Abstract:NURNANINGSI. 241422017. 2026. “KUALITAS PELAYANAN PUBLIK DALAM PROGRAM JKN (Studi Pada Peserta BPJS Kesehatan di Rsud Banggai Laut)”. Jurusan Administrasi Publik, Fakultas Ilmu Sosial, Universitas Negeri Gorontalo dengan…
ngan Pembimbing I Dr. Rusli Isa, M.Si.. dan Pembimbing II Dr. Alexander Badjuka, S.Si.,M.AP. Tujuan dari penelitian ini menganalisis kualitas pelayanan publik dalam pelaksanaan Program Jaminan Kesehatan Nasional (JKN) bagi peserta BPJS Kesehatan di RSUD Banggai Laut.
Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Informan dalam penelitian ini terdiri dari peserta BPJS Kesehatan, tenaga kesehatan, petugas administrasi, serta pihak manajemen rumah sakit yang terlibat dalam pelayanan Program JKN.
Hasil penelitian menunjukkan bahwa kualitas pelayanan publik bagi peserta BPJS Kesehatan di RSUD Banggai Laut secara umum telah berjalan cukup baik. Hal ini ditinjau berdasarkan lima dimensi kualitas pelayanan menurut Parasuraman, yaitu bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Dimensi bukti fisik menunjukkan tersedianya fasilitas pelayanan yang cukup memadai, meskipun masih terdapat beberapa sarana yang perlu ditingkatkan. Dimensi keandalan terlihat dari kemampuan petugas dalam memberikan pelayanan sesuai prosedur yang berlaku. Pada dimensi daya tanggap, petugas telah berupaya memberikan pelayanan secara cepat dan responsif terhadap kebutuhan pasien. Dimensi jaminan tercermin dari kompetensi dan sikap profesional petugas kesehatan dalam memberikan pelayanan. Sementara itu, dimensi empati terlihat melalui perhatian dan kepedulian petugas terhadap kondisi pasien. Namun demikian, masih ditemukan beberapa kendala, seperti waktu tunggu pelayanan yang relatif lama pada jam-jam tertentu dan keterbatasan sumber daya manusia dalam menghadapi tingginya jumlah pasien.
Berdasarkan hasil penelitian dapat disimpulkan bahwa kualitas pelayanan publik dalam Program JKN bagi peserta BPJS Kesehatan di RSUD Banggai Laut telah terlaksana dengan cukup baik, namun masih memerlukan perbaikan pada aspek kecepatan pelayanan, ketersediaan fasilitas pendukung, dan peningkatan jumlah tenaga kesehatan guna meningkatkan kepuasan peserta BPJS Kesehatan.
Abstract:The problem of inequality in Indonesia remains a growing issue. With a population of over 270 million, inequality remains an unresolved challenge. This study aims to further explore the concept of Justice in Government Policy…
olicy within the Pancasila Framework. The research method used in this study is a qualitative approach, while the type of research used is a literature study. The results of this study indicate that the principle of justice within the context of Pancasila has been implemented by various government agencies such as the Ministry of Education and Culture, the Ministry of Religious Affairs, the Ministry of Transportation, Gadjah Mada University, and the BPJS Kesehatan (Social Security Agency for Health). This principle of justice is implemented through attention to disabilities, the principle of mutual cooperation within BPJS Kesehatan, and the existence of affirmative action programs to obtain educational scholarships for people living in the outermost, outermost, and remote areas. The conclusion of this study is that the principle of justice within the context of Pancasila has been implemented.
Abstract:People really need health services provided by hospitals, health homes and clinics. When registering for health services, each enrolling member will have his or her own medical history which must be seen at a medical clinic…
nic or health office. Hospitals must have comprehensive patient data in order to provide health services effectively. Documents regarding patient identity, examinations, treatment, procedures and other services are included in the medical record. In a health facility, implementation takes the form of an administrative order. Characteristics of medical records (General Patients or BPJS). The aim of this research is to determine the completeness of electronic medical resumes seen from fourth aspects, namely, completeness of identification, important reports, authentication and correct documentation . The method used in this research is quantitative analysis with a descriptive approach. The results of this research are that in the Identification component the percentage of completeness is 100% complete, in the Important Report component the percentage of completeness is 99%, in the Authentication component the percentage of completeness is 100%, and in the Correct Documentation component the percentage of completeness is 90%. Based on the results of research that has been carried out regarding completeness When filling out electronic medical resumes for patients in the Inpatients at RSU Dharma Yadnya, it can be concluded that there are still incompleteness in filling out inpatient electronic medical resumes and that the electronic medical resume components are filled in completely.
