A review on patient satisfaction level on BPJS participants who come in outpatient room with SERVQUAL method, encourage medical education institution simulate empathy attitude in learning process

Siregar, Rospita Adelina and Siregar, Merien Stephanievvv (2018) A review on patient satisfaction level on BPJS participants who come in outpatient room with SERVQUAL method, encourage medical education institution simulate empathy attitude in learning process. In: 5th SEARAME International Conference in Conjunction with WFME Meeting, 2nd JIT Seminars, and 5th IASHE International Conference, 5 - 8 May 2018, Yogyakarta, Indonesia.

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Abstract

Background: BPJS as a public legal entity which is directly responsible to the previous president named ASKES (Health Insurance). Law No. 24 in 2011 on the Social Security Administering Board stipulates that the National Social Security will be organized by BPJS, which consists of two main program; BPJS for Health and BPJS for Employment. Especially for the National Health Insurance (JKN) will be held by BPJS for Health which implementation begins January 1, 2014. BPJS performance and reputation is often a concern, patient dissatisfaction of the service in the facility became the biggest complaint in the community. By 2019 the number of participants BPJS Health is targeted to reach 99 percent of the total population of Indonesia or reach 254.8 million participants. Applying a sense of empathy in the learning process for prospective doctors, later on whether to increase the participation BPJS. Methods: Quantitative research, with descriptive correlation design, using cross sectional approach using 60 BPJS participants who went to outpatient room in Private Hospital in East Jakarta area, based on the dimensions of Reliability, Assurance, responsiveness, and Empathy. Results: Patient Satisfaction Level of BPJS on the quality of health service based on Empathy dimension is quite low, as much as (56,7%) dissatisfied with attitude of medic in giving service to patient BPJS, lack of attention of the medic to know requirement and to handle the complaint of BPJS patients, which distinguishes services to patients BPJS and non BPJS. The data were analyzed using chi-square test. The bivariate test showed that there was a significant relationship between patient satisfaction of BPJS user on the quality of health service with p value of 0.000 (p value less than 0.05) significant between patient satisfaction BPJS toward service quality dimension (tangible, assurance, responsiveness, empathy, and reliability).

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