PERBEDAAN KEPUASAN PASIEN JAMINAN KESEHATAN NASIONAL KELAS III DI UNIT HEMODIALISA RS X DAN Y
Abstract
Background: The rapid development of hospitals has resulted in intense
competition, which demands competition for patient products and trust. PKU
Muhammadiyah Yogyakarta and Gamping Hospital are private hospitals that
collaborate with BPJS as referral hospitals in the Special Region of
Yogyakarta and Central Java. In its mission, every hospital is required to
provide optimal and satisfying health services for all levels of society and
accompanied by Islamic elements in the health sector. Hospitals that fail to
satisfy their customers will face more complicated problems due to negative
word-of-mouth impacts.
Subject and Method: This research is an analytical study with cross
sectional design. The population of this study were class III JKN patients in
hemodialysis units at PKU Muhammadiyah Yogyakarta and Gamping
Hospital in 1 untill 20 February 2018 as many as 264 people. The sample of
this study is 160 people with sampling techniques based on Krecjie &
Morgan formula. Data analysis using the t-test method.
Result: The satisfaction of JKN Patients in the Hemodialysis Unit at PKU
Muhammadiyah Yogyakarta Hospital in Yogyakarta as many as 55 (68.8%)
respondents expressed satisfaction; while the PKU Muhammadiyah Gamping
Hospital as many as 72 (90.0%) respondents said they were very satisfied;
Patient’s Satisfaction Differences in PKU Muhammadiyah Yogyakarta and
Gamping Hospital has been determined from 5 aspects, there are 2 aspects of
having different satisfaction, such as tangibles and responsiveness. PKU
Muhammadiyah Gamping Hospital is known to be more satisfying than PKU
Yogyakarta both from tangibles and responsiveness. Other aspects such as
reliability, assurance, and empathy between the two hospitals are known to
have no difference.
Conclusion: Among all of the 5 aspects of satisfaction, there are 2 aspect
that have satisfaction differences between PKU Muhammdiyah Yogyakarta
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Hospital and PKU Muhammadiyah Gamping Hospital, such as tangibles and
responsiveness.
Keywords: Patient’s Satisfaction, JKN