PENGARUH SISTEM MONITOR EVALUASI LAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PESERTA ASURANSI DI RS PANTI NIRMALA
Financing health services through insurance has became increasingly the people's choice. It means that the communities have trusted health insurance provider to financing and cover their health services. Meanwhile, some studies on patient satisfaction, one of them showed that the results of Indonesia ICW observation on the quality of health services which covered by Jamkesmas/JKN (National Health Insurance) participants still showed not good yet, most complaints came from length of the service queue, inconvenience waiting room, and length of surgery queue. Therefore, the purpose of this study was to find out the effect of the monitoring system on the evaluation of health services toward patient of health insurance’s satisfaction in Panti Nirmala Hospital Malang. Healthcare workers would conduct monitoring and evaluation after receive training through FGD on health services standard. The method used in the study is quasi-experiment whereby the sample group was the monitoring and evaluation group and another control group was without monitoring and evaluation. Both groups were health insurance patients which were assessed on their health services satisfactory. The results showed that 90% of the two groups carried out by monitoring and evaluation and those without monitoring and evaluation showed a level of satisfaction very satisfied and satisfied. Both of them did not show a significant difference, with values> α (0.05) on all aspects of satisfaction. One of the factors that could influence was the building character of healthcare workers which transformed to culture of working discipline in paying attention to patients according to service standards.
Keywords: monitor and evaluation, health services, patient satisfaction.