Persepsi Pasien tentang Perbedaan Perilaku Caring Perawat pada Pasien BPJS dan Pasien Umum Rawat Jalan di RSU Murni Teguh Methodist Susanna Wesley

Abstract

Service quality is crucial for BPJS to maintain and strengthen the trust of its participants. The public requires healthcare services, particularly nursing care, as nurses have the most frequent interactions with potients in hospitals. Specifically, nurses' caring behavior influences patients' care experiences and is significantly associated with the perceived quality of care. Therefore, patients' perceptions of nurses' concern can be considered an indicator of appropriate nursing service quality. This study aims to determine whether there is a difference in nurses' caring behavior between BPJS and general outpatients at RSU Murni Teguh Methodist Susanna Wesley. This research employs a quantitative approach with a comparative descriptive research design using a cross-sectional survey method. The study involved 120 BPJS patients and 24 general patients selected through simple random sampling. Data were processed using the Independent Sample T-Test in SPSS software. The results showed that the mean score for the BPJS patient group was 204.4250, while the mean score for the general patient group was 206.2917. The p-value obtained was 0.05. Based on these findings, it can be concluded that there is no significant difference in the average perception scores between BPJS and general outpatients at RSU Murni Teguh Methodist Susanna Wesley. This indicates that nurses do not differentiate between BPJS and general patients in their caring behavior. The study suggests maintaining and improving standard operating procedures, particularly in nursing services, to ensure optimal service delivery and provide positive impressions and benefits to the community in need of healthcare services.