HUBUNGAN MUTU PELAYANAN RAWAT INAP DENGAN KEPUASAN PESERTA BPJS KESEHATAN

Abstract

ABSTRAK

RSUD Kota Dumai dengan kunjungan peserta BPJS Kesehatan cukup tinggi, rata-rata kunjungan pasien yang datang untuk kasus rawat inap per bulan pada tahun 2021sebanyak 915, merupakan kunjungan paling banyak untuk rumah sakit yang berada di wilayah BPJS Kesehatan Cabang Dumai.  Tujuan penelitian ini adalah untuk mengetahui hubungan mutu pelayanan rawat inap dengan kepuasan peserta BPJS Kesehatan di RSUD Kota Dumai.  Penelitian dilakukan pada tanggal 4 Februari sampai 11 Februari 2022 dengan metode kuantitatif pendekatan cross sectional study di RSUD Kota Dumai, populasi dalam penelitian ini 988 orang, dan sampel penelitian sebanyak 171 orang, dengan teknik pengambilan sampel accidental sampling dan data di olah secara univariate dan bivariate.

Hasil menunjukkan bahwa 41,5% responden menyatakan tidak puas terhadap pelayanan di rawat inap, 75,4% responden menyatakan realibility kurang baik, 29,2% responden responsiveness kurang baik, 71,3% responden Assurance kurang baik, 35,1 % responden Empathy kurang baik, 37,4% responden Tangible kurang baik.  Ditemukan hubungan yang signifikan antara Realibility, responsiveness, assurance, empathy, tangibel dengan kepusan pasien, artinya ada hubungan mutu pelayanan rawat inap dengan kepuasan peserta BPJS Kesehatan di RSUD Kota Dumai.  Direkomendasikan kepada RSUD Kota Dumai agar dapat  meningkatkan mutu dengan melakukan pelatihan bagi tenaga kesehatan, melakukan monitoring dan evaluasi tehadap pelayanan yang telah dilakukan agar dapat memberikan pelayanan terbaik khususnya bagi Peserta BPJS Kesehatan.

Kata Kunci         : Mutu Pelayanan, Kepuasan Peserta BPJS Kesehatan.

ABSTRACT

               The Dumai City Hospital with BPJS Health participant visits is quite high, with an average of 915 patient visits coming for inpatient cases per month in 2021, which is the most visits for hospitals in the Dumai Branch of BPJS Kesehatan. The purpose of this study was to determine the relationship between the quality of inpatient services and the satisfaction of BPJS Health participants at the Dumai City Hospital. The study was conducted using quantitative methods with analytical methods with a cross sectional study approach on February 4 to February 11, 2022 at the Dumai City Hospital, the population in this study was 988 people, and the research sample was 171 people, with accidental sampling technique and data processing. univariate and bivariate.

               Univariate results showed that 41.5% of respondents stated that they were not satisfied with the inpatient services, 75.4% of respondents stated that reliability was not good, 29.2% of respondents' responsiveness was not good, 71.3% of Assurance respondents were not good, 35 ,1% of respondents Empathy (Empathy) is not good, 37.4% respondents Tangible (Physical Evidence) is not good. The results obtained are bivariate Realibility (Trustworthy) (p value 0.000), Responsiveness (Responsiveness) (p value 0.000), Assurance (guarantee) (p value 0.000), Empathy (empathy) (p value 0.000), Tangible (Physical Evidence) (p value 0.000), meaning that there is a Quality Inpatient Service with BPJS Health Participant Satisfaction at the Dumai City Hospital. The conclusion of this study is the Quality of Inpatient Services with BPJS Health Participant Satisfaction at the Dumai City Hospital. It is recommended to the Dumai City Hospital to improve quality by conducting training for health workers, monitoring and evaluating the services that have been carried out in order to provide the best service, especially for BPJS Health participants.

Keywords: Service Quality, BPJS Health Participant Satisfaction.