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"ABSTRACTPublic Hospital (RSUD) of Banten Province, as the Province Referral Hospital, is required to always improve the quality of service in every line to achieve excellent service and also to give satisfaction to the public. Public satisfaction is one of the goals that must be considered by Banten Province Public Hospital because one indicator in achieving the success of health services is the achievement of public satisfaction. On this basis, it is important for the Banten Province Public Hospital to make measurements on the public satisfaction. Related to that, this study aims to find out the quality of public services in Banten Province Public Hospital, which is measured through Public Satisfaction Index (IKM), including problems faced in the provision of public health services in Banten Province Public Hospital. The research method used is survey method with a quantitative descriptive approach. The data is obtained through questionnaires, observations, and documentation. The sample size is 100 people, which is determined by quota sampling technique. The results showed that quantitatively, the quality of public service in Banten Province Public Hospital based on Public Satisfaction Index reached 75.71, which is qualitatively categorized as good. Although it has been categorized as good, of the ten elements assessed, there are some elements that need to get serious attention, namely elements of information, complaint handling, the behavior of service personnel, service time, and supporting elements."

"Meningkatnya Usia Harapan Hidup UHH di Indonesia telah meningkatkan jumlah populasi lansia. Pada 2016, jumlah lansia di Indonesia mencapai lebih dari 7 total penduduk. Meningkatnya UHH menyebabkan angka kesakitan karena penyakit degeneratif semakin tinggi. Akses lansia terhadap pelayanan kesehatan penting untuk diperhatikan karena lansia rentan menderita sakit dan disabilitas. Angka kesakitan lansia tahun 2015 sebesar 25,05 , meningkat dari 24,8 pada tahun 2014. Tujuan penelitian ini untuk mengetahui determinan yang berhubungan dengan pemanfaatan pelayanan kesehatan rawat jalan pada lansia. Penelitian ini merupakan analisis kuantitatif menggunakan data sekunder Susenas 2016 dengan desain potong lintang terhadap 48.971 lansia yang mengalami keluhan kesehatan. Hasil penelitian menunjukan bahwa 58,32 lansia sakit memanfaatkan pelayanan rawat jalan ke FKTP, FKTL, dan fasilitas kesehatan formal lainnya. Faktor yang berhubungan dengan pemanfaatan rawat jalan pada lansia adalah usia lebih dari 90 tahun, kepemilikan jaminan, regional, status ekonomi, rasio puskesmas, jarak ke FKTP, jarak ke FKTL, riwayat rawat inap, status rokok, gangguan aktivitas, dan keparahan keluhan. Gangguan aktivitas merupakan faktor yang paling berhungan dengan pemanfaatan rawat jalan lansia. Saran dari studi ini adalah menerapkan strategi jemput bola agar banyak lansia memanfaatkan Posyandu lansia, memperkuat program home care bagi lansia renta maupun lansia tidak mandiri. Selain itu, memperluas cakupan jaminan kesehatan untuk lansia miskin, meningkatkan jumlah Puskesmas santun lansia, serta meningkatkan koordinasi lintas sektor dalam menciptakan lingkungan yang ramah lansia dan mendukung program kesehatan lansia.

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Life expectancy in Indonesia has improved, consequently it increased number of elderly population in Indonesia. In 2016, the number of elderly people reached more than 7 of the total population. In addition, the number of morbidity due to degenerative diseases is increase. In 2015, the morbidity rate of elderly people in Indonesia was 25.05 , increased from 24.8 in 2014. Health conditions of the elderly and their access to care are important for policy makers to develop a better plan This study was conducted to determine the use of outpatient health services among elderly. This research was using secondary data from Susenas 2016. The study design was cross sectional covering 48,971 elderly in Indonesia who experienced perceived health symptom. The results of the study showed that 58.32 of sick elderly used outpatient services to the primary care FKTP , secondary care FKTL , and other formal health facilities. Factors related to the utilization of outpatient health services by elderly were age more than 90 years , health insurance, regional, economic status, availability of health centers, distance to health facilities, history of hospitalization, smoking status, activity disorder and perceived severity of illness. Disorder in doing daily activity is the dominant factor that related to the use of outpatient care among the elderly. This study suggests to initiate effort that proactively involve elderly to utilize Posyandu, strengthen home care program, increase number of elderly friendly health center, expand health insurance coverage for poor elderly, and improve cross sectoral coordination in creating elderly friendly environment as well as supporting elderly health program."

"Kementerian Kesehatan melaksanakan program peningkatan kinerja sumber dayakesehatan melalui pendidikan dan pelatihan; khususnya pelatihan tenaga pelayanankesehatan tradisional; melalui pelatihan pelayanan akupresur bagi Puskesmas; namunpelayanan akupresur belum berjalan di Puskesmas. Di Kota Jakarta Selatan Puskesmasyang sudah menyelenggarakan pelayanan akupresur hanya dua 2 . Penelitian ini adalahpenelitian kualitatif; dan bertujuan untuk menganalisis kebijakan dan implementasipelaksanaan pelayanan akupresur di Puskesmas serta hambatannya. Informan dalampenelitian berjumlah 11 orang; yaitu Kementerian Kesehatan; Sudinkes Jakarta Selatan;Kepala Puskesmas; Dokter poli; pelaksana program. Metode pengumpulan data melaluiWM dan telaah dokumen. Hasil penelitian dari komponen input sudah berjalan; adanyadukungan Kepala Puskesmas; SOP pelayanan; dan SK penugasan namun belum optimalrotasi staf menjadi salah satu kendala; komponen output dan outcome belum optimal.Aspek komunikasi kejelasan dan konsistensi belum efektif tentang informasi regulasikebijakan yang ada dari penentu kebijakan kepada pelaksana; aspek pembiayaan belumdidukung peraturan daerah; aspek birokrasi masih kurang koordinasi dan sosialisasikebijakan dari Dinas Kesehatan ke Sudinkes dan Puskesmas.

