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Kata Kunci: Kepuasan Pelanggan, Badan Usaha, BPJS Kesehatan
Based on Peraturan BPJS Kesehatan No.1 tahun 2014, BPJS require the participation of enterprises in the JKN (National Health Insurance Program). However, from the data obtained by researchers, in the Tangerang area of total 7707 enterprises, there are 1185 enterprises that have not signed up in BPJS Kesehatan Tangerang. The purpose of this study to known perception of the enterprises related their membership of BPJS Kesehatan Tangerang. The research is use qualitative study using in-depth interview techniques to key informants that the HRD company or company representative that is used to dealing with BPJS. Variables studied using the theory of three attributes of customer satisfaction by Dutka which product attributes, service attributes, attributes the purchase and added with Tafal theory that rules and sanctions. Results from the study show that the coverage of the enterprises in the JKN is influenced by the perception of enterprises. Perception Enterprises against BPJS diverse, both in terms of services in health facilities and services of an employee in the office BPJS Tangerang. Enterprises that have signed up BPJS be a participant because BPJS is compulsory and compulsion of regulation. For those entities that have not signed up for the service provided has not been good BPJS and objecting to the burden of dues to be paid to BPJS. .This Is due to a lack of understanding of the values that applied to the program JKN, as well as personnel expenses BPJS Tangerang are not balanced by the number of participants to be served.
Key words: Customer Satisfication, enterprises, BPJS Kesehatan
Langkah awal untuk memperbaiki kinelja, program monitoring efek samping obat (MESO) harus mengembangkan perencanaan program yang sesuai dengan visi dan misi Direktorat Penilaian Obat dan Produk Biologi yang tertuang pada Perencanaan Program MESO Nasional Tahun 2003-2007. Untuk dapat menyusun perencanaan program MESO, dilakulkan penelitian operasional dengan analisis data kualitatif berupa metode wawancara mendalam dan analisis data kuantitatitj dibantu dengan peramalan. Teknik penyusunan perencanaan dilakukan melalui tiga tahap. Tahap pertama meliputi peninjauan visi dan misi Direktorat Penilaian Obat dan Produk Biologi, analisis lingkungan eksternal dan intemal program MESO, evaluasi faktor lingkungan esktemal dan intemal dengan menggunakan matriks EFE dan IFE. Tahap kedua meliputi penetapan tujuanjangka panjang program MESO sarnpai tahun 2007 dan penctapan altematif kebijakan operasional dengan menggunakan matriks SWOT dan IE. Pada tahap ketiga dilakukan penetapan kebijakan operasional terbaik menggunakan matriks QSPM. Selanjutnya ditentukan kegiatan, termasuk tujuan, indikator dan pembiayaan yang sesuai bagi posisi program MESO. Dari hasil penelitian, pada pemilihan altcmatif kebijakan operasional berdasarkan hasil dari matriks IE, memperlihatkan posisi program MESO pada kuadran V yang berarti strategi yang disarankan pada posisi Hold and Maintain dengan strategi yang dianjurkan adalah slntegi penetrasi pasar dan strategi pengembangan produk. Penelitian ini menyimpulkan bahwa dalam memanfaatkan peluang yang ada, program MESO harus mengatasi kelemahan karakteristik intemal. Strategi yang dapat dilakukan adalah rneningkatkan sosialisasi kepada tenaga kesehatan, meningkatkan kemitraan dengan Panitia Fannasi dan Terapi di rumah sakit, meningkatlcan efektilitas sistem monitoring, pembenahan manajemen, sosialisasi ke masyarakat, mcningkatkan penelusuran inforrnasi efek samping obat intemasional dan mengembangkan sistem reward. Untuk implementasi program disarankan agar terlebih dahulu melakukan advokasi kepada pihak pengambil keputusan, untuk selanjutnya perencanaan program ini disosialisasikan kepada seluruh pimpinan dan staf yang terkait dengan program MESO.
In order to improve its perfonnance, adverse drug reaction monitoring program should initially develop adequate planning program, which is in accordance with vision and mission of the Directorate of Drug and Biological Product Evaluation. Activities of this program should be compiled in a document called National Monitoring, of Adverse Drug Reaction Planning Program Year 2003 - 2007. Therefore, the aim of this study was to formulate the plan using operational research approach with qualitative data analysis method such as indepth interview and observation as well as quantitative data analysis. The study was conducted in three stages, in which the iirst stage covers vision and mission development as well as internal and extemal analysis. On the second stage, the decision makers (using Concensus Decision Making Group process) determined long term objectives until 2007 and determined operational policy which was obtained from SWOT and IE analysis. On the third stage, the best operational policy was determined by QSPM. Furthcnnore, activities including goals, indicators and budget were indentitied. The result of the study indicates that adverse drug reaction monitoring program can be seen in the filth quadrant of IE matrix, hence it can be advised to use Hold and Maintain Strategy with market penetration and product development. It was concluded that, in improving adverse drug reaction monitoring program any opportunities should be made use of, while intemal capability should' be strengthened. To achieve the objective of the program, some strategies should be improved among others sosialization of the program to health providers, cooperation with Pharmacy and 'Therapeutic Committee at hospital, improving cffectivity of monitoring system, management improvement, sosialization/marketing effort to community and updating infomiation on adverse drug reaction from intemational sources. In addition, reward system should also be developed. To implement the program, it is recommended to advocate the decision makers initially, furthermore the planning program should be socialized to all of managers and staff involve in adverse drug reaction monitoring program.