The Effect of BPJS Service Quality Level and Patient Characteristics to Patient Satisfaction in Primary Health Facilities

Marhenta, Yogi Bhakti; Satibi, Satibi; Wiedyaningsih, Chairun

doi:10.22146/jmpf.34438

Cited by 3 publications

(2 citation statements)

References 1 publication

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“…This result is contradictory to the research by Abidin (2016) in Puskesmas Cempae Parepare City which showed that from 185 patients of BPJS Kesehatan, 129 patients or 69,73% felt satisfied with the health services in the puskesmas and 56 patients or 30,27% felt dissatisfied with the health services in the puskesmas. This result is also contradictory with the research by Marhenta et al (2018) in the First Level Health Facilities in Karanganyar Regency in 278 BPJS patients who stated that all respondents felt satisfied with the services of JKN system, however, they kept submitting complaints and suggestions for improvement.…”

Section: Discussion the Patients' Satisfaction Towards Health Service...contrasting

confidence: 72%

Parent’s Satisfaction Level with Child Health Services in Puskesmas in BPJS Era

Ansori

Irwanto²,

Handayani³

2022

J-Kesmas

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In BPJS era, health facilities are demanded to be able to adjust their health care policies according to BPJS standards with a number of limitations. This study aimed to measure the level of parental satisfaction with child health services in Puskesmas in BPJS era. This type of research was observational descriptive using a service quality (servqual) questionnaire. The sample size in this study was 100 respondents. From 100 participants, it was found that 11% were very satisfied, 15% were satisfied and 74% were dissatisfied with children's health service in puskesmas. The overall satisfaction result calculated from the gap between the perception and the expectations of the respondents towards children's services in puskesmas is -0.4635, which means that the service is still unsatisfactory. The results of Importance Performance Analysis (IPA) show that the priority scale of improvement of children's health services in puskesmas from high to low priority are Tangibles and Reliability, Responsiveness, Assurance, and Empathy. This study shows that the level of parental satisfaction with children's health services in puskesmas is still low or unsatisfactory. Puskesmas should focus on improving the quality of BPJS child health services on items that are in the top priority quadrant.

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Section: Discussion the Patients' Satisfaction Towards Health Service...contrasting

confidence: 72%

Parent’s Satisfaction Level with Child Health Services in Puskesmas in BPJS Era

Ansori

Irwanto²,

Handayani³

2022

J-Kesmas

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“…Badan Penyelenggara Jaminan Sosial Kesehatan (JKN) mengelola sistem JKN yang memberikan pelayanan secara kemitraan dengan fasilitas yang ada di seluruh Indonesia. Konsep pelayanan berjenjang dikembangkan dalam sistem JKN, yaitu sistem pelayanan kesehatan dimana fasilitas kesehatan tingkat pertama memberikan pelayanan kesehatan medis dan standar kompetensinya, seperti Puskesmas, Klinik Pratama atau sejenisnya, praktik dokter, dokter gigi, dan rumah sakit kelas D (Marhenta et al, 2018).…”

Section: Pendahuluanunclassified

Analisis Kepuasan Pasien Peserta JKN Rawat Jalan terhadap Kualitas Pelayanan Kefarmasian di Puskesmas

