Perbandingan tingkat kepuasan peserta Askes wajib dan sukarela terhadap mutu pelayanan kesehatan tingkat I di Kota Kendari

AGA, Nur Adnan, drg. Julita Hendrartini, M.Kes

2005 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar Belakang : PT. Askes mempunyai 2 jenis kepesertaan, yaitu peserta wajib dan peserta sukarela. Beberapa faktor yang membedakan keduanya antara lain besaran premi, kelengkapan jenis pelayanan kesehatan pada RJTP, dan tempat pelayanan kesehatan primer. Peserta wajib berobat ke dokter puskesmas, peserta Sukarela ke dokter keluarga. Berbagai kelebihan dokter keluarga belum merupakan jaminan bahwa mutu pelayanannya lebih baik dari puskesmas. Penelitian ini bertujuan untuk mengetahui perbedaan tingkat kepuasan pasien Askes Wajib dan Sukarela terhadap mutu pelayanan kesehatan puskesmas dan dokter keluarga. Metode Penelitian : Jenis penelitian adalah penelitian analitik dengan rancangan cross sectional. Jumlah sampling sebanyak 200 responden Askes dan pengambilan sampling secara proportional random sampling. Alat penelitian berbentuk kuesioner tertutup dan pedoman wawancara mendalam. Analisis data dilakukan dengan menggunakan uji t-test. Hasil Penelitian : Rata-rata kepuasan pasien Askes Wajib lebih tinggi dibanding Askes Sukarela terhadap mutu pelayanan kesehatan (112,58 berbanding 100,83; p=0,000). Kepuasan terhadap pelayanan dokter (34,26 berbanding 31,00; p=0,000), peresepan obat (21,67 berbanding 18,76; p=0,000), sistem rujukan (7,51 berbanding 6,46; p=0,000), akses pelayanan (21,46 berbanding 19,40; p=0,001), dan fasilitas lingkungan fisik (24,18 berbanding 21,81; p=0,000). Kesimpulan : Peserta Askes Wajib memiliki tingkat kepuasan lebih tinggi terhadap mutu pelayanan kesehatan dibanding peserta Askes Sukarela berdasarkan aspek mutu pelayanan dokter, peresepan obat, sistem rujukan, akses pelayanan kesehatan dan fasilitas lingkungan fisik (p<0,05).

Background: PT. Askes has two types of membership, compulsory and voluntary. Factors which differentiate both of them are among others rate of premi, health service coverage at first level outpatient and location of primary health service. Compulsory participants are served community health center doctors, whereas voluntary participants by family physicians. Some positive aspects of family physicians do not guarantee better quality service than community health service. The study aimed to know the difference of satisfaction between Askes compulsory and voluntary patients with health service quality of community health center and family physicians. Methods: This was an analytic study which used a cross sectional design. There were 200 samples of Askes respondents who were chosen using proportional random sampling. Instruments used were closed questionnaires and indepth interview guide. Data were analyzed using t-test. Results: Average satisfaction of compulsory Askes patients with health service quality was higher than that of voluntary ones (112.58 vs 100.83 ; p=0.000). Satisfaction with doctors' service was 34.26 vs 18.76 ; p=0.000, drug prescription was 21.67 vs 18.76 ; p=0.000, referral system was 7.51 vs 6.46 ; p=0.000, service access was 21.46 vs 19.40 ; p=0.001, and physical environment facilities was 24.18 vs 21.81 ; p=0.000 Conclusion: Compulsory Askes participants had higher satisfaction level with health service quality than voluntary Askes participants did on aspects of referral system, health service access and physical environment facilities (p<0.05)

Kata Kunci : Asuransi Kesehatan,Kepuasan Peserta Askes,Mutu Pelayanan, patient satisfaction, compulsory membership, voluntary membership, health insurance