GAMBARAN TINGKAT KEPUASAN PELAYANAN PADA PASIEN BPJS PBI DAN PASIEN BPJS NON PBI YANG DIRAWAT DI KELAS III RUMAH SAKIT PKU MUHAMMADIYAH GOMBONG

Background : Patient satisfaction is the main thing that is considered in providing services. The success of the services provided in a health facility is the level of patient satisfaction. The Ministry of Health of the Republic of Indonesia believes that the Social Security Organizing Body (BPJS) is a public legal entity created to carry out social security programs. BPJS Kesehatan participants are divided into two, the first is poor people who receive contribution assistance (PBI) and the second is Non PBI participants who are participants who receive wages (PPU), participants who do not receive wages (PBPU) and are not workers whose costs are borne alone or collectively to BPJS Health.Objective : To know the description of the level of service satisfaction in BPJS PBI patients and BPJS Non PBI patients who are treated in class III PKU Muhammadiyah Gombong Hospital.Research Methods : This research is used a descriptive quantitative research design with a cross sectional approach. The population in this study was BPJS PBI 767 patients and BPJS Non PBI 106 patients. Sampling used probability sampling as many as 20 BPJS PBI patients and 10 Non PBI BPJS patients. Data were analyzed by univariate.Results : There is shows the results on the characteristics of BPJS PBI patients with the most sex, namely 16 women (80%), the majority of high school education level is 8 people (40%) and BPJS Non PBI, the most gender is 6 men (60 %), the level of education at most SMP 5 people (50%). The results of the BPJS PBI patients showed 11 people (55%) out of 20 respondents chose the satisfied category and the BPJS Non PBI patients showed 9 people (90%) out of 10 respondents chose the very satisfied category.Recommendations : The results of this study are expected to be a reference or reference in overcoming existing problems and improving quality in terms of services and as additional knowledge about the use of health services in hospitals.

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Analysis of Marketing Mix Characteristics of Marketing Factor 7P (Product, Price, Place, Promotion, People, Process, Physical Building) to Patient Satisfaction of Inpatient Patient Hospital Muhammadiyah Ahmad Dahlan Kediri City

JOURNAL FOR QUALITY IN PUBLIC HEALTH ◽

10.30994/jqph.v1i2.17 ◽

2018 ◽

Vol 1 (2) ◽

pp. 50-57

Author(s):

Tety Yuliantine ◽

Indasah Indasah ◽

Sandu Siyoto

Keyword(s):

Patient Satisfaction ◽

Quantitative Research ◽

Marketing Mix ◽

Observational Research ◽

Class Iii ◽

Product Price ◽

Cross Sectional ◽

Inpatient Hospital ◽

Place Promotion ◽

Influential Variable

Hospital marketing mix is a group of variables tht can be controlled and used the hospital to influence the reaction of the users of services.The aim of the study is to analize the effect of marketing mix 7P(product, price, place, promotion, process, people, physical building) on patient satisfaction in inpatient hospital of Muhammadiyah Ahmad Dahlan Kediri City. The type of this research is quantitative research with analytic observational research design with cross sectional approach. The study was conducted on October until December 31, 2017 at Muhammadiyah Ahmad Dahlan Hospital Kediri City with 600 inpatient patients as the population. The sample size is 240 respondents. Data were collected using questionnaires. Data were multiple linear regression test with α = 0,05. The results showed that the most of the respondents are female (53,3%), between ages 20-35 years (52,1%) educated high school eqivalent (39,6%), working private (34,6%), pay with BPJS (76,25%), stay in class III (56,7%). The analysis indicated that F-test = 90,484 sig.0,000, t test = 6,579 sig 0,000, R2=73,2. there is a influence of product (p=0,000), price (p=0,000), place(p=0,000), promotion (p=0,000), process (p=0,000), people (p=0,000), physical building (p=0,000) have effect of patient satisfaction. The most influential variable is physical building (β=0,442). Marketing mix has asignificant effect on patient satisfaction of inpatient hospital of Muhammadiyah. Suggested to the hospital to further improve the marketing mix strategies of the hospital so that patient satisfaction can be achieved.

