Analysis of Quality Service Chronic Disease Management Programs and Satisfaction Participants Club by Using the Importance Performance Analysis Method

Authors

  • Palji Alpala Yasrin Universitas Hangtuah Pekanbaru
  • Jasrida Yunita Universitas Hang Tuah Pekanbaru
  • Nurvi Susanti Universitas Hang Tuah Pekanbaru

DOI:

https://doi.org/10.25311/keskom.Vol9.Iss3.1549

Abstract

Every year, the working area of Gunung Toar Community Health Center views an increase in the number of patients suffering from diabetes mellitus and hypertension. However not everyone with hypertension and diabetes mellitus received prolanis, and neither the Gunung Toar Community Health Center nor BPJS Health have evaluated the quality of prolanis services. The research's objective was to use the Importance Performance Analysis (IPA) method to assess participant satisfaction and the quality of services provided by the chronic disease management program.  It is a mixed-methods research design. The study was carried out in May and June of 2022 in the working area of the Gunung Toar Community Health Center in Kuantan Singingi Regency. There were 533 individuals in the population. Importance Performance Analysis was used for both quantitative analysis, with a sample of 100 respondents, and qualitative analysis, with five informants conducted through in-depth interviews. Based on the study's findings, it was discovered that participant satisfaction was 96.51% overall, officer reliability was 92.68%, responsiveness was 97.45%, physical evidence was 99.50%, assurance was 98.18%, and empathy was 96.02%. More personnel in charge of prolanis in each club, a stronger prolanis team, increased cross-sectoral support, better management of accountability document archiving, and regular, quarterly, and annual evaluations of prolanis operations are still required.

Downloads

Download data is not yet available.

References

Idris. F. (2014). Pengintegrasian Program Preventif Penyakit Diabetes Melitus Tipe 2 PT Askes (Persero) ke Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS Kesehatan). J Indon Med Assoc : Volume 64. Nomor 3. 115-121

BPJS Kesehatan. (2014). Panduan Praktis Program Pengelolaan Penyakit Kronis (Prolanis). Jakarta.

Dinas Kesehatan Kabupaten Kuantan Singingi. (2021). Profil Kesehatan Kabupaten Kuantan Singingi Tahun 2021.

Pohan, Imbalo S. (2006). Jaminan Mutu Pelayanan Kesehatan, Dasar-dasar Pengertian dan Penerapan. Jakarta: EGC

Pohan, Imbalo S. (2006). Jaminan Mutu Pelayanan Kesehatan, Dasar-dasar Pengertian dan Penerapan. Jakarta: EGC

Fauziah, R., & Indrawati, F. (2022). Kepuasan Pasien Terhadap Pelayanan Program Pengelolaan Penyakit Kronis (Prolanis) Selama Pandemi Covid-19. Indonesian Journal of Public Health and Nutrition, 2(1), 83-92

Sumiyanti, N. M., & Dalem, A. A. G. A. P. (2016). Strategi Komunikasi Perawat Dalam Meningkatkan Kepuasan Pasien Di Instalasi Rawat Inap Rumah Sakit Umum Daerah Wangaya Kota Denpasar. Jurnal Kajian Ilmu Komunikasi, 12(1), 1–14.

Nepe, Ludia. (2017). Hubungan Pelayanan Kesehatan dengan Kepuasan Pasien Peserta BPJS di Rumah Sakit Umum Daerah Kefamenanu Kabupaten Timor Tengah Utara. Jurnal Nursing News Vo. 2 No. 2, 2017

Herlambang, S. (2012). Cara Mudah Memahami Manajemen Kesehatan dan Rumah Sakit. Yogyakarta: Gosyen Publishing

Muninjaya, A.A Gede. (2014). Manajemen Mutu Pelayanan Kesehatan. Jakarta: EGC

Gata, W., H. Gilang, O. (2017). Analysis of Information System Quality of Service On BSI Academy’s Environment Using Webqual Methods, Importance Performance Analysis And Fishbone, Jurnal Of Theoretical and Applied Information Technology Volume 95. Nomor 2. 229-241

Divonanda, A. (2020). Analisis Kepuasan Pasien Terhadap Pelayanan Petugas Di Puskesmas Tanjung Medan. Tesis. Program Studi S2 Ilmu Kesehatan Masyarakat Sekolah Tinggi Ilmu Kesehatan Hang Tuah. Pekanbaru.

Mohamed, B., & Azizan, N. A. (2015). Perceived service quality’s effect on patient satisfaction and behavioural compliance. International Journal of Health Care Quality Assurance, 28 (3), 300–314.

Purnamasari, P, D. (2017). Hubungan Program Pengelolaan penyakit Kronis (Prolanis) Terhadap Status Kesehatan Penderita Hipertensi. Skripsi. Program Studi S1 Ilmu Keperawatan Sekolah Tinggu Ilmu Kesehatan Insan Cendikia Jombang.

Putri, I. G. A. D. T., & Hardy, I. P. D. K. (2022). Dimensi Mutu Pelayanan Terhadap Kepuasan Peserta Prolanis Di Puskesmas Kota Denpasar. Jurnal Kesehatan Terpadu, 6(1), 27-33.

Suhaeti, dkk (2016). Deskripsi Mutu Pelayanan dan Kepuasan Pasien Hipertensi Peserta Prolanis BPJS Di Puskesmas Pataruman III Kota Banjar.

Supranto, Johannes. (2011). Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.

UPTD Kesehatan Puskesmas Gunung Toar. (2021). Profil UPTD Kesehatan Puskesmas Gunung Toar Tahun 2021.

Winda Bata, Y. (2013). Hubungan Kualitas Pelayanan Kesehatan dengan Kepuasan Pasien Pengguna Askes Sosial pada Pelayanan Rawat Inap Di RSUD Lakipadada Kabupaten Tana Toraja Tahun 2013. Jurnal Universitas Hasanuddin,1-12.

Submitted

2023-05-28

Accepted

2023-11-29

Published

2024-01-16

How to Cite

1.
Yasrin PA, Yunita J, Susanti N. Analysis of Quality Service Chronic Disease Management Programs and Satisfaction Participants Club by Using the Importance Performance Analysis Method. J Keskom [Internet]. 2024 Jan. 16 [cited 2024 Feb. 23];9(3):577-8. Available from: https://jurnal.htp.ac.id/index.php/keskom/article/view/1549

Most read articles by the same author(s)

1 2 3 > >>