Hubungan Pelaksanaan Rujukan BPJS dengan Kepuasan Pasien di Puskesmas PB Selayang II Kota Medan

Abstract

BPJS (Health Social Security Agancy) referrals is the organization of healthcare service regulating either vertical or horizontal delegation of duties and responsibilities of a healthcare service mutually that is compulsory to be executed by members of healthcare security or social health insurance, and all healthcare facilities. Patient satisfaction refers to the level of one’s feeling after comparing the experienced performance and results with their expectation. As a consumer of healthcare service, a patient will be satisfied when the referral service implemented meets their needs and expectation. Thus, it is necessary to discover the correlation between implementation of BPJS referrals and patient satisfaction. This is a quantitative research using cross-sectional design. The data are analyzed by univariate and bivariate analysis with Spearman’s Corelational test. The results of the research demonstrate that the implementation of BPJS referral is categorized as a good at 74,4 % and the patient satisfaction is categorized as satisfied at 69,8 %. The results of Spearman Correlation test show p-value = 0,002, so that BPJS referrals with patient satisfaction have a relationship, the level of strength has a sufficient category, namely 0.33 and the correlation coefficient shows positive score, namely 0,33, indicating that both variables have unidirectional correlation. Hence, the more improved the implementation of BPJS referral is the more increased the satisfaction of patients will be. It is expected that healthcare service maintain the trust of the patients who are satisfied with the implementation of BPJS referrals and improve its quality