Hubungan kualitas pelayanan terhadap tingkat kepuasan pasien BPJS

Author(s): Yusra Yusra
DOI: 10.30867/gikes.v1i2.416

Abstract

Background: Quality hospital services are demands that must be met, in improving the quality and satisfaction of the community as service users. Patients tend to make the decision not to re-visit a hospital if the services provided are of low quality. The problem that is often faced by the hospital, in general, is that it has not been able to provide the services that the community really expects. The main factor is because the service has low-quality management.

Purpose: This study aims to measure the relationship of service quality to the satisfaction level of Insurance and Social Security patients at Tanjung Selamat Hospital, Langkat.

Method: The research design was a cross-sectional study at the Tanjung Selamat Hospital, Langkat. The respondents as 43 who were taken by accidental sampling from January to February 2017. Data were collected through interviews and observations using a questionnaire covering demographic data, characteristics, service quality and level of satisfaction. Service quality data processing is given a scoring and is grouped into good, moderate, poor. Patient satisfaction variables were also scored with the classification of satisfied and dissatisfied. Data were analyzed using the chi-square test with CI: 95%.

Results: The service quality at the Tanjung Selamat hospital is still not good (46.5%), with the level of patient satisfaction with the service is still low (58.1%). Statistically, there is a relationship between service quality and BPJS patient satisfaction at Tanjung Selamat Hospital in 2017, with a p-value = 0.001 (p <0.05).

Conclusion: The lack of good service quality is related to the low level of satisfaction of Insurance and Social Security patients at Tanjung Selamat Hospital. Suggestion, the hospital must improve the quality and quality of service through repair and improvement of facilities and infrastructure, education and training for health workers.

Keywords

Hospital; Insurance and Social Security; patient satisfaction; service quality

Full Text:

PDF

References

Antina, R. R. (2016). Analisis kualitas pelayanan terhadap kepuasan pasien peserta BPJS di Puskesmas Pandian Kabupaten Sumenep. JPAP: Jurnal Penelitian Administrasi Publik, 2(02).

Bustan, J. (2012). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Pemerintah Dan Swasta Di Kota Palembang. Orasi Bisnis: Jurnal Ilmiah Administrasi Niaga, 7(1).

Easter, T. C., Wowor, M., & Pondaag, L. (2017). Hubungan pelayanan keperawatan dengan kepuasan pasien BPJS rawat inap di Ruang Hana RSU Pancaran Kasih GMIM Manado. Jurnal Keperawatan, 5(1).

Gasperz, V. (2011). Total Quality Manage-ment untuk Praktisi Bisnis dan Industri (Edisi Revi). Vinchristo Publication.

Gunarsa, S. (2008). Psikologi Perawatan. Gunung Mulia.

Husin, H. (2019). Kepuasan Kerja Perawat. Jurnal Medika: Karya Ilmiah Kesehatan, 2(1), 15–21.

Isvandiari, A., & Purwanto, A. (2017). Pengaruh budaya organisasi, disiplin kerja, dan kepuasan kerja terhadap kinerja karyawan non medis rumah sakit islam malang. Jurnal Ilmiah Bisnis Dan Ekonomi Asia, 11(1), 38–43.

Kemenkes RI. (2013). Peraturan Menteri Kesehatan Republik Indonesia Nomor 69 Tahun 2013, standar Tarif Pelayanan Kesehatan Pada fasilitas kesehatan Tingkat Pertama Dan Fasilitas Kesehatan Tingkat lanjutan Dalam Penyelenggaraan program Jaminan Kesehatan. (Patent No. Nomor 69).

Kemenkes RI. (2014). Pedoman pelaksana Jaminan Kesehatan Nasional. Kementrian Kesehatan RI.

Muninjaya, A. G. (2011). Manajemen Mutu Pelayanan Kesehatan. Penerbit Buku Kedokteran (EGC).

Ratna Sari, C., Suharto, S., & Pramono, D. (2012). Hubungan Ketersediaan Fasilitas, Keramahan, Lama Pelayanan, Usia dan Tingkat Pendidikan terhadap Pemilihan Tempat Pemberi Pelayanan Kesehatan Pada Peserta Askes (Studi Kasus di Wilayah Kerja Puskesmas Pandanaran Kota Semarang). Fakultas Kedokteran.

Saputra, M., Marlinae, L., Rahman, F., & Rosadi, D. (2015). Program jaminan kesehatan nasional dari aspek sumber daya manusia pelaksana pelayanan kesehatan. KEMAS: Jurnal Kesehatan Masyarakat, 11(1), 32–42.

Saputro, A. D. (2015). Hubungan Kualitas Pelayanan Kesehatan dengan Kepuasan Pasien Rawat Jalan Tanggungan BPJS Dirumah Sakit Bethesda Yogyakarta. Universitas Muhammadiyah Surakarta.

Trarintya, M. A. P. (2011). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Word Of Mouth (Studi Kasus Pasien Rawat Jalan Di Wing Amerta RSUP Sanglah Denpasar). In Universitas Udayana Denpasar. Universitas Udayana Denpasar.

Utama, A. (2003). Analisis pengaruh persepsi kualitas pelayanan terhadap kepuasan pelanggan rumah sakit umum cakra husada Klaten. Jurnal Opsi, 1(2), 96–110.

Wulandari, C., & Saptaputra, S. (2016). Faktor yang Berhubungan dengan Pemanfaatan Pelayanan Kesehatan di UPTD Puskesmas Langara Kecamatan Wawonii Barat Kabupaten Konawe Kepulauan Tahun 2016. (Jurnal Ilmiah Mahasiswa Kesehatan Masyarakat), 1(3).

Yustisia, T. P. (2014). Panduan resmi memperoleh jaminan kesehatan dari BPJS. VisiMedia.

DOI: http://dx.doi.org/10.30867/gikes.v1i2.416

Refbacks

  • There are currently no refbacks.