GAMBARAN KEPUASAN PASIEN PENGGUNA KARTU BPJS DI POLI RS SWASTA PEKANBARU

Abstract

Health is a basic human needs to be able to live a productive, decent and patient satisfaction BPJS card users is one
of the main indicators to know whether or not the service of RS. This research aims to know the description of
patient satisfaction BPJS card users in Poly RS Private Pekanbaru with adescriptive quantitative research design. The
research sample is 100 people respondents is taken based on the criteria of inclusion of non probability sampling
using a technique that is purposive sampling. Measuring instrument used was a questionnaire to measure patient
satisfaction BPJS card users. The results showed 100 people from respondents who researched most patients based
on age level is adult end end 36-45 year i.e. as many as 27 people respondents (27%), sex women 54 people
respondents (54%), high school education 52 those respondents (52%),Private job 28 respondents (28%). Patient
satisfaction was based on a dimension of tangibles satisfied 88 respondents (88%) people, the less satisfied amounted to
5 respondents (5%), reliability of patients satisfied people 69 respondents (69%), less satisfied 29 respondents (29%),
responsiveness (91 people satisfied respondents 91%), less satisfied 4 respondents (4%), assurance satisfied 92 people
respondents (92%), less satisfied three people respondents (3%), 66 people satisfied emphaty respondents (66%), less
satisfied 31 respondents (31%). Thus obtained a majority of patients BPJS card users were satisfied with the services
provided at the in poly RS Syafira Pekanbaru is as much as 86(86%). Advice so that more hospitals improve patient
satisfaction was created primarily in order for card users BPJS.

Keywords: BPJS, Patient Satisfaction,Respondent