Septiyany

Yuswantina

2023

jhhs

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The quality of health services sulks at the level of perfection of health services in causing satisfaction in each patient. Good quality of service will affect satisfaction the more perfect the satisfaction, the better the quality of health services.Analyzing the patient satisfaction level of outpatient JKN users at Puskesmas Demak 1 which is seen from the dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. This type of research is included in descriptive analytical research. The research method used is a survey using questionnaires with a cross sectional approach. Sampling is done by accidental sampling technique. The sample in the study was 100 patients. The patient satisfaction analysis was conducted using the likert scale. The level of patient satisfaction of JKN users in Puskesmas Demak 1 based on the scale range of satisfaction index values of each dimension of service quality is: reliability dimensions included in the high category of 77.8%, responsiveness of 74.65% high, assurance of 78.05% height, emphaty of 75.9% (height), tangible of 77.4% high. The level of outpatient satisfaction (JKN) to the quality of service at Puskesmas Demak 1 is included in the high category, which is with a percentage of 76.76%. ABSTRAK Mutu pelayanan kesehatan bertujuan pada tingkat kesempurnaan pelayanan kesehatan dalam menimbulkan rasa puas pada diri setiap pasien. Kualitas pelayanan yang baik akan mempengaruhi kepuasan semakin sempurna kepuasan tersebut, makin baik pula mutu pelayanan kesehatan. Menganalisis tingkat kepuasan pasien pengguna JKN rawat jalan di Puskesmas Demak 1 yang dilihat dari dimensi kualitas pelayanan yaitu kehandalan, daya tangkap, jaminan, empati, dan bukti fisik. Jenis penelitian ini termasuk dalam penelitian deskriptif analitik. Metode penelitian yang digunakan adalahh survei menggunakan kuesioner dengan pendekatan cross sectional. Pengambilan sampel dilakukan dengan teknik accidental sampling. Sampel dalam penelitian ini sebanyak 100 pasien dengan kriteria inkluasi pasien BPJS di bulan Desember-Januari 2022 berusia 17-50 tahun. Dengan teknik analisa data dilakukan dengan menggunakan skala likert, diolah dengan teknik analisis indeks kepuasan. Tingkat kepuasan pasien pengguna JKN di Puskesmas Demak 1 berdasarkan rentang skala nilai indeks kepuasan tiap dimensi kualitas pelayanan yaitu: dimensi kehandalan termasuk dalam kategori tinggi yaitu 77,8%, ketanggapan sebesar 74,65%, jaminan sebesar 78,05% tinggi, perhatian sebesar 75,9% tinggi, bukti fisik sebesar 77,4% tinggi. Tingkat kepuasan pasien rawat rawat jalan (JKN) terhadap kualitas pelayanan di Puskesmas Demak 1 yakni masuk dalam kategori tinggi yaitu dengan presentase 76,76%.

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Consumer Legal Protection for Patients and the Quality of Health Services in Hospitals

Prastyanti

Santoso

Saidah

et al. 2023

Open Access Maced J Med Sci

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BACKGROUND: Health development is part of Indonesia’s national development. It is implemented by creating a social security system run by the Social Security Administrator for Health (Badan Penyelenggara Jaminan Sosial Kesehatan/BPJS Health) based on Law No. 24 of 2011. AIM: This study analyzes the legal protection for BPJS health participants who are hospital inpatients. It also discusses their rights and obligations that are yet unfulfilled. METHODS: This research uses the juridical doctrinal or normative method. This is descriptive research with a qualitative approach. RESULTS: As patients, BPJS health participants’ rights are legally protected by Law No. 36 of 2009 on Health and Law No. 44 of 2009 on Hospitals. Unfortunately, some participants often experience problems when they require hospitalization. For instance, there is usually a lack of information on the provision of treatment rooms. Another issue is that the BPJS patients often only obtain a 3-day hospitalization facility as the fee allocation from BPJS health has run out. CONCLUSION: Thus, it is concluded that there is adequate legal protection for BPJS health patients who are hospitalized both as consumers and as BPJS health participants. However, there are still issues with its application. The participants who feel harmed by the treatment may file a lawsuit on consumer protection concerning the inadequate services or a lawsuit on malpractice if there are violations.

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The Effect of BPJS Service Quality Level and Patient Characteristics to Patient Satisfaction in Primary Health Facilities

Cited by 3 publications

References 1 publication

Parent’s Satisfaction Level with Child Health Services in Puskesmas in BPJS Era

Parent’s Satisfaction Level with Child Health Services in Puskesmas in BPJS Era

Analisis Kepuasan Pasien Peserta JKN Rawat Jalan terhadap Kualitas Pelayanan Kefarmasian di Puskesmas

Consumer Legal Protection for Patients and the Quality of Health Services in Hospitals

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