Pelayanan Kesehatan Berkeadilan dan Kepuasan Pasien Masyarakat Miskin

Wibowo, Nugroho Mardi and Widiastuti, Yuyun and Panglipursari, Dwi lesno (2015) Pelayanan Kesehatan Berkeadilan dan Kepuasan Pasien Masyarakat Miskin. In: Forum Manajemen Indonesia (FMI 7), 10-12 November 2015, Hotel Discovery Ancol & Kep. Seribu Jakarta.

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Abstract

The Government is committed to providing health coverage to the poor. However, reality shows that health care to poor people is often not in line with expectations. The purpose of this study was to develop a model of health care for the poor based on justice and analyze the influence of health care based on justice, on patient satisfaction. This research sample totaled 234 patients of poor families in the Regional General Hospital (RGH) in Sampang, Bangkalan, Pamekasan, Bondowoso and Situbondo. Results of testing the hypothesis by using Partial Least Square (PLS) found that interactional and informational justice effect on patient satisfaction significantly. The RGH already provide health services based on distributive and procedural justice fine to patients poor families. However, because of communication and knowledge patient of poor families, RGH are not good service impressed so had no impact on patient satisfaction. The RGH need to create a standard operational procedure (SOP) of the work culture related to the interaction between doctors, nurses and non-medical personnel with all patients, especially for patients with poor families.

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