Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Pasien BPJS Di Pelayanan Rawat Jalan RSUD Ratu Zalecha Martapura Tahun 2019

Abstract

Latar Belakang: Pemerintah telah menjamin setiap warga negara untuk mendapatkan jaminan kesehatan melalui program jaminan kesehatan nasional (JKN). Kualitas pelayanan sangat mempengaruhi kepuasan pasien, salah satu alat indikator yang di jadikan ukuran keberhasilan pelaksanaan JKN adalah indeks kepuasan masyarakat/ pasien (Wijono, 2009). Berdasarkan kritik dan saran tahun 2018 melalui kotak surat di RSUD Ratu Zalecha menyatakan ketidakpuasan pasien terhadap pelayanan yang diberikan oleh petugas kesehatan. Hasil studi pendahuluan melalui wawancara kepada 6 pasien BPJS tentang kepuasan pasien BPJS rawat jalan berdasarkan 5 aspek dimensi yaitu bukti nyata (tangible), kehandalan (reliability), ketanggapan (responsiveness), jaminan (assurance) dan empati (empaty) menyatakan kurang puas terhadap pelayanan, kurang bersih, kurang cepat, kurang handal dalam pelayanan, merasa kurang terjamin dan petugas kurang tanggap dalam pelayanan.

Tujuan Penelitian: mengetahui pengaruh kualitas pelayanan BPJS terhadap kepuasan pasien BPJS di Pelayanan Rawat Jalan Rumah Sakit Umum Ratu Zalecha Tahun 2019

Metode Penelitian: penelitian survei analitik dengan pendekatan cross sectional dengan total sampling yaitu sebanyak 100 orang.

Hasil: Hasil penelitian kepuasan pasien BPJS dari 100 orang pasien di pelayanan rawat jalan Rumah Sakit Umum Ratu Zalecha sebagian besar merasa puas dengan jumlah 81 orang (81%), kualitas Pelayanan BPJS berdasarkan dimensi bukti nyata (tangible) sebagian besar responden menyatakan bukti nyata baik sebanyak 85 orang (85,0%). Kualitas pelayanan BPJS berdasarkan dimensi kehandalan (reliability) menunjukkan bahwa sebagian besar responden menyatakan kehandalan baik sebanyak 82 (82%), kualitas Pelayanan BPJS berdasarkan dimensi ketanggapan (responsiveness) sebagian besar responden menyatakan responsiveness baik sebanyak 78 orang (78%). kualitas Pelayanan BPJS berdasarkan dimensi jaminan (assurance) sebagian besar responden menyatakan jaminan  baik sebanyak 80 orang (80%), kualitas Pelayanan BPJS berdasarkan dimensi empati menunjukkan bahwa sebagian besar responden menyatakan empati baik sebanyak 79 orang (79%). Hasil uji statistik dengan menggunakan analisis simple linear regression di dapatkan hasil bukti nyata (tangible) terhadap kepuasan pasien BPJS di Pelayanan Rawat Jalan Rumah Sakit Umum Ratu Zalecha nilai p-value = 0,000 < α 0,05 dengan nilai  R Square 0,135 artinya sebesar 13,5% bukti nyata berpengaruh terhadap kepuasan pasien BPJS . Analisis kehandalan (reliability) terhadap kepuasan pasien BPJS didapatkan hasil p-value = 0,000 < α 0,05 dengan nilai R Square 0,253 artinya sebesar 25,3% kehandalan (reliability) berpengaruh terhadap kepuasan pasien BPJS. Analisis ketanggapan (responsiveness) terhadap kepuasan pasien BPJS di Pelayanan Rawat Jalan Rumah Sakit Umum Ratu Zalecha didapatkan hasil nilai p-value = 0,000 < α 0,05 dengan nilai R Square 0,232 artinya sebesar 23,2% ketanggapan (responsiveness) berpengaruh terhadap kepuasan pasien BPJS. Analisis jaminan (assurance) terhadap kepuasan pasien BPJS di dapatkan nilai p-value = 0,000 < α 0,05 dengan nilai R Square 0,211 artinya sebesar 21,1% jaminan (assurance) berpengaruh terhadap kepuasan pasien BPJS . Analisis dimensi empati terhadap kepuasan pasien BPJS di Pelayanan Rawat Jalan Rumah Sakit Umum Ratu Zalecha dengan hasil p-value = 0,000 < α 0,05 dengan nilai R Square 0,192 artinya sebesar 19,2% empati (empaty) berpengaruh terhadap kepuasan pasien BPJS. 

Kesimpulan: Ada pengaruh signifikan bukti nyata (tangible), kehandalan (reliability), ketanggapan (responsiveness), jaminan (assurance), empati (empaty) terhadap kepuasan pasien BPJS di Pelayanan Rawat Jalan Rumah Sakit Umum Ratu Zalecha Tahun 2019. Diharapkan pelayanan rawat jalan Rumah Sakit Umum Ratu Zalecha dapat meningkatkan lagi kualitas pelayanan, pegawai/ karyawan tepat waktu dalam memberikan pelayanan dengan kualitas pelayanan yang memuaskan terutama dalam hal ketanggapan (responsiveness) dan kehandalan (reliability),  serta meningkatkan sistem informasi manajemen Rumah Sakit untuk lebih memudahkan pelayanan.

Kata kunci: Kualitas Pelayanan, Kepuasan, Pelayanan BPJS, Pasien Rawat Jalan

 

Background: The government has guaranteed every citizen to get health insurance through the national health insurance program (JKN). Quality of service greatly affects patient satisfaction, one of the indicators used as a measure of the success of JKN implementation is the community / patient satisfaction index (Wijono, 2009). Based on criticisms and suggestions in 2018 through a mailbox at Ratu Zalecha Regional Hospital expressed patient dissatisfaction with the services provided by health workers. The results of a preliminary study through interviews with 6 BPJS patients about outpatient BPJS patient satisfaction based on 5 dimensional aspects, namely tangible evidence, reliability, responsiveness, assurance and empathy, stated that they were not satisfied with the service , less clean, less fast, less reliable in service, feel less secure and less responsive in service. Research Objectives: determine the effect of BPJS service quality on BPJS patient satisfaction in the Outpatient Services of Ratu Zalecha General Hospital in 2019

Methods: analytic survey research with cross sectional approach with a total sampling of 100 people.

Results: The results of BPJS patient satisfaction from 100 patients in the outpatient services of Ratu Zalecha General Hospital were mostly satisfied with the number of 81 people (81%), the quality of BPJS services based on tangible dimensions (tangible) most respondents stated that the evidence was good as many as 85 people (85.0%). BPJS service quality based on the reliability dimension (reliability) shows that most respondents stated good reliability as much as 82 (82%), BPJS service quality based on the dimension of responsiveness (responsiveness) the majority of respondents stated good responsiveness of 78 people (78%). BPJS Service quality based on the assurance dimension (assurance) most of the respondents stated good guarantee as many as 80 people (80%), BPJS Service quality based on the empathy dimension showed that the majority of respondents expressed good empathy as many as 79 people (79%). Statistical test results using simple linear regression analysis obtained tangible results for BPJS patient satisfaction in the Outpatient Services of Ratu Zalecha General Hospital p-value = 0,000 <α 0.05 with R Square value of 0.135 means 13, 5% of real evidence has an effect on BPJS patient satisfaction. Analysis of reliability (reliability) of BPJS patient satisfaction results obtained p-value = 0,000 <α 0.05 with R Square value of 0.253 meaning 25.3% reliability affects the satisfaction of BPJS patients. Analysis of responsiveness to BPJS patient satisfaction in the Outpatient Services of Ratu Zalecha General Hospital obtained p-value = 0,000 <α 0.05 with R Square value of 0.232, meaning 23.2% responsiveness (responsiveness) affects patient satisfaction BPJS. Assurance analysis of BPJS patient satisfaction is obtained p-value = 0,000 <α 0.05 with R Square value of 0.211, which means 21.1% guarantee affects BPJS patient satisfaction. Analysis of the dimensions of empathy for BPJS patient satisfaction in the Outpatient Services of Ratu Zalecha General Hospital with a p-value = 0,000 <α 0.05 with an R Square value of 0.192 means that 19.2% empathy (empathy) affected the satisfaction of BPJS patients.

Conclusion: there is a significant effect of tangible evidence, reliability, responsiveness, assurance, empathy for BPJS patient satisfaction in the outpatient services at Ratu Zalecha General Hospital in 2019. It is expected that outpatient services Ratu Zalecha General Hospital can improve the quality of services, employees / employees on time in providing services with satisfactory service quality, especially in terms of responsiveness and reliability, and improve the Hospital management information system to further facilitate services.

Keywords: Service Quality, Satisfaction, BPJS Services, Outpatients