Perbedaan Tingkat Kepuasan Pasien Rawat Jalan BPJS dan Non BPJS terhadap Mutu Pelayanan Kesehatan di RSUD Sibuhuan Kabupaten Padang Lawas

Abstract

The level of satisfaction is important for developing a responsive health service delivery system. The purpose of this study was to analyze the differences in patient satisfaction levels of BPJS and Non BPJS. This type of research is an analytic survey with a cross sectional approach. The total sample is 400 patients who have received health services. Data were collected using a questionnaire with the Customer Satisfaction Index method for patients receiving health services. Data analysis used the chi square test. The results showed that the satisfaction level of BPJS and non-BPJS patients at Sibuhuan Hospital was satisfied, namely 83% of BPJS patients and 87.5% of non-BPJS patients. The level of health service satisfaction for BPJS and Non BPJS patients in each service dimension also shows very satisfied results with the reliability dimension of 82.2% BPJS patients and 81.20% Non BPJS, responsiveness dimension 80.8% BPJS patients and 79.6% Non BPJS, dimensions of guarantee 82.6% BPJS patients and 90.0% Non BPJS, empathy dimensions 79.8% BPJS patients and 80.8% Non BPJS and tangible dimensions 82.8% BPJS patients and 81.2% Non BPJS. In conclusion, the level of health service satisfaction of BPJS and non-BPJS patients at Sibuhuan Hospital, namely that there is no significant difference between BPJS and non-BPJS patients with the level of patient satisfaction (p>0.05), BPJS patients have a higher percentage of very satisfied compared to patients Non-BPJS.