Patient satisfaction analysis of BPJS at the balai makam community health center in bathin solapan subdistrict, bengkalis regency
##plugins.themes.academic_pro.article.sidebar##
Downloads
##plugins.themes.academic_pro.article.main##
Abstract
Patient satisfaction at the Balai Makam Public Health Center in Bathin Solapan Sub-district can be influenced by several issues experienced in healthcare services. To address these issues, this study was conducted with the aim of analyzing the level of patient satisfaction with BPJS (Social Health Insurance) at the Balai Makam Public Health Center. The research utilized a mixed-method approach, involving primary informants who were BPJS patients at the Balai Makam Public Health Center, supportive informants consisting of healthcare providers at the health center, and key informa nts who were responsible for the BPJS Pcare program at the Balai Makam Public Health Center. Primary data were obtained through questionnaires, in-depth interviews, and observations, while secondary data were obtained from profiles, programs, and patient visit reports. Data analysis was conducted using both quantitative and qualitative methods, employing univariate, bivariate, and multivariate analysis techniques. The research findings indicate that the majority of patients (52.1%) were dissatisfied with the provided services. Several factors influenced patient satisfaction at the Balai Makam Public Health Center. Variables significantly associated with patient satisfaction with BPJS at the Balai Makam Public Health Center in Bathin Solapan Sub-district included reliability (p-value 0.002; OR= 7.581), responsiveness (p-value 0.000; OR= 14.069), assurance (p-value 0.000; OR= 20.160), tangibles (p-value 0.001; OR= 4.885), and empathy (p-value 0.000; OR= 18.462). The variable that had the most significant impact on patient satisfaction was responsiveness to services after controlling for the empathy variable. Insufficient responsiveness to service had a risk up to 21 times higher in causing dissatisfaction among BPJS patients at the Balai Makam Public Health Center in Bathin Solapan Sub-district. Interview results indicated that the main factor influencing BPJS patient satisfaction was tangible evidence.
##plugins.themes.academic_pro.article.details##
References
Cahyati, P. (2021). The model of patient satisfaction and trust: a study at BPJS patient. Dinasti International Journal of Education Management And Social Science, 2(3), 513-526.
Cendi, G., Bunet, E., Lolo, W. A., & Rumondor, E. M. (2020). Analisis Kepuasan Pasien Rawat Jalan Terhadap Mutu Pelayanan Kefarmasian Di Puskesmas Tanawangko. Pharmacon, 9(3), 397–403. https://doi.org/10.35799/PHA.9.2020.30024
Dewi, O., Raviola, R., & Sari, N. P. (2021). Analisis Survei Kepuasan Pelanggan Terhadap Mutu Pelayanan Di Rumah Sakit Jiwa Tampan Provinsi Riau. Jurnal Kesehatan Komunitas, 7(1), 117–123. https://doi.org/10.25311/KESKOM.VOL7.ISS1.874
dr Kamal Amiruddin, M. (n.d.). Permenkes (PMK) No.43 Tentang STANDAR PELAYANAN MINIMAL BIDANG KESEHATAN .Pdf. Retrieved August 18, 2023, From Https://Www.Academia.Edu/31827774/Permenkes_PMK_No_43_Tentang_Standar_Pelayanan_Minimal_Bidang_Kesehatan_Pdf
Dwidienawati, D., Arief, M., & Abdinagoro, S. B. (2019). Patient Satisfaction of BPJS Kesehatan Service after Three Years of Program Implementation. Indian Journal of Public Health Research & Development, 10(6).
Gunawan, Y. I., & Saragih, M. (2019). Pengaruh Kualitas Pelayanan Medis Dan Inovasi Layanan Administrasi Terhadap Kepuasan Pasien. Jurnal Manajemen Kewirausahaan, 16(1), 33. https://doi.org/10.33370/JMK.V16I1.301
Imran, I., Yulihasri, Y., Almasdi, A., & Syavardie, Y. (2021). Dampak Kualitas Pelayanan Terhadap Kepuasan Pasien Puskesmas. Jurnal Penelitian Dan Pengembangan Sains Dan Humaniora, 5(3), 389–396. https://doi.org/10.23887/JPPSH.V5I3.4084
Issalillah, F., Rachmawati, E., & Kemarauwana, M. (2021). the Role of Service Quality on Satisfaction of BPJS Participants. JOURNAL OF ENGINEERING AND SOCIAL SCIENCES (JESS), 1(1), 41-47.
Ministry of Health Republic of Indonesia. (2019) Peraturan Menteri Kesehatan Nomor 43 Tahun 2019 tentang Standar Pelayanan Minimal Puskesmas.
Kementerian Kesehatan RI. (2020). Buku Panduan Puskesmas Plus. Jakarta: Kementerian Kesehatan RI.
Kementerian Kesehatan RI. (2021). Peraturan Menteri Kesehatan Nomor 43 Tahun 2019 tentang Standar Pelayanan Minimal Puskesmas. Jakarta: Kementerian Kesehatan RI.
