Analisis Tingkat Kepuasan Pasien BPJS Terhadap Kualitas Pelayanan Petugas Medis Medis Melalui Faktor Assurance di Ruang Rawat Inap RSUD Bima, NTB

Erni Faturahmah, Bambang Budi Raharjo

Abstract


Kemampuan rumah sakit dalam memenuhi kebutuhan pasien dapat menjadi tolak ukur puas atau tidaknya pasien terhadap pelayanan yang diberikan. Untuk mengetahui kualitas pelayanan yang diberikan oleh rumah sakit, diperlukan pandangan dari pasien. Data jumlah pasien BPJS di RSUD Bima mengalami penurunan, pada tahun 2014 berjumlah 14.009 pasien, tahun 2015 berjumlah 12.202 pasien, bulan Januaru sampai bulan Oktober 2016 berjumlah 10.686 pasien. Tujuan penelitian menganalisis faktor assurance terhadap tingkat kepuasan pasien BPJS di ruang rawat inap RSUD Bima.Penelitian ini merupakan penelitian deskriptif kuantitatif, pendekatan cross sectional study. Jumlah sampel 66 pasien dibagi menjadi tiga kelompok kelas, yaitu pasien BPJS kelas I, kelas II dan kelas III. Setiap kelas berjumlah 22 pasien. Analisis data menggunakan analisis univariat, bivariat, dan multivariate. Hasil penelitian diperoleh kelas I, faktor yang paling berpengaruh terhadap kepuasan pasien yaitu faktor responsiveness, ditunjukkan oleh nilai OR tertinggi OR=45,000 P=0,015. Kelas II faktor yang paling berpengaruh adalah emphaty OR=17,397, P=0,033. Kelas III faktor yang paling berpengaruh yaitu assurance OR=15,685, P=0,039. Kesimpulan ada pengaruh yang signifikan antara faktor Assurance terhadap kepuasan pasien BPJS kelas III. Sehingga perlu kiranya petugas medis dalam melaksanakan tugas, lebih peduli kepada pasien serta memberikan jaminan untuk menimbulkan kepercayaan pasien terhadap RSUD Bima.

The ability of hospital to meet the needs of patients can be a benchmark for whether the patients satisfy or not to the services provided. To observe the quality of services provided by the hospital, it needs the views of the patients. The number of BPJS patients in Bima Regional General Hospital continued to decrease, in 2014 there were 14.009 patients, in 2015 there were 12.202 patients, January until October 2016 there were 10.686 patients. The study objective is to analyze the assurance factor, tangibles factor on the satisfaction level of BPJS patients in the wards of Bima Regional General Hospital.This study was a quantitative descriptive study, cross sectional study approach. The samples were 66 patients divided into three class groups, namely BPJS class I, BPJS class II and BPJS class III. Each class is 22 patients. Data were analyzed used univariate, bivariate, and multivariate analysis. The quality of medical staff service from responsiveness factor, empathy factor, and assurance factor greatly affected the satisfaction of BPJS Class I, Class II, and Class III patients. The conclusion was that there was significant influence between responsiveness, indicated by the value or highest OR=45,000, P=0.015. Class II the most influential factor is emphaty OR=17,397, P=0,033. In class III the most influential factor namely assurance OR=15,685, P=0.039. Conclusion there is a significant impact between the factor Assurance of customer satisfaction patients BPJS class III. So it is necessary for the medical staff to carry out their duty, provide more care to the patients and provide assurance to create patients’ trust to Bima Regional General Hospital.


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