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Alice Anjarsari, Alice
Bagian Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Jember

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INDEKS KEPUASAN MASYARAKAT PENGGUNA JASA PELAYANAN KESEHATAN UPT. UNEJ MEDICAL CENTER (UMC) UNIVERSITAS JEMBER TAHUN 2007 Khoiri, Abu; Nuryadi, Nuryadi; Anjarsari, Alice
IKESMA Vol 5, No 2 (2009)
Publisher : FKM - UNEJ

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Abstract

UPT. UNEJ Medical Center (UMC) is one of the health service provider institutions in Jember. Patient satisfaction is one indicator of the quality of services provided by health providers. Patient satisfaction is also an investment to get more patients and have a high loyalty. Therefore UPT. UMC requires the satisfaction index to identify the extent service user satisfaction levels of services. Community satisfaction index consisting of 14 essential elements which valid and reliable as the minimum elements that must exist. The purpose of this study was to describe the user community satisfaction index of health services in UPT. UMC. Design research using observational studies because they did not give a treatment of the respondent. While time-based research using cross-sectional approach. Respondents research were patients of UPT. UMC as many as 94 people. Results obtained research data and information that the community satisfaction index of UPT. UMC was 68.72 which included in a good performance category. Keywords : Community Satisfaction Index, Health Services, UPT. UMC.
Analisis Mutu Pelayanan Rawat Inap Menggunakan Jendela Pelanggan di RSUD Kalisat Jember Wibowo, Eko Hari; Sidemen, IGN Arya; Anjarsari, Alice
IKESMA Vol 5, No 1 (2009)
Publisher : FKM - UNEJ

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Abstract

The inpatient service at Kalisat General Hospital has been a prominent product for the community in Kalisat and its vicinity. However, the service exploiting was  not yet optimal. BOR of the hospital in the years 2007 equal to 59% where was still under from ideal BOR of hospital that is 75%-85%. The research aims to analyzed the  inpatient service quality based on customer window analysis. The research was using cross sectional survey design through questionnaires. Sample research represents a total population at range of time 16-25 June 2008 amounting to 109 respondents. The research result showed that the percentage of concurrence between expectation and service to input equal to 90.60% and process equal to 96.16%. Based on distribution of 30 factors on the customer window diagram, there are 8 factors on A quadrant where is put as first priority for improvement, 15 factors on B quadrant where is  the service performance is needed to be defended, 2 factors on C quadrant where is needed to promote this important to the patient, and 5 factors on D quadrant  where is getting the low priority for improvement. Keywords: expected and perceived service, inpatient service quality, customer window
DEMAND MASYARAKAT KECAMATAN SUKORAMBI TERHADAP PELAYANAN KESEHATAN PUSKESMAS SUKORAMBI DI KABUPATEN JEMBER Nurjana, Nurjana; Nuryadi, Nuryadi; Anjarsari, Alice
IKESMA Vol 4, No 2 (2008)
Publisher : FKM - UNEJ

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Abstract

The demand of residents of Sukorambi sub-district for health care of Public Health Center (Puskesmas) at the sub-district decreased by 0.82% on 2007, and the target of 50% public visit could not be fulfilled. The objective of this research is to analyze the demand of residents of Sukorambi sub-district for health care that are provided by the Puskemas of Sukorambi sub-district in relation with the sub-district’s characteristics of demography, residents’ trust in health care, frequency of disease infection, residents’ level of knowledge as well as residents’ level of income. This study uses a descriptive method of survey of which the sample-taking procedure is by means of proportional allocation and simple random sampling technique. The results of research indicate that the percentage of residents of Sukorambi sub-district who had the demand for health care of the Puskesmas was 59.05%, whereas the residents who did not have the demand for health care of the Puskesmas was  40.95%. The majority of residents of Sukorambi sub-district who had the demand for health care of the Puskesmas was female, that was 53.51%, of which the highest percentage was elderly residents–that was 53.89%, had trust in the medical services–that reached 89.62%, had less frequency of disease infection–that was 54.72%, had a high level of knowledge–that was 72.69%, and had a relatively low income–that reached 53.77%.   Keywords: demand, residents, health care