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KEPUASAN PASIEN PESERTA BPJS DI RUANG RAWAT INAP RSUD PEKANBARU

Jurnal Keperawatan Abdurrab ◽

10.36341/jka.v2i1.488 ◽

2018 ◽

Vol 2 (1) ◽

pp. 54-60

Author(s):

Andalia Roza ◽

Putri Wulandini

Keyword(s):

Patient Satisfaction ◽

Social Security ◽

Quantitative Research ◽

Social Insurance ◽

Univariate Analysis ◽

Financial Risks ◽

Questionnaire Data ◽

Key Word ◽

Sample Technique

ABSTRACT, Social Security Administering Agency (BPJS) is a social insurance provider institution so that with social security, the financial risks faced by a person, whether due to entering the productive age, experiencing illness, accidents, and even death, will be taken over by an institution that provides social security . Customer satisfaction is a major indicator of the standard of a health facility and is a measure of service quality. This study aims to determine the description of patient satisfaction BPJS participants RSUD Petala Bumi Riau Province 2016. This study uses a type of quantitative research with research design used the researcher is descriptive. This research was conducted at Inpatient Room of Petala Bumi Hospital Riau Province. The sample of this research is the participant of BPJS who visited the inpatient room of Petala Bumi Hospital Riau Province. The sample technique used was accidental sampling, with two weeks' working time. The research instrument used for this research is a questionnaire. Data processing includes editing, coding, processing, cleaning, and tabulating. The data analysis is done gradually including univariate analysis. The result of the research shows that patient satisfaction of BPJS inpatients is not satisfied as much as 22 respondents (55%). It is expected that this research can provide motivation to the hospital to improve the quality of service in treating BPJS patients without discriminating. Key word : BPJS, Satisfaction ABSTRAK, Badan Penyelenggara Jaminan Sosial (BPJS) merupakan lembaga penyelenggara jaminan sosial sehingga dengan adanya jaminan sosial, risiko keuangan yang dihadapi seseorang,baik itu karena memasuki usia produktif, mengalami sakit, mengalami kecelakaan, dan bahkan kematian, akan diambil alih oleh lembaga yang menyelenggarakan jaminan sosial. Kepuasan pelanggan adalah indikator utama dari standar suatu fasilitas kesehatan dan merupakan suatu ukuran mutu pelayanan. Penelitian ini bertujuan untuk mengetahui gambaran kepuasan pasien peserta BPJS RSUD Petala Bumi Provinsi Riau Tahun 2016. Penelitian ini menggunakan jenis penelitian kuantitatif dengan desain penelitian yang digunakan peneliti yaitu deskriptif. Penelitian ini dilakukan di Ruang rawat inap RSUD Petala Bumi Provinsi Riau. Sampel penelitian pada penelitian ini adalah pasien peserta BPJS yang berkunjung di ruang rawat inap RSUD Petala Bumi Provinsi Riau. Teknik sampel yang digunakan adalah accidental sampling, dengan waktu pengerjaan selama dua minggu. Instrumen penelitian yang digunakan untuk penelitian ini adalah berupa kuisioner. Pengolahan data meliputi editing, coding, processing, cleaning, dan tabulating. Analisa data dilakukan secara bertahap yang meliputi analisis univariat. Hasil penelitian didapat kan adalah kepuasan pasien peserta BPJS diruang rawat inap adalah tidak puas sebanyak 22 responden (55%). Diharapkan dengan penelitian ini dapat memberikan motivasi kepada rumah sakit agar meningkatkan kualitas pelayanan dalam merawat pasien BPJS tanpa membeda-bedakannya. Kata Kunci : BPJS, Kepuasan

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The Relationship between Reliability, Responsiveness, and Empathy Aspects with Patient Satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital

International Journal of Science and Healthcare Research ◽

10.52403/ijshr.20210717 ◽

2021 ◽

Vol 6 (3) ◽

pp. 99-105

Author(s):

Daphne . ◽

Ida Yustina ◽

Deli Theo

Keyword(s):

Patient Satisfaction ◽

Quantitative Research ◽

Sampling Technique ◽

Standard Of Living ◽

Cross Sectional ◽

Quality Health ◽

Cross Sectional Design ◽

Improve Service Quality ◽

The Relationship

As people's standard of living increases, the demand for quality health also increases. Patient satisfaction is correlated with the quality of service in the hospital. By understanding the level of patient satisfaction, hospital management can learn and improve service quality. The study aims to determine the relationship between reliability, responsiveness, and empathy aspects with patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital. This research was an explanatory quantitative research with cross sectional design. The sample of this study amounted to 60 people and taken by accidental sampling technique. The data obtained through interviews using a questionnaire. The results showed that the level of patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital on reliability aspect was 63.3%, responsiveness aspect was 56.7% and empathy aspect was 81.7%. Based on the result of the research, the suggestion given to the service provider in this case Mitra Medika Amplas Hospital is to improve the performance of health service especially in Pharmacy Installation service by way of monitoring and evaluating periodically with the implementation of the service, evaluating and developing human resources, and infrastructure. Keywords: Reliability, Responsiveness, Empathy, Patient Satisfaction.

