INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP PELAYANAN RAWAT JALAN PESERTA BPJS KESEHATAN DI PUSKESMAS YOGYAKARTA

Abstract

Puskesmas Kotagede I Kodya Yogyakarta dan Puskesmas Bambanglipuro Kabupaten Bantul merupakan pelayanan publik yang memberikan pelayanan kesehatan kepada masyarakat. Masyarakat yang memanfaatkan pelayanan kesehatan di kedua puskesmas tersebut masih memberikan keluhan terkait dengan pelayanan seperti antrean di pendaftaran yang lama, ruang tunggu yang kurang karena pada waktu pasien banyak maka menunggu antreannya harus berdiri. Lama waktu tunggu antara 15 sampai 30 menit. Waktu tunggu di pelayanan farmasi atau obat juga lama kurang lebih 30 menit bahkan bisa sampai 1 jam pada waktu pengunjungnya banyak. Penelitian bertujuan untuk menentukan Indeks Kepuasan Masyarakat (IKM) yang memanfaatkan pelayanan kesehatan di puskesmas Yogyakarta. Jenis penelitian adalah penelitian survei dengan menggunakan metode deskriptif kuantitatif dengan rancangan penelitian cross sectional. Populasi penelitian ini adalah seluruh pasien peserta BPJS Kesehatan yang memanfaatkan pelayanan rawat jalan di Puskesmas Kotagede I dan Bambanglipuro. Sampel diambil secara quota sampling sebanyak 100 peserta BPJS Kesehatan, dari Puskesmas Kotagede I sebanyak 50 orang dan dari Puskesmas Bambanglipuro Bantul sebanyak 50 orang. Penelitian dilaksanakan di Puskesmas Kotagede I dan Bambanglipuro Bantul pada November 2018. Data dianalisis menggunakan perhitungan Indeks Kepuasan Masyarakat  dan disajikan dalam bentuk tabel. Hasil nilai indeks kepuasan masyarakat sebesar 3,04732 dan setelah dikonversikan sebesar 76,183 menunjukkan bahwa mutu pelayanan di Pelayanan Rawat Jalan Peserta BPJS Kesehatan di Puskesmas Yogyakarta berada pada kategori “B†atau kinerja unit pelayanan “Baikâ€. Unsur pelayanan tertinggi adalah unsur keamanan pelayanan yaitu sebesar 3.12 dan yang terendah adalah unsur prosedur pelayanan senilai  2,94. Kesimpulan indeks kepuasan masyarakat terhadap mutu pelayanan kesehatan di puskesmas adalah Baik.

Kotagede I Health Center, Yogyakarta District, and Bambanglipuro Health Center, Bantul District are public services that provide health services to the surrounding community. People who use health services in both health centers still give some complaints related to the services they receive such as queues at longtime registration, lack of waiting room because when there are many patients waiting for the queue to stand up. In addition, the waiting time at the time of the examination is also approximately 15 to 30 minutes. The waiting time in pharmaceutical or drug services also takes approximately 30 minutes or even up to 1 hour when there are many visitors. This study’s objective is to determine the Community Satisfaction Index  that utilizes health services in Yogyakarta health centers. This type of research is survey research using quantitative descriptive methods with a cross-sectional research design. The population in this study were all patients participating who use outpatient services at the Kotagede I and Bambanglipuro Health Center. Samples were taken by quota sampling with a total of 100 patients, from the Kotagede I health center as many as 50 people and from the Bambanglipuro Health Center Bantul as many as 50 people. The study was conducted at the Kotagede I and Bambanglipuro Health Center in November 2018. Quantitative data were analyzed using the calculation of the Community Satisfaction Index and presented in tabular form. The results of the community satisfaction index of 3.04732 and after being converted were 76.183 indicating that the quality of service in the Outpatient Services at the Yogyakarta Public Health Center was in the "B" category or the "Good" service unit performance. The highest service element is obtained service security element that is equal to 3.12 and the lowest is service element worth 2.94.