Perbedaan Tingkat Kepuasan Pasien BPJS Mengenai Kualitas Pelayanan Rawat Jalan di RSU Haji Medan dan RSU Royal Prima Medan Tahun 2024

Abstract

Hospitals are health facilities that provide various medical services to patients. Based on ownership, hospitals in Indonesia are divided into two types, namely government hospitals and private hospitals. Every hospital provides good service, including BPJS patients. The aim of this study was to determine the difference in the level of satisfaction of BPJS patients regarding the quality of outpatient services at RSU Haji Medan and RSU Royal Prima Medan. This research is an analytical survey research with a cross sectional approach. The sample for this study was BPJS patients consisting of 56 outpatients at RSU Haji Medan and 56 outpatients at RSU Royal Prima Medan. Data was collected using a questionnaire with the SERVQUAL method from patients who had received outpatient health services. The sampling technique used in this research was purposive sampling with data analysis using the chi square test. The research results showed that the satisfaction level of BPJS patients at RSU Royal Prima Medan was 75% higher than RSU Haji Medan at 64.3%. The research results did not show a significant difference between patients at RSU Haji Medan and RSU Royal Prima Medan with the level of patient satisfaction (p=0.304).