The Relationship between Nursing Service Quality and Patient Satisfaction among Patients Covered by Indonesia’s National Health Insurance Scheme

Retno Palupi; Eka Yuliani; Armen Patria

Authors

Retno Palupi Universitas Mitra Indonesia
Eka Yuliani Universitas Mitra Indonesia
Armen Patria Universitas Mitra Indonesia

Keywords:

BPJS, nursing services, patient satisfaction, polyclinic, healthcare quality

Abstract

Introduction: Nursing services are a key determinant of healthcare quality and significantly influence patient satisfaction, especially among BPJS (Indonesia’s National Health Insurance) users. Inadequate nursing care has been associated with low satisfaction levels, impacting service utilization and hospital performance.

Objective: This study aimed to examine the relationship between nursing services and patient satisfaction among BPJS users in the polyclinic of Dr. A. Dadi Tjokrodipo Regional General Hospital, Bandar Lampung.

Method: A quantitative approach with a cross-sectional design was employed. The population included all BPJS patients in the polyclinic room in 2024. A purposive sampling technique was used to select 99 respondents who met the inclusion criteria. Data were collected using a validated structured questionnaire and analyzed using univariate and bivariate statistical methods, including the Chi-square test.

Result: The majority of respondents rated the nursing services as good and expressed satisfaction with the services received. Among those who perceived nursing services as good, most reported being satisfied. Conversely, patients who perceived the services as not good tended to be dissatisfied. A significant relationship was found between nursing services and patient satisfaction (p-value = 0.000).

Conclusion: There is a significant association between the quality of nursing services and the level of patient satisfaction among BPJS users. Improving nursing care is essential to enhance patient experiences and promote service utilization. Future studies should explore other contributing factors such as patient feedback, infrastructure, and facility availability to provide a more comprehensive understanding of healthcare quality determinants.

Downloads

Download data is not yet available.

References

Andini, R. U. (2022). Gambaran Tingkat Kepuasan Pasien Rawat Inap Terhadap Pelayanan Kesehatan Di Puskesmas Sanggi Tanggamus Lampung Tahun 2022. https://digilib.esaunggul.ac.id/gambaran-tingkat-kepuasan-pasien-rawat-inap-terhadap-pelayanan-kesehatan-di-puskesmas-sanggi-tanggamus-lampung-tahun-2022-26868.html

ASTUTI, P. P. (2017). Hubungan mutu pelayanan keperawatan dengan kepuasan pasien di RS PKU Muhammadiyah Bantul. Protein Science, 16(4), 733–743.

Awalinda, T., Ake, J., & Consolatrix da Silva, M. (2019). Tingkat Kepuasan Pasien Peserta Bpjs Kesehatan Terhadap Kualitas Pelayanan Di Puskesmas Bailang Kota Manado. Jurnal Ilmiah Perawat Manado (Juiperdo), 7(1), 01–12.

Basri, B., & Abdillah, H. (2021). Hubungan Pelayanan Perawat Terhadap Kepuasan Pasien Pengguna Kartu Kis Bpjs Di Ruang Rawat Inap Rsud Sekarwangi Sukabumi. Jurnal Ilmu Kesehatan Bhakti Husada: Health Sciences Journal, 12(1), 51–62. https://doi.org/10.34305/jikbh.v12i1.249

Dewi, L. (2021). Literatur Review: Kualitas Pelayanan Terhadap Kepuasan Pasien Peserta Bpjs. Babul Ilmi Jurnal Ilmiah Multi Science Kesehatan, 13(2). https://doi.org/10.36729/bi.v13i2.932

Effendi, K. (2020). Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Uptd Puskesmas Mutiara Tahun 2019. Excellent Midwifery Journal, 3(2), 82–90. https://doi.org/10.55541/emj.v3i2.127

Ekonomi, J., & Akuntansi, M. (2024). Neraca Neraca. 1192, 304–317.

Eliya Astutik, E. (2020). Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien Peserta BPJS Rawat Jalan Di Puskesmas. Jurnal Kesehatan Dr. Soebandi, 8(2), 158–163. https://doi.org/10.36858/jkds.v8i2.243

Frida, E. M., & Putri, H. (2019). Hubungan pelayanan keperawatan dengan kepuasan pasien bpjs rawat inap dirumah sakit umum herna medan. VI, 117–123.

