HUBUNGAN KEPUASAN PASIEN BPJS TERHADAP MUTU LAYANAN DI PUSKESMAS KOLONODALE

Abstract

PusatikesehataniMasyarakatiPuskesmas) adalahisebagaiifasilitasikesehataniyangimenyelenggarkan upayaipromotifidanipreventifipadaimasyarakatidaniperseorangani yangi bertujuan iuntuki mencapaii derajati kesehatani yang tinggi di wilayahi kerjai puskemas itu sendiri setiap peserta jaminan kesehatan nasional (JKN) BPJS Kesehatan berhak mendapatkan pelayanan kesehatan yang baik dan tanpa diskriminasi. data laporan penyelenggaraan Jaminan Kesehatan Nasional FKTP tahunan di Puskesmas Kolonodale dari tahun 2020 hingga tahun 2022, jumlah kunjungan pasien tahun 2020 sebanyak 5.029 orang, jumlah kunjungan pasien tahun 2021 sebanyak 5.396 orang, dan jumlah kunjungan pasien tahun 2022 sebanyak 8.156 orang. Tujuan dilakukannya penelitian ini adalah untuk mengetahui hubungan kepuasan pasien BPJS terhadap mutu layanan di puskesmas kolonodale. Penelitian ini menggunakan jenis metode penelitian yaitu kuantitatif dengan pendekatan croess sectional. Sampel yang diteliti sebanyak 364 responden. Data dikumpulkan menggunakan kuesioner, kemudian dianalisis dengan cara univariat dan bivariat. Hasil penelitian menunjukan bahwa terdapat hubungan kepuasan pasien terhadap kehandalan, daya tanggap, jaminan,kepedulian, bukti fisik  terhadap mutu layanan kesehatan dengan niali P value = 0,00.  Kesimpulan diharapkan agar agar lebih memaksimalkan mutu layanan kesehatan dan melakukan pelatihan terhadap petugas kesehatan.Minahasa.

Kata kunci: Kepuasan Pasien; Mutu Layanan; BPJS

ABSTRACT

Health Center (PusatikesehataniMasyarakatatiPuskesmas) is a health facility that organizes promotive and preventive efforts for the community and its residents with the aim of achieving a high level of health in the work area of the puskemas themselves, every participant in the national health insurance (JKN) BPJS Health is entitled to get good health services and without discrimination. data on the annual FKTP National Health Insurance implementation report at the Kolonodale Health Center from 2020 to 2022, the number of patient visits in 2020 was 5,029 people, the number of patient visits in 2021 was 5,396 people, and the number of patient visits in 2022 was 8,156 people. The purpose of this study was to determine the relationship between BPJS patient satisfaction and service quality at the Kolonodale health center. This study uses a type of research method, namely quantitative with a cross-sectional approach. The sample studied was 364 respondents. Data were collected using a questionnaire, then analyzed by means of univariate and bivariate. The results showed that there was a relationship between patient satisfaction with reliability, responsiveness, assurance, care, physical evidence of the quality of health services with a P value = 0.00.  The conclusion is expected to further maximize the quality of health services and conduct training for health workers.

 Keywords: Patient Satisfaction; Service Quality; BPJS

Download Full File Disini