EVALUASI MUTU PELAYANAN PASIEN RAWAT JALAN PESERTA BPJS DI RUMAH SAKIT BHAYANGKARA BRIMOB TAHUN 2025: STUDI PADA PELAYANAN POLI SPESIALIS PENYAKIT DALAM

Elisa Tri Utami, . (2025) EVALUASI MUTU PELAYANAN PASIEN RAWAT JALAN PESERTA BPJS DI RUMAH SAKIT BHAYANGKARA BRIMOB TAHUN 2025: STUDI PADA PELAYANAN POLI SPESIALIS PENYAKIT DALAM. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The quality of healthcare services plays a key role in improving patient satisfaction and supporting the success of the National Health Insurance (JKN) program. Bhayangkara Brimob Hospital serves a high number of BPJS outpatients, particularly in the Internal Medicine Clinic. This study aims to evaluate the service quality using a qualitative descriptive analysis approach through interviews, observations, and document review. Findings show that inputs such as human resources, facilities, and technology are generally adequate. The service process follows clinical guidelines with flexibility in adjusting to elderly or chronically ill patients. Obstacles include delayed doctor arrivals, high workload, and limited digital literacy among older patients. The output indicates a high level of patient satisfaction, with performance indicators reaching 90% throughout 2024—mainly due to effective communication by medical staff. However, waiting times and information transparency remain issues. The study recommends continuous quality improvement through staff training, strengthening hospital information systems, and optimizing service management.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110713066] [Pembimbing: Cahya Arbitera] [Penguji 1: Een Kurnaesih] [Penguji 2: Putri Permatasari]
Uncontrolled Keywords: Service Quality, BPJS, Outpatient Care, Patient Satisfaction, Quality Evaluation
Subjects: R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: Fakultas Ilmu Kesehatan > Program Studi Kesehatan Masyarakat (S1)
Depositing User: ELISA TRI UTAMI
Date Deposited: 23 Jul 2025 07:02
Last Modified: 23 Jul 2025 07:02
URI: http://repository.upnvj.ac.id/id/eprint/37720

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