Overview of Patient Knowledge Regarding the BPJS Service Flow in the Emergency Unit of Puri Raharja General Hospital
Article Sidebar
Main Article Content
Abstract
The problem in this study is the high volume of non-gawat darurat (non- emergency) visits by BPJS patients (23.18%) at the ED of Puri Raharja General Hospital, which burdens the healthcare system, presumably due to a lack of patient knowledge. The objective of this study was to describe the state of patient knowledge concerning the BPJS service flow at the ED. This study employed a descriptive quantitative method with a purposive sampling technique on 92 non-emergency BPJS patient respondents. Data were collected via a questionnaire and analyzed using univariate analysis. The results showed that the majority of respondents were young adults (17-25 years) who chose the ED for its perceived speed of service. Patient knowledge was found to be partial; they understood the administrative registration but lacked understanding of emergency criteria and referral rules, placing most in the 'sufficient' knowledge category. In conclusion, the high rate of non- emergency visits is a systemic issue resulting from incomplete knowledge, where patient decisions are based more on convenience than on an understanding of regulations. Proactive education from the hospital and the strengthening of the role of the Fasilitas Kesehatan Tingkat Pertama (FKTP) by BPJS are recommended.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
[1] S. Alnasser, M. Alharbi, A. AAlibrahim, A. Aal Ibrahim, O. Kentab, W. Alassaf, and M. Aljahany, “Analysis of emergency department use by non-urgent patients and their visit characteristics at an academic center,” Int.
J. Gen. Med., vol. 16, pp. 221–232, 2023, doi: 10.2147/IJGM.S391126.
[2] N. F. Amin, S. Garancang, and K. Abunawas, “Konsep umum populasi dan sampel dalam penelitian,” Jurnal Pilar: Jurnal Kajian Islam Kontemporer, pp. 19–25, 2023.
[3] A. Arifin, “Hubungan persepsi tentang kualitas pelayanan dengan minat berkunjung masyarakat di instalasi gawat darurat (IGD) RSUD Ratu Zalecha Martapura,” J. Kesehat. Masy., vol. 20, no. 2, pp. 119–125, 2019.
[4] T. Y. Fatmawati, A. Ariyanto, and D. A. Putri, “PKM kelompok Dasawisma di Kelurahan Kenali Asam Bawah,” J. Abdimas Kesehatan (JAK), vol. 2, no. 2, pp. 145–150, 2020, doi: 10.36565/jak.v2i2.115.
[5] A. Frizanggi, S. Budi, and Y. Lestari, “Tingkat pengetahuan masyarakat tentang kriteria pasien gawat darurat pada era JKN di Kota Tangerang Selatan,” J. Medika Hutama, vol. 2, no. 1, 2020.
[6] M. Hasibuan, “Persepsi masyarakat terhadap pelayanan di Puskesmas Manggeng Aceh Barat Daya,” J. Kesehat. Masy., vol. 21, no. 1, pp. 75–80, 2018.
[7] S. Hayani, A. Wahyudi, and C. Zaman, “Analisis kepuasan pelayanan pasien di pendaftaran unit gawat darurat rumah sakit,” J. Adm. Manaj., vol. 10, no. 1, pp. 1–10, 2025, doi: 10.36729/jam.v10i1.1327.
[8] E. Hendarta, P. Soewondo, and H. Tanto, “Kunjungan pasien instalasi gawat darurat pasca pandemi COVID- 19: Studi kasus Rumah Sakit Premier Surabaya,” Syntax Literate: Jurnal Ilmiah Indonesia, vol. 7, no. 10, pp. 1–12, 2022, doi: 10.36418/syntax-literate.v7i10.13309.
[9] Jumianur, Rusdi, and I. Maria, “Hubungan kualitas pelayanan dengan kepuasan pasien BPJS di instalasi gawat darurat RSD Idaman Banjarbaru,” J. Intan Hosp. Adm., vol. 1, no. 1, pp. 27–34, 2024.
[10] Karya Medika, “Prosedur pelayanan BPJS,” 2024.
[11] K. Kornelis, E. Purwanda, and A. S. Rahmi, “Hubungan kualitas pelayanan terhadap kepuasan dan loyalitas pasien di rumah sakit,” JASMIEN, vol. 5, no. 1, p. 58, 2024.
[12] Y. Liu et al., “Hubungan kualitas pelayanan terhadap kepuasan dan loyalitas pasien di rumah sakit,” JASMIEN, vol. 5, no. 1, p. 58, 2021.
[13] N. K. Malhotra, Marketing Research: An Applied Orientation, 7th ed. New Jersey: Pearson Prentice Hall, 2016.
[14] R. Meisartika and R. Safrianto, “Pekerjaan dan nilai sosial individu,” JASMIEN, vol. 5, no. 1, p. 58, 2021.
[15] M. Mulyana, “Analisis pengaruh komunikasi antara tenaga medis dan pasien terhadap persepsi pasien di rumah sakit,” J. Komunikasi Kesehatan, vol. 22, no. 3, pp. 100–110, 2018.
[16] Republik Indonesia, Peraturan Presiden Republik Indonesia Nomor 82 Tahun 2018 tentang Jaminan Kesehatan, 2018.
[17] T. Pons, V. Fuster, and A. Hernández, “Patient experience in healthcare services: A study in Spain,” J. Healthc. Serv., vol. 36, no. 4, pp. 400–411, 2020.
[18] D. Rahmawati and P. Sari, “Tingkat literasi kesehatan peserta JKN dan pengaruhnya terhadap pemanfaatan pelayanan di fasilitas kesehatan tingkat pertama,” J. Adm. Kesehat. Indones., vol. 9, no. 2, pp. 112–120, 2021, doi: 10.20473/jaki.v9i2.2021.
[19] Kusuma Dewi, A., Rahmad Hidayat, A., & Agung Ngurah Putra Pradnyantara, I. G. (2022). Analisis Kelengkapan Pengisian Rekam Medis Gawat Darurat Berdasarkan Standar Nasional Akreditasi Rumah Sakit Edisi 1.1 Di Rumah Sakit Umum Queen Latifa. Jurnal Permata Indonesia, 13(2), 126–135. https://doi.org/10.59737/jpi.v13i2.171