Analisis Kepuasan Pasien BPJS Kesehatan terhadap Pelayanan Rawat Jalan di Rumah Sakit

Mukaromah, Silfiatul and Swari, Selvia Juwita and Rachmawati, Ervina and Suyoso, Gandu Eko Julianto (2022) Analisis Kepuasan Pasien BPJS Kesehatan terhadap Pelayanan Rawat Jalan di Rumah Sakit. Jurnal Penelitian Kesehatan" SUARA FORIKES"(Journal of Health Research" Forikes Voice"), 13 (Khusus). pp. 60-68. ISSN 2502-7778

Text (Hasil SImilarity) 6T. Analisis Kepuasan Pasien BPJS Kesehatan terhadap Pelayanan Rawat Jalan di Rumah Sakit.pdf - Supplemental Material Available under License Creative Commons Attribution Share Alike. Download (2MB)

Abstract

The success of health services is related to the level of patient satisfaction. Hospitals are required to provide quality services in accordance with standards and targets. The purpose of this study was to analyze BPJS Kesehatan patient satisfaction with outpatient services at the hospital in terms of 5 dimensions of SERVQUAL using the literature review method. A total of 15 articles that met the inclusion and exclusion criteria were obtained from Google Scholar, Crossref, and Garuda Portal. The results of the review are reliability; patients are satisfied with the accuracy of the patient service process, but are not satisfied with the timeliness and service procedures. Responsiveness; patients are satisfied with the ability of officers to respond to patientrequests, but are dissatisfied with the speed and responsiveness of officers in treating patients. assurance; patients are satisfied with the competence of officers as well as guarantees of security and safety provided, but patients are also dissatisfied with the competence and friendliness and courtesy of officers. Empathy; patients are satisfied with officers who do not discriminate and respect patients, but patients are not satisfied with officers who are not attentive. Tangibles; patients are satisfiedwith the cleanliness, tidiness, and comfort of the facility, but there are still patients who are dissatisfied with this

Actions (login required)

View Item