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The Ministry of Health is implementing programs to improve the performance of healthresources through education and training; especially training of traditional health careworkers; through the training of acupressure services for Primary Health Care; butacupressure service has not been run in Primary Health Care. In South Jakarta; PrimaryHealth Care that have been providing acupressure service are only two 2. Thisresearch is a qualitative research; and aims to analyze the policy and implementation ofacupressure service in Primary Health Care and its obstacles. Informants in the studyamounted to 11 people; namely the Ministry of Health; Sudinkes South Jakarta; Head ofPrimary Health Care; Doctor; program implementer. Methods of data collection throughWM and document review.

The result of research of input component have beenrunning; existence of support of Head of Puskesmas; service SOP; and SK ofassignment but not optimal rotation of staff become one of obstacle; component ofoutput and outcome not yet optimally. The communication aspect clarity andconsistency has not been effective about the existing policy regulation informationfrom the policy makers to the implementers; the financing aspect has not been supportedby local regulations; the bureaucratic aspects are still lacking coordination and thepolicy socialization from the Health Service to tribe of health service and PrimaryHealth Care. "

"ABSTRAKBenefit for the middle-class elderly are generally distributed through such social insurance programs as Social Security Old Age Insurance and Medicare. The inclusion of long-term nursing home services for the elderly in Medicaid provides an opportunity to gauge the relationship of the "middle class" to a means-tested public assistance program. This article develops the analysis by focusing on the nature of the recent changes in financial eligibility, the use of so-called Medicaid planning strategies by the elderly to gain eligibility, and a discussion of competing scenarios for the evolution of these policies in the near future. The analysis finds that the middle-class elderly are both an elusive socioeconomic group and a powerful cultural symbol which simultaneously constrains and supports their inclusion as recipients of Medicaid nursing home coverage."

"Kepuasan pasien merupakan salah satu indikator untuk menilai keberhasilan layanan rumah sakit yang berguna memberikan feedback bagi pihak manajemen, karena dengan mutu pelayanan yang baik akan dapat memberikan kepuasan. Kepuasan pasien sendiri akan memberikan dampak minat beli ulang pasien dan promosi bagi rumah sakit. Latar belakang penelitian ini adalah kinerja rawat inap RS. Bella yang menurun dan belum adanya informasi mengenai kepuasan pasien beserta hubungannya dengan minat pemanfaatan ulang. Tujuan penelitian ini adalah untuk mengetahui gambaran kepuasan pasien terhadap pelayanan rawat inap dan minat pemanfaatn ulang serta hubungan keduanya. Desain penelitian adalah cross sectional dengan dengan analisis deskriptif dan merupakan penelitian survey terhadap 120 orang pasien yang dirawat di RS. Bella dengan menggunakan kuisioner Parasuraman dkk yang telah disesuaikan dengan kondisi rumah sakit. Kuisioner berisi lima dimensi mutu Servqual yaitu tangibility, reliability, responsiveness, assurance, dan emphaty. Dari hasil penelitian menunjukkan bahwa semua variabel mutu Servqual mempunyai hubungan yang erat dengan kepuasan pelanggan. Metode Servqual bisa digunakan sebagai alat ukur kepuasan pasien terhadap mutu pelayanan di rumah sakit. Hasil penelitian menunjukkan bahwa persentase tertinggi dari kepuasan responden terdapat pada dimensi assurance, dimana 62.5 % responden menyatakan puas dan 37.5% menyatakan tidak puas. Kepuasan tertinggi kedua ada pada dimensi emphaty (51.7%), urutan selanjutnya adalah kepuasan dimensi tangibility (46.7%), dan dimensi reliability (45.8%). Kepuasan terendah ada pada dimensi responsiveness yaitu hanya 40.8% responden yang menyatakan puas sedangkan 59.2% menyatakan tidak puas. Responden yang berminat untuk pemanfaatan ulang pelayanan rawat inap sebanyak 82 orang (68.3%) orang, dan yang tidak berminat sebanyak 38 responden (31.7%). Hasil penelitian diharapkan dapat digunakan oleh Rumah Sakit sebagai salah satu alat untuk menyusun strategi dalam perbaikan mutu pelayanan.

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Patient satisfaction is one of the indicators for measuring hospital service and giving feedback for management, because of good service quality will give satisfaction, in the other hand patient satisfaction will give effect for reutilization interest and hospital promotion.

Background : Hospital effort achievement still low. Surely it’s a challenge for hospital in its effort facing competitions. And ther is no informationabout patient satisfaction related to reuse interest.

Objectives of this research is to describe patient satisfaction and inpatient reutilization interest and the relationship between both.

Method : descriptive analysis with cross sectional design and interviewing to 120 patients. Research methodology is quantitative analysis with univariate analysis, and bivariate analysis (Fisher Test and Parasuraman Corelations).

Results : The results of study are the highest patient satisfaction is dimension of assurance and the lowest satisfaction is dimensions of responsiveness. The results of statistic test are dimension tangibility, responsiveness, assurance and emphatyhave significantly relationship to re- use interest of inpatient care services. Beside that patient satisfactions survey as a tool for observing hospital service quality."

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