FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN BPJS RAWAT JALAN DI PUSKESMAS RANGKASBITUNG KABUPATEN LEBAK BANTEN PERIODE JANUARI-JUNI 2022
DOI:
https://doi.org/10.31004/jkt.v4i4.19405Keywords:
Kualitas pelayanan kesehatan, Kepuasan pasien, PuskesmasAbstract
Puskesmas merupakan gerbang pertama dalam penapisan dan pelayanan kesehatan baik perseorangan maupun masyarakat. Pelayanan yang baik akan menghasilkan kepuasan pasien yang ditandai dengan kepercayaan pasien untuk berobat di fasilitas tersebut. Lonjakan dan penurunan angka kunjungan pasien merupakan salah satu respon terhadap kualitas pelayanan kesehatan Angka kunjungan pasien BPJS di poli rawat jalan Puskesmas Rangkasbitung pada Februari-Maret 2023 mengalami kenaikan tercatat 1.015 menjadi 1.260 pasien. Sedangkan pada April 2023, terjadi penurunan yang signifikan hampir 50% kunjungan pasien BPJS yaitu sebanyak 581 pasien. Penelitian ini bertujuan untuk mengetahui lebih lanjut faktor yang mempengaruhi kepuasan pasien BPJS di poli rawat jalan Puskesmas Rangkasbitung. Penelitian ini adalah penelitian kuantitatif dengan rancangan cross sectional dan populasi sebanyak 1.303 dengan jumlah sampel sebanyak 90 responden. Teknik sampling yang digunakan dengan cara teknik non probability convenience sampling dengan uji analisis univariat, bivariat menggunakan Chi-Square dan analisis multivariat menggunakan uji Regresi Logistik Berganda. Hasil Penelitian menunjukan bahwa terdapat pengaruh kelengkapan klinis (p value 0,012), tenaga kesehatan dan pelayanan kesehatan (p value 0,001), perilaku dokter (p value 0,0001), prosedur pendaftaran dan administrasi (p value 0,0001), infrastruktur dan fasilitas (p value 0,005), profesionalitas dokter (p value 0,0001) dan resepsionis rawat jalan (p value 0,0001) terhadap kepuasan pasien. Hasil analisis multivariat menunjukan bahwa faktor yang paling dominan terhadap kepuasan pasien adalah prosedur administrasi dan pendaftaran. Pendaftaran merupakan pintu pertama dimulainya interaksi antara petugas kesehatan dan pasien, sehingga sikap yang baik akan menghasilkan citra yang baik pula.References
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