COMPARISON SERVICES QUALITY OF PATIENT COMMUNITY HEALTH INSURANCE WITH PUBLIC HEALTH CENTER DEMPO KENTEN PALEMBANG

Abstract

Background: Quality health service can provide a satisfactory service for service users. Clinic Kenten and Clinic Dempo have made good improvement, but the increases arenot accompanied by increased utilization. Therefore, this study aims to know service quality in how the General Our Patient Clinic Kenten and Clinic Dempo Public Health Center of Palembang City.

Method: This is quantitative research while the data collected is cross-sectional data. The data processed by using SPSS program and performed univariate and bivariate analysis. This sample patients of community health insurance in General Our Patient Clinic Kenten and Clinic Dempo Public Health Center of Palembang City, from January – March 2011 with 97 people.

Result: The results of these studies show that Mann-Whitney test of the five dimensions obtained 2 dimensional quality that no significant differences in patient satisfaction levels are the dimensions reliability (p-value= 0,002) and tangibles (p-value= 0,000) and three-dimensional Jamkesmas that do not show a significant relationship are the dimensions responsiveness (p-value=0,706), assurance (p-value=0,494), and empathy (p-value=0,054)

Conclusion: There are two dimensions that have different levels of reliability and satisfaction are the dimensions of Physical Evidence Advice to the Health Center Kenten to improve the performance of the dimensions of responsiveness and physical evidence. While the Health Center of dimension Dempo reliability, responsiveness, empathy. Way to supervise the implementation of the services provided and to reward staff who excel.

Keywords: The satisfaction of patient, Quality of service, Community health insurance.