Nabila Oktaviani, Triana Srisantyorini, Fini Fajrini, har

Gambaran Persepsi Pasien Pelayanan Rawat Jalan Non BPJS Terhadap Kepuasan Pasien di Rumah Sakit Permata Pamulang 2024

Introduction

Gambaran persepsi pasien pelayanan rawat jalan non bpjs terhadap kepuasan pasien di rumah sakit permata pamulang 2024. Studi mengukur kepuasan pasien rawat jalan non-BPJS di RS Permata Pamulang 2024. Analisis kualitas layanan (bukti fisik, kehandalan, empati) & rekomendasi peningkatan mutu pelayanan.

Abstract

Mewujudkan kepuasan pasien bukanlah suatu hal yang mudah, tidak mungkin tercapai dalam waktu yang hanya sementara. Salah satu hal yang perlu diperhatikan adalah kepuasan pasien merupakan strategi yang berjangka panjang yang membutuhkan komitmen menyangkut dana maupun sumber daya manusianya. Peneliti dilakukan untuk mengetahui kepuasan pasien rawat jalan di Rumah Sakit Permata Pamulang Tangerang Selatan Tahun 2024. Jenis penelitian ini menggunakan penelitian deskriptif dengan pendekatan kuantitatif dengan menggunakan desain penelitian Cross Sectional. Pasien rawat jalan di Rumah Sakit Permata Pamulang Tangerang Selatan telah tercapai kepuasan dengan hasil bukti fisik (tangibles) sebanyak 100% puas, kehandalan (reliability) sebanyak 92%, ketanggapan (responsiveness) sebanyak 94%, jaminan (assurance) sebanyak 96%, dan empati (emphaty) sebanyak 84%. Rumah Sakit Permata Pamulang sudah memberikan pelayanan rawat jalan sesuai dengan harapan pasien dalam dimensi kualitas, yang meliputi bukti fisik (tangibles), kehandalan (reliability), ketanggapan (responsiveness), jaminan (assurance), empati (emphaty). Hasil penelitian ini dapat ditindak lanjuti oleh pihak rumah sakit agar dapat meningkatkan pelayanan rawat jalan yang masih belum memenuhi standar meliputi kehandalan (reliability), ketanggapan (responsiveness), dan, empati (emphaty).

Review

This study, titled "Gambaran Persepsi Pasien Pelayanan Rawat Jalan Non BPJS Terhadap Kepuasan Pasien di Rumah Sakit Permata Pamulang 2024," aims to assess the satisfaction of non-BPJS outpatient clients at Permata Pamulang Hospital. The abstract effectively highlights the challenge of achieving patient satisfaction as a long-term strategic goal requiring substantial commitment. Utilizing a descriptive quantitative approach with a cross-sectional design, the research provides a clear snapshot of patient satisfaction levels in early 2024. The focus on non-BPJS patients offers a valuable perspective, as this demographic might have different expectations or experiences compared to those covered by the national health insurance scheme, making the findings particularly relevant for service quality management in private healthcare settings. The research's strength lies in its clear objective and the application of established service quality dimensions (tangibles, reliability, responsiveness, assurance, empathy) to measure patient satisfaction. The abstract presents a comprehensive overview of the satisfaction percentages across these five key dimensions, revealing generally high levels of satisfaction. Specifically, physical evidence (tangibles) achieved 100% satisfaction, followed by assurance (96%), responsiveness (94%), and reliability (92%). These high scores suggest that Rumah Sakit Permata Pamulang is largely successful in delivering outpatient services that meet patient expectations, particularly in terms of physical environment and staff competency. While the study offers valuable descriptive insights, there are areas for potential enhancement. The abstract indicates lower satisfaction levels in empathy (84%), and to a lesser extent, reliability (92%) and responsiveness (94%) compared to tangibles and assurance. While the study concludes that the hospital generally meets patient expectations, these specific dimensions suggest room for improvement. The abstract recommends follow-up by the hospital to address these areas, which is a practical application of the findings. However, a deeper analysis beyond mere percentages, perhaps exploring the specific factors contributing to lower empathy or reliability scores through qualitative data or more detailed quantitative analysis of underlying causes, would further strengthen the study's impact and provide actionable insights for intervention strategies.

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