NILAI LAYANAN FASKES TINGKAT I YANG DIANGGAP PENTING OLEH PESERTA MANDIRI BPJS KESEHATAN

Ratna Komara, Yogi Suherman, layyi naturrobaniyah

Abstract


This research aims to determine the service values that are considered essential and are perceived by the BPJS individual participants toward health facilities level I in Bandung and Tasikmalaya regency, which furthermore will be conducted gap analysis of the service values. Thisresearch used descriptive analysis method, wherein measured on each clinical pathways (registration, waiting, doctor services, and drugs services) that occurred with a tangible, empathy, responsiveness, reliability and assurance dimension.

 

The results shows that the most important service values of Health Facilities Level I in Bandung is a tangible dimension on the registration phase which is measured by the comfort of the room registration, while in Tasikmalaya District, assurance dimension during drug services stage is considered the most important with the indicatorof patients confidence assessment that they will be cured by taking medicine as directed.

 

Based on these results, the manager of Health Facilities Level I in Bandung should pay more attention to registration stage by providing more comfortable space and sufficient number of registration officers, while in Tasikmalaya District the manager should pay more attention to drug services stage by giving the right medication for each patient with clear information about the usage and the dosage.


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