The Handling of User Complains For Social Health Insurance of South Sumatra

Misnaniarti, Misnaniarti and Ainy, Asmaripa (2011) The Handling of User Complains For Social Health Insurance of South Sumatra. In: Seminar Internasional ; The Fifth Postgraduate Forum on Health System and Policy, 18-19 Mei 2011, Universitas Gadjah Mada, Yogyakarta, Indonesia. (Submitted)

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    Background: Social Health Insurance of South Sumatra (Jamsoskes) is an effort to improve the accessibility of health services for the people of South Sumatra, since early 2009. Handling customer complains is a strategy to guarantee the quality customer service. The purpose of this study was to examine the handling of user's Jamsoskes complains. Method: The study is a descriptive with qualitative approach. Primary data was collected through in-depth interviews. Informants were each one person Jamsoskes programme manager at the Health Office in South Sumatra Provincial and Palembang City, manager of health services Jamsoskes in Palembang Bari hospital and Dr. Mohammad Hoesin hospital. Secondary data is the result of user's Jamsoskes complains documentation and follow-up. Result: The study result summarized that during the period of January until September 200961 complains was recorded. There are a total of 42 complais about health services in the Palembang City. Complains were especially about procedure of hospital services. The complains forms are: questions, consultation, and complains concerning dissatisfaction with services provided directly, or through telephone, Short Message Service, letters, and newspapers. The handling of users complaints have been made by way of responding to complains and to minimize grievances by providing relevant explanations. Conclusion: Jamsoskes program managers have been continually monitoring customer complains and facilitate the complains to be submitted to the authorities, and immediately addressed through a prudent approach by each officer and the management which is a form of responsiveness dimension in increasing customer satisfaction. Keywords: Social Health Insurance, complains, users, quality

    Item Type: Conference or Workshop Item (Paper)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Faculty of Public Health
    Depositing User: S.KM, M.KM Misnaniarti Misnaniarti
    Date Deposited: 26 Mar 2013 15:03
    Last Modified: 26 Mar 2013 15:03

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