KUALITAS PELAYANAN PASIEN RAWAT JALAN PROGRAM JKN DI PUSKESMAS SEDATI KABUPATEN SIDOARJO

Abstract

The rising number of National Health Insurance (JKN) participants and the high volume of outpatient visits at Puskesmas Sedati, Sidoarjo Regency, challenge the maintenance of service quality, even though Community Satisfaction Survey (SKM) scores remain very good. However, public reviews on Google Review reveal a gap between administrative assessments and patients' actual experiences, particularly regarding staff communication attitudes. This study aims to describe the quality of outpatient services under the JKN Program at Puskesmas Sedati using the SERVQUAL model, covering five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The research applies a qualitative method with a descriptive approach, with data collected through interviews with patients, health workers, and service management at Puskesmas Sedati. Results show that the tangible dimension has run well, although seating capacity during visit surges and queue speaker clarity still need improvement. The reliability dimension has run very well, with service procedures consistently following standard operating procedures. The responsiveness dimension is considered not yet optimal due to limited use of complaint channels by patients. The assurance dimension has run very optimally, supported by certainty of service schedules and free-of-charge financing under JKN provisions. Meanwhile, the empathy dimension has run fairly well, although consistency in staff friendliness and courtesy across all service units still needs evaluation. Overall, the quality of JKN outpatient services at Puskesmas Sedati is categorized as good, with recommendations for improving physical facilities, promoting complaint mechanisms, and ensuring consistent staff service attitudes across all units.