IMPORTANCE PERFORMANCE ANALYSIS KUALITAS PELAYANAN KESEHATAN PASIEN RAWAT JALAN PESERTA JAMINAN KESEHATAN NASIONAL DI PUSKESMAS INDRALAYA TAHUN 2018
Daftar Isi:
- The number of NHI participants’s outpatient visits in Indralaya Primary Health Center in 2017 was 63.06% of NHI participants total. The data of quarter indicated the tendency of fluctuating visitation, It showed that the quality of health service in Indralaya Primary Health Center wasn’t optimal. Improving the quality of health services aimed to make health services no longer centered in hospitals, but health services would be focused on First Level Health Services in Primary Health Center. This study aimed to analyze the level of attributes conformity health service’s quality on outpatients NHI participants in Indralaya Primary Health Center 2018. This type of research was descriptive quantitative, used analysis of Importance Performance Analysis (IPA). Sample in this study was outpatient of NHI participants numbered 122 people with sampling technique that was accidental sampling. Data was collected by questionnaire of expectation (importance) and reality (performance) each consist of 8 service quality dimension with 30 attribute of statements. The results showed that the overall of conformity level in this study were 94.16%. There were 5 (five) dimensions of 8 patient dimensions that weren’t satisfied with service had given that were effectiveness dimension (93,14%), physical evidence/direct evidence (91,93%), reliability (93,86%), responsiveness (93.07%), and guarantee (93.24%). Based on the analysis with cartesian diagram it could be concluded that from 30 attributes, there were 4 attributes in A quadrant , 12 attributes in B quadrant, 11 attributes in C quadrant, and 3 attributes in D quadrants. Suggestions for Indralaya Primary Health Center should be more complement, preparing and improving the cleanliness of the health equipments which were used and health employees in Indralaya Primary Health Center are expected to respond quickly for patients serving.