Evaluation of BPJS and Non BPJS Outpatient Satisfaction for the Quality of Service in the Pharmacy Installation of Tugurejo Regional Hospital of Central Java Province

Abstract

Abstrak

Kepuasan pasien merupakan kualitas pelayanan yang diperoleh dari pelanggan yang timbul perasaan senang atau kecewa seseorang yang terjadi setelah membandingkan antara harapan dan persepsi mengenai informasi suatu produk yang telah diberikan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien BPJS dan Non BPJS terhadap kualitas pelayanan farmasi oleh Tenaga Teknis Kefarmasian ataupun Apoteker di Unit Farmasi Rawat Jalan RSUD Tugurejo Provinsi Jawa Tengah. Penelitian ini bersifat observasional dengan rancangan komparatif analitik yang dilakukan dengan pengambilan data secara cross sectional. pengambilan jumlah responden sebanyak 68 pasien yang terdiri dari 34 pasien BPJS dan 34 pasien Non BPJS dengan teknik pengambilan systematic sampling. Data diperoleh dari instrumen berupa kuesioner sebanyak 23 pertanyaan yang terdiri dari lima dimensi kepuasan pasien yaitu proses pengambilan obat (dispensing area), keterampilan farmasis (personnel’s skills), kepercayaan diri dan bantuan kepada pasien (confidentiality and assistance to patients), penjelasan dan penilaian tingkat kesehatan pasien (explanation and assessment to their state of health), dan kepuasan umum (general statisfaction). Data diolah menggunakan uji statistik mann-whitney dengan p-value >0,05. Hasil penelitian menunjukkan kepuasan pasien yang dilakukan di Rumah Sakit Umum Daerah Tugurejo tidak terdapat perbedaan yang signifikan dengan nilai p-value 0,583. Kesimpulan yang diambil bahwa tidak terdapat perbedaan kepuasan pasien BPJS dan Non BPJS terhadap pelayanan di Instalasi Farmasi RSUD Tugurejo Provinsi Jawa Tengah.

 

Kata kunci: kepuasan pasien, kualitas pelayanan, pasien BPJS dan Non BPJS, Rumah Sakit.

 

Abstract

Patient satisfaction is the quality of service obtained from customers that arises a feeling of pleasure or disappointment someone who occurs after comparing expectations and perceptions of information about a product that has been given. This study aims to determine the level of patient satisfaction of BPJS and Non BPJS on the quality of pharmaceutical services by Pharmaceutical Technical Workers or Pharmacists in the Outpatient Pharmacy Unit of Tugurejo District Hospital, Central Java Province. This research is observational with comparative analytic design which is done by cross sectional data collection. taking the number of respondents as many as 68 patients consisting of 34 BPJS patients and 34 Non BPJS patients with a systematic sampling technique. Data obtained from the instrument in the form of a questionnaire as many as 23 questions consisting of five dimensions of patient satisfaction namely the process of taking drugs (dispensing area), pharmacist skills (personnel's skills), confidence and assistance to patients (confidentiality and assistance to patients), explanation and assessment patient health (explanation and assessment of their state of health), and general satisfaction (general statisfaction). Data were processed using mann-whitney statistical test with p-value> 0.05. The results showed that there was no significant difference in patient satisfaction at the Tugurejo Regional General Hospital with a p-value of 0.583. The conclusion drawn is that there is no difference in BPJS and Non BPJS patient satisfaction with services at the Pharmacy Installation of Tugurejo District Hospital, Central Java Province.

 

Keywords: patient satisfaction, service quality, BPJS and Non BPJS patients, Hospital.