Hubungan Mutu Pelayanan Kesehatan Terhadap Minat Kunjungan Pasien Peserta BPJS di Puskesmas Kopelma Darussalam Tahun 2022
DOI:
https://doi.org/10.33143/jhtm.v10i1.3779Abstract
ABSTRACTKesehatan merupakan kebutuhan dasar manusia untuk dapat hidup dengan layak dan produktif. Puskesmas Kopelma Darussalam merupakan salah satu pusat kesehatan masyarakat yang ditunjuk pemerintah kota Banda Aceh untuk melayani kesehatan di wilayah Kopelma Darussalam dan sekitarnya. Namun, di Puskesmas Kopelma Darussalam, jumlah kunjungan pasien BPJS mengalami penurunan selama dua tahun berturut-turut pada tahun 2019 dan tahun 2020 dan kembali meningkat pada tahun 2021. Penurunan jumlah kunjungan mengindikasikan kemungkinan adanya ketidakpuasan pasien terhadap kualitas pelayanan yang diberikan sehingga mempengaruhi tingkat pemanfaatan pelayanan. Tujuan penelitian ini adalah untuk mengetahui hubungan mutu pelayanan kesehatan terhadap minat kunjungan pasien peserta BPJS di Puskesmas Kopelma Darussalam tahun 2023. Penelitian ini merupakan penelitian observasional dengan desain Cross-sectional. Populasi dalam penelitian ini adalah seluruh pasien peserta BPJS yang menggunakan layanan di Puskesmas Kopelma Darussalam yang berjumlah 14.634 orang. Metode pengambilan sampel menggunakan accidental sampling sebanyak 100 responden dan Analisis data menggunakan chi square. Pengumpulan data dilaksanakan pada 15-22 Juli 2023 dengan membagikan kuesioner dan wawancara, yang dibantu oleh 1 orang enumerator dan staf administrasi puskesmas. Hasil penelitian univariat menunjukkan bahwa pasien BPJS yang berminat berkunjung ke Puskesmas sebesar 70,00%, daya tanggap tenaga kesehatan baik sebesar 49%, kehandalan petugas Kesehatan baik sebesar 58%, jaminan pasien terhadap pelayanan dari tenaga Kesehatan baik sebesar 55%, empati tenaga Kesehatan baik sebesar 58%, dan bukti langsung puskesmas baik sebesar 64%. Hasil uji bivariat diperoleh ada hubungan daya tanggap (p-value: 0,0001), kehandalan (p-value: 0,017), jaminan (p-value: 0,004), empati (p-value: 0,0001) dan bukti fisik (p-value: 0,005) terhadap minat kunjungan pasien peserta BPJS di Puskesmas Kopelma