Differences in perception of responsiveness between BPJS and non-BPJS patients
Abstract
Responsiveness is a person's ability to help and provide fast and appropriate service to every customer in the hospital. The background of this research is the decrease in the number of visits by Social Security Administration Agency (BPJS) Kesehatan patients and Non-BPJS Kesehatan patients at the Outpatient Installation at Tk.II Health Hospital 14.05.01 Pelamonia. The purpose of the study was to determine differences in the perception of responsiveness between BPJS Kesehatan patients and non-BPJS Kesehatan patients in the Outpatient Installation of Tk.II Hospital 14.05.01 Pelamonia.Research Methods This research is a quantitative descriptive cross-sectional approach. The sampling technique uses stratified random sampling. The number of samples in this study was 333, consisting of 317 BPJS Kesehatan patient respondents and 16 non-BPJS Kesehatan patient respondents. The data in this study were obtained by distributing questionnaires to patients. The results showed that there were significant differences between BPJS Kesehatan patients and non-BPJS Kesehatan patients in Prompt Attention (p = 0.000), Dignity (p = 0.000 Autonomy (p = 0.046), Basic amenities (p = 0.000), Choice Of Provider (p = 0.000), Dignity (p = 0.000), and Access to social support networks (p = 0.000), and there is no difference in perception between BPJS Kesehatan and non-BPJS Kesehatan patients for Comunnication (p = 0.548). Data analysis used the Mann-Whitney test. Non-BPJS Kesehatan patients in Outpatient Installations have a better perception of responsiveness than BPJS Kesehatan patients. It is hoped that the hospital will be able to improve the quality of service without having to differentiate between BPJS Kesehatan patients and non BPJS Kesehatan patients
References
Dilla, H. I., & Arso, S. P. (2017). Analisis Perbedaan Responsiveness Pelayanan Rawat Jalan pada Pasien Umum dan Pasien BPJS di Balai Kesehatan Indera Masyarakat (BKIM) Provinsi Jawa Tengah. Jurnal Kesehatan Masyarakat, 51–60.
Dilla, H. I., Arso, S. P., & Fatmasari, E. Y. (2017). Analisis Perbedaan Responsiveness Pelayanan Rawat Jalan Pada Pasien Umum dan Pasien BPJS di Balai Kesehatan Indera Masyarakat (BKIM) Provinsi Jawa Tengah. Jurnal Kesehatan Masyarakat (e-Journal), 5(9), 51–60.
Dyona, W. A. (2020). Tingkat Kepuasan Pasien terhadap Pelayanan Keperawatan di Bangsal Rawat Inap Rumah Sakit Panti Rini Yogyakarta. Stikes Patih Rapih Yogyakarta.
Fitriana, R. N., Suryawati, C., & Fatmasari, E. Y. (2018). Analisis Perbedaan Persepsi Pasien Umum dan BPJS Terhadap Tingkat Responsiveness Pelayanan Rawat Jalan di Rumah Sakit Umum Derah Tugurejo Semarang. In jurnal kesehatan masyarakat (e-Journal) (Vol. 6).
Gostin, L., & Hon, L. L. D. (2003). The Domains of Health Responsiveness – A Human Rights Analysis. 2.
Hamid, S. A., & Begum, A. (2019). Responsiveness of the urban primary health care delivery system in Bangladesh: A comparative analysis. The International Journal of Health Planning and Management, 34(1), 251–262. https://doi.org/10.1002/HPM.2626
Henny, S. (2017). Pengaruh Persepsi tentang Mutu Pelayanan terhadap Minat Kunjungan Ulang di Klinik SPOG Rumah Sakit DR. Pringadi Medan.
Hutauruk, D. F., Arso, S. P., & Wigati, P. A. (2017). Analisis Responsiveness Pelayanan Kesehatan dI Instalasi Rawat Inap Rumah Sakit Nasional Diponegoro Semarang. 5(2006), 51–58.
Mohammadi, A., & Koorosh, K. (2014). Responsiveness in the Healthcare Settings: A Survey of Inpatients. International Journal of Hospital Research, 3(3), 123–132.
Nastiti, A. S., Denny, H. M., & ... (2017). Analisis Kesiapsiagaan Perawat Instalasi Rawat Inap Kelas 3 Terhadap Bencana Kebakaran di Rumah Sakit X Kota Semarang. … Kesehatan Masyarakat (e ….
WHO. (2000). The World Health Report 2000.
