Rita Amelia Putri, Wahyuni Arumsari, Dwi Nur Siti Marchamah

Hubungan Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien JKN Poli Penyakit Dalam di Rumah Sakit X Kota Semarang

Introduction

hubungan mutu pelayanan kesehatan terhadap kepuasan pasien jkn poli penyakit dalam di rumah sakit x kota semarang. Teliti hubungan mutu pelayanan kesehatan dengan kepuasan pasien JKN poli penyakit dalam di RS X Semarang. Hasil: Dimensi kualitas layanan tidak berhubungan signifikan dengan kepuasan pasien.

Abstract

Mutu pelayanan kesehatan merupakan alat ukur yang digunakan untuk menilai pemenuhan kebutuhan serta harapan pasien dalam menerima pelayanan kesehatan. Penelitian ini untuk mengetahui mutu pelayanan kesehatan terhadap kepuasan pasien JKN poli penyakit dalam. Teknik pengambilan sampel menggunakan purposive sampling yaitu sebanyak 100 responden. Hasil penelitian pada dimensi efektif 70 responden menyatakan rumah sakit sudah efektif, dimensi efisien 58 responden menyatakan petugas sudah efisien, dimensi dapat diakses 75 responden menyatakan rumah sakit dapat diakases, dimensi berfokus pada pasien 81 responden petugas berfokus pada pasien, dimensi adil 78 responden menyatakan petugas bersikap adil, dimensi aman 61 responden menyatakan rumah sakit aman dan dimensi kepuasan pasien 58 responden menyatakan puas terhadap pelayanan rumah sakit. Uji normalitas menggunakan uji kolmogorov-smirnov menunjukan data terdistribusi tidak normal dengan signifikasi < 0,05 yaitu 0,000. Hasil penelitian ini menggunakan uji chi-square dengan hasil tidak ada hubungan antara variabel efektif (p=0,0289), efisien (p=0,577), berfokus pada pasien (p=0,297), adil (p=0,066), aman (p=0,566) terhadap kepuasan pasien pasien JKN. Dan tidak ada hubungan antara variabel dapat diakses (p=0,035) terhadap kepuasan pasien JKN. Rumah sakit diharapkan dapat meningkatkan pelayanan kesehatan dan dapat memberikan pelayanan tanpa membedakan jenis asuransi yang pasien gunakan. Abstract ____________________________________________________________ The quality of health services is measuring tool used to assess patient needs and expectations in receiving health services. This research is determine mutual health services on satisfaction of JKN poly internal medicine patients. Sampling technique used purposive sampling 100 respondents. Research on effective dimension 70 respondents stated that hospital was effective, efficient dimension 58 respondents stated that  staff were efficient, accessible dimension 75 respondents stated that hospital was accessible, patient-focused dimension 81 respondents stated that staff focused on patients, fair dimension 78 respondents stated that staff looks fair, safe dimension 61 respondents hospital was safe and patient satisfaction dimension 58 respondents they were satisfied with hospital services. The normality test using Kolmogorov-Smirnov that data is not normally distributed with a significance of <0.05, namely 0.000.  Results of study used chi-square test there was no relationship between variables effective (p=0.0289), efficient (p=0.577), focused on patients (p=0.297), fair (p=0.066), safe (p =0.566) patient satisfaction of JKN patients. And there is no relationship between accessible variables (p=0.035) and JKN patient satisfaction. Hospitals are expected to be able improve health services and be able to provide services without distinguishing type of insurance used by patients.

Review

This study investigates the relationship between various dimensions of healthcare service quality and patient satisfaction among JKN (National Health Insurance) patients attending the Internal Medicine polyclinic at Hospital X in Semarang. Utilizing a purposive sample of 100 respondents, the research aimed to determine how aspects such as effectiveness, efficiency, accessibility, patient-centeredness, fairness, and safety influence overall patient satisfaction. The abstract presents descriptive statistics for each quality dimension and satisfaction, followed by the results of a Kolmogorov-Smirnov normality test and Chi-square analysis. The primary conclusion drawn is that there is no relationship between most service quality variables and JKN patient satisfaction. This topic is highly relevant given the importance of JKN in Indonesia's healthcare system and the ongoing efforts to improve service delivery and patient experience. While the study addresses a pertinent area, several aspects of the abstract raise concerns regarding the clarity and interpretation of its findings. Critically, the abstract states "no relationship" for variables like 'effective' (p=0.0289) and 'accessible' (p=0.035), which, under a standard significance level of 0.05, would typically indicate a *statistically significant relationship*. This contradiction needs immediate clarification, as it fundamentally impacts the study's conclusions. Furthermore, the abstract mentions the data being non-normally distributed, which is an important consideration, though the Chi-square test is generally appropriate for categorical data, assuming the quality dimensions and satisfaction were suitably dichotomized or categorized. The operationalization of these variables for the Chi-square test and how the descriptive percentages for each dimension (e.g., 70% effective, 58% efficient) translate into the variables used in the association test could be explained more thoroughly. Despite these ambiguities, the study contributes to understanding JKN patient satisfaction, especially if its unexpected findings (i.e., a lack of relationship between many quality dimensions and satisfaction) are robust and accurately reported. If confirmed, these results could challenge conventional assumptions about direct links between specific quality attributes and overall satisfaction in this particular context, suggesting other factors might be more influential or that patient expectations play a complex role. Future research should meticulously address the inconsistencies in p-value reporting and their interpretation. It would also benefit from a more detailed discussion of the methodology, including how each quality dimension and satisfaction were measured and categorized for analysis. Finally, the recommendations for hospitals to improve services and avoid discrimination, while laudable, should be more explicitly linked to the study's specific findings to ensure their empirical grounding.

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