ANALISIS KEPUASAN PASIEN JKN DAN NON JKN DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH PALEMBANG BARI 2018

SATRIA, BENI and Safriantini, Dian (2019) ANALISIS KEPUASAN PASIEN JKN DAN NON JKN DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH PALEMBANG BARI 2018. Undergraduate thesis, Sriwijaya University.

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Abstract

Hospital Patient Satisfaction is a benchmark for patients for the decision to use services in the future. Based on the value of Walk Through Audit (WTA) Health BPJS Palembang Bari General Hospital ranks 16th in the level of patient satisfaction with an average score of 76.0. This study aims to determine the level of satisfaction of NHI and Non NHI patients in the Outpatient Installation of Palembang Bari Regional General Hospital. This type of research is quantitative with a cross sectional approach and uses a statistical test with different means, namely independent t-test, the population used in this study were all outpatients at the Palembang Bari Regional General Hospital. The sample of this study was outpatients consisting of 50 NHI patients and 50 Non NHI patients with sampling techniques namely Purposive sampling. Data collection was conducted using a questionnaire consisting of expectations and reality scores, each consisting of 8 dimensions of patient satisfaction with 37 statement attributes. The results of this study indicate that there are dimensions that have not satisfied patients in NHI and Non NHI patients by looking at the average value of Gap between expectations and reality scores, namely on the tangibility dimension with the average Gap value in NHI patients (-3.72), dimensions reliability with the average Gap value of NHI patients (-2.22), the responsiveness dimension with the average Gap value of NHI patients (-2.76), the assurance dimension of the average Gap value in NHI patients (-0.98) and on access dimensions with an average Gap value (-5.46). Unsatisfactory dimensions in Non NHI Patients are tangibility dimensions with an average Gap value (-2.52). Suggestion for Palembang Bari General Hospital in Outpatient Installation so that there is leveling in health services so that there is no gap between NHI and Non NHI patients in hospitals and improving services from registration to medical services to approach the needs and desires of patients in hospitals

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: statisfaction, national health insurance
Subjects: R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: 10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User: Beni Satria
Date Deposited: 07 Aug 2019 07:49
Last Modified: 07 Aug 2019 07:49
URI: http://repository.unsri.ac.id/id/eprint/2798

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