Kualitas Pelayanan Kesehatan dalam Rangka Menjamin Perlindungan Kesehatan bagi Peserta Badan Penyelenggara Jaminan Sosial (BPJS) di Rumah Sakit Vita Insani Kota Pematang Siantar

Abstract

Health services are efforts made to maintain, improve health, prevent, cure disease and restore the health of individuals, groups or communities. The Social Security Administering Body (BPJS) for health is a means of guaranteeing health protection for the community. The BPJS program at Vita Insani Hospital is still experiencing various obstacles, namely: long queues for inpatient and outpatient care, medical staff tend to be indifferent to patients, lack of fast and precise service provided, and discriminatory actions between BPJS patients and general patients. This research is entitled "QUALITY OF HEALTH SERVICES IN THE FRAMEWORK OF GUARANTEING HEALTH PROTECTION FOR PARTICIPANTS OF THE SOCIAL SECURITY ADMINISTERING AGENCY (BPJS) AT THE VITA INSANI HOSPITAL, PEMATANG SIANTAR CITY" which aims to determine the quality of health services in order to ensure health protection for BPJS participants at the Vita Insani Hospital, Pematang Siantar City. The method used is a descriptive qualitative research method with data collection techniques, namely interviews, observation and documentation. The theory used is the service quality theory by Zeithaml et al (1990) (in Hardiyansyah, 2018: 70), namely: tangible, reliability, responsiveness, assurance, and empathy. The research results for the tangible dimension are quite good because the facilities, infrastructure and employee appearance are quite good and adequate, although they require improvement. The reliability dimension is also carried out quite well, because employees have the ability to carry out their respective duties. The responsiveness dimension requires improvement because the service provided cannot be said to be fast and precise. The assurance dimension cannot be said to be good because no guarantee has been given regarding service time and the empathy dimension is also still lacking in supporting the quality of health services at Vita Insani Hospital because the officers still provide services with an indifferent attitude. Things that need to be done to improve the quality of service at Vita Insani Hospital are: improving inadequate facilities, facilities and infrastructure such as registration counters, waiting rooms and parking. Providing services with a friendlier attitude, trying to provide services in a timely manner according to what has been determined, trying to provide services professionally and not discriminating.