HUBUNGAN ANTARA MUTU PELAYANAN PERAWAT DAN TINGKAT PENDIDIKAN DENGAN KEPUASAN PASIEN PESERTA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN DI RUANG RAWAT INAP RUMAH SAKIT ISLAM (RSI) SITTI MARYAM KOTA MANADO
DOI:
https://doi.org/10.35799/pha.4.2015.10213Abstract
HUBUNGAN ANTARA MUTU PELAYANANÂ PERAWAT DAN TINGKAT PENDIDIKAN DENGAN KEPUASAN PASIEN PESERTA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN DI RUANG RAWAT INAP RUMAH SAKIT ISLAM (RSI) SITTI MARYAM KOTA MANADO
Azlika M. Alamri1), Adisti A. Rumayar1), Febi K. Kolibu1)
1)Fakultas Kesehatan Masyarakat Universitas Sam Ratulangi
ABSTRACT
Public as health services users expect the optimal health care organized by the hospital about the performance of health workers in order to fulfill the needs of patients which is measured by patient satisfaction. The increasing of public education demand for quality health services, especially nurses service which can be seen from the erviqual dimension (responsiveness, reliability, assurance, empathy, physical evidence). Nurse service has many parts that interact with patients directly, so the quality of services performed by nurses is an indicator of good or poor quality of care in hospitals. This study aims to determine the correlation between nurses service quality and education level with BPJS patients in the inpatient unit RSI Sitti Maryam Manado. This study is an analytic survey with cross sectional study design. There are 89 samples in total based on inclusion criteria. The collection of data obtained through questionnaires. The statistical tests used to analyze the relationship between variables is chi square test, with α = 0.05 and C1 = 95%. The result of bivariate analyzation show there is a corrrelation between the quality of nursing care with patient satisfaction because p value = 0,000 <α (0.05). The bivariate test result also shows the value of OR 7733 and then to the variable level of education that there is no correlation between level of education and patient satisfaction because p value = 0.750> α (0,05) Through this study, researcher gives suggestions to the hospital in order to draw up a program of patient satisfaction surveys on a regular basis.
Keywords: Quality of Care Nurse, Level of Education, Health BPJS Participants Patient Satisfaction
ABSTRAK
Masyarakat sebagai pengguna jasa layanan kesehatan mengharapkan pelayanan kesehatan yang optimal yang diselenggarakan oleh rumah sakit tentang kinerja tenaga-tenaga kesehatan dalam memenuhi kebutuhan pasien yang diukur dari kepuasan pasien. Meningkatnya pendidikan masyarakat menuntut adanya mutu pelayanan kesehatan terutama pelayanan perawat yang dapat dilihat dari dimensi serviqual (ketanggapan, kehandalan, jaminan, empati, bukti fisik). Pelayanan perawat mempunyai bagian yang banyak berinteraksi dengan pasien secara langsung sehingga mutu pelayanan yang dilaksanakan oleh perawat merupakan indikator baik atau buruknya mutu pelayanan di rumah sakit. Tujuan penelitian ini untuk mengetahui hubungan antara mutu pelayanan perawat dan tingkat pendidikan dengan kepuasan pasien pesertat Badan Penyelenggara Jaminan Sosial (BPJS Kesehatan) di ruang rawat inap RSI Sitti Maryam Kota Manado.Penelitian ini menggunakan survey analitik dengan rancangan cross sectional study. Jumlah sampel dalam penelitian ini sebanyak 89 sampel berdasarkan kriteria inklusi. Pengumpulan data diperoleh melalui kuesioner. Uji statistik yang digunakan untuk menganalisis hubungan antar variabel menggunakan uji chi square, dengan α = 0,05 dan C1= 95%. Hasil analisis bivariate menunjukkan terdapat hubungan antara mutu pelayanan perawat dengan kepuasan pasien karena nilai p value = 0,000 < α (0,05). Hasil uji bivariat juga menunjukan nilai OR 7.733 dan kemudian untuk variabel tingkat pendidikan yaitu tidak terdapat hubungan antara tingkat pendidikan dengan kepuasan pasien karena nilai p value = 0,750 > α (0,05). Melalui penelitian ini peneliti memberikan saran bagi pihak rumah sakit agar dapat menyusun program survey kepuasan pasien secara berkala.
Kata kunci: Mutu Pelayanan Perawat, Tingkat Pendidikan, Kepuasan Pasien Peserta BPJS Kesehatan
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