Hubungan antara kualitas pelayanan dengan kepuasan pasien badan penyelenggara jaminan sosial (bpjs) kesehatan di ruang rawat jalan, laboratorium, dan farmasi Puskesmas Batu

INDONESIA:

Kesehatan merupakan aspek esensial dalam kehidupan manusia yang mencakup kondisi fisik, mental, dan sosial. Pelayanan kesehatan yang berkualitas berperan penting dalam meningkatkan kesejahteraan masyarakat. BPJS Kesehatan sebagai program jaminan sosial di Indonesia bekerja sama dengan berbagai fasilitas kesehatan, termasuk Puskesmas, yang menyediakan layanan rawat jalan, laboratorium, dan farmasi. Namun, masih terdapat persepsi di masyarakat bahwa kualitas pelayanan BPJS belum setara dengan pasien non-BPJS. Evaluasi kepuasan pasien menjadi penting untuk menilai mutu pelayanan kesehatan di Puskesmas.
Tujuan Penelitian: Mengetahui gambaran kualitas pelayanan, tingkat kepuasan pasien, serta hubungan antara kualitas pelayanan dengan kepuasan pasien BPJS di ruang rawat jalan, laboratorium, dan farmasi Puskesmas Batu.
Metode: Penelitian menggunakan desain kuantitatif analitik observasional dengan pendekatan cross-sectional study. Sampel berjumlah 68 pasien BPJS rawat jalan yang ditentukan menggunakan rumus Slovin. Data dianalisis dengan uji Chi-Square untuk menguji hubungan antar variabel serta uji Spearman untuk mengetahui arah dan kekuatan hubungan.
Hasil: Mayoritas responden adalah perempuan (78,0%), berusia 46–54 tahun (28,0%), pendidikan terakhir SMA (36,0%), pekerjaan terbanyak IRT (45,0%), dan sebagian besar peserta BPJS Kelas 3 (76,0%). Penilaian kualitas pelayanan pada ketiga unit mayoritas berada pada kategori baik, meskipun belum mencapai tingkat sangat baik. Tingkat kepuasan pasien menunjukkan mayoritas responden puas terhadap pelayanan rawat jalan (83,9%), laboratorium (87,5%), dan farmasi (85,7%). Analisis korelasi menunjukkan terdapat hubungan signifikan antara kualitas pelayanan dengan kepuasan pasien, yaitu di ruang rawat jalan (r = 0,215; p = 0,032), laboratorium (r = 0,700; p = 0,000), dan farmasi (r = 0,239; p = 0,017).
Kesimpulan: Terdapat hubungan positif antara kualitas pelayanan dengan kepuasan pasien BPJS di ruang rawat jalan, laboratorium, dan farmasi di Puskesmas Batu, dengan kekuatan hubungan yang bervariasi. Hasil ini diharapkan menjadi masukan bagi Puskesmas Batu dalam meningkatkan kualitas pelayanan sehingga kepuasan pasien dapat lebih optimal.

ENGLISH:

Health is an essential aspect of human life that encompasses physical, mental, and social conditions. High-quality health services play an important role in improving community welfare. BPJS Kesehatan, as a national health insurance program in Indonesia, collaborated with various healthcare facilities, including Public Health Centers (Puskesmas), to provide outpatient, laboratory, and pharmacy services. However, there was still a perception among the public that BPJS services were not equal to those received by non-BPJS patients. Therefore, patient satisfaction evaluation was necessary to assess the quality of healthcare services at Puskesmas.
Objective: This study aimed to determine the description of service quality, the level of patient satisfaction, and the correlation between service quality and patient satisfaction among BPJS patients in the outpatient, laboratory, and pharmacy units of Batu Public Health Center.
Methods: This was an observational analytic study with a cross-sectional approach. The sample consisted of 68 BPJS outpatient participants determined using Slovin’s formula. Data were analyzed using the Chi-Square test to examine the association between variables and the Spearman test to determine the direction and strength of the correlation.
Results: Most of the respondents were female (78.0%), aged 46–54 years (28.0%), had completed senior high school education (36.0%), were housewives (45.0%), and were BPJS Class 3 participants (76.0%). The majority of respondents assessed the service quality in the three units as good, although not reaching a very good category. Patient satisfaction showed that most respondents were satisfied with outpatient (83.9%), laboratory (87.5%), and pharmacy services (85.7%). Correlation analysis indicated a significant relationship between service quality and patient satisfaction in the outpatient (r = 0.215; p = 0.032), laboratory (r = 0.700; p = 0.000), and pharmacy units (r = 0.239; p = 0.017).
Conclusion: There was a positive correlation between service quality and patient satisfaction among BPJS patients in the outpatient, laboratory, and pharmacy units at Batu Public Health Center, with varying strengths of correlation. These findings were expected to serve as input for Batu Public Health Center to further improve service quality and optimize patient satisfaction.