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Yunita, Jasrida
Magister Kesehatan Masyarakat, Universitas Hang Tuah Pekanbaru
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Patient satisfaction analysis of BPJS at the balai makam community health center in bathin solapan subdistrict, bengkalis regency Novi Nurmayanty; Elfindri Elfindri; Jasrida Yunita
Science Midwifery Vol 11 No 3 (2023): August: Midwifery and Health Sciences
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/midwifery.v11i3.1338

Abstract

Patient satisfaction at the Balai Makam Public Health Center in Bathin Solapan Sub-district can be influenced by several issues experienced in healthcare services. To address these issues, this study was conducted with the aim of analyzing the level of patient satisfaction with BPJS (Social Health Insurance) at the Balai Makam Public Health Center. The research utilized a mixed-method approach, involving primary informants who were BPJS patients at the Balai Makam Public Health Center, supportive informants consisting of healthcare providers at the health center, and key informa nts who were responsible for the BPJS Pcare program at the Balai Makam Public Health Center. Primary data were obtained through questionnaires, in-depth interviews, and observations, while secondary data were obtained from profiles, programs, and patient visit reports. Data analysis was conducted using both quantitative and qualitative methods, employing univariate, bivariate, and multivariate analysis techniques. The research findings indicate that the majority of patients (52.1%) were dissatisfied with the provided services. Several factors influenced patient satisfaction at the Balai Makam Public Health Center. Variables significantly associated with patient satisfaction with BPJS at the Balai Makam Public Health Center in Bathin Solapan Sub-district included reliability (p-value 0.002; OR= 7.581), responsiveness (p-value 0.000; OR= 14.069), assurance (p-value 0.000; OR= 20.160), tangibles (p-value 0.001; OR= 4.885), and empathy (p-value 0.000; OR= 18.462). The variable that had the most significant impact on patient satisfaction was responsiveness to services after controlling for the empathy variable. Insufficient responsiveness to service had a risk up to 21 times higher in causing dissatisfaction among BPJS patients at the Balai Makam Public Health Center in Bathin Solapan Sub-district. Interview results indicated that the main factor influencing BPJS patient satisfaction was tangible evidence.
Co-Authors Abdurrahman Hamid Agus Alamsyah Ahmad Hanafi Ahmad Hanafi Ahmad Hanafi Ahmad Satria Efendi, Ahmad Satria Aldiga Reinarti Abidin Aldiga Rienarti Abidin arief wahyudi Arnawilis Arnawilis Asfeni Asfeni Asmala Sari Aulia Astri Buchari Lapau Budi Hartono Budi Hartono chaliza bebby ewys Cindy Friskhilia Tarigan Damayanti, Elok Dami Yanthi Dedi Afandi Dedi Afandi Dedi Afandi Dedi Sambudi Dendi Zulheri Donel S Doni Jepisah ega kartini Elfindri Elfindri Elfindri, Elfindri Endang Purnawati Rahayu Ennimay Ennimay Lita Helda Suryani Munir Henni Djuhaeni henny Djuhaeni Herlina Susmaneli Herniwanti Herniwanti Heryudarini Harahap Hetty Ismainar Hidayati Mukhtar Iin Rodearni Indra Kurniawan Irwan Muryanto Irwan Muryanto Islamiyah Islamiyah Ismail Marzuki Hasibuan Iswadi Iswadi Kamali Zaman Kamali Zaman Karjoso, Tri Krianto Kholida Hosni Kismiyatul Fitriya Muftika Kiswanto Kiswanto Kiswanto Kiswanto Kiswanto Kiswanto Komala Sari Komala sari, Komala Leonita, Emy Lita M. Kamali Zaman Maimun, Nur Marlina, Hastuti Marna Dewi Masdalena Masdalena mazdalifa ifa Medy Surtiawaty Meriwati Mahyuddin Mishbahuddin Mishbahuddin Mitra Mitra Mitra Mitra Mitra Mitra Muhamad Dedi Widodo Muhammad Fadil Amirullah Muhammad Muzakir Fahmi Muhammad Rizul Efendi Nopriadi Novi Nurmayanty Novita Rani Nur Asjeti Nurlisis, Nurlisis Nurmaimun Nurmaimun Nurmala Sari Jambago Nurvi Susanti Oktavia Dewi Petty Rismawati Popi Purnama Sari Priwahyuni, Yuyun Priwahyuni Rabita Rabita Rany, Novita Raviola Raviola Renaldi, Reno Rima Melati Riri Julianti Rizal Husfaudin rospita rahmi rospita Santi Miyusliani satiti rahayu Shanti Veroniga Handayani Siska Mayang Sari Siti Handam Dewi Sri Desfita, Sri Sri Wardani Suharsanto Suharsanto Sumengen Sumengen Sumengen Sutomo Syafrani Syafrani Syamsul Bahri Riva'i Syamsul Bahri Rivaí Tin Gustina Tin Gustina Tin Gustina Tursini Tursini Wahidah Fitri Welly Sando Wirdaningsih Wirdaningsih Wulan Sari Yanwir Kamal Yanwir Kamal Yanwir Kamal yeni afriani Yuli Wulandari Zainal Abidin Zainal Abidin Zainal Abidin Zaini Rizaldi Zela Familta Zulfahman Zulfan Saam