Hubungan antara kualitas pelayanan dengan kepuasan pasien Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan di ruang rawat jalan, laboratorium, dan farmasi Puskesmas Sisir

INDONESIA:

Latar Belakang: Kepuasan pasien merupakan indikator penting dalam menilai mutu pelayanan kesehatan, khususnya pada fasilitas kesehatan tingkat pertama yang melayani peserta BPJS Kesehatan. Kualitas pelayanan yang baik diharapkan mampu meningkatkan kepuasan pasien dan keberlanjutan pemanfaatan layanan. Tujuan: Mengetahui hubungan antara kualitas pelayanan dengan kepuasan pasien BPJS di unit rawat jalan, laboratorium, dan farmasi Puskesmas Sisir Kota Batu. Metode: Penelitian ini menggunakan desain observasional analitik dengan pendekatan cross-sectional. Populasi penelitian adalah pasien BPJS yang memperoleh pelayanan di ketiga unit tersebut, dengan pengambilan sampel sesuai kriteria inklusi. Data dikumpulkan menggunakan kuesioner yang mengukur kualitas pelayanan berdasarkan dimensi SERVQUAL dan kepuasan pasien. Analisis data dilakukan secara univariat dan bivariat menggunakan uji korelasi Spearman. Hasil: Mayoritas responden menilai kualitas pelayanan di unit rawat jalan, laboratorium, dan farmasi dalam kategori baik hingga sangat baik, serta sebagian besar responden menyatakan puas terhadap pelayanan yang diterima. Namun, masih ditemukan beberapa aspek pelayanan yang dinilai kurang baik dan kurang puas, terutama terkait kecepatan pelayanan, ketersediaan sarana dan prasarana, ketanggapan petugas, serta komunikasi dan empati petugas. Hasil uji Spearman menunjukkan adanya hubungan positif yang sangat kuat dan signifikan antara kualitas pelayanan dan kepuasan pasien pada unit rawat jalan (r = 0,838; p = 0,000), laboratorium (r = 0,875; p = 0,000), dan farmasi (r = 0,868; p = 0,000). Kesimpulan: Terdapat hubungan yang signifikan antara kualitas pelayanan dengan kepuasan pasien BPJS di Puskesmas Sisir, sehingga perbaikan berkelanjutan pada aspek pelayanan yang masih dinilai kurang diperlukan untuk meningkatkan kepuasan pasien.

ENGLISH:

Background: Patient satisfaction is an important indicator of healthcare service quality, particularly in primary healthcare facilities serving BPJS Health participants. High-quality services are expected to improve patient satisfaction and encourage continued utilization of healthcare services. Objectives: To analyze the relationship between service quality and patient satisfaction among BPJS Health patients at the outpatient, laboratory, and pharmacy units of Sisir Public Health Center, Batu City. Methods: This study employed an observational analytic design with a cross-sectional approach. The study population consisted of BPJS Health patients who received services at the three units, with samples selected based on inclusion criteria. Data were collected using a structured questionnaire measuring service quality based on the SERVQUAL dimensions and patient satisfaction. Data were analyzed using univariate and bivariate analysis with the Spearman correlation test. Results: Most respondents rated the quality of services in the outpatient, laboratory, and pharmacy units as good to very good, and the majority expressed satisfaction with the services received. However, several aspects were still perceived as less good and less satisfactory, particularly those related to service speed, availability of facilities and infrastructure, staff responsiveness, as well as communication and empathy. The Spearman correlation analysis demonstrated a very strong and statistically significant positive relationship between service quality and patient satisfaction in the outpatient unit (r = 0.838; p = 0.000), laboratory unit (r = 0.875; p = 0.000), and pharmacy unit (r = 0.868; p = 0.000). Conclusion: There is a significant relationship between healthcare service quality and BPJS patient satisfaction at Sisir Public Health Center. Continuous improvements in service aspects that are still perceived as inadequate are necessary to enhance overall service quality and patient satisfaction.