EFEKTIVITAS PELAYANAN KARTU INDONESIA SEHAT (KIS) DI KOTA PEMATANG SIANTAR (STUDI KASUS RSUD DR. DJASAMEN SARAGIH)

چکیده

This study aims to analyze the effectiveness of health services for patients holding the Indonesia Health Card (KIS) at RSUD Dr. Djasamen Saragih. This research is motivated by the importance of providing quality health services to the community, particularly for participants of the national health insurance program. This study employed a qualitative research method with a descriptive approach. Data collection techniques were conducted through interviews, observations, and documentation involving key informants, main informants, and additional informants. Data analysis was carried out using the qualitative analysis model proposed by John W. Creswell, which includes data reduction, data display, and conclusion drawing. The results of the study indicate that health services for KIS cardholders at RSUD Dr. Djasamen Saragih have generally been implemented quite effectively. This can be observed through several indicators of public service effectiveness according to Mahmudi, namely the accuracy of service targets, timeliness of service delivery, service quality, and patient satisfaction. The hospital has implemented patient data verification procedures and a referral system to ensure that services are provided to eligible KIS participants. In terms of service time, waiting periods still occur due to the high number of patients and certain technical constraints in the service process. Meanwhile, the quality of services provided by healthcare workers is considered quite good as they deliver services in a friendly, communicative, and professional manner according to healthcare standards. The level of patient satisfaction also indicates that most patients feel helped by the healthcare services provided by the hospital. Therefore, it can be concluded that health services for KIS cardholders at RSUD Dr. Djasamen Saragih have been quite effective, although improvements are still needed in terms of service speed and the availability of healthcare facilities