Analysis of BPJS Patient Satisfaction Factors Regarding Polyclinic Services at Dharmayadnya Hospital
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Abstract
Patient satisfaction is one of the indicators that can provide an overview of the quality of health services provided in hospitals. Patient satisfaction is often assessed from what is expected, which does not match the reality. Dharma Yadnya Hospital is constrained by patient satisfaction where. The results of observations on Google reviews obtained a rating of 2.7%, patient complaints include long waiting times, unfriendly staff and insufficient number of seats and discrimination against BPJS patients. Therefore, the formulation of the problem of this study is whether medical service factors, nursing services and infrastructure have a contribution to BPJS patient satisfaction at the Dharma Yadnya Hospital Polyclinic service.
The study used a descriptive method. The research instrument used a questionnaire and structured observation with univariate data analysis using a descriptive method with a research sample of 346 respondents. The results of the study showed that medical service factors had an impact on patient satisfaction at the polyclinic with a patient satisfaction value of 79%. The nursing service factor obtained a patient satisfaction level of 76%. Meanwhile, the infrastructure factor obtained a patient satisfaction of 74%. Another finding in the study, namely from the medical and nursing service factors, showed patient dissatisfaction with the waiting time for polyclinic services. In addition, in terms of facilities and infrastructure, respondents paid attention to the condition of the waiting room which was given a low rating on the indicators of cleanliness, tidiness and comfort.
Conclusion: Factors of medical services, nursing services, facilities and infrastructure have contributed to patient satisfaction at Dharma Yadnya Hospital. Sarna: hospitals are expected to be able to evaluate patient waiting times so that they can apply strategies in solving problems, for other studies they can conduct research by looking for relationships between each variable.
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