Implementasi Program Kartu Jakarta Sehat sebagai Penunjang Jaminan Kesehatan Bagi Pasien Terhadap Kepuasan Pelayanan di Rumah Sakit

Lamhot, Susi Daryanti

2015 | Skripsi | Pembangunan Sosial dan Kesejahteraan (dh. Ilmu Sosiatri)

ABSTRACT Implementation of the Kartu Jakarta Sehat program is important thing because it relates to goverment policy as supporting the public health insurance. One of the government policy of DKI Jakarta which is the capital city of Indonesia in the health care field is Kartu Jakarta Sehat (KJS). Kartu Jakarta Sehat (KJS) is a program which is created by government to overcome health of poor society in DKI Jakarta. Implemetation of government program can be seen from patient satisfaction to hospital service. Patient satisfaction is feeling happy and satisfied because of the fulfillment of expectations or wishes to get health care service. Health care service which is provided by hospital is a service that include the quality of service, price, emotional, performance, aesthetics, the characteristic of product, service, location, facility, communication, athmosphere, and visual design as well as service which is provided by hospital personnel like doctors, nurses, and other employees. The aim of this study is to know the patient satisfaction over the implementation of service of Kartu Jakarta Sehat (KJS) program in Inpatient Unit of RSUP Fatmawati, South Jakarta. In addition, this research wants to test the assumptiont of Zeithaml-Parasuraman-Berry about customer satisfaction that measure the level of service satisfaction from tangible, realibity, responsiveness, assurancem and emphaty. Research method that used in this study is qualitative with descriptive approach. The data are primary and secondary data. The techniques that used to collect data is observation, interview, and documentation. Method of data analysis is data reduction, data presentation, conclusion, and data verification.The results show from 10 informants who have interviewed, eight informants are satisfied with the service of RSUP Fatmawati, while two patients as informant don’t feel satisfaction. That means patients of Kartu Jakarta Sehat at RSUP Fatmawati in South Jakarta are satisfied with the service of the hospital servie as implementation of Kartu Jakarta Sehat (KJS) program at RSUP Fatmawati in South Jakarta. Key words: Kartu Jakarta Sehat (KJS), Satisfaction Service

Kata Kunci : Jaminan Kesehatan