Kepuasan Pasien Terhadap Layanan Puskesmas BLUD di Kota Semarang

Abstract

Primary Health Centre (PHC) is one of the public institution which have important role to provide health care services to the community. According to Regulation of Semarang Major no. 13 year 2016 about Governance Pattern of Local Public Service Institution (BLUD) of Puskesmas, since 2017 PHC in Semarang transformed into BLUD PHC which enable PHC to be more flexible, productive, efficient, and effective on managing their resources and finance. This research objective was to identify patient satisfaction of BLUD PHC in Semarang. This was quantitative research with cross-sectional design and research variables are tangible, reliability, responsiveness, assurance, empaty, dan patient’s satisfaction. Respondents were 140 patients of BLUD PHC in Semarang City: Bulu Lor, Gayamsari, Pudakpayung, Bangetayu, Halmahera, Kedungmundu, dan Mangkang. Result showed that most of the patient satisfied with the health care services in PHC. From all of the indicators, more than 80% respondents stated that they were satisfied with the services in PHC. The highest score was on responsiveness aspect, which 95.0% patient scored high on the PHC responsiveness. It could be because PHC already maximize their resources to provide high quality health care services.

Model Autonomy of Self-Finance Management for Primary Health Care to Enhance Workers’ Satisfaction

“…34 While, the importance of SC was in accordance with the review of RPSAPHC autonomy reform that reported patients' low satisfaction in which most were National Health Insurance (NHI) participants expecting good service. 35 In terms of workers' satisfaction, its indicators were in accordance with that of healthcare providers, who agreed that job satisfaction is a category for the performance-measuring domain. 36 Workers' satisfaction is part of a series of services that must not be interrupted, as it is interconnected with the other parts of the services.…”

Faktor Lingkungan Fisik dan Dimensi Tangibles Pelayanan Terhadap Niat Kunjungan Ulang ke Puskesmas di Kabupaten Demak

“…Kepuasan pasien memiliki pengaruh langsung pada loyalitas karena pasien yang merasa puas terhadap pelayanan cenderung akan melakukan kunjungan ulang, serta memberikan rekomendasi orang lain untuk menggunakan pelayanan di fasilitas kesehatan tersebut. 29 Zhou et al melalui review yang dilakukan menunjukkan bahwa loyalitas pasien dipengaruhi secara positif oleh kepuasan, kualitas, nilai, citra merek fasilitas kesehatan, kepercayaan, komitmen dan dukungan perilaku lingkungan. Ada dampak langsung positif yang signifikan dari kualitas terhadap kepuasan dan nilai, kepuasan terhadap kepercayaan dan komitmen, kepercayaan terhadap komitmen dan loyalitas, serta citra merek terhadap kualitas dan loyalitas.…”

Improving Service Quality Through Customer Satisfaction of Type D Hospital : A Phenomenological Approach

“…The construction of Community Health Centers (Puskesmas) in various regions is one of the government's efforts to serve the community in the health sector (Ainy et al, 2012;Saputro et al, 2018;Suryawati et al, 2019). Even though the best service has been attempted, until now, there are still many community members who complain of problems with the service of officers at the Community Health Centers in addition to the location of the referral hospital which is far from the Community Health Centers, causing many patients who have been referred to the hospital to finally choose not to go there by themselves.…”