BPJS Health Patient Satisfaction in Health Services at Prima Husada Hospital Silvia Intan Wardani1, Kasuwi Saiban2, Sri Hartini Jatmikowati3, Bonaventura Ngarawula4
Postgraduate Doctoral Program in Social Sciences Universitas Merdeka Malang
Abstract
National Health Insurance with one of its main focuses is increasing participant satisfaction with the satisfaction target in 2020 being 85%. The quality of service received by patients includes aspects of reliability, assurance, responsiveness, tangibles, and empathy . The problem is that there is currently no written report on the length of waiting time for services at the hospital The purpose of the study was to determine the relationship between service quality and patient satisfaction at Prima Husada Hospital . This research is a quantitative research with analytic survey and cross sectional research design. The research population was 1743 people and the sample was 95 people who were BPJS Health participant patients at Prima Husada Hospital. This study uses a bivariate correlation statistical test. The results of data analysis showed that there was a relationship between service quality and BPJS Health patient satisfaction at Prima Husada Hospital, with a value of r = 0.419 and a significant value or p = 0.000, the significant level used was 5% (0.05). The most influencing aspect is assurance which includes the availability of doctors who are experts in their fields, reliability, friendliness and courtesy of nurses. It can be concluded that the quality of service received by patients affect patient satisfaction. Suggestions for Prima Husada Hospital to improve the quality of health services for all patients, especially in aspects that are still in the moderate category, namely responsiveness, reliability and tangible.
Keywords: patient satisfaction, BPJS Health, health services
Topic: Digital Public Service in Education and Health
