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TINGKAT KEPUASAN PASIEN BPJS RAWAT INAP TERHADAP KINERJA PETUGAS RUMAH SAKIT AKIBAT KETERLAMBATAN KLAIM BPJS DI RS BHAYANGKARA ANTON SOEDJARWO PONTIANAK Hildegardis Debby; Agus Dony Susanto; Made Nyandra
Seminar Ilmiah Nasional Teknologi, Sains, dan Sosial Humaniora (SINTESA) Vol 1 (2018): PROSIDING SINTESA
Publisher : LPPM Universitas Dhyana Pura

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Abstract

ABSTRACTMedical record as proof of service information so that the claim process can be verified by health insurance. The delay in claiming BPJS made Bhayangkara Hospital Anton Soedjarwo Pontianak forced to cover operational costs to disrupt hospital finances. As a result, hospital staff become under pressure so that it influences the performance of the officers on the quality of service. Patient satisfaction as a consumer on the performance of health workers can be measured by quality dimensions such as reliability, responsiveness, assurance, empathy, and tangible. The design of this study is a quantitative descriptive analytical survey. This type of study was cross sectional with 85 respondents, namely hospitalized BPJS patients who had completed their services. The results showed that there was a relationship between the level of satisfaction of hospitalized BPJS patients toward the performance of hospital staff due to delays in BPJS claims at Bhayangkara Hospital Anton Soedjarwo Pontianak. The relationship between the satisfaction level of hospitalized BPJS patient using service quality, namely reliability with p value of 0.001 <0.05 (p <0.05), responsiveness with p value of 0.000 <0.05 (p <0.05), assurance with p value 0.000 <0.05 (p <0.05), Emphaty with p value 0.001 <0.05 (p <0.05), and tangible p 0.008 <0.05 (p <0.05).Keywords: Delay, officer performance, patient satisfaction.ABSTRAKRekam medis sebagai informasi bukti pelayanan agar proses pengklaiman dapat diverifikasi oleh Jaminan kesehatan. Keterlambatan pengklaiman BPJS membuat RS Bhayangkara Anton Soedjarwo Pontianak terpaksa menalangi biaya oprasional juga mengganggu keuangan rumah sakit. Akibatnya, petugas rumah sakit menjadi bekerja dibawah tekanan sehingga mempengaruhi kinerja petugas terhadap kualitas pelayanan. Kepuasan pasien sebagai konsumen terhadap kinerja petugas kesehatan dapat diukur dengan dimensi mutu seperti reliability, responsiveness, assurance, emphaty, dan tangible. Desain penelitian ini adalah survei analtik deskriptif kuantitatif. Jenis penelitian menggunakan cross sectional dengan 85 orang responden yaitu pasien BPJS rawat inap yang telah selesai melakukan pelayanan. Hasil penelitian diperoleh, bahwa terdapat hubungan antara tingkat kepuasan pasien BPJS rawat inap terhadap kinerja petugas rumah sakit akibat keterlambatan klaim BPJS di RS Bhayangkara Anton Soedjarwo Pontianak. Hubungan antara tingkat kepuasan pasien BPJS rawat inap menggunakan service quality yaitu reliability dengan nilai p 0,001<0,05 (p<0,05), responsiveness dengan nilai p 0,000<0,05 (p<0,05),assurance dengan nilai p 0,000<0,05 (p<0,05), Emphaty dengan nilai p 0,001<0,05 (p<0,05), dan tangible p 0,008<0,05 (p<0,05).Kata Kunci: Keterlambatan, kinerja petugas, kepuasan pasien