Ambar Dwi Erawati, Astika Riski Krisnasari, Iqbal Safiudin, Katarina Nona Dida, Zanuba Ulin Nuha, Andreas Jatmiko

STUDI DESKRIPTIF PENANGANAN KELUHAN UNIVERSAL HEALTH COVERAGE (UHC) DI DINAS KESEHATAN KOTA SEMARANG

Introduction

Studi deskriptif penanganan keluhan universal health coverage (uhc) di dinas kesehatan kota semarang. Studi penanganan keluhan Universal Health Coverage (UHC) di Dinas Kesehatan Kota Semarang. Mengevaluasi efektivitas sistem pengaduan, tantangan, dan rekomendasi peningkatan kualitas layanan.

Abstract

Universal Health Coverage (UHC) merupakan program yang dapat memastikan masyarakat mendapatkan akses pelayanan kesehatan secara merata. Dinas Kesehatan Kota Semarang memiliki peran menyusun pengelolaan dan monitoring implementasi UHC. Penanganan keluhan secara cepat dan tepat meningkatkan kualitas pelayanan dapat tercapai, dan kepercayaan masyarakat terhadap program UHC dapat terbangun. Penelitian ini berfokus pada mekanisme penanganan keluhan dalam program UHC di Kota Semarang, dengan tujuan mengevaluasi efektivitas sistem pengaduan dan penyelesaiannya. Penelitian ini menggunakan metode deskriptif dengan pendekatan kualitatif, di mana data primer diperoleh melalui wawancara dengan staf Dinas Kesehatan Kota Semarang dan analisis dokumen pengaduan dari kanal resmi seperti SAPA MBAK ITA dan Hotline UHC. Hasil penelitian menunjukkan bahwa keluhan peserta UHC di Kota Semarang umumnya terkait kepesertaan dan pelayanan kesehatan. Dari total 11 kasus yang tercatat, 90,91% berhasil diselesaikan sesuai target, sementara 9,09% masih belum tertangani secara optimal. Kanal pengaduan SAPA MBAK ITA menjadi jalur utama penyampaian keluhan masyarakat. Meskipun tingkat penyelesaian keluhan tergolong tinggi, masih terdapat hambatan administratif yang menyebabkan keterlambatan dalam aktivasi kepesertaan dan akses layanan kesehatan. Oleh karena itu, peningkatan efisiensi dalam pengelolaan data, koordinasi antar instansi, serta optimalisasi kanal pengaduan menjadi aspek penting dalam meningkatkan kualitas layanan UHC.

Review

This study, "STUDI DESKRIPTIF PENANGANAN KELUHAN UNIVERSAL HEALTH COVERAGE (UHC) DI DINAS KESEHATAN KOTA SEMARANG," addresses a critical aspect of public health service delivery: the effective handling of complaints within the Universal Health Coverage (UHC) program. Given the UHC's mandate to ensure equitable access to healthcare, the prompt and accurate resolution of public grievances is paramount for enhancing service quality and fostering community trust. The research focuses specifically on the mechanisms of complaint handling for UHC participants in Semarang City, aiming to evaluate the effectiveness of the existing complaint system and its resolution processes, thereby contributing valuable insights into local governance of a nationwide health initiative. Employing a descriptive qualitative approach, the study gathered primary data through interviews with staff at the Semarang City Health Office and a detailed analysis of complaint documents sourced from official channels, namely SAPA MBAK ITA and the UHC Hotline. The findings reveal that complaints predominantly revolve around issues of UHC membership and direct health services. Out of eleven recorded cases, a commendable 90.91% were resolved within the targeted timeframe, with SAPA MBAK ITA identified as the primary avenue for public complaints. However, the study also highlights that 9.09% of cases remained unresolved optimally, indicating persistent challenges despite the high overall resolution rate. While the study commendably demonstrates a high success rate in complaint resolution, it critically identifies lingering administrative hurdles as a significant factor causing delays in membership activation and access to health services. This bottleneck suggests that even efficient complaint systems can be undermined by underlying bureaucratic inefficiencies. The authors astutely recommend improvements in data management efficiency, enhanced inter-agency coordination, and the optimization of existing complaint channels as crucial steps to further elevate the quality and responsiveness of UHC services. This research provides a localized, empirical basis for policy improvements, offering actionable insights for the Semarang City Health Office and potentially serving as a model for other regions grappling with similar challenges in UHC implementation.

Full Text

Comments

You need to be logged in to post a comment.