Service Condition of Customer Service Inhealth Admision RSUP Dr. Mohammad Hoesin Palembang when Serves BPJS Patient in 2014

Authors

  • K M Dimas Alphiano Medical Profession Faculty of Sriwijaya University
  • M Zulkarnain Public Health Department of Sriwijaya Unversity
  • Rizma Adlia Syakurah Public Health Department of Sriwijaya Unversity

DOI:

https://doi.org/10.19166/med.v7i5.2474

Keywords:

customer service, Inhealth Admision, service condition, Quality of service

Abstract

Introduction : Health Service includes administrative service. In RSUP Dr. Mohammad Hoesin Palembang, it is implemented by Customer Service Inhealth Admision. To describe the service condition of Customer Service Inhealth Admision when serves BPJS patients in 2014 based on the quality of service which are reliability, responsiveness, emphaty, tangible, and assurance and how it actualized them, it is necessary in depth interview and observation in Customer Service Inhealth Admision RSUP Dr. Mohammad Hoesin Palembang.

Method : This study used observation and in depth interview with respondents, which were chosen purposively. The data were then transcribed and analysed for themes using deductive content analysis.

Result : Service condition of Customer Service Inhealth Admision RSUP Dr. Mohammad Hoesin Palembang in 2014 is the service condition which are reliable and responsive, making efforts to actualize emphaty, tangible, and assurance aspects when serves the patients either BPJS or general before they hospitalized in RSUP Dr. Mohammad Hoesin Palembang.

Conclusion : Customer Service Inhealth Admision requires improvement, in particular the queue system for the patients who want to find their bed before they hospitalized. Employee of Customer Service Inhealth Admision should enhance their efforts to actualize emphaty and assurance aspects when serve the patients.

References

Introduction : Health Service includes administrative service. In RSUP Dr. Mohammad Hoesin Palembang, it is implemented by Customer Service Inhealth Admision. To describe the service condition of Customer Service Inhealth Admision when serves BPJS patients in 2014 based on the quality of service which are reliability, responsiveness, emphaty, tangible, and assurance and how it actualized them, it is necessary in depth interview and observation in Customer Service Inhealth Admision RSUP Dr. Mohammad Hoesin Palembang.

Method : This study used observation and in depth interview with respondents, which were chosen purposively. The data were then transcribed and analysed for themes using deductive content analysis.

Result : Service condition of Customer Service Inhealth Admision RSUP Dr. Mohammad Hoesin Palembang in 2014 is the service condition which are reliable and responsive, making efforts to actualize emphaty, tangible, and assurance aspects when serves the patients either BPJS or general before they hospitalized in RSUP Dr. Mohammad Hoesin Palembang.

Conclusion : Customer Service Inhealth Admision requires improvement, in particular the queue system for the patients who want to find their bed before they hospitalized. Employee of Customer Service Inhealth Admision should enhance their efforts to actualize emphaty and assurance aspects when serve the patients.

Downloads

Published

2020-06-11

Issue

Vol. 8 No. 3 (2019): June 2019

Section

Clinical Research

License

Authors who publish with this journal agree to the following terms:

1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC-BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website). The final published PDF should be used and bibliographic details that credit the publication in this journal should be included.