AUDIT KOMUNIKASI TENTANG PROGRAM PELAYANAN PASIEN BPJS KESEHATAN (DI RUMAH SAKIT ASRI MEDICAL CENTRE MUHAMMADIYAH YOGYAKARTA)

L UMMAH, SITI IZZATU (2023) AUDIT KOMUNIKASI TENTANG PROGRAM PELAYANAN PASIEN BPJS KESEHATAN (DI RUMAH SAKIT ASRI MEDICAL CENTRE MUHAMMADIYAH YOGYAKARTA). Masters thesis, UPN "Veteran" Yogyajarta.

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Abstract

ABSTRACT
BPJS Health is one of the National Health Insurance (JKN) services served at the AMC
Muhammadiyah Yogyakarta Hospital starting in 2021. Several patients use BPJS Health
insurance, complaining of discrimination in the services they receive. This study aims to
evaluate the communication audit of the BPJS Kesehatan patient service program at AMC
Muhammadiyah Yogyakarta Hospital, then analyze the effectiveness of the BPJS Kesehatan
patient service program and determine appropriate recommendations regarding the
implementation of public service policies. This type of research uses descriptive qualitative
using a combined method. Communication Audit Research About the Health BPJS Patient
Service Program at the AMC Muhammadiyah Yogyakarta Hospital found that the
management of the AMC Muhammadiyah Yogyakarta Hospital refers to the points of the
Minister of Health Regulation No. 71 of 2013 concerning Health Services at the National
Health Insurance in implementing BPJS Health patient services. This is reflected in the
contents of the questionnaire related to service procedures, including registration services,
queues, medical examinations, and the convenience of waiting room facilities. However, it
differs from the Standard Operating Procedure (SOP), which is a limitation in this study,
because the subject does not provide access to research at the hospital's Standard Operating
Procedure (SOP).
Keywords : Communication Audit, BPJS Health Service, RS AMC Muhammadiyah
Yogyakarta
ABSTRAK
BPJS Kesehatan merupakan salah satu Jaminan Kesehatan Nasional (JKN) yang dilayani di
RS AMC Muhammadiyah Yogyakarta mulai tahun 2021. Terdapat beberapa pasien pengguna
jaminan BPJS Kesehatan mengeluhkan adanya diskriminasi pelayanan yang diterima.
Penelitian ini bertujuan untuk melakukan evaluasi dengan audit komunikasi terhadap program
pelayanan pasien BPJS Kesehatan di RS AMC Muhammadiyah Yogyakarta, selanjutnya
menganalisis efektivitas program pelayanan pasien BPJS Kesehatan dan menentukan
rekomendasi yang tepat berkaitan dengan implementasi kebijakan layanan publik. Jenis
penelitian ini menggunakan kualitatif deskriprif menggunakan metode gabungan. Penelitian
Audit Komunikasi Tentang Program Pelayanan Pasien BPJS Kesehatan di RS AMC
Muhammadiyah Yogyakarta menghasilkan temuan bahwa manajemen RS AMC
Muhammadiyah Yogyakarta mengacu pada poin-poin Peraturan Menteri Kesehatan No. 71
Tahun 2013 tentang Pelayanan Kesehatan pada Jaminan Kesehatan Nasional dalam
mengimplementasikan pelayanan pasien BPJS Kesehatan. Hal tersebut tercermin dalam isian
kuesioner terkait prosedur pelayanan baik itu layanan pendaftaran, antrian, pemeriksaan medis
serta kenyamanan fasilitas ruang tunggu. Namun berbeda dengan Standar Operasional
Prosedur (SOP) yang menjadi keterbatasan dalam penelitian ini, dikarenakan subjek tidak
memberikan akses untuk melakukan penelitian pada Standar Operasional Prosedur (SOP)
rumah sakit tersebut.
Kata Kunci: Audit Komunikasi, Pelayanan BPJS Kesehatan, RS AMC Muhammadiyah
Yogyakarta

Item Type: Thesis (Masters)
Uncontrolled Keywords: Audit Komunikasi, Pelayanan BPJS Kesehatan, RS AMC Muhammadiyah Yogyakarta
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Eko Yuli
Date Deposited: 27 Jul 2023 03:11
Last Modified: 27 Jul 2023 03:11
URI: http://eprints.upnyk.ac.id/id/eprint/36592

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