Analysis of Patients Satisfaction Programs of Social Security Providers Based on Health Services Satisfaction at the Hospital of Dr. Kariadi Semarang

Abstract

---This study focuses on several problems that occur due to the mismatch between the quality of health worker services consisting of doctors, nurses, and hospital administrators towards patient satisfaction, especially for patients with the Social Security Administration (BPJS) program. The main problem to be revealed in this study is how the factual conditions between nurse and doctor satisfaction on patient satisfaction of the Social Security Administering Body program in receiving health services. The research method used is descriptive qualitative research, where the main objective is to make descriptions, pictures or paintings systematically and the relationships between the phenomena being investigated. This study uses primary data that comes from direct observation of the research subject, using a questionnaire distributed to respondents, for further analysis using multiple linear analysis which focuses on five dimensions of patient and health service satisfaction, namely: 1) tangible; 2) reliability; 3) responsiveness; 4) assurance; and 5) empathy. The results of the study on 40 patient, 20 doctor and 20 nurse as respondents, stated that the doctor and nurse services at Dr. Kariadi = 91.24%. Based on the dimensions of patient and health service satisfaction, the results of the research data analysis showed that satisfied patients would: 1) reliability = 90.13%; 2) responsiveness = 97.3%; 3) assurance = 91.9%; 4) tangible = 86.32%; and 5) empathy = 88.2%. Based on the results of these studies, it can be concluded that BPJS program patients are generally satisfied with the health services provided by doctors and nurses, especially in the responsiveness dimension. In general, if health workers, especially doctors and nurses feel satisfied, there will be an increase in health services, directly affects patient satisfaction.