PERBANDINGAN TINGKAT KEPUASAN PASIEN UMUM DENGAN PENGGUNA KARTU ASKES DI PELAYANAN DOKTER KELUARGA PT. ASKES

Abstract

Background : Family Physician is to meet the needs of the first level health services. Having a partnership with several physician, PT Askes build up family physician program since 2003 and in Semarang started since 2009. Family physicians could serve both general patients and Askes card users. Customers’ satisfaction is the main success factor of a program, so its level needs to be assessed. Method : This is an observational study with cross-sectional design conducted in several places in Semarang during May to July 2011. In the waiting room or after the inspection, patients are carried out filling a questionnaire to assess their satisfactory levels The aspects that were assessed were reliability,responsiveness, assurance, empathy, and tangible. Satisfactory level of general patients and Askes’ card users were assessed and then were compared. Result : Obtained 21 general patients and 24 Askes’ card users. There were significant differences in the aspect of responsiveness (89.6% to 76.5%) and tangibles (97.1% to 88.6%). While there were no significant differences in the aspect of reliability (94.3% to 91.7%) assurance (90.4% to89.9%) and empathy (85.1% to 95.4%). Conclusion : There are significant differences between satisfactory level of general patients and Askes card users. Average point of general patients is 94.0% while the Askes’ card users is 88.6%. Keywords: satisfaction, family physician, Askes