Analisis Tingkat Kepuasan Pasien BPJS Unit Rawat Inap dengan Metode IPA di Rumah Sakit Baladhika Husada Jember Tahun 2019

Abstract

Inpatient services at Baladhika Husada Hospital in Jember still have problem to provide satisfaction to patientssuch as nurses not responsive and less friendly, room cleanliness is not maintained, electricity is oftenextinguished and air conditioners are not lit, toilet cleanliness is not maintained, the room is cramped andtemperature over the standard, inpatient BPJS registration process are complicated and parking space can’taccommodate. The purpose of this study was to determine the level of patient satisfaction of inpatient BPJSunits by the IPA method. Type of the research is quantitative research with descriptive techniques analysis.The IPA analysis method to measure the level of performance and importance based on quality, delivery,security, and morals by identifying the value of the gap and depicted in the Cartesian diagram. The level ofstatisfaction of inpatients based on the IPA method is known that the results of the analysis of the cartesiandiagra m illustrating four quadrans that top priority, maintained, low priority, and considered excessive. Theresults of the gap value based on quality, conductor, security, and morals are <1, but based on security thereis one attribute that has a gap >1. The main improvement efforts for brainstorming results are monitoring theperformance of cleaning services and conducting public speaking training for officers to improvecommunication

Analisis Kepuasan Pasien Rawat Jalan Puskesmas Dringu Kabupaten Probolinggo

“…Hal ini menyebabkan pasien akan tertinggal nomor antrian saat dipanggil oleh petugas pendaftaran sehingga pasien terpaksa harus mengambil nomor antrian baru kembali. Dampaknya akan berakibat pada penurunan kepuasan pasien karena merasa kebutuhannya tidak terpenuhi (Rahmawati & Deharja, 2020). Di puskesmas Dringu juga tidak terdapat papan informasi mengenai alur pendaftaran rawat jalan sehingga pasien kebingungan saat akan melakukan pendaftaran di loket.…”

Quality of Nursing Services with The Satisfaction Level of Inpatients at The Hospital

“…In Indonesia, a survey of the performance of nurses at Langsa General Hospital, North Sumatra in 2020 stated that 65% of nurses lacked attention, 48% were unfriendly and angry, 53% had no motivation at work, 35% were undisciplined at work and often leave the room (Widiasari et al, 2020). Based on a literature study regarding the level of service satisfaction in several hospitals in East Java, to be precise in Jember Regency, one of the studies conducted at Level III Hospital Baladhika Husada Jember in 2020 showed a patient satisfaction rate of 70%, this was due to the lack of good provide an explanation regarding the action information given to the patient and an explanation regarding the patient's condition (Rahmawati & Deharja, 2020) The quality of nursing services is one of the determining factors for the image of health care institutions in the eyes of the public. One indicator of the quality of nursing services is whether the nursing services provided satisfy the patient or not.…”