Kualitas Pelayanan Kesehatan dan Kepuasan Pasien Peserta Jaminan Kesehatan Nasional di Puskesmas X Kota Padang
Authors: Handiny Febry , Fitri Fitri , Oresti Syalvia 
Published: January 2024

Abstrak
Latar belakang: Kepesertaan JKN di Indonesia yang terbanyak berasal dari segmen Penerima Bantuan Iuran (PBI) (APBN) sebesar 49,10%. Pada akhir tahun 2020, jumlah kepesertaan JKN mencapai 222,4 juta jiwa, di mana terjadi penurunan dibandingkan dengan kepesertaan tahun 2019. Pada akhir tahun 2021 jumlah kepersertaan BPJS di Puskesmas X Kota Padang menurun dari 23.637 menjadi 23.053 dari 70.300 penduduk. Salah satu penyebabnya yaitu kurangnya kejelasan informasi yang disampaikan petugas administrasi pada saat melayani pasien. Tujuan penelitian ini adalah untuk mengetahui hubungan kualitas pelayanan kesehatan dengan kepuasan pasien peserta JKN di Puskesmas X Kota Padang Tahun 2022.
Metode: Studi cross sectional dilakukan di Puskesmas X Kota Padang pada Februari-Agustus tahun 2022. Populasi adalah pasien peserta JKN yang berkunjung ke Puskesmas X Kota Padang dengan sampel sebanyak 43 responden. Teknik pengambilan sampel menggunakan purposive sampling. Data dikumpulkan melalui kuesioner dengan angket, dianalisis secara univariat dan bivariat dan di uji mengunakan uji chi-square.
Hasil: Dimensi mutu ditemukan berhubungan signifikan yaitu kehandalan (p=0,001), daya tanggap (p=0,001), jaminan (p=0,011), empati (p=0,001) dan bukti fisik (0,001) dengan tingkat kepuasan pasien peserta JKN.
Kesimpulan: Diharapkan kepada Puskesmas X dapat meningkatkan kualitas dan mutu pelayanan kesehatan dengan meningkatkan profesionalitas sumber daya manusia melalui peningkatan kemampuan manajerial dan pelatihan-pelatihan sesuai kompetensi, meningkatkan dan mengembangkan sarana dan prasarana dalam mencapai pelayanan prima
Quality of Health Services and Patient Satisfaction Participating in the National Health Insurance at the X Health Center in Padang City
Abstract
Background: The most NHI (National Health Insurance) participation in Indonesia came from the non-contributory modality (PBI) from a state budget (APBN) segment of 49.10%. At the end of 2020, the number of HNI participants reached 222.4 million people, which was a decrease compared to the participation in 2019. At the end of 2021, the number of Social Security Agency of health (BPJS) participation in the X Public Health Center, Padang decreased from 23,637 to 23,053 from 70,300 residents, one of the reasons was the lack of clarity of information submitted by administrative officers when serving patients. The purpose of this study was to determine the relationship between the quality of health services and the satisfaction of HNI participants at the X Public Health Center in Padang, West Sumatera.
Methods: A cross sectional study was conducted at the X Health Center of Padang during February to August 2022. The population was the NHI participants who visited the X Health Center with a sample of 43 respondents. The sampling technique used purposive sampling. Data were collected through questionnaires, analyzed univariately and bivariately and tested using chi-square tests.
Results: The quality dimensions were found to be significantly related, namely reliability (p=0.001), responsiveness (p=0.001), assurance (p=0.011), empathy (p=0.001) and physical evidence (0.001) with the level of satisfaction of JKN participant patients.
Conclusion: It is hoped that Puskesmas X can improve quality of health services by increasing the professionalism of human resources through increasing managerial capabilities and training according to competence, improving and developing facilities and infrastructure in achieving excellent service.