Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap Peserta JKN di Rumah Sakit Umum Daerah Bachtiar Djafar Medan Tahun 2024

Abstract

The Sustainable Development Goals (SDGs) are integrated into one goal, which is to ensure healthy lives and promote well-being for all people of all ages. Data from the World Health Organization (WHO) in 2021 showed the information about patient satisfaction levels in hospitals across various countries, consisting of more than 6 million patient inputs on healthcare in 25 countries. The highest patient satisfaction levels among insurance recipients were found in Sweden with a satisfaction index of 92.37%, followed by Finland (91.92%), Norway (90.75%), the USA (89.33%), and Denmark (89.29%), while the lowest patient satisfaction levels were observed in Kenya (40.4%) and India (34.4%) (WHO, 2021). Bachtiar Djafar Regional General Hospital is a type C hospital owned by the Medan city government. This hospital, which was officially inaugurated in November 2022, has 44 rooms and 108 beds, consisting of VIP rooms, Class I, Class II, Class III, and isolation rooms. Based on a survey conducted by the researcher, there were several complaints from the public as BPJS Health participants regarding the facilities at Bachtiar Djafar Hospital. JKN users reported difficulties accessing certain facilities, such as inadequate infrastructure. This research is quantitative with a descriptive method, considered scientific because it meets empirical, objective, measurable, rational, and systematic principles. The study was conducted at Bachtiar Djafar Lubis Hospital with a sample of 94 respondents. The research instrument used a questionnaire with linear regression testing to see the influence. The results showed that there is an impact of service quality on patient satisfaction with a result of <0.05 on each variable: reliability, tangibles, assurance, responsiveness, and empathy, with an influence of 89%. The hospital management should pay attention to the five dimensions: tangibles, reliability, assurance, responsiveness, and empathy in providing services to JKN users and address all patient complaints to ensure appropriate services are provided.