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FAKTOR-FAKTOR PENYEBAB KETERLAMBATAN PENGKLAIMAN BPJS RAWAT INAP DI RUMAH SAKIT UMUM IMELDA PEKERJA INDONESIA (RSU IPI) MEDAN TAHUN 2020

Jurnal Ilmiah Perekam dan Informasi Kesehatan Imelda (JIPIKI) ◽

10.52943/jipiki.v5i2.408 ◽

2020 ◽

Vol 5 (2) ◽

pp. 166-180

Author(s):

Erlindai Purba

Keyword(s):

Social Security ◽

Medical Record ◽

Medical Records ◽

Quantitative Research ◽

Chi Square ◽

Cross Sectional ◽

Quantitative Research Methods ◽

Test Application ◽

Initial Survey ◽

Questionnaire Method

The Social Security Organizing Agency (BPJS) is an institution formed to organize a Social Security Program in Indonesia based on Law Number 40 of 2004 and Law Number 24 of 2011. Indonesian General Imelda Worker Hospital is a private hospital in the city of Medan who have collaborated with BPJS Based on the initial survey of researchers on 30 medical records documents 13 files (43%) are in accordance with claim requirements and 17 files (56%) are incomplete. Data collection in this study is a questionnaire method. This research was conducted using quantitative research methods with cross sectional approach. The population used in this study were all medical record officers in the medical record unit in the IPI General Hospital Medan as many as 31 officers. Based on the results of a statistical test research conducted using the Chi Square (X2) computer test application with a significance of 95% (p <0.05) it can be concluded that the Hospital conducts an evaluation for medical records officers so that the performance of officers is as expected. Increase evaluation for the completeness of medical record documents used in BPJS claims.

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DAMPAK KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS JATILAWANG KABUPATEN BANYUMAS

Public Policy and Management Inquiry ◽

10.20884/1.ppmi.2020.4.1.3214 ◽

2020 ◽

Vol 4 (1) ◽

pp. 33

Author(s):

Kusumaningtyas Kusumaningtyas

Keyword(s):

Patient Satisfaction ◽

Health Service ◽

Service Quality ◽

Quantitative Research ◽

Community Health Center ◽

Cross Sectional ◽

Patients Satisfaction ◽

Expected Performance ◽

The Government

Satisfaction is a feeling that shows a person's happiness or disappointment that comes after comparing the performance (outcome) of the thinking product to the expected performance (or outcome). Quality of service and satisfaction (patient) is a unity that is difficult to separate. To realize the patients’ satisfaction of BPJS at The Primary Health Service (Puskesmas) of Jatilawang Banyumas Regency as public health service owned by the government, in its development is demanded to give good service quality by increasing employee competence and also pay attention to service quality dimension itself. That are reliability, responsiveness, assurance, tangibles, and empathy. This research is a descriptive quantitative research with the cross-sectional approach which aims to know in general about how the level of patient satisfaction. Meanwhile, the specific purpose of this study to determine how much impact the quality of health services to BPJS patient satisfaction. The results showed that in general from the results of the t-test, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) partially positive and have a significant effect on patients’ satisfaction of BPJS service (Y). Furthermore, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) simultaneously have a positive and significant effect on BPJS patient satisfaction (Y). Specifically, the amount of BPJS patient satisfaction at The Community Health Center of Jatilawang, Banyumas is equal to 0.992 or 99.2%.

