Analysis of Patient Satisfaction Levels of National Health Insurance Administration in Tanjung Botung Health Center Padang Lawas District

Abstract

Background: In Indonesia, the health care program is an insurance system, implemented by both the government and the private sector. Efforts made by the government in providing health insurance for the community such as the existence of the National Health Insurance. In this case, it can improve the health status of the community, as the National Health Insurance program has been held by the National Health Insurance Administration, as an effort to provide protection to the community in obtaining health care and meeting basic health needs. Purpose: The purpose of the study was to analyze the level of satisfaction of patients National Health Insurance Administration in Tanjung Botung Public Health Center, Padang Lawas Regency. Method: The study used observational with a cross section study approach. The population was 713 patients. The sample was 116 patients by using accidental sampling who used National Health Insurance Administration in Tanjung Botung Health Center. The data was analyzed by using statistical tests, chi-square and logistic regression. Results: The results of the study showed that responsiveness (p=0.001), reliability (p=0.003), empathy (p=0.001), and physical evidence (p=0.012) were variables related to the level of satisfaction of National Health Insurance Administration patients, while the assurance variable (p= 0.411) not related to the level of patient satisfaction. In addition, responsiveness has the most influence on the level of patient satisfaction with Exp (B) = 3.816. Conclusion: It was found that responsiveness, reliability, empathy, physical evidence were factors of patient satisfaction. So that prime health service efforts are needed to improve the quality of BPJS patient services.