Perbedaan Tingkat Kepuasan Pasien Umum dengan Pasien BPJS berdasarkan Mutu Pelayanan Keperawatan

Abstrak

Nursing services that are still lacking will cause patient dissatisfaction and cause various complaints. Themore complaints, the patient satisfaction during treatment in a hospital decreases. The purpose of this studywas to analyze differences in general patient satisfaction with BPJS patients for care services at the RatuZalecha Martapura inpatient installation. This research uses descriptive analysis with cross section analysisapproach. The sampling technique used in this study is the quota sample. With 60 samples consisting of 30general patients and 30 BPJS patients. The questionnaire used was a combination of researchers and fromthe NSNS Ministry of Health-JICA questionnaire, which had been tested for validity and reliability with avalidity value of 0.443-0.098 and reliability r = 0.650, with aspects of tangibility, reliability, responsiveness,assurance, empathy. The analysis of this study used the Mc Nemars test. The results showed that in 90% ofgeneral patients were less satisfied while 97% of BPJS patients were less satisfied. with the analysis resultsobtained p value> α (0.50> 0.05), then the decision is Ho accepted, which means there is no significantdifference between general patient satisfaction with BPJS patients based on the quality of nursing services.The level of patient satisfaction that is still not felt by patients is expected to improve in good nursingservices in order to provide optimal quality of service to patients. Conclusions was that there was nodifference in general patient satisfaction with BPJS patients in the inpatient installation at Ratu ZalechaMartapura Regional Hospital.