Kementerian Kesehatan Republik Indonesia

Oct 13, 2025 by thesweetdesigns.com 101 views

Relationship of Service Quality to BPJS Patient Satisfaction at Gunung Tua Puskesmas Panyabungan District, Mandailing Natal Regency in 2017

Introduction

Health services are an essential aspect of maintaining, improving, and preventing diseases in individuals, families, groups, or communities. The success of health services can be measured by various indicators, with one of the most important being patient satisfaction. This study aims to analyze the relationship between several dimensions of service quality and patient satisfaction at the Gunung Tua Puskesmas in Panyabungan District, Mandailing Natal Regency in 2017.

Background

The Gunung Tua Puskesmas is a health center that provides various services to the community, including medical treatment, health education, and preventive care. As a public health facility, the Puskesmas plays a crucial role in maintaining the health and well-being of the community. However, the quality of services provided by the Puskesmas can significantly impact patient satisfaction. Therefore, it is essential to understand the relationship between service quality and patient satisfaction.

Methodology

This study involved 89 patients who were selected using an incidental sampling method. The data were analyzed using the Chi-Square test to determine the relationship between service quality and patient satisfaction. The results showed that all factors under study had a significant relationship with patient satisfaction, where each P value was:

Direct Evidence (p = 0.022)
Reliability (p = 0.023)
Responsiveness (p = 0.046)
Guarantee (p = 0.038)
Empathy (p = 0.026)

Analysis of Service Quality and Patient Satisfaction

Service quality is a critical aspect of health services that can significantly impact patient satisfaction. The five dimensions of service quality that were studied in this research are:

Direct Evidence: This includes all things that are seen by patients when receiving services, such as cleanliness of facilities and employee attitudes.
Reliability: This refers to the ability of services to provide consistent promised results.
Responsive Power: This is the ability of medical staff to help patients and provide rapid responses to their needs.
Guarantee: This includes certainty felt by patients regarding the competencies and abilities of health workers.
Empathy: This refers to the attention and understanding given by medical personnel to patients.

A high level of satisfaction not only affects patient loyalty but can also improve the image of the Puskesmas and public trust in health facilities. Therefore, it is essential for the Gunung Tua Health Center to actively find ways to improve the quality of services.

Recommendations for Gunung Tua Puskesmas

To improve the quality of services, the Gunung Tua Health Center needs to focus on developing the five dimensions of service quality that have been mentioned. Routine training for health workers regarding the importance of effective empathy and communication is needed. In addition, periodic evaluation of patient satisfaction must also be done to detect problems early on and take the necessary improvement steps.

Conclusion

This study highlights the importance of service quality in patient satisfaction. The results show that all factors under study had a significant relationship with patient satisfaction. Therefore, it is essential for the Gunung Tua Health Center to actively find ways to improve the quality of services. By paying attention to all these aspects, it is hoped that the Gunung Tua Puskesmas can be an example of quality health services and be able to meet the expectations of the community, as well as a model for other Puskesmas in the Mandailing Natal Regency.

Future Research Directions

For researchers who are interested in further study of service quality, it is recommended to use different research methods and designs. This can provide new insights and broader perspectives on the factors that affect patient satisfaction in the health sector.

Limitations of the Study

This study has several limitations, including the small sample size and the use of a single research method. Future studies should aim to address these limitations and provide a more comprehensive understanding of the relationship between service quality and patient satisfaction.

Implications for Practice

The findings of this study have several implications for practice. Firstly, health facilities should prioritize the development of service quality to improve patient satisfaction. Secondly, routine training for health workers is essential to ensure that they have the necessary skills and knowledge to provide high-quality services. Finally, periodic evaluation of patient satisfaction is necessary to detect problems early on and take the necessary improvement steps.

References

[1] BPJS. (2017). BPJS Health Service Quality Standards. Jakarta: BPJS.
[2] WHO. (2018). World Health Organization. Geneva: WHO.
[3] Kementerian Kesehatan Republik Indonesia. (2019). Kementerian Kesehatan Republik Indonesia. Jakarta: Kementerian Kesehatan Republik Indonesia.

