Akuntabilitas Pelayanan Publik dalam Pelayanan BPJS Kesehatan di Rumah Sakit Universitas Sumatera Utara

Abstract

Health services are one of the public services that can be felt by the community directly, both from Puskesmas to Hospitals. The University of North Sumatera Hospital is one of the hospitals in the Medan City area that provides BPJS Kesehatan services, In carrying out health services, the University of North Sumatera Hospital has tried to provide good service to the community but there are still some complaints about the services provided. This can be seen from several public complaints about the services that occur to BPJS user patients. Meanwhile, the purpose of this study is to describe how Public Service Accountability in BPJS Kesehatan Services at the University of North Sumatera Hospital. The method used is a descriptive method with a qualitative approach. In research, the researcher conducted interviews with informants from the University of North Sumatera Hospital. The researcher also conducted interviews with patients who are registered as BPJS Kesehatan users. Then observation, documentation, and literature studies were also carried out at the University of North Sumatera Hospital to answer research problems. The data obtained were then analyzed qualitatively with the Hopwood and Tomkins theoretical approach which revealed accountability indicators, namely legal accountability and honesty, process accountability, and program accountability. Through the results of the study, it is known that the Accountability of Public Services in BPJS Kesehatan Services at the University of North Sumatera Hospital can be said to be quite good. In the indicators of legal accountability and honesty, it has gone quite well. From the accountability indicators, the process is still not running well due to the treatment of employees who are not responsive in serving. Then on the accountability indicators, the program has gone quite well.