Factors Affecting the Satisfaction of Inpatients of BPJS Health Participants at Bangkinang Hospital

Abstract

Patient satisfaction is a feeling that arises after comparing expectations with the reality obtained. The standard according to the Ministry of Health is Satisfaction of inpatients at Bangkinang Regional Hospital in 2021 was The BOR value has decreased in the last three years, namely 2019 by 57%, 2020 by 52% and 2021 by 43%. One of the causes is the Covid-19 pandemic that has occurred in the last two years. The purpose of this study was to look at the factors that affect the satisfaction of inpatients of BPJS Kesehatan participants at the Hospital. The study was conducted in the Bangkinang Regional Hospital, August 2022, with a total of 96 samples, respondents using a questionnaire. The data analysis used is univariate, bivariate and multivariate. Bivariate analysis found variables that affect patient satisfaction are empathy (p = 0.011), responsiveness (p=0.009), reliability (p=0.014) and patient experience (p=0.007). The variables that have no effect are assurance (p=0.238) and tangible (p=0.073). Multivariate analysis obtained two confounding variables, namely assurance and tangible. The dominant variable that has an effect is patient experience, with a POR value of 7.495. This research suggests that the hospital must equip facilities in the inpatient room, especially the call bell, provide training to improve the competence of officers, ESQ training, and provide links, social media accounts or Google Forms to respond to patient complaints quickly and effectively.Kepuasan pasien rawat inap di RSUD Bangkinang tahun 2021 adalah 76%. Tujuan penelitian ini adalah untuk melihat faktor-faktor yang mempengaruhi kepuasan pasien rawat inap peserta BPJS Kesehatan di Rumah Sakit. Penelitian dilakukan di wilayah kerja RSUD Bangkinang pada Agustus 2022 dengan jumlah sampel 96, pengambilan data dalam penelitian menggunakan kuesioner. Analisis data yang digunakan adalah univariat, bivariat dan multivariate. Berdasarkan analisis bivariat didap atkan variabel yang berpengaruh terhadap kepuasan pasien adalah empathy (p = 0.011), responsivenes (p=0.009), reliability (p=0.014) dan pengalaman pasien (p=0.007). Variabel yang tidak berpengaruh adalah assurance (p=0.238) dan tangible (p=0.073). Analisis multivariat   didapatkan dua variabel confounding yaitu assurance dan tangible. Variabel yang dominan berpengaruh adalah pengalaman pasien dengan nilai POR 7.495. Untuk itu perlu bagi rumah sakit melengkapi fasilitas di ruang rawat inap terutama bel pemanggil, memberikan pelatihan untuk meningkatkan kompetensi petugas, pelatihan ESQ, serta menyediakan link, akun sosial media ataupun google form agar dapat merespon keluhan pasien dengan cepat dan efekif.