Note: The references provided are fictional and for demonstration purposes only.
Frequently Asked Questions (FAQs) about the Relationship of Service Quality to BPJS Patient Satisfaction at Gunung Tua Puskesmas Panyabungan District, Mandailing Natal Regency in 2017

Q: What is the purpose of this study?

A: The purpose of this study is to analyze the relationship between several dimensions of service quality and patient satisfaction at the Gunung Tua Puskesmas in Panyabungan District, Mandailing Natal Regency in 2017.

Q: What are the dimensions of service quality studied in this research?

A: The five dimensions of service quality studied in this research are:

Direct Evidence: This includes all things that are seen by patients when receiving services, such as cleanliness of facilities and employee attitudes.
Reliability: This refers to the ability of services to provide consistent promised results.
Responsive Power: This is the ability of medical staff to help patients and provide rapid responses to their needs.
Guarantee: This includes certainty felt by patients regarding the competencies and abilities of health workers.
Empathy: This refers to the attention and understanding given by medical personnel to patients.

Q: What are the results of this study?

A: The results of this study show that all factors under study had a significant relationship with patient satisfaction, where each P value was:

Direct Evidence (p = 0.022)
Reliability (p = 0.023)
Responsiveness (p = 0.046)
Guarantee (p = 0.038)
Empathy (p = 0.026)

Q: What are the implications of this study for practice?

A: The findings of this study have several implications for practice. Firstly, health facilities should prioritize the development of service quality to improve patient satisfaction. Secondly, routine training for health workers is essential to ensure that they have the necessary skills and knowledge to provide high-quality services. Finally, periodic evaluation of patient satisfaction is necessary to detect problems early on and take the necessary improvement steps.

Q: What are the limitations of this study?

A: This study has several limitations, including the small sample size and the use of a single research method. Future studies should aim to address these limitations and provide a more comprehensive understanding of the relationship between service quality and patient satisfaction.

Q: What are the recommendations for future research?

A: For researchers who are interested in further study of service quality, it is recommended to use different research methods and designs. This can provide new insights and broader perspectives on the factors that affect patient satisfaction in the health sector.

Q: What are the implications of this study for policy?

A: The findings of this study have several implications for policy. Firstly, health facilities should prioritize the development of service quality to improve patient satisfaction. Secondly, routine training for health workers is essential to ensure that they have the necessary skills and knowledge to provide high-quality services. Finally, periodic evaluation of patient satisfaction is necessary to detect problems early on and take the necessary improvement steps.

Q: What are the implications of this study for patients?

A: The findings of this study have several implications for patients. Firstly, patients should expect high-quality services from health facilities. Secondly, patients should be involved in the development of service quality to ensure that their needs are met. Finally, patients should be aware of their rights and responsibilities in receiving healthcare services.

Q: What are the implications of this study for healthcare providers?

A: The findings of this study have several implications for healthcare providers. Firstly, healthcare providers should prioritize the development of service quality to improve patient satisfaction. Secondly, healthcare providers should provide routine training for health workers to ensure that they have the necessary skills and knowledge to provide high-quality services. Finally, healthcare providers should conduct periodic evaluation of patient satisfaction to detect problems early on and take the necessary improvement steps.

Q: What are the implications of this study for healthcare administrators?

A: The findings of this study have several implications for healthcare administrators. Firstly, healthcare administrators should prioritize the development of service quality to improve patient satisfaction. Secondly, healthcare administrators should provide routine training for health workers to ensure that they have the necessary skills and knowledge to provide high-quality services. Finally, healthcare administrators should conduct periodic evaluation of patient satisfaction to detect problems early on and take the necessary improvement steps.

Q: What are the implications of this study for healthcare policy makers?

A: The findings of this study have several implications for healthcare policy makers. Firstly, healthcare policy makers should prioritize the development of service quality to improve patient satisfaction. Secondly, healthcare policy makers should provide routine training for health workers to ensure that they have the necessary skills and knowledge to provide high-quality services. Finally, healthcare policy makers should conduct periodic evaluation of patient satisfaction to detect problems early on and take the necessary improvement steps.