Hubungan Kualitas Pelayanan Kesehatan dengan Tingkat Kepuasan Pasien BPJS

Abstract

Peningkatan kualtas pelayanan mutlak perlu dilakukan oleh unit kesehatan rumah sakit dalam menghadapi era globalisasi. Salah satu upaya peningkatan kualitas pelayanan kesehatan adala dengan mengukur kepuasan pasien. Kepuasan pasien tergantung pada kualitas pelayanan yang diberikan. Suatu pelayanan dikatakan baik oleh pasien, jika jasa yang diberikan dapat memenuhi kebutuhan atau harapan pasien. Penelitian ini bertujuan untuk mengetahui hubungan kualitas pelayanan kesehatan dengan tingka kepuasan pasien BPJS di ruang Kelas III RSUD Dr. H. Soewondo Kendal. Penelitian kuantitatif jenis deskriptif korelasi. Teknik sampling dengan Purposive Sampling, sampel sejumlah 61 responden. Pengambilan data menggunakan  lembar kuesioner kemudian diolah ke dalam uji statstik Spearman Rank. Hasil penelitian ini menunjukan bahwa tingkat kepuasan pasien BPJS terhadap pelayanan kesehatan di ruang kelas III RSUD Dr. H. Soewondo Kendal adalah puas sebanyak  24,6%, cukup puas 57,4%, dan kurang puas 18%. Hasil uji statistic dengan Rank Spearman dihasilkan nilai koefisien korelasi sebesar 0,491 dan nilai signifikansi ρ = 0,001. Hasil ini menunjukkan ada hubungan kualitas pelayanan kesehatan dengan tingkat kepuasan pasien BPJS di ruang kelas III RSUD Dr. H. Soewondo Kendal.

Kata kunci: kualitas pelayanan, kepuasan, BPJS

RELATIONSHIP QUALITY OF HEALTH SERVICES WITH BPJS PATIENT SATISFACTION

ABSTRACT

The increase in the healthcare quality is absolutely necessary to be conducted by the healthcare unit including hospital in facing the globalization. One of efforts in increasing the healthcare quality is by measuring the satisfaction level of the patients. Patient satisfaction depends on the quality of services provided. A good service by the patient, if the services provided can fulfill necessaryor expectations of the patient. This research aimed at knowing the relationship quality of health services with BPJS patient satisfaction in inpatient class III of RSUD Dr. H. Soewondo Kendal. Quantitave research is descriptive type of correlation. Sampling technique with Purposive Sampling, sample of 61 respondents. The data were collected using questionnaires and than tested into Spearman Rank test statistic. The results of this research showed that the satisfaction level of BPJS patient on the healthcare in inpatient class III RSUD Dr. H. Soewondo Kendal were satisfied was as much 24,6%, satisfied enough was 57,4% and less satisfied 18%. The result of the statistical test using Rank Spearman resulted in the score of correlation coefficient 0,491 with the significance score was ρ = 0,001. This result showed that there was correlation the healthcare quality with BPJS patient satisfaction in inpatient class III of RSUD Dr. H. Soewondo Kendal.

Keywords: Quality servise, Satisfaction, BPJS