PERBEDAAN KEPUASAN PASIEN BPJS KESEHATAN DAN PASIEN UMUM TERHADAP PELAYANAN KESEHATANMDI POLI RAWAT JALAN PENYAKIT DALAM RSUD HARAPAN INSAN SENDAWAR

Selvia Gresita; Ronny Isnuwardana; Yudanti Riastiti

Selvia Gresita Fakultas Kedokteran Universitas Mulawarman
Ronny Isnuwardana Fakultas Kedokteran Universitas Mulawarman
Yudanti Riastiti Fakultas Kedokteran Universitas Mulawarman

Keywords: Satisfaction Levels, Health Services, BPJS

Abstract

BPJS program was created to provide guarantees to the public so that they can access health services. The National Health Insurance (JKN) is a government program that aims to provide comprehensive health insurance coverage for all Indonesian people. An indicator that can be used to measure the level of satisfaction with the quality of health services is the SERVQUAL instrument with its dimensions, namely tangible, responsiveness, empathy, assurance, and reliability. The purpose of this study was to determine differences between patient satisfaction levels about health services between BPJS patient with non-BPJSpatient at the Internal Medicine Outpatient Polyclinic at Harapan Insan Sendawar Hospital. This study is an observational analytic study with a cross sectional approach. The number of samples in this study were 95 respondents. The results of this study are that the majority of non-BPJS patients undergoing treatment at the Internal Medicine Outpatient Polyclinic at Harapan Insan Sendawar Hospital are satisfied with health, namely 44 out of 48 respondents. The majority of BPJS patients are satisfied with kesehatan services, namely as many as 36 respondents from 47 respondents. In this study there was no significant difference between the satisfaction of non-BPJS patient respondents and BPJS patients with health services at the Internal Medicine Outpatient Polyclinic at Harapan Insan Sendawar Hospital with a P-value of 0.051 (p > 0.05).

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