Tingkat kepuasan masyarakat miskin terhadap mutu pelayanan program askeskin :: Studi di Puskesmas Kecamatan Bengkalis Kabupaten Bengkalis

EFFENDI, Ahmad, Dr. Partini, S.U

2010 | Tesis | S2 Magister Studi Kebijakan

Latar Belakang : Mutu pelayanan kesehatan adalah menunjuk pada tingkat kesempurnaan pelayanan kesehatan dalam menimbulkan rasa puas pada diri setiap pasien. Makin sempurna kepuasan tersebut makin baik pula mutu pelayanan kesehatan. Mutu pelayanan bersifat multi dimensional, tergantung dari latar belakang dan kepentingan masing-masing. Di Puskesmas Kecamatan Bengkalis terdapat masalah tentang pelayanan yang dilaksanakan oleh petugas terhadap pasien askeskin, hal ini terlihat banyaknya keluhan yang disampaikan oleh masyarakat, khususnya masyarakat pengguna program Askeskin. Tujuan : Mengetahui tingkat kepuasan masyarakat miskin terhadap mutu pelayanan program Askeskin dan mengidentifikasi faktor-faktor yang mempengaruhi program Askeskin di Puskesmas Kecamatan Bengkalis. Metode : Penelitian ini menggunakan metode deskriptif kualitatif dan penggabungan metode kuantitatif dengan mengambil lokasi diwilayah kerja Puskesmas Kecamatan Bengkalis. Selain itu penelitian juga dilakukan pada petugas pelaksana baik terhadap pejabat struktural maupun staf internal di Puskesmas Kecamatan Bengkalis serta pejabat struktural di instansi terkait seperti Dinas Kesehatan Kabupaten Bengkalis dan Pemerintah Daerah Kabupaten Bengkalis. Hasil : Pasien yang mendapat pelayanan program Askeskin di Puskesmas Kecamatan Bengkalis adalah masyarakat miskin yang sangat layak untuk mendapatkan pelayanan dari penyelenggara program Askeskin, adanya kendala-kendala yang dihadapi petugas dalam melakukan pelayanan terhadap pasien pengguna program Askeskin dapat diminimalisasikan serta kekurangan fasilitas medis dalam menunjang program Askeskin dapat diatasi dan ditingkat oleh pengambil kebijakan dalam hal ini Dinas Kesehatan Kabupaten Bengkalis dan Pemerintah Daerah Kabupaten Bengkalis. Kesimpulan : Mutu pelayanan program Askeskin di Puskesmas Kecamatan Bengkalis dapat dikatakan masih kurang memuaskan bagi masyarakat penggunanya, hal tersebut terlihat dari nilai indeks kepuasannya dari masing-masing indikator yang digunakan dalam penelitian ini masih dibawah 0,65.

Background: Quality of health services is appointed at the level of excellence in health care lead to a sense of satisfaction on each and every patient. The more perfect the satisfaction of the better quality of health services. Service quality is multi-dimensional, depending on background and interests of each. In the center there is a problem Bengkalis District of services performed by officers of the patient's Poor Health Insurance, this has been seen many complaints submitted by the community, especially the user community of Poor Health Insurance program. Objective: Determine the level of satisfaction of the poor to quality services and Poor Health Insurance program to identify the factors that affect Poor Health Insurance Program in Primary Health Care District of Bengkalis. Method: The study used descriptive qualitative and quantitative methods by taking the merging region location Bengkalis District Health Center. In addition the study was also conducted on both the staff implementing the structural and internal staff officer in the Bengkalis District Health Center and the structural officials in related departments such as Public Health Service and Local Government Bengkalis Bengkalis District. Results: Patients who received program services in Primary Health Care Health Insurance Poor Bengkalis District is the poor who really deserve to get service from the organizer of the Poor Health Insurance program, the existence of the constraints faced by officers in performing services for the patient's Health Insurance Program users can be minimized and the Poor lack of medical facilities in support of Poor Health Insurance Program can be overcome and the level of policy makers in this case the Health Department and the Local Government Bengkalis Bengkalis District. Conclusions: Quality of service in Poor Health Insurance program Bengkalis District Health Center can be said is still less satisfactory for the user community, it is seen from the value of the index of satisfaction of each of the indicators used in this study were below 0.65.

Kata Kunci : Askeskin, Puskesmas, Persepsi, Mutu pelayanan kesehatan, Indeks kepuasan masyarakat