Abstract:The purpose of this study is to analyze the effect of marketing communication on brand equity and patient decision choosing obstetric and gynecological services at RSI Hasanah Mojokerto. The independent variable in this…
study is marketing communication, while the dependent variable is the patient decision, and brand equity is a variable mediator between marketing communication and patient decision. The sample of this research were BPJS patients at RSI Hasanah Mojokerto from March to May 2025 who have finished the services of obstetric and gynecological, both outpatient and inpatient. A total of 52 respondents were obtained as samples in this research. This study uses an explanatory survey research design, which involves searching and collecting primary data by directly asking questions to respondents and analyzing the effects among variables to prove the hypothesis. Data analysis using path analysis with SEM-PLS. The results of the study show that the original sample value of the direct relationship between marketing communication and patient decision is +0.101 with a P-value of 0.226. Meanwhile, the original sample values when mediated by brand equity as the mediator variable between marketing communication and patient decision are +0.680 and +0.762 with a P-value of 0.000 at a significance level of 0.05. Thus, it can be concluded that brand equity can act as a mediator between marketing communication and patient decision. With good marketing communication, the brand equity of the Hospital will increase, thereby improving patients' decision choosing obstetric and gynecological services at RSI Hasanah Mojokerto.
Abstract:BPJS services certainly cannot be separated from efforts to maintain service quality standards which at least include service procedures, completion time, service costs, service products, facilities and infrastructure, as…
s well as the competence of service personnel. Therefore, BPJS as an institution that provides health insurance to the public should measure the quality of services provided, especially through the HIS program. The aim of this research is to describe how the Health Insurance Administering Agency (BPJS) provides services at the Merauke Regency Regional General Hospital (RSUD Merauke Regency). The research method used is a qualitative descriptive technique. Based on the research results, the availability of adequate health facilities and equipment at BPJS counters can help officers in carrying out their duties in providing services to BPJS participants and is a factor that influences services at BPJS counters in Merauke-General Region. the affected hospitals are physical evidence. In accessing health services, officers must be sensitive in handling patient complaints and nursing staff must be responsive in resolving complaints from BPJS participants. Apart from that, nurses or civil servants must be punctual and each have an educational background related to BPJS. This applies to both training in the health and non-health sectors and the last is certainty, namely that to get services from BPJS, patients must follow the procedures set out in regional regulations, do not follow
Abstract:Mindfulness menjadi salah satu strategi penting dalam mengelola stres kerja dan meningkatkan kesejahteraan psikologis pegawai. Berdasarkan hasil observasi dan wawancara di BPJS Ketenagakerjaan Kantor Wilayah Sulawesi dan…
Maluku, ditemukan bahwa beberapa pegawai mengalami beban kerja tinggi akibat tuntutan pencapaian target dan Key Performance Indicators (KPI), yang berdampak pada stres, kelelahan, menurunnya fokus saat bekerja, dan memengaruhi work-life balance mereka. Pengabdian ini bertujuan untuk meningkatkan pemahaman pegawai mengenai mindfulness dan kemampuan regulasi emosi melalui kegiatan psikoedukasi yang diberikan dalam bentuk poster. Kegiatan dilakukan secara offline dengan pre-test, pemaparan materi melalui poster, praktik teknik mindfulness (five senses technique, deep breathing, dan Progressive Muscle Relaxation), serta post-test kepada 14 peserta. Hasil uji Paired Sample T-Test menunjukkan perbedaan signifikan antara skor pre-test dan post-test (t(13) = -6,90, p < 0,001), mengindikasikan peningkatan pemahaman peserta setelah mengikuti kegiatan. Evaluasi menunjukkan bahwa 100% peserta memahami materi, dengan 64,3% paham dan 35,7% sangat paham terkait teknik mindfulness, serta 92,8% menilai poster bermanfaat hingga sangat bermanfaat untuk diterapkan dalam pekerjaan sehari-hari. Temuan ini menunjukkan bahwa psikoedukasi berbasis poster mindfulness efektif untuk mengurangi stres kerja dan mendukung kesejahteraan psikologis pegawai.
