GAMBARAN KEPUASAN PASIEN BPJS DAN NON BPJS TERHADAP KUALITAS PELAYANAN KESEHATAN GIGI DAN MULUT DI PUSKESMAS UMBULHARJO II
Abstract
Background : The quality of health services is the level of health services perfection that can make satisfy any users of health services. Satisfaction is a comparison between the perceptions of services received with expectations before getting services. There are differences between the satisfaction of BPJS patients and the satisfaction of non BPJS patients. Based on previous research, the differences between the two are quite significant, the satisfaction of non BPJS patients are higher than the satisfaction of BPJS patients.
Objective : The objective of this study is to provide description of Satisfaction BPJS Patient and Non BPJS Patient of Quality Oral and Dental Department Service in Umbulharjo II Health Center.
Methods : This research is descriptive observational which is using cross sectional model. How sampling using quota sampling, with research subjects are patients of Oral and Dental Department in Umbulharjo II Health Center. The total sample is 100 patients, who were divided into two sub-populations, 50 BPJS patients and 50 non BPJS patients. The statistical analysis used is descriptive analysis with frequency distribution.
Results : The results showed that the most BPJS patients and non BPJS patients expressed satisfied with the quality dental care and oral terms of the five dimensions of service quality. The greatest satisfaction of BPJS patients is assurance dimension (82%) and the smallest satisfaction is reliability dimension (14%). The greatest satisfaction of non BPJS patients is tangible dimension (84%) and the smallest satisfaction is empathy dimension (16%).
Conclusion : The satisfaction of BPJS patients are higher than satisfaction of non BPJS patients in Oral and Dental Department in Umbulharjo II Health Center