Satisfaction Assessment on Healthcare Service of COB Healthcare Social Security Agency Patient in Hospital X

^{Authors: 1}Rike Mia Novita, ²Ernawaty

Faculty of Public Health, Universitas Airlangga

Email: rikemiano@gmail.com

Abstract

Coordination of Benefit (COB) is a process of two or more insurers who warrant the same person for the same health insurance benefit. COB Healthcare Social Security Agency patient’s visit has been increasing in the last 3 years but the percentage of healthcare services utilization was below the normative standard (10.4%). This research aimed to assess satisfaction of COB Healthcare Social Security Agency patient in Hospital X. This research conducted on 28 respondent as the research sample which visited the outpatient unit in Hospital X. This was descriptive analytic research with cross sectional design. Research result showed that reliability and assurance indicator of COB Healthcare Social Security Agency patient in Hospital X satisfaction categorized as bad while in tangible, empathy and responsiveness indicator categorized as good or the patient satisfied. The result of this research could be used as an evaluation related to the healthcare service utilized by the COB Healthcare Social Security Agency patient in Hospital X. Research from this research hopefully could increase the visit and utilization of healthcare services by the COB Healthcare Social Security Agency patient in Hospital X.

Keyword: Coordination of Benefit, hospital, patient satisfaction

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