSN: 2715-5617, e-ISSN:2356-3346) and Faculty of Public Health, Diponegoro University as the publisher of the journal. Copyright encompasses the rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms, and any other similar reproductions, as well as translations.

JKM journal and Faculty of Public Health, Diponegoro University, the Editors and the Advisory Editorial Board make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the JKM journal are the sole and exclusive responsibility of their respective authors and advertisers.

The Copyright Transfer Form can be downloaded here: [Copyright Transfer Form JKM journal]
The copyright form should be signed originally and send to the Editorial Office in the form of original mail or scanned document to jkm@live.undip.ac.id.