The Analysis of Hospital Service to Patients Covered by National Social Insurance Program in Indonesia

This study intends to reveal public service degree performed by hospitals in providing services with Social Insurance Administrator Healthcare Program (SIAHP) in Indonesia. This research was conducted at six hospitals in Indonesia. A series of in-depth interviews were conducted to explore all forms of individual or collective perception of hospital services include responsiveness, assurance, tangibles, accessibility, empathy, reliability, personal attention, convenience, measuring perception services and customer service expectations, improving services and lowering costs, valuing customers, and clarity. The interviews were conducted with ten key persons, consisted of patient (P), patient’s family (F), nurse (N), doctor (D), resident doctor (R) and employee (E). The result showed that health services for SIAHP patients was less satisfying particularly the level on registration services, polyclinic services, pharmacy services, payment services, laboratory services, and outpatient and inpatient services. The patient’s dissatisfaction occurred because of the time of service, the availability of prescribed medicines. Therefore, hospital management needs to pay special attention to the service process to ensure the patients obtain optimal service.