Gasong, D. N., Agustina, V., & Valentina, C. (2023). Hubungan Antara Kepuasan Pasien BPJS Rawat Inap Terhadap Mutu Layanan Keperawatan Di Rumah Sakit Umum Daerah Salatiga. Jurnal Keperawatan Muhammadiyah, 8(1). https://doi.org/10.30651/jkm.v8i1.15782

Hasanah, U., Hermawan, D., & Amirus, K. (2024). Hubungan Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Di Rumah Sakit X Bandar Lampung. Jurnal Medika Malahayati, 7(4), 1093–1102. https://doi.org/10.33024/jmm.v7i4.12037

Herlambang, S. (2016). Manajemen Pelayanan Kesehatan Rumah Sakit.

Hersan Arifin, M., & Suprayitno. (2021). Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien Pengguna BPJS Kesehatan Di Puskesmas Segiri Kota Samarinda. Borneo Student Research (BSR), 2(2), 1234–1239. https://journals.umkt.ac.id/index.php/bsr/article/view/1968

Hidayah, V. P. & N. (2019). Proses Keperawatan pendekatan teori dan praktek.

Ibrahim, S. A., Mas, S. R., Suking, A., & Rahim, N. K. (2022). Perbandingan Sistem Pendidikan Sarjana Keperawatan Indonesia dan Inggris. Edukatif : Jurnal Ilmu Pendidikan, 4(4), 5558–5563. https://doi.org/10.31004/edukatif.v4i4.3054

Ilkafah. (2022). Kepuasan Pasien sebagai Indikator Mutu dalam Pelayanan Kesehatan. https://news.unair.ac.id/id/2022/01/04/kepuasan-pasien-sebagai-indikator-mutu-dalam-pelayanan-kesehatan/#:~:text=Kepuasan pasien terhadap pelayanan kesehatan,%2C dan safe (aman).

Imelda, L., Frans, S., & Tage, P. S. K. (2021). Pengaruh Kualitas Pelayanan Keperawatan Terhadap Kepuasan Pasien Baru Di Ruang Instalasi Gawat Darurat RSUD Kefamenanu. CHMK Nursing Scientific Journal, 5(1), 6–17.

Law, A., Hukum, F., Diponegoro, U., Services, P., Publik, P., & Pendahuluan, A. (2019). Badan Penyelenggara Jaminan Sosial ( BPJS ) Kesehatan Sebagai Pelayanan Publik. 2(4), 686–696.

Mustikasari, A. P. (2021). BPJS Kesehatan Memberikan Jaminan Kesehatan Terhadap Pasien Atau Masyarakat. Yustitiabelen, 7(2), 146–154. https://doi.org/10.36563/yustitiabelen.v7i2.304

Naurah, G., Simarmata, M., & Sidi Jambak, R. (2024). Hak dan Privasi Pasien Rumah Sakit di Era Digitalisasi. COMSERVA : Jurnal Penelitian Dan Pengabdian Masyarakat, 3(12), 4798–4805. https://doi.org/10.59141/comserva.v3i12.1295

Pipit Muliyah, Dyah Aminatun, Sukma Septian Nasution, Tommy Hastomo, Setiana Sri Wahyuni Sitepu, T. (2020). Kepuasan Pasien. Journal GEEJ, 7(2).

Pranata Indra, D., Ramadhan, Y., & Ruswanti, E. (2022). Pengaruh Kualitas Pelayanan terhadap Loyalitas Pasien yang Dimediasi Oleh Pemasaran Relasional dan Kepuasan Pasien. Jurnal Health Sains, 3(2), 199–212. https://doi.org/10.46799/jhs.v3i2.418

Prayatna, E. (2020). Faktor-Faktor yang Mempengaruhi Kualitas Pelayanan Perawat. https://www.erisamdyprayatna.com/2020/01/faktor-faktor-yang-mempengaruhi_27.html

Solihin, S. (2024). Hubungan Kualitas Pelayanan Keperawatan terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Ali Sibroh Malisi Tahun 2023. Journal of Management Nursing, 3(4), 393–398. https://doi.org/10.53801/jmn.v3i4.190