GAMBARAN TINGKAT KEPUASAN PESERTA BPJS TERHADAP MUTU PELAYANAN RAWAT INAP KELAS II DI RUMAH SAKIT FATIMA PAREPARE

Abstract

Tingkat Kepuasan Peserta BPJS Terhadap Mutu Pelayanan adalah faktor yang penting dalam mengembangkan suatu sistem penyediaan pelayanan yang tanggap terhadap kebutuhan pasien sehingga meminimalkan biaya dan waktu serta memaksimalkan dampak pelayanan terhadap kepuasan pasien. Pengukuran dilakukan dengan melihat lima dimensi kepuasan yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian menggunakan metode kuantitatif deskriptif dengan teknik pengambilan data berupa pembagian kuesioner. Subjek penelitian adalah pasien BPJS Rawat Inap Rumah Sakit Fatima Parepare yang termasuk kriteria inklusi. Dari hasil penelitian diambil kesimpulan bahwa didapatkan pasien Kurang Puas (0,75%), Puas (55,75%), Sangat Puas (43,5%).

ABSTRACT
BPJS Participant Satisfaction Level on Service Quality is an important factor in developing a service delivery system that is responsive to patient needs so as to minimize costs and time and maximize the impact of services on patient satisfaction. Measurements were made by looking at five dimensions of satisfaction, namely tangibles, reliability, responsiveness, assurance, and empathy. The study used a quantitative descriptive method with data collection techniques in the form of questionnaires. The research subjects were BPJS patients who were hospitalized in Fatima Parepare Hospital which included inclusion criteria. From the results of the study, it was concluded that the patients were less satisfied (0.75%), satisfied (55.75%), very satisfied (43.5%).