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Kepemilikan Jaminan Kesehatan dengan Kepuasan Pasien di Puskesmas Jetis 1 Bantul, Yogyakarta

Jurnal Endurance ◽

10.22216/jen.v4i2.3255 ◽

2019 ◽

Vol 4 (2) ◽

pp. 325

Author(s):

Aprianus Umbu Zogara

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Health Insurance ◽

Quantitative Research ◽

Sampling Technique ◽

Chi Square ◽

Cross Sectional ◽

Cross Sectional Design ◽

Chi Square Analysis

Quality of service is an important thing that must be considered by every facility of health services in providing service to patients. Quality of service is closely linked with comprehensive and systematic services to provide excellent service without distinguishing any patients either public or health-care users. The purpose of this study to determine the relationship between the ownership of health insurance with patient satisfaction in Puskesmas Jetis 1 Bantul, Yogyakarta. This research is a quantitative research with cross- sectional design. Samples in this study were patients who came to visit or seek treatment and enrolled in Puskesmas Jetis 1 Bantul as many as 97 people taken by accidental sampling technique. Data were analyzed using chi-square analysis. The results showed most of the respondents who have collateral such as Askes, JKN, Jamkesda, and Jamkesmas (67%) were satisfied with the services provided. The result of chi-square correlation test shows that there is correlation between assurance ownership and patients satisfaction at Puskesmas Jetis 1 Bantul, Yogyakarta which is shown by Sig value. of 0.00 (Sig <0.05). This study can be concluded that there is a significant relationship between guarantee ownership and patient satisfaction with the majority of patients who have more satisfied health insurance. Kualitas pelayanan merupakan suatu hal penting yang harus diperhatikan oleh setiap fasilitas pelayanan kesehatan dalam memberikan pelayanan terhadap pasien.Kualitas pelayanan berhubungan erat dengan pelayanan yang komprehensif dan sistematis untuk memberikan pelayan yang prima tanpa membedakan setiap pasien baik umum maupun pengguna jaminan kesehatan. Tujuan penelitian ini untuk mengetahui hubungan antara kepemilikan jaminan kesehatan dengan kepuasan pasien di Puskesmas Jetis 1 Bantul, Yogyakarta. Penelitian ini merupakan penelitian kuantitatif dengan desain cross-sectional. Sampel dalam penelitian ini adalah pasien yang datang berkunjung atau berobat dan terdaftar di Puskesmas Jetis 1 Bantul sebanyak 97 orang yang diambil dengan menggunakan teknik accidental sampling.Data dianalisis menggunakan analisis chi-square. Hasil penelitian menunjukkan sebagian besar responden yang memiliki jaminan seperti Askes, JKN, Jamkesda, dan Jamkesmas (67%) merasa puas dengan pelayanan yang diberikan. Hasil uji korelasi chi-square menunjukkan terdapat hubungan antara kepemilikan jaminan dengan kepuasan pasien di Puskesmas Jetis 1 Bantul, Yogyakarta yang ditunjukkan dengan nilai Sig. sebesar 0,00 (Sig < 0,05). Penelitian ini dapat disimpulkan terdapat hubungan yang signifikan antara kepemilikan jaminan dengan kepuasan pasien dengan mayoritas pasien yang memiliki jaminan kesehatan yang lebih merasa puas.

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The Difference of Satisfaction Level in BPJS Health Insurance Patient and Non Insurance Patient toward Health Service

International Journal of Public Health Science (IJPHS) ◽

10.11591/ijphs.v5i1.4760 ◽

2016 ◽

Vol 5 (1) ◽

pp. 36

Author(s):

Arlina Dewi ◽

Naufal Kurnia Ramadhan

Keyword(s):

Patient Satisfaction ◽

Health Insurance ◽

Performance Analysis ◽

General Hospital ◽

Quantitative Research ◽

Social Insurance ◽

Gap Analysis ◽

Satisfaction Level ◽

Cross Sectional ◽

Social Insurance System

National Health Insurance (JKN) developed in Indonesia is part of the National Social Insurance System (SJSN). One way to assess the services quality is to measure the patient satisfaction level. This research is a quantitative research with the cross sectional research design. The subjects of this research were the BPJS health insurance patients and non insurance patients with 200 people as the samples. The data was analyzed by the independent t-test, gap analysis, CSI (Customer satisfation index) and IPA (Importance performance analysis). The result showed that significant (ρ value >0,05) in all dimensions which mean that there is no difference of patient satisfaction level in Social Security Organizing Body (BPJS) participants and non insurance patients toward health services in Negara General Hospital. The biggest satisfaction in non insurance patients is on the Assurance variable (-1,002) and the smallest satisfaction is on the Tangibles variable (-1,357) and the biggest satisfaction of BPJS health insurance patients is on Assurance variable (-1,085) and their smallest satisfaction is on Responsiveness variable (-1,367). The non insurance patients gap is (-0,217) and the BPJS health insurance patients gap is (-1,206), both of them were classified into low satisfaction level. The result of Importance performance analysis value of non insurance patient showed Responsiveness attributes that should be prioritized and improved while in BPJS health patients showed Responsiveness and Reliability attributes that should be prioritized and improved by Negara General Hospital.

