Hubungan Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien BPJS Rawat Inap Kelas III di RSUD OKU Timur

Abstract

"Quality healthcare services are key to achieving patient satisfaction. The level of patient satisfaction is influenced by many factors, including comfort during treatment, the quality of human interaction, and the timeliness of service. Issues regarding suboptimal service prompted researchers to examine the relationship  service quality and the satisfaction of Class III inpatient BPJS patients at RSUD OKU Timur. This study aims to determine the relationship between specific aspects of healthcare quality—comfort, human relations, and timeliness—and the satisfaction of Class III Inpatient BPJS patients. The research utilized a quantitative method with a cross-sectional design. Samples were collected through incidental sampling from a total of 30 Class III inpatient BPJS patients. Data were gathered via questionnaires and interviews, then analyzed univariately and bivariately using the chi-square test to assess the significance of the relationship between variables. The results showed that the majority of patients (60%) were dissatisfied with the services received, while 40% were satisfied. Regarding service quality, 56.7% of respondents rated comfort as poor, 56.7% rated human relations as poor, and 46.7% stated that timeliness was unsatisfactory. Statistical analysis revealed a significant relationship between comfort and patient satisfaction (p-value = 0.001; Odds Ratio 25.000), human relations and patient satisfaction (p-value = 0.013; Odds Ratio 10.500), and timeliness of service and patient satisfaction (p-value = 0.021; Odds Ratio 10.000). In conclusion, healthcare service quality—encompassing comfort, human relations, and timeliness—significantly influences the satisfaction of Class III Inpatient BPJS patients at RSUD OKU Timur. It is hoped that these findings will serve as input for the hospital to continuously improve service quality, particularly in these three key aspects, to achieve optimal patient satisfaction standards and support patient trust and loyalty in the future."