Kosnan, W. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Di Rumah Sakit Umum Daerah Kabupaten Merauke. Jurnal Ekonomi, Bisnis, Dan Akuntansi, 21(4). https://doi.org/10.32424/JEBA.V21I4.1538
Noprianty, R. (2019). Jenjang Karir Perawat dan Kepuasan Pasien terhadap Kualitas Pelayanan Keperawatan. Jurnal Pendidikan Keperawatan Indonesia, 5(2). https://doi.org/10.17509/JPKI.V5I2.17404
Nugraheni, R., & Kirana, G. R. (2018). The analysis quality of service and patient satisfaction participants of health BPJS in interior services in hospital X of Kediri City. Journal of Global Research in Public Health, 3(1), 9-17.
Rusmawati, A., Ellina, A. D., & Widiyanto, E. (2021). Quality Of Health Services With Bpjs Patients Satisfaction In Inpatient Rooms General Hospital University of Muhammadiyah Malang. Journal for Research in Public Health, 2(2), 111-119.
Permenkes No. 43 Tahun 2019. (n.d.). Retrieved August 18, 2023, from https://peraturan.bpk.go.id/Home/Details/138635/permenkes-no-43-tahun-2019
Pradani, E. A., Rohman, F., & Siswanto, S. (2018). Effect of patient-centered care on service quality and satisfaction level of BPJS inpatients in Baptist Hospital Batu. Jurnal Aplikasi Manajemen, 16(1), 89-100.
Prihartini, N., Yuniar, Y., Susyanty, A. L., Puslitbang, R., Daya, S., Kesehatan, P., Litbangkes, B., & Ri, K. (2020). Kepuasan Pasien Rawat Jalan terhadap Pelayanan Kefarmasian di Rumah Sakit dan Puskesmas di 11 Provinsi di Indonesia. Jurnal Kefarmasian Indonesia, 42–49. https://doi.org/10.22435/JKI.V10I1.1697
Putri, L. E., Dachriyanus, D., & Putri, N. T. (2018). Pengaruh Kualitas Pelayanan Kefarmasian terhadap Kepuasan Pasien Rawat Inap RSUP Dr. M. Djamil Padang. Jurnal Optimasi Sistem Industri, 17(2), 152–161. https://doi.org/10.25077/JOSI.V17.N2.P152-161.2018
Pranata, L. (2019). Analysis of BPJS Patient Satisfaction Level of Health Services in Hospital X in Palembang City. Jurnal Ilmiah Bakti Farmasi, 4(1).
Rizal, A., Agus Jalpi, dan, & Kesehatan Masyarakat Universitas Islam Kalimantan Muhammad Arsyad Al Banjari Banjarmasin, F. (2018). Analisis Faktor Internal Penentu Kepuasan Pasien Puskesmas Kota Banjarmasin. Al Ulum: Jurnal Sains Dan Teknologi, 4(1), 1–6. Https://Doi.Org/10.31602/Ajst.V4i1.1553
Rizal, A., & Jalpi, A. (2022). Analisis Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Puskemas Kota Banjarmasin Tahun 2016. Prosiding Penelitian Dosen UNISKA MAB, 0(1), 978–602. https://doi.org/10.31602/PPDU.V0I1.8172
Rusmawati, A., Ellina, A. D., & Widiyanto, E. (2021). Quality Of Health Services With Bpjs Patients Satisfaction In Inpatient Rooms General Hospital University of Muhammadiyah Malang. Journal for Research in Public Health, 2(2), 111-119.
Setiawan, D., Ningsih, D., & Handayani, S. R. (2022). Analisis Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian Di Instalasi Farmasi Rawat Jalan Puskesmas Nawangan Pacitan. Journal of Islamic Pharmacy, 7(2), 79–85. https://doi.org/10.18860/JIP.V7I2.17439
Shabri, I. Y., Nugraha, T., Syamsul, D., Kesehatan, I., & Kesehatan Helvetia, I. (2020). Analisis Persepsi Kualitas Layanan Terhadap Kepuasan Pasien Puskesmas Terakreditasi Aek Loba Kabupaten AsahaN. An-Nadaa: Jurnal Kesehatan Masyarakat (e-Journal), 6(1). https://doi.org/10.31602/ANN.V6I1.2578
Umam, C., Muchlisoh, L., Maryati, H., Manajemen Pelayanan Kesehatan, K., Studi Kesehatan Masyarakat, P., & Ilmu Kesehatan, F. (2019). Analisis Kepuasan Pasien Terhadap Mutu Pelayanan Kesehatan Rawat Jalan Dengan Metode Ipa (Importance Perfomance Analysis) Di Puskesmas Bogor Tengah Kota Bogor Tahun 2018. Promotor, 2(1), 7–19. https://doi.org/10.32832/PRO.V2I1.1784