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ANALISIS KEPUASAN IBU BERSALIN DI RUANG KEBIDANAN

Jurnal Sains Kebidanan ◽

10.31983/jsk.v2i1.5786 ◽

2020 ◽

Vol 2 (1) ◽

pp. 18-23

Author(s):

Hesti Kurniasih ◽

Vina Nurul Utami ◽

Sumiyati Sumiyati ◽

Affi Zakiyya

Keyword(s):

Quality Of Service ◽

Patient Satisfaction ◽

Quantitative Research ◽

Univariate Analysis ◽

Wilcoxon Test ◽

Cross Sectional ◽

Method Performance ◽

Normality Test ◽

Improve Patient

Patient satisfaction is the most important thing that needs to be prioritizied by the Hospital. To achieve the quality of service according to patient expectations, the hospital always prioritizes patient satisfaction through continous improvement in the quality of service by implementing correct practives, increasing human resource competence (HR) and applying adequate technology. Research this is a type of quantitative research with approach cross sectional. The population in this, study were all maternity patients for a period of 1 month. The number of samples that met the inclusion criteria from September 11 to October 11, 2017 wa 77 people. Univariate analysis with the Importnace-method Performance Analysis. The IPA method is done by calculating the level of conformity and a Cartesian diagram of expectations and reality. To determine the different test, the researcher first conducted a normality test on variabels; tangible; reliability, responsivess, assurance, and empathy using Kolmogorof-Smirnof (because the sample 50) with a significant value0.05 (Dahlan, 2014). It was concluded that the data was not normally distrtributed. So researchers use the Wilcoxon test (because the data are not normally distributed) to determine the different test (Dahlan, 2014). On the dimensions of the study carried out still requires changes to improve patient satisfaction.

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The Influence of Service Quality on Patient Satisfaction and Trust in Puskesmas Paccerakang of Makassar City

Window of Health Jurnal Kesehatan ◽

10.33368/woh.v1i3.45 ◽

2018 ◽

pp. 186-196

Author(s):

Rafiqah Mudjid ◽

Arman Arman ◽

Fatmah Afrianty Gobel ◽

Nurfardiansyah Burhanuddin

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Police Officers ◽

Quantitative Research ◽

Cross Sectional Study ◽

Sectional Study ◽

Patient Trust ◽

Cross Sectional ◽

Study Approach ◽

Physical Evidence

Based on data from the medical record of Puskesmas Paccerakang, the number of patient visits in the last three months decreased. In August 2016, the number of patient visits as many as 2389 patients, then in September 2016, the number of patient visits as many as 2134 patients and in October 2016, the number of patient visits decreased to 2021 patients. The purpose to analyze the influence of service quality on patient satisfaction and trust in Puskesmas Paccerakang Kota Makassar. The type of this research is quantitative research with cross sectional study approach. Results from 334 patients were 295 patients (94.6%) and physical evidence was poor and patients were less satisfied 16 patients (72.7%). 293 patients (94.2%) said that Puskesmas Paccerakang staff was reliable and the patients were satisfied. Less reliable and less satisfied patients as many as 15 patients (65.2%). 298 patients (94.0%) said the respondent and the patient were satisfied. Officers are less responsive and patients are less satisfied as many as 14 patients (82.4%). 297 patients (96.1%) said that patients were convinced of the services provided by Puskesmas Police officers and patients were satisfied. Less confident about the services provided and less satisfied patients as many as 21 patients (84.0%). 297 patients (95.8%) were sufficiently empathetic for patients and patients were satisfied. Officers are less empathetic and patients are less satisfied as many as 20 patients (83.3%). The conclusion is that there are influence of service quality which include: tangible, reliability, responsiveness, assurance and empathy through satisfaction of patient trust at Puskesmas Paccerakang Kota Makassar.

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