Differences In Inpatient Service Dimensions To Satisfaction Of Bpjs Class 1, 2 And 3 Patients

Abstract

Low patient satisfaction will have an impact on decreasing the number of patient visits 
which will affect the profitability of health facilities. BPJS patient satisfaction can be 
influenced by service dimensions which include aspects of responsiveness, empathy 
and direct evidence. This study aims to determine the differences in the dimensions of 
inpatient services on the satisfaction of BPJS Class 1, 2 and 3 patients at Depati Bahrin 
Sungailiat Regional Hospital in 2024. This research uses a cross sectional study design. 
This research was conducted by distributing questionnaires regarding BPJS patient 
satisfaction to 29 BPJS class 1, 2 and 3 patients in the inpatient ward of Depati Bahrin 
Sungailiat Regional Hospital on June 19 – July 8 2024. The data collected was then 
analyzed univariately and bivariately using the one test. way anova. The results of this 
study prove that there is a difference in the average value of the service dimensions 
of responsiveness (p-value=0.000), empathy (p-value=0.000), and direct evidence (pvalue=0.000) with satisfaction of BPJS class 1, 2 patients , and 3 at Depati Bahrin 
Sungailiat Regional Hospital in 2024. It is hoped that health institutions will implement 
special training for medical staff to increase speed and effectiveness in responding to patient needs.