Abstract:The secretariat office has employees including the head of the office, cashier, security guard and boarding house, and the management of this office is under the super- vision of the Chair of the 5 Daily Management of the…
e Congregation Council (PHMJ). GPIB office employees of the Surya Kasih Congregation receive salaries provided by the Surya Kasih Congregation for employees with local status and by the synod if the status is as a synod employee. So far, salaries have been given in the form of a single unit with- out a salary structure that is in accordance with church regulations, where there are ele- ments of allowances and determination of their amounts. Then every employee has been registered to participate in BPJS labor, but it is limited to "work accident insurance (JKK)" and "death guarantee (JKM)" while those that have not been followed are "pen- sion guarantee (JP)" and "old age guarantee (JHT). )â€. Apart from that, to be able to pro- vide a salary value and benefits, it must be based on an objective and structured work per- formance assessment, then involve employees, their leaders and then a provision will be made as a permanent employee. Based on this, it has been registered to take part in "pen- sion guarantee (JP)" and "old age guarantee (JHT)". Then previously there was no in- strument for assessing employee performance objectively, so a form of performance as- sessment with several indicators was also prepared.
Abstract:Abstract: Gambir Baru Kisaran Community Health Center is the only one in the Gambir Baru range. Data on visits by BPJS Health participants to the Gambir Baru Kisaran Community Health Center in 2023 from January – December…
December there are 3,048 BPJS participants. If the puskesmas services provided to the community are very good for BPJS patients, more and more BPJS participants will utilize health services and share information with the community about the benefits of BPJS Health serving General Polyclinics, Dental Polyclinics, Pharmacy Installations, Nutritionists, Outpatient and Maternity Care. Based on future problems such as the length of service time at the patient reception counter that patients receive is longer than the estimated time in the clinic SOP, namely 10 minutes, clinic staff must behave 5S (Smile, Greet, Regards, Polite and Polite) when serving patients, the process of taking medicines takes a long time after the patient has completed a health examination, the health center must provide services according to the wishes and understand the needs of patients, medical personnel and other staff, and can help if there are problems with patients, medical personnel take appropriate action and quickly, so it is necessary to carry out an evaluation as an effort to improve the quality of clinical services. he results of calculating the reality answers and expectations of patients/respondents at the Gambir Baru Health Center to 16 questions, the results of the decision recommendations are that 4 attributes must be improved and 12 more attributes must be maintained from 201 respondents-patients/patients at the Gambir Health Center.
Keywords: bpjs patient satisfaction; servqual method; web-based.
Abstrak:. Puskesmas Gambir Baru Kisaran adalah satu satunya yang berada di gambir baru kisaran. Data kunjungan peserta BPJS Kesehatan di Puskesmas Gambir Baru Kisaran Tahun 2023 dari bulan Januari – Desember ada 3.048 peserta BPJS. Jika pelayanan puskesmas yang diberikan pada masyarakat sangat baik tehadap pasien BPJS, maka akan semakin banyak peserta BPJS yang memanfaatkan pelayanan kesehatan dan berbagi informasi kepada masyarakat tentang manfaat dari BPJS Kesehatan melayani Poli Umum, Poli Gigi, Instalasi Farmasi, Ahli Gizi, Rawat Jalan dan Bersalin. Berdasarkan permasalahan di masa yang akan datang seperti lama waktu layanan di loket penerimaan pasien yang diterima pasien lebih lama dari waktu estimasi yang ada pada SOP klinik yaitu 10 menit, petugas klinik harus berprilaku 5S (Senyum, Sapa, Salam, Sopan dan Santun) pada saat melayani pasien, proses pengambilan obat yang memakan waktu lama setelah pasien selesai melakukan pemeriksaan kesehatan, pihak puskesmas harus memberikan pelayanan sesuai dengan keinginan dan memahami kebutuhan pasien, tenaga medis dan petugas lainnya, serta dapat membantu jika ada permasalahan pasien, tenaga medis melakukan tindakan secara tepat dan cepat, sehingga perlu dilakukan evaluasi sebagai upaya peningkatan kualitas layanan klinik. Hasil dari perhitungan jawaban realita dan harapan pasien/responden Puskesmas Gambir Baru terhadap 16 pertanyaan, hasil rekomendasi keputusan adalah 4 atribut harus ditingkatkan dan 12 atribut lagi harus dipertahankan dari 201 responden- pasien/pasien di Puskesmas Gambir.
Kata kunci: berbasis web; kepuasan pasien bpjs; metode servqual.
Abstract:Abstract: BPJS patient satisfaction is the BPJS patient's assessment of the services they enjoy and want, BPJS patient satisfaction can be considered by the clinic as a service provider to determine the success of the Kesuma…
suma Bangsa clinic service program. At the Kesuma Bangsa clinic, no system can help the Kesuma Bangsa clinic measure the level of satisfaction of BPJS patients with Kesuma Bangsa clinic services, Therefore, we need a system that can measure the level of satisfaction of BPJS patients with clinical services as a tool in the decision-making process to improve service quality and implement service quality improvements. Based on these problems, a decision support system will be designed using the PHP programming language and the database used is MySQL. The method used to measure the level of satisfaction of BPJS patients with Kesuma Bangsa clinical services is Service Quality. The results of the study used the Service Quality method, namely collecting 25 service attributes. With a system to measure the level of satisfaction of BPJS patients with Kesuma Bangsa clinic services, it can help the clinic in making decisions and implementing service quality improvements.
Keywords: BPJS patients; measuring level satisfaction; Service Quality
Abstrak: Kepuasan pasien BPJS ialah penilaian pesien BPJS terhadap pelayanan yang dinikmati serta diinginkan, kepuasan pasien BPJS dapat menjadi pertimbangan pihak klinik sebagai pemberi layanan untuk mengetahui keberhasilan program pelayanan klinik kesuma bangsa. Pada klinik kesuma bangsa belum tersedia sistem yang dapat membantu Klinik Kesuma Bangsa untuk mengukur tingkat kepuasan pasien BPJS terhadap pelayanan klinik kesuma bangsa, oleh sebab itu dibutuhkan sistem yang dapat mengukur tingkat kepuasan pasien BPJS terhadap pelayanan klinik sebagai media pada proses pengambilan keputusan untuk meningkatkan kualitas layanan dan melaksanakan perbaikan kualitas layanan. Berdasarkan permasalah tersebut maka akan dirancang sebuah sistem pendukung keputusan menggunakan bahasa pemrograman PHP dan database yang digunakan yaitu MySQL. Metode yang dipergunakan untuk mengukur tingkat kepuasan pasien BPJS terhadap pelayanan klinik kesuma bangsa yaitu Service Quality. Hasil penelitian menggunakan metode Service Quality yaitu mendapatkan 25 atribut pelayanan. Dengan adanya sistem untuk mengukur tingkat kepuasan pasien BPJS terhadap pelayanan klinik kesuma bangsa dapat membantu pihak klinik dalam pengambilan keputusan dan melaksanakan perbaikan kualitas layanan.
Kata kunci: Mengukur Tingkat Kepuasan; Pasien BPJS; Service Quality
Abstract:Medical personnel are a group of workers who are at high risk of experiencing work accidents and occupational diseases. One type of occupational disease that is often experienced by medical personnel is mental illness. Mental…
ental illnesses experienced by medical workers can have a negative impact on their quality of life, performance and productivity. Therefore, medical personnel who suffer from mental illness have the right to receive protection and guarantees from the government and employers. However, in practice, medical personnel who suffer from mental illness often experience difficulties in submitting claims. The research entitled "Recognition of Mental Illness as a Consequence of Medical Personnel in Work Accident Insurance Claim Procedures in Indonesia" is normative-qualitative research. Medical workers face a lot of stress and workload, especially during the COVID-19 pandemic, and mental illness is one of the consequences. Mental illness can impair their performance, health, and well-being, and place them at risk to patients and their work environment. With the recognition of mental illness as a consequence of medical personnel in the JKK claim procedure in Indonesia, JKK is a social security program organized by BPJS Employment. This program provides guarantees to workers or laborers to receive health services and cash compensation due to work accidents or work-related illnesses. So it is hoped that it can provide benefits for medical personnel in the form of getting proper protection, increasing the productivity of medical personnel and improving the quality of health services.