ANALISIS PERBEDAAN PERSEPSI PASIEN UMUM DAN BPJS TERHADAP TINGKAT RESPONSIVENESS PELAYANAN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH TUGUREJO SEMARANG

Rizka Nur Fitriana; Chriswardani Suryawati; Eka Yunila Fatmasari

doi:10.14710/jkm.v6i5.21997

DOI: https://doi.org/10.14710/jkm.v6i5.21997

ANALISIS PERBEDAAN PERSEPSI PASIEN UMUM DAN BPJS TERHADAP TINGKAT RESPONSIVENESS PELAYANAN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH TUGUREJO SEMARANG

*Rizka Nur Fitriana - , Indonesia

Chriswardani Suryawati - , Indonesia

Eka Yunila Fatmasari - , Indonesia

Published: 1 Oct 2018.

BibTex Citation Data :

@article{JKM21997,
    author = {Rizka Fitriana and Chriswardani Suryawati and Eka Fatmasari},
    title = {ANALISIS PERBEDAAN PERSEPSI PASIEN UMUM DAN BPJS TERHADAP TINGKAT RESPONSIVENESS PELAYANAN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH TUGUREJO SEMARANG},
    journal = {Jurnal Kesehatan Masyarakat},
  volume = {6},
    number = {5},
    year = {2018},
    keywords = {Responsiveness, Patients Perception},
    abstract = {  Responsiveness is a non-medical dimension that relates with how to treat someone and how the person's environmental conditions are treated that become one of the purposes of the Health System. The purpose of this study is to know the differences in the perceptions between general and BPJS patients towards the responsiveness level of outpatient services at Tugurejo Regional General Hospital. This study uses descriptive analytic method with cross sectional approach. The samples of this study are 160 respondents. Data analysis included univariate analysis by presenting the tables of frequency distribution and crosstab also bivariate analysis using Mann-Whitney difference test. Univariate results showed that the responsiveness level of outpatient services in terms from seven dimensions of responsiveness between general patients is more responsive than BPJS patients. Crosstab results show that female respondents and highly educated tend to assess the lack of responsiveness of the services provided. The results of bivariate analysis showed that there are significant differences between general patient responsiveness and BPJS patients responsiveness. The dimensions of responsiveness that have the differences between general and BPJS patients are the dimensions of staff friendliness, patient involvement, clarity of information and choice towards service providers. Dimensions that are considered not good are the waiting time dimension and dimensions that are both considered good are the dimensions of patient comfort and patient confidentiality. Tugurejo Regional General Hospital is expected to strive to improve health services to be more responsive services so it can fill society’s expectations and improve the patient satisfaction.  },
   issn = {2356-3346},   pages = {145--156}  doi = {10.14710/jkm.v6i5.21997},
    url = {https://ejournal3.undip.ac.id/index.php/jkm/article/view/21997}
}

Citation Format:

Abstract

Responsiveness is a non-medical dimension that relates with how to treat someone and how the person's environmental conditions are treated that become one of the purposes of the Health System. The purpose of this study is to know the differences in the perceptions between general and BPJS patients towards the responsiveness level of outpatient services at Tugurejo Regional General Hospital. This study uses descriptive analytic method with cross sectional approach. The samples of this study are 160 respondents. Data analysis included univariate analysis by presenting the tables of frequency distribution and crosstab also bivariate analysis using Mann-Whitney difference test. Univariate results showed that the responsiveness level of outpatient services in terms from seven dimensions of responsiveness between general patients is more responsive than BPJS patients. Crosstab results show that female respondents and highly educated tend to assess the lack of responsiveness of the services provided. The results of bivariate analysis showed that there are significant differences between general patient responsiveness and BPJS patients responsiveness. The dimensions of responsiveness that have the differences between general and BPJS patients are the dimensions of staff friendliness, patient involvement, clarity of information and choice towards service providers. Dimensions that are considered not good are the waiting time dimension and dimensions that are both considered good are the dimensions of patient comfort and patient confidentiality. Tugurejo Regional General Hospital is expected to strive to improve health services to be more responsive services so it can fill society’s expectations and improve the patient satisfaction.

Fulltext View|Download

Keywords: Responsiveness, Patients Perception

Article Metrics:

Article Info

Section: Administrasi dan Kebijakan Kesehatan

In Vol 6, No 5 (2018): SEPTEMBER

Recent articles

GAMBARAN PENANGANAN KELUHAN PELANGGAN DI UNIT CUSTOMER SERVICE RUMAH SAKIT UMUM DAERAH TUGUREJO SEMARANG ANALISIS FAKTOR PERSEPSI KERENTANAN IBU TERHADAP PEMANFAATAN KELAS IBU HAMIL DI PUSKESMAS GAYAMSARI KOTA SEMARANG PAPARAN ROKOK, STATUS GIZI, BEBAN KERJA DAN INFEKSI ORGAN REPRODUKSI PADA WANITA DENGAN MASALAH FERTILITAS RSI SULTAN AGUNG SEMARANG HUBUNGAN PERNIKAHAN DINI, EKONOMI KELUARGA,MEDIA SOSIAL DENGAN KEJADIAN PERCERAIAN PADA WANITA PUS DI KECAMATAN BANDUNGAN KABUPATEN SEMARANG TAHUN 2017 UJI PALATABILITAS UMPAN TERHADAP JENIS KECOA YANG DITEMUKAN PADA WARUNG MAKAN TEGAL DI KELURAHAN TEMBALANG GAMBARAN SKOR KARIES MENURUT STATUS KEHAMILAN DI PUSKESMAS BAYAT KABUPATEN KLATEN HUBUNGAN PENGETAHUAN GIZI IBU, TINGKAT KONSUMSI GIZI, STATUS KETAHANAN PANGAN KELUARGA DENGAN BALITA STUNTING (Studi pada Balita Usia 24-59 Bulan di Wilayah Kerja Puskesmas Duren Kabupaten Semarang) HUBUNGAN TINGKAT KECUKUPAN ENERGI, MAGNESIUM, KALSIUM DAN BESI, AKTIVITAS FISIK, PRESENTASE LEMAK TUBUH DENGAN SIKLUS MENSTRUASI REMAJA PUTRI SMA NEGERI 4 KOTA PEKALONGAN TELAAH SISTEM MANAJEMEN PENGAMANAN HOTEL DALAM PENANGANAN KEADAAN DARURAT KEBAKARAN DI HOTEL X SEMARANG (STUDI KASUS DI BAGIAN KITCHEN) ANALISIS FAKTOR PENYEBAB KECELAKAAN DALAM HUBUNGAN KERJA PT X BERDASARKAN TEORI LOSS CAUSATION MODEL (Studi Kasus Pada Karyawan Bagian Warehouse) FAKTOR YANG BERHUBUNGAN DENGAN PERILAKU KEPALA KELUARGA DALAM PENERAPAN DEKLARASI KAWASAN DILARANG MEROKOK (KDM) (Studi di Wilayah Pedukuhan Gluntung Kidul Desa Caturharjo Kecamatan Pandak Kabupaten Bantul) HUBUNGAN KARAKTERISTIK IBU, PENGETAHUAN DAN SIKAP DENGAN PERILAKU PERAWATAN PAYUDARA PADA IBU MENYUSUI ASI EKSKLUSIF DI WILAYAH KERJA PUSKESMAS PEGANDAN 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.