Study of PT Askes Members Satisfaction in the Performance of the Customers Perspektif on the Program of Social Health In Semarang City Year 2006 (Qualitative Study)

Abstract

Approaching strategy that is used to measure performance at PT Askes in Semarang Branch is Balanced Scorecard. That is a framework of a performance measurement, which uses not only the performance standard of finance, but also standard of customer, process of internal business, learning, and growing. A customers perspective is a leading indicator in framework of Balanced Scorecard. If customers are not satisfied, they will look for another producer that can fulfill their necessity. Therefore, PT Askes Members satisfaction on the program of social health insurance in Semarang City needs to be evaluated. Aim of this research was to describe a satisfaction of PT Askes member in Semarang City as the performance of the customer’s perspective that comprised services at PT Askes, Health Center, Hospital, Dispensary, and Optical. This was the descriptive research using a qualitative approach. Number of respondent was 10 persons. They were the active member (a government officers) and the pension who got services at both PT Askes and other providers. In-depth interview was done to get data. Analysis of data used a qualitative way. The result of this research shows that services, which have not satisfied a member are as follows : (a) At PT Askes, there is still any unfriendly officer. (b) At Out patient Unit, there is not good communication between an officer and a member about cost of a diagnostic supporting, not appropriate prescription with DPHO, not appropriate work time, and late in giving services; (c) At inpatient Unit, there is not good communication between a patient and a nurse in using of medicine and serving of good. (d) At Dispensary, there is not available a health insurance medicine which is suggested by a doctor, lack of information media, and not proper waiting room. Sumber Utama : www.mikm.undip.ac.id