GAMBARAN KEPUASAN PASIEN RAWAT JALAN PESERTA BPJS KESEHATAN DI RUMAH SAKIT UMUM DAERAH SANJIWANI DI KABUPATEN GIANYAR TAHUN 2018

DESCRIPTION OF OUTPATIENT SATISFACTION BPJS HEALTH AT THE SANJIWANI GENERAL HOSPITAL IN GIANYAR

Abstract

Pendahuluan : Rumah sakit merupakan salah satu pusat pelayanan kesehatan yang diharapkan dapat memberikan pelayanan yang bermutu kepada masyarakat. Berdasarkan penelitian tentang kepuasan pasien rawat jalan  pengguna  BPJS masih banyak yang merasakan ketidak puasannya. Penelitian Ini Bertujuan Untuk Mengetahui Bagaimanakah Gambaran Kepuasan Pasien Rawat Jalan Peserta BPJS  Kesehatan Di Rumah Sakit Umum Daerah Sanjiwani Di Kabupaten Gianyar Tahun 2018. Metode : Rancangan penelitian ini adalah  cross-sectional Study  yang dilakukan di Rumah Sakit Umum Daerah (RSUD) Sanjiwani Gianyar selama 3 bulan dari bulan Agustus – November 2018. Sampel dipilih secara consecutive sampling  sebanyak 60 orang. Data dikumpulkan menggunakan angket. Hasil : Berdasarkan hasil penelitian 30 orang ( 50%) yang menyatakan kepuasannya, dalam aspek tangible didapatkan  sebanyak 20 orang (33,3%), untuk aspek realibility didapatkan sebanyak 23 orang (38,3%), aspek responsivnes sebanyak 39 orang (65%), aspek jaminan assurance sebanyak 27 0rang (45%), sedangkan untuk aspek emphaty sebanyak 32 orang (53,3%). Diskusi : Tingkat kepuasan pasien pengguna BPJS kesehatan sudah sebagian besar puas, walaupun  demikian ada beberapa aspek yang perlu ditingkatkan seperti pada aspek realibility dan assurance. Untuk itu rumah sakit perlu menyederhanakan sistem administrasi untuk meningkatkan layanan.

Kata kunci : kepuasan,  rawat jalan, BPJS kesehatan

ABSTRACT

Introduction : The hospital is one of the health service centers that are expected to provide quality services to the community. Based on research on outpatient satisfaction BPJS users still feel a lot of dissatisfaction. This Research Aims To Know How The Overview Of Outpatient Satisfaction Of BPJS Health Participants In Sanjiwani General Hospital In Gianyar Regency In 2018. Methode : The design of this study was a cross-sectional study conducted at Sanjiwani Regional General Hospital (RSUD) Gianyar for 3 months from August to November 2018. Samples were selected by consecutive sampling of 60 people.Results : Based on the research results of 30 people (50%) who expressed satisfaction, in the tangible aspect obtained as many as 20 people (33.3%), for the reliability aspect obtained as many as 23 people (38.3%), the responsiveness aspect was 39 people (65%) , assurance assurance aspects are 27 people (45%), while for empathy aspects there are 32 people (53.3%). Discussion : The level of patient satisfaction of health BPJS users has been mostly satisfied, although there are several aspects that need to be improved, such as the realibility and assurance aspects. For this reason, hospitals need to simplify administration to improve services.Keywords : satisfaction, outpatient, National health insurance