Perbandingan Antara Tingkat Kepuasan Pasien BPJS dan Non-BPJS Terkait Pelayanan Kesehatan di Ruang Rawat Inap Rumah Sakit Islam Assyifa Sukabumi

Abstract

Abstract. This study was conducted using a cross sectional approach with a total sample taken of 100 patients consisting of 50 BPJS patients and 50 Non-BPJS patients. This study used a modified questionnaire from Sekarwidya's research as the instrument (2018). The results of the study, BPJS and Non_BPJS patients stated that they were quite satisfied based on the indicators of responsiveness and assurance, and very satisfied based on the indicators of reliability, tangible and empathy. Meanwhile, based on the 5 indicators of BPJS and Non-BPJS patients, they generally stated that they were very satisfied with the health services in the inpatient room of RSI Assyifa Sukabumi. The satisfaction levels of BPJS and Non-BPJS patients were compared in statistical analysis using an independent sample T test, BPJS patients were more satisfied than Non-BPJS patients. The hospital is further improving the quality of service in various indicators, especially on responsiveness and assurance indicators so that the level of patient satisfaction with health services in inpatient rooms is increasing.

Keywords: BPJS, health services, satisfaction level

Abstrak. Penelitian ini dilakukan menggunakan pendekatan cross sectional dengan jumlah sampel yang diambil adalah 100 pasien yang terdiri dari 50 pasien BPJS dan 50 pasien Non-BPJS. Penelitian ini menggunakan kuesioner yang dimodifikasi dari penelitian Sekarwidya sebagai instrumennya (2018). Hasil penelitian, pasien BPJS dan Non_BPJS menyatakan cukup puas berdasarkan indikator responsiveness dan assurance, dan sangat puas berdasarkan indikator reliability, tangible, dan empathy. Sedangkan berdasarkan 5 indikator pasien BPJS dan Non-BPJS umumnya menyatakan sangat puas dengan pelayanan kesehatan di ruang rawat inap RSI Assyifa Sukabumi. Tingkat kepuasan pasien BPJS dan Non-BPJS dibandingkan dalam analisis statistik menggunakan uji T sampel independen, pasien BPJS lebih puas dibandingkan pasien Non-BPJS. Pihak rumah sakit lebih meningkatkan lagi kualitas pelayanan di berbagai indikator terutama pada indikator responsiveness dan assurance agar tingkat kepuasan pasien terhadapat pelayanan kesehatan di ruang rawat inap semakin meningkat.

Kata Kunci: BPJS, pelayanan kesehatan, tingkat kepuasan