Kartu Jakarta Sehat (KJS) is one of the public health insurance especially in DKI Jakarta. The quality of the health service must be mantained by healthcare facilities, especially in serving KJS patients, the third class patient. One of the indicator to assess healthcare service quality is by knowing the patient satisfaction level whihc is obtained from the concordance level between the importance of healthcare services for each subindicator, compared with the perception of KJS patient about the healthcare they received. The five subindicators which is reviewed in the assessment of service quality is the reliability, responsiveness, assurance, empathy, and tangibles.
This analytic descriptive study is done with cross-sectional design in 4 wards of Atma Jaya Hospital, namely Melati Ward (the internal medicine ward), Cempaka Ward (obstetric and gynecology ward), Soka Ward (pediatric ward) and Mawar Ward (surgical ward). Using questionnaires, this study is conducted with quantiative approach. The data was analyzed with Importance Performance Analysis (IPA) and
in cartesian diagram.
The result of the satisfaction level of KJS inpatients to the healthcare service quality in Atma Jaya Hospital in 2013 are fall under satisfaction category, because of the concordance level that almost reaching 100% or more, that is 98% for reliability, 96% for responsiveness, 97% for assurance, 101% for empathy and 104% for tangibles.
The comparison of concordance level between the four wards which is the highest is Mawar Ward for reliabilty dimension 104%, responsiveness dimension 99%, assurance dimension 100% and empathy dimension 105%, whereas for tangibles dimension is Cempaka Ward with 107%. The comparison of concordance level between the four wards which is the lowest is Cempaka Ward for reliabilty dimension 93%, responsiveness dimension 93%, and assurance dimension 99%, for empathy dimension are Cempaka Ward and Melati Ward with 99% each, whereas for tangibles dimension is Melati Ward with 105%. |