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Policy Brief

PENGARUH KUALITAS PELAYANAN PUSKESMAS TERHADAP

KEPUASAN PASIEN PENGGUNA KARTU

PEMELIHARAAN KESEHATAN MASYARAKATSURAKARTA (PKMS)

DI SURAKARTA

Oleh:

AHMAD AMSORI

!"#$"#

KELAS MPK A

PROGRAM STUDI MAGISTER KESEHATAN MASYARAKAT

FAKULTAS ILMU KESEHATAN MASYARAKAT

UNIVERSITAS MALAHATI

TAHUN 2016

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Pendahuluan

Pe%eri&'h %el*&& e+i,& Pro-r% .%i&& Pe%elihr& Ke*eh'&

M*yr' Mi*i&/ 0&'0 %e&,%i& *e* 1e&2020 %i*i& 'erh21 1ely&& e*eh'&/3

Pro-r% i&i 2i*ele&--r& oleh De1r'e%e& Ke*eh'& %ell0i 1e&0-*& e12 PT A*e*

(Per*ero) +er2*r& SK No%or #"4Me&e* 4SK45I4#$$"/ 'e&'&- 1e&0-*& PT A*e*

(Per*ero) 2l% 1e&-elol& 1ro-r% 1e%elihr& e*eh'& +-i %*yr' %i*i&3 U&'0

%e&-hi&2ri e*lh1h%& 2l% 1e&,%i&& 'erh21 %*yr' %i*i& y&- %eli10'i

*&-' %i*i&/ %i*i& 2& %e&2e'i %i*i&/ 1ro-r% i&i +er-&'i &% %e&,2i .AMINAN

KESEHATAN MASYARAKAT y&- *el&,0'&y 2i*e+0' .AMKESMAS 2e&-& 'i2 2

1er0+h& ,0%lh **r&3

Ke&y'&&y %*ih +&y %*yr' %i*i& y&- +el0% 'er'%10&- 2l% 1ro-r%

.AMKESMAS3 Oleh re& i'0 2i1erl0& e+i,& *'r'e-i* *e1er'i y&- 2il0& Pe%o'

S0rr' Yi'0 Pro-r% Pe%elihr& Ke*eh'& M*yr' S0rr' (PKMS) 2e&-& o&*e1

D& A&--r& Pe&21'& Bel&, Derh (APBD) o' S0rr'/ A2&y 1er& 'if

%*yr' (Pe&2f'r& *ecr 'if)/ Di 200&- 2e&-& Per2 &o36 'h0& #$$7 'e&'&-

Re'ri+0*i Pely&& Ke*eh'&3 T0,0& 2ri PKMS 2lh %e%+eri& ,%i&& 1e%elihr&

e*eh'& +-i *el0r0h %*yr' S0rr'/ *ehi&-- %e&2oro&- '0%+0h&y %*yr' y&-

*eh' 2& 1ro20'if3 U&'0 %e&ci1'& %*yr' S0rr' y&- *e,h'er3

Pro-r% PKMS %0li +erl0 *e%e&, '&--l # .&0ri #$$63 Pe&2f'r& e1e*er'&

2il0& %ell0i &'or U&i' Pely&& 'er120 (UPT)/ %ell0i *e%0 Kel0rh&3 M*yr'

y&- +erh 0&'0 %e&,2i 1e*er' 2lh %*yr' o' S0rr' y&- *02h +er2o%i*ili

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%i&i%l 8 +0l& y&- 2i+0'i& 2e&-& Kr'0 T&2 Pe&20203 PKMS +erl0 0&'0 *e%0

ly&& e*eh'& 2*r 2i *e%0 10*e*%*/ +i i'0 y&- %el0& r9' ,l&/ %010& ,0-

y&- r9' i&13 PKMS ,0- %e&-coer 1er*li&& &or%l y&- 2il0& 2i P0*e*%* r9'

i&1 '0 2i RSD Ko'3

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HASIL

3 ;ri+el Tangible+er1e&-r0h 1o*i'if 2& *i-&ifi& 'erh21 e10*& 1*ie& PKMS3 Hl i&i

+err'i ,i tangible 2i'i&-'& % & %e&i&-'& e10*& 1*ie& P0*e*%*

1e&--0& r'0 PKMS3

+3 ;ri+elReliability +er1e&-r0h 1o*i'if 2& *i-&ifi& 'erh21 e10*& 1*ie& 1e&--0&

r'0 PKMS3 Berr'i ,i Reliabilty%e&i&-'/ % e10*& 1*ie& P0*e*%* 1e&--0&

r'0 PKMS & %e&i&-'3

c3 ;ri+elResponsiveness +er1e&-r0h 1o*i'if 2& *i-&ifi& 'erh21 e10*& 1*ie&

1e&--0& r'0 PKMS3Ar'i&y 1+il ri+le responsiveness 2i'i&-'& %

e10*&1*ie& 1e&--0& r'0 PKMS & %e&i&-' 10l3

23 ;ri+elAssurance +er1e&-r0h 1o*i'if 2& *i-&ifi& 'erh21 'erh21 e10*& 1*ie&

P0*e*%* 1e&--0& r'0 PKMS3 Hl i&i +err'i ,i ri+le assurance %e&i&-'/

%e&ye++& e10*& 1*ie& 10*e*%* 1e&--0& r'0 PKMS %e&i&-'3

e3 ;ri+el emphaty +er1e&-r0h &e-'if 2& *i-&ifi& 'erh21 e10*& 1*ie& PKMS3

Ar'i&y +il ri+le emphaty2i'i&-'& % e10*& 1*ie& 1e&--0& r'0 PKMS &

%e&0r0&3

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f3 ;ri+el y&- 1li&- 2o%i&& 2l% %e%1e&-r0hi e10*& 1*ie& 1e&--0& r'0 PKMS

2lh ri+le A**0r&ce3

Sr&

3 U&'0 %e&-hi&2ri 2e1re*i 12 1*ie&/ he&2&y 2o'er/ 1er9' %010& 1e'0-*

P0*e*%* 'i2 %e&ceri'& *el0r0h 1e&yi' y&- 2i2eri' 1*ie& e12 1*ie& y&-

+er*&-0'&/ 'e'1i 2i*%1i& e12 el0r- 1*ie& 3

+3 Pe&eli'i li& +i* %e&%+h ri+le y&- 2i'eli'i 2i l0r ri+le y&- 2i-0&& 2l%

1e&eli'i& i&i/ 0&'0 %e&-e'h0i e10*& 1*ie& 1e&--0& r'0 PKMS3