Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/16352
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dc.contributor.advisorIrwan-
dc.contributor.advisorAngelia, Nina-
dc.contributor.authorPrasetyo, Edi-
dc.date.accessioned2021-12-30T07:39:09Z-
dc.date.available2021-12-30T07:39:09Z-
dc.date.issued2021-09-
dc.identifier.urihttps://repositori.uma.ac.id/handle/123456789/16352-
dc.description65 Halamanen_US
dc.description.abstractSalah satu bentuk pelayanan publik yang dilaksanakan oleh pemerintah adalah pemenuhan kebutuhan kesehatan masyarakat melalui Program Jaminan Kesehatan Nasional BPJS. Namun dalam proses pemberian pelayanan yang dilakukan masih terdapat beberapa permasalahan yang sering terjadi seperti adanya pelayanan yang buruk yang diberikan oleh petugas rumah sakit kepada pasien BPJS serta sarana dan prasarana yang kurang memadai. Salah satu rumah sakit kelas B di Kota Binjai yang bekerjasama dengan BPJS Kesehatan yaitu Rumah Sakit Umum Daerah Dr. R.M Djoelham Kota Binjai. Namun dalam proses memberikan pelayanan pasien BPJS RSUD Dr. R.M Djoelham Kota Binjai belum maksimal. Oleh karena itu dibutuhkan responsivitas pelayanan publik agar pelayanan yang di berikan oleh pihak rumah sakit terhadap pasien BPJS lebih memuaskan.Secara umum penelitian ini bertujuan untuk menganalisis responsivitas pelayanan kesehatan di RSUD Dr. R.M Djoelham Kota Binjai. Penelitian ini menggunakan pendekatan deskriptif kualitatif. Adapun pengumpulan data yang digunakan adalah observasi, wawancara dan dokumentasi yang dilakukan sekitar satu bulan. Hasil penelitian menunjukkan bahwa secara umum Tingkat Responsivitas Pelayanan Publik Pasien BPJS RSUD Dr. R.M Djoelham yang diukur menggunakan indikator yang dikemukakan oleh Zeithaml yang terdiri atas: kemampuan merespon, kecepatan melayani, ketepatan melayani, kecermatan melayani, ketepatan waktu melayani sudah baik, namun dalam indikator kemampuan menanggapi keluhan ada beberapa yang perlu menjadi perhatian dari pihak RSUD Dr. R.M Djoelham seperti kenyamanan pasien dan fasilitas rumah sakit. One form of public service carried out by the government is the fulfillment of public health needs through the BPJS National Health Insurance Program. However, in the process of providing services, there are still some problems that often occur, such as poor service provided by hospital staff to BPJS patients and inadequate facilities and infrastructure. One of the B class hospitals in Binjai City in collaboration with BPJS Health is the Regional General Hospital Dr. R.M Djoelham, Binjai City. However, in the process of providing services for BPJS patients at RSUD Dr. R.M Djoelham has not been optimal. Therefore, public service responsiveness is needed so that the services provided by the hospital to BPJS patients are more satisfying. In general, this study aims to analyze the responsiveness of health services in RSUD Dr. R.M Djoelham, Binjai City. This research use desciptive qualitative approach. The data collection used was observation, interviews and documentation which was carried out for about one month. The results showed that in general the level of responsiveness of public services for BPJS patients at RSUD Dr. R.M Djoelham as measured using the indicators put forward by Zeithaml which consists of: the ability to respond, the speed of service, the accuracy of the accuracy, the accuracy of the service, the timeliness of serving are good, but in the indicators of the ability to respond to complaints there are several things that need attention from the RSUD Dr. R.M Djoelham such as patient comfort and hospital facilities.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.subjectResponsivitasen_US
dc.subjectPelayanan Publiken_US
dc.subjectPeserta BPJSen_US
dc.subjectResponsivenessen_US
dc.subjectPublic Servicesen_US
dc.subjectParticipant BPJSen_US
dc.titleResponsivitas Pelayanan Publik (Studi Kasus Pelayanan Pasien Bpjs Rumah Sakit Umum Daerah Dr. R.M Djoelham Kota Binjai)en_US
dc.title.alternativeResponsiveness of Public Services (Case Study of Bpjs Patient Services at Dr. R.M Djoelham Regional General Hospital, Binjai City)en_US
dc.typeSkripsi Sarjanaen_US
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