Relationship Between Nursing Service Quality And BPJS Patient Satisfaction In The Inpatient Room of The Lepo-Lepo  Community Health Center In Kendari City

Zahalim Zahalim

Authors

Zahalim Zahalim Universitas Mandala Waluya

Keywords:

quality of nursing services, patient satisfaction, national health insurance

Abstract

Background: Based on data from the Lepo-Lepo Health Center in Kendari City, it is known that the number of patients of the Health Insurance Agency (BPJS) in the inpatient room from 2014-2016 was consecutively (2014) 248 patients, (2015) 418 patients, (2016) 581 patients, and in 2017, namely from January to April, there were 193 patients. In terms of quantity, there has been an increase, but in terms of quality it has not satisfied patients.

Aims: This study aims to determine the relationship between the quality of patient nursing services and BPJS patient satisfaction in the Inpatient Room of the Lepo-Lepo Health Center in Kendari City.

Method: This type of research is quantitative research with a cross-sectional study approach. The population in this study were all BPJS patients from January to April 2017, totaling 192 people. While the number of samples was 65 people, the sampling technique used Accidental sampling. The analysis test used was Chi Square.

Results: The test results show that there is a relationship between the quality of nursing services from the assessment aspect and patient satisfaction (5.223 > 3.841), there is a relationship between the quality of nursing services from the diagnosis aspect and patient satisfaction (6.877 > 3.841), there is a relationship between the quality of nursing services from the planning aspect and patient satisfaction (6.471 > 3.841), there is a relationship between the quality of nursing services from the action aspect and patient satisfaction (9.376 > 3.841), there is a relationship between the quality of nursing services from the evaluation aspect and patient satisfaction (10.920 > 3.841).

Conclusion: It can be concluded that there is a relationship between the quality of nursing services and the satisfaction of BPJS participant patients in the Inpatient Room of the Lepo-Lepo Health Center, Kendari City. It is hoped that the results of this study can be used as input for the Health Center in improving the quality of nursing services.

Keywords: Quality of Nursing Services, Patient Satisfaction.

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