EVALUASI TINGKAT KEPUASAN PASIEN BPJS TERHADAP PELAYANAN OBAT DI INSTALASI RAWAT JALAN RUMAH SAKIT ISLAM DI KABUPATEN LOMBOK TIMUR PROVINSI NTB
ISMAYANI, AULIA ASTRI
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The state-owned enterprise specifically assigned by the government to provide health insurance for all Indonesian people is the Health BPJS. One very important indicator in reviewing the quality of hospital services is patient satisfaction. In the BPJS era, patients with BPJS had high expectations for pharmaceutical services. Therefore, this study aims to determine the level of patient satisfaction of BPJS users on outpatient pharmacy services at Namira Hospital East Lombok Regency, NTB. This research is a descriptive non-experimental research with a cross sectional approach. The respondents of this study were 110 people who were obtained through purposive sampling. Data collection was carried out using a performance questionnaire of 27 items and a hopeful questionnaire of 27 items. The results of this study state that the average value of the reliability dimensions of reability is 105.1%, responsiveness is 106.1%, assurance is 105.7%, empathy dimensions are 102.9%, and tangible dimensions are 105.4%. The results of the analysis of the characteristics of respondents stated that the majority of respondents aged 26-35 years (39%), the majority of respondents were female (58%), the majority of respondents at the last level of education were college level (41%), the majority of respondents were private employment (60%) , and the majority of respondents BPJS membership status is BPJS PBI (65%). From the results of the IPA analysis there are 3 question items namely item number 20, item number 23, and item number 27 which are the top priority for improvement by the Outpatient Pharmacy Installation at Namira Islamic Hospital, East Lombok Regency, NTB Province.