KETIDAKPUASAN PASIEN PESERTA BPJS STUDI KUALITATIF DI RUANG PELAYANAN RAWAT INAP NIFAS RSUD DOLOKSANGGUL KABUPATEN HUMBANG HASUNDUTAN TAHUN 2021
DOI:
https://doi.org/10.33143/jhtm.v7i1.1899Abstrak
Penelitian ini bertujuan untuk menganalisis ketidakpuasan pasien peserta BPJS terhadap kualitas pelayanan di ruang rawat inap nifas RSUD Doloksanggul Kabupaten Humbang Hasundutan Tahun 2021. Jenis Penelitian ini adalah penelitian kualitatif yang dilakukan mulai dari September 2020 sampai September 2021. Informan pada penelitian ini ada sebanyak 13 orang. Pengumpulan data dilakukan dengan cara observasi, wawancara, dokumentasi dan FGD. Data dianalisis dengan menggunakan teknik analisis model interaktif. Hasil penelitian menunjukkan bahwa jenis pelayanan kesehatan yang tidak memuaskan pasien Peserta BPJS adalah jam visit dokter yang tidak tepat waktu. Penyebab ketidakpuasan pasien adalah kelengkapan ruangan. Pelayanan kesehatan ruang rawat inap nifas yang belum sesuai dengan Standar Pelayanan Minimal (SPM) Kesehatan adalah jam visit dokter, hal tersebut mengakibatkan ketidak puasan pasien Peserta BPJS. Penurunan BOR berhubungan dengan ketidakpuasan pasien BPJS dalam perolehan layanan kesehatan. Upaya manajemen RSUD agar kualitas pelayanan yang diberikan di ruang rawat inap nifas sesuai dengan Standar Pelayanan Minimal adalah mensosialisasikan kepada dokter spesialis tentang jam vistnya dan memberikan kesempatan kepada pegawai untuk mengikuti seminar.Upaya manajemen RSUD Doloksanggul Kabupaten Humbang Hasundutan untuk meningkatkan Kepuasan Pasien Peserta BPJS di ruang rawat inap nifas adalah menyebarkan angket kepada pasien tentang kepuasan pada pelayanan rumah sakit kemudian melakukan evaluasi dan mensosialisasikan seluruh peraturan termasuk jam visit dokter.
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Kata Kunci : Pelayanan, Rawat Inap, Ketidakpuasan pasien, Peserta BPJS
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Undang-Undang RI Nomor 44 tahun 2009 tentang Rumah Sakit Jakarta 2009
Undang – Undang Nomor 40 tahun 2004 tentang Sistem Jaminan Sosial Nasional mengatur penyelenggaraan Sistem Jaminan Sosial Nasional
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