Survei Kepuasan dan Manajemen Keluhan Pasien Diabetes Melitus terhadap Pelayanan Kesehatan Prolanis Askes di Rumah Sakit Pemerintah Propinsi Sumatera Barat

Background. Indonesia is one of the countries which have increasing of prevalence of diabetes mellitus rapidly. The number of people with diabetes is increasing every 150-200 person everyday. High health care cost and low of productivity is the impact if controlling the Diabetes Mellitus is neglected. ASKES as provider of health insurance in Indonesia has a program called disease management program for diabetes mellitus (Prolanis). The program has not been evaluated since 2010. Analysis both of patient satisfaction and management complaint are needed as an indicator for high quality of health care. The aim of the study is to analyze patient satisfaction and management of complaint for diabetes mellitus patient who has ASKES insurance in Dr.M Jamil hospital West Sumatera Methods. A survey conducted in Dr. M Jamil Hospital. Total of respondent are 100 ambulatory patients of Diabetes Melitus. The technique of sampling is consecutive sampling. The analysis of patient satisfaction uses servqual analysis with 10 dimentions of quality care and Kartesius’s diagram. The complaint management analysis uses 6 dimentions of Commonwealth Ombudsman’s Office, and gap analysis. Result. The score of patient satisfactions as ambulatory patient in diabetes melitus health care in Dr. M Jamil Hospital is 44%. It is lower than the government quality standart for health care. The result of the the study, Kartesius’s diagram shows that there are 4 atributs need to be improved such as capacity of the nurse in promoting and preventing of diabetes mellitus; the pharmacist should give more information of medicine’s schedule and taking care of medicine; schedule meeting the doctor is not on time; the doctors are coming late; and they do not to see the same doctor every meeting. The score of perception in complaint handling is 79.8%. There is unequity distribution of score in 4 dimentions which are Fairness, Responsiveness, Effectiveness, Access (such as improper manner from the nurse when patient complains, the socialisation of complaint ...