ANALISIS KEPUASAN PASIEN TERHADAP PELAYANAN KESEHATAN PADA PESERTA BPJS (BADAN PENYELENGGARA JAMINAN SOSIAL) DAN NON BPJS DI RSUD GAMBIRAN KEDIRI JAWA TIMUR

Abstract

Abstrak : Kepuasan pasien merupakan perasaan yang dirasakan setelah membandingkan antara harapan dengan kenyataan. Upaya pemenuhan kepuasan harus menyeluruh kepada semua pasien baik pasien BPJS maupun don BPJS yang berobat ke rumah sakit. Tujuan penelitian untuk mengetahui kepuasan pasien terhadap pelayanan kesehatan pada peserta BPJS dan Non BPJS di Ruang Nifas RSUD Gambiran Kediri Jawa Timur.
Desain penelitian adalah observasional analitik dengan metode cross sectional. Populasi Pasien rawat inap (post partum dan lainnya) dari peserta BPJS dan non BPJS dengan rata-rata 140 pasien/bulan dengan sampel 100 responden (50 BPJS dan 50 Non BPJS) diambil accidental sampling. Variabel bebas kepersertaan pasien dilihat dari BPJS Kesehatan dan Non BPJS dikumpulkan dengan kuesioner dan dianalisis dengan uji Wilcoxon.
Diketahui hampir seluruh responden kelompok BPJS puas terhadap pelayanan kesehatan yaitu 40 responden (80,0%), hampir hampir seluruh responden kelompok Non BPJS puas terhadap pelayanan kesehatan yaitu 44 responden (88,0%) dari total 50 responden dan ada perbedaan kepuasan antara pasien BPJS dan Non BPJS terhadap pelayanan kesehatan (p = 0,012 > 0,05 Ho ditolak). Hal ini disebabkan adanya penilaian subyektif dari pasien.
Disimpulkan masih ada perbedaan kepuasan pasien antara peserta BPJS dan non BPJS. Disarankan agar pihak rumah sakit melakukan evaluasi kembali mengenai pelayanan yang diberikan.
Kata kunci : kepuasan pasien, peserta BPJS dan Non BPJS

ABSTRACT : The patients’ satisfaction was a sense after comparing between expectation and reality. The efforts to fulfill the satisfaction should be totally either to BPJS or non BPJS patients who went to the hospital. The objective of this research was to know the patients’ satisfaction towards BPJS or non BPJS patients’ health service at partum room of Gambiran Regional Hospital Kediri, East Java.
The design of this research was observational analytics with cross-sectional approach. The population was 140 BPJS and non BPJS inpatients on average every month (postpartum patients and others), and 100 respondents (50 BPJS patients and 50 non BPJS patients) were taken as samples by accidental sampling technique. The independent variable was the patients’ membership or non-membership of BPJS, collected from questionnaires and analyzed with Wilcoxon Test.
The research results were almost all BPJS patients or 40 respondents (80.0%) felt satisfied of the health service, almost all non BPJS patients or 44 respondents (88.0%) felt satisfied of the health service of toally 50 respondents, and there was a difference of the satisfaction between BPJS and non BPJS patients towards the health service (p = 0.012 > 0.05 Ho was denied), it was because of the patients’ subjective judgments.
The conclusion was that there was and there was a difference of the satisfaction between BPJS and non BPJS patients. The hospital was recommended to make reevaluation towards the service given.
Keywords: The patients’ satisfaction, BPJS and non BPJS members