OUTPATIENT SERVICE QUALITY OF SOCIAL INSURANCE ADMINISTRATION AGENCY AT PUBLIC HEALTH CENTER PITUMPANUA OF WAJO DISTRIC

Abstract

Abstract

 Puskesmas as first-rate health facilities provide health services so that is the spearhead for health development at the sub-district level, health services for both healthy and sick people, both for outpatient and inpatient services. Therefore, the quality of health services is important in the organization of health services because it can improve the efficiency and effectiveness of health services, increase public acceptance of health services and can protect health service providers from possible legal claims. Therefore, this study aims to analyze the quality of patient service of outpatients participating Social Insurance Administrative Agency (BPJS) at Pitumpanua Health Center Wajo Regency. The method used is descriptive quantitative. Data collection techniques used questionnaires, document review and interviews. The populations in this study were all outpatients of BPJS members who visited from March to May 2017, with a sample size of 147 people using purposive sampling and data were analyzed using frequency tables. The results of this study indicate that the service of outpatients participating Social Insurance Administrative Agency at Pitumpanua Health Center of Wajo Regency is  in  the  rank  of  good  quality,  seen  from  the  dimension  of  requirement,  procedure, service  time,  executive  competence,  implementer  behavior,  service  announcement, suggestions and inputs. However, to improve the quality of service then there are some things that are suggested and still require attention such as the convenience of the polyclinic unit, the speed of service time at the counter card, the explanation of the function information and the way of drug consumption on the service in the medicine room, information on the types of services available in each outpatient room, and to increase the availability of suggestion boxes in the outpatient room.

Keywords: Service Quality, Social Insurance Administrative Agency, Puskesmas.