The user’s sevice complaints is informations that can be used as an important consideration to improve the performance of service delivery. But many citizens of service users do not complain even though they are not satisfied with the service received. The causes are quite varied such as a low awareness of the user’s right to complain, the reluctance or inability of the users to file a complaint. The low capacity of the citizens of the users or the absence of a simple and simple complaint procedure are two factors that often become the root cause. Providing easy and simple procedures for delivering complaints is the best solution to increase user participation in improving the quality of health care services.
The health insurance participants. community must understand the scope of their rights. The amount of knowledge of the scope of rights is closely related to the success or failure of the program. The awareness of the scope of such rights includes knowledge of the amounts financed, the inpatient class, the type of services borne by the financing and the scope of service. Socio-economic backgrounds such as education, age and the intensity of utilization of health services become an integral part of that. Appropriate dissemination of information is one of the strategic steps to improve people’s understanding. To that end, the scope of the rights of participants is important to know and act upon for the achievement of health insurance goals and objectives.
Kulon Progo Regency is one example of local government that provides health insurance for people known as Regional Health Insurance System (Jamkesda). The system provides health insurance for every Kulon Progo citizen who is not sheltered in Jamkesmas or Jamkesos. In 2013, Jamkesda participants ranks second after Jamkesmas with a total of 26.56% of the population of Kulon Progo which reached 470,198 inhabitants. The existence of Jamkesda program is felt beneficial to the recipient community. However, there are still some problems related to service satisfaction of Jamkesda users. This satisfaction is related to the quality of service that is related to the fulfillment of customer expectations or needs.
Responsiveness is one of the indicators used to measure the performance of public services. Rapid response, good, professional, and aspirational, is needed by the community to meet its expectations of public services. In this policy brief will be discussed about how the responsive behavior (response behavior) that needs to be done by health care providers to serve complaints from service users. Will also be discussed why there are still many omnipotent responses in response to complaints? What caused this to happen? And what should the service provider do?
The realization of decentralization in health services with a health insurance program that ensures all Kulon Progo residents is a good social policy step. However, in the level of the provision of drug services which is a vital aspect of health services, there are still some aspects that need to be improved. Surveys show that patient satisfaction of outpatient users of Health Insurance program is related to aspect of drug availability, professionalism of drug service officer and professional of service registration officer.
Inpatient space capacity within the framework of Health Insurance is a fundamental problem that emerged in the early days of the implementation of the National Health Insurance System in 2014. Efficient use of facilities and medical personnel at the optimal primary service system level is expected to be the answer to the problem, so that the community can be fulfilled its right without sacrificing professionalism and large state financing.
Health insurance services are not uncommon to get complaints from the community related to quality which in some cases is considered still not in accordance with expectations.
So far, various efforts to respond have been done by service providers. However, the improvement efforts do not seem to be integrated among the stakeholders related to the health insurance service system. Therefore, it is important to build a network of stakeholders to overcome the limitations to the effectiveness of better outcomes.
In public policy, the government has a responsibility to be able to create prosperity for all its people (bonum publicum, common good, common wealth). Therefore, public policy is a tool used by the government to create the situation. However, the socio-economic background of the community such as education level, poverty, for example, often makes people less able to understand the policies of the government.
Numbers of public complaints in health services are often found easily in everyday life. Limited public access to obtain clear information about the rights and obligations in a service often backfire for service users to get excellent service quality. On the other hand, although many local governments have provided the media for the community to submit complaints, but have not been fully utilized by their citizens. Survey conducted by the Tifa Foundation and the Department of Management and Public Policy, UGM tried to see how the community’s expectation of regional health insurance (Jamkesda) against the grievance mechanism that has been provided by the government of Kulon Progo Regency.