PENGARUH MUTU PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS PELAIHARI TAHUN 2021
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Institusion
Universitas Islam Kalimantan M A B Banjarmasin
Author
RAHAYU, ANISA
Subject
RA Public aspects of medicine
Datestamp
2021-10-12 02:55:01
Abstract :
Menurut data WHO untuk Wilayah Asia Tenggara pada tahun 2018 menunjukkan bahwa sekitar 55% pengguna jasa pelayanan kesehatan merasa tidak puas terhadap pelayanan yang diberikan . Penelitian bertujuan mengetahui pengaruh mutu pelayanan terhadap kepuasan pasien BPJS di Puskesmas Pelaihari Tahun 2021. Metode penelitian survey analitik dengan pendekatan cross sectional. Populasi semua pasien BPJS yang berkunjung ke Puskesmas Pelaihari pada bulan Januari sampai April tahun 2021 sebanyak 1.815 orang. Sampel sebanyak 95 responden menggunakan teknik accidental sampling. Uji statistik menggunakan uji Analisis Regresi Logistik. Hasil penelitian sebanyak 79 orang (83,2%) menyatakan puas. Kehandalan (reliability) sebanyak 86 orang (90,5%) menyatakan setuju. Ketanggapan (responsiveness) sebanyak 84 orang (88,4%) menyatakan puas. Jaminan (assurance) sebanyak 85 orang (89,5%) menyatakan setuju. Empati (empathy) sebanyak 82 orang (86,3%) menyatakan setuju. Bukti nyata (tangible) sebanyak 84 orang (88,4%) menyatakan setuju. Ada pengaruh kehandalan (reliability) terhadap kepuasan pasien BPJS dengan p-value=0,005. Ada pengaruh ketanggapan (responsiveness) terhadap kepuasan pasien BPJS dengan p-value=0,040. Tidak ada pengaruh jaminan (assurance) dengan p-value=0,333, empati (empathy) dengan p-value=0,333, bukti nyata (tangible) dengan p-value=0,664 terhadap kepuasan pasien BPJS di Puskesmas Pelaihari Tahun 2021. Disarankan Puskesmas dapat meningkatkan pelayanan dalam dimensi jaminan terutama dalam menjaga privasi pasien, dimensi empati untuk tidak membeda-bedakan status pasien dan memberikan semangat dan doa untuk kesembuhan pasien, serta dalam dimensi bukti nyata lebih meningkatkan lagi ketersediaan air terutama di kamar mandi/wc. According to WHO data for the Southeast Asia Region in 2018 it shows that around 55% of health service users are dissatisfied with the services provided. This study aims to determine the effect of service quality on BPJS patient satisfaction at the Pelaihari Health Center in 2021. The research method is an analytical survey with a cross sectional approach. The population of all BPJS patients who visited the Pelaihari Health Center from January to April 2021 was 1,815 people. A sample of 95 respondents used the accidental sampling technique. Statistical test using Logistic Regression Analysis test. The results of the study as many as 79 people (83.2%) expressed satisfaction. Reliability (reliability) as many as 86 people (90.5%) agreed. Responsiveness as many as 84 people (88.4%) expressed satisfaction. As many as 85 people (89.5%) agreed. Empathy (empathy) as many as 82 people (86.3%) agreed. Tangible evidence as many as 84 people (88.4%) agreed. There is an effect of reliability on BPJS patient satisfaction with p-value = 0.005. There is an effect of responsiveness on BPJS patient satisfaction with p-value = 0.040. There is no effect of assurance with p-value = 0.333, empathy with p-value = 0.333, tangible evidence (tangible) with p-value = 0.664 on BPJS patient satisfaction at the Pelaihari Health Center in 2021. It is recommended that the Puskesmas can improve services in the dimension of assurance, especially in maintaining patient privacy, the dimension of empathy not to discriminate against patient status and providing encouragement and prayer for the patient's recovery, as well as in the dimension of tangible evidence to further increase the availability of water, especially in the bathroom/WC.
Menurut data WHO untuk Wilayah Asia Tenggara pada tahun 2018 menunjukkan bahwa sekitar 55% pengguna jasa pelayanan kesehatan merasa tidak puas terhadap pelayanan yang diberikan . Penelitian bertujuan mengetahui pengaruh mutu pelayanan terhadap kepuasan pasien BPJS di Puskesmas Pelaihari Tahun 2021. Metode penelitian survey analitik dengan pendekatan cross sectional. Populasi semua pasien BPJS yang berkunjung ke Puskesmas Pelaihari pada bulan Januari sampai April tahun 2021 sebanyak 1.815 orang. Sampel sebanyak 95 responden menggunakan teknik accidental sampling. Uji statistik menggunakan uji Analisis Regresi Logistik. Hasil penelitian sebanyak 79 orang (83,2%) menyatakan puas. Kehandalan (reliability) sebanyak 86 orang (90,5%) menyatakan setuju. Ketanggapan (responsiveness) sebanyak 84 orang (88,4%) menyatakan puas. Jaminan (assurance) sebanyak 85 orang (89,5%) menyatakan setuju. Empati (empathy) sebanyak 82 orang (86,3%) menyatakan setuju. Bukti nyata (tangible) sebanyak 84 orang (88,4%) menyatakan setuju. Ada pengaruh kehandalan (reliability) terhadap kepuasan pasien BPJS dengan p-value=0,005. Ada pengaruh ketanggapan (responsiveness) terhadap kepuasan pasien BPJS dengan p-value=0,040. Tidak ada pengaruh jaminan (assurance) dengan p-value=0,333, empati (empathy) dengan p-value=0,333, bukti nyata (tangible) dengan p-value=0,664 terhadap kepuasan pasien BPJS di Puskesmas Pelaihari Tahun 2021. Disarankan Puskesmas dapat meningkatkan pelayanan dalam dimensi jaminan terutama dalam menjaga privasi pasien, dimensi empati untuk tidak membeda-bedakan status pasien dan memberikan semangat dan doa untuk kesembuhan pasien, serta dalam dimensi bukti nyata lebih meningkatkan lagi ketersediaan air terutama di kamar mandi/wc. According to WHO data for the Southeast Asia Region in 2018 it shows that around 55% of health service users are dissatisfied with the services provided. This study aims to determine the effect of service quality on BPJS patient satisfaction at the Pelaihari Health Center in 2021. The research method is an analytical survey with a cross sectional approach. The population of all BPJS patients who visited the Pelaihari Health Center from January to April 2021 was 1,815 people. A sample of 95 respondents used the accidental sampling technique. Statistical test using Logistic Regression Analysis test. The results of the study as many as 79 people (83.2%) expressed satisfaction. Reliability (reliability) as many as 86 people (90.5%) agreed. Responsiveness as many as 84 people (88.4%) expressed satisfaction. As many as 85 people (89.5%) agreed. Empathy (empathy) as many as 82 people (86.3%) agreed. Tangible evidence as many as 84 people (88.4%) agreed. There is an effect of reliability on BPJS patient satisfaction with p-value = 0.005. There is an effect of responsiveness on BPJS patient satisfaction with p-value = 0.040. There is no effect of assurance with p-value = 0.333, empathy with p-value = 0.333, tangible evidence (tangible) with p-value = 0.664 on BPJS patient satisfaction at the Pelaihari Health Center in 2021. It is recommended that the Puskesmas can improve services in the dimension of assurance, especially in maintaining patient privacy, the dimension of empathy not to discriminate against patient status and providing encouragement and prayer for the patient's recovery, as well as in the dimension of tangible evidence to further increase the availability of water, especially in the bathroom/WC.
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