Model Problems Effectiveness of Handling System Complaints of National Health Warranty Service in the Office of the Social National Security Agency Province of Southeast Sulawesi, Indonesia

Abstract

Currently public service is required to compete in fulfilling and providing the best service for the community. Quality public services will be a key indicator of customer satisfaction. The national health insurance program (NHI) is implemented in 2014 by the National Social Security Implementing Agency, it is expected that by 2019 it will reach Universal Health coverage, so that prompt, timely and sustainable service will be the public's expectation in general. The objective of the research is to analyze the effectiveness of complaint handling system of Card Membership Services at the National Social Security Implementing Agency (SSIA) Office of Southeast Sulawesi Province, to model problem and solution of effectiveness problem of complaint handling of health service of National Social Security. Type of qualitative research, using case study approach. Informants are patients and SSIA officers. Data collection using in-depth interviews, observation and document review. The result of the research shows that the handling of complaints of NHI membership service in SSIA office has not been fully effective. In its implementation, there are problems in service mechanism including lack of clarification of the officer about the handling of complaints, lack of complaints handling solution, lack of clarity of complaint handling information, lack of sympathy handling complaints, lack of accuracy of complaint handling, lack of speed of complaint handling, not as desired, and some Handling convoluted complaints. Conclusion; the implementation of complaint handling of  NHI membership service in SSIA office still less effective, there are some problems faced that is on organizational behavior aspect and service mechanism. Recommendation; the need for SSIA Parties to improve policy, improve service management, education and training for officers, and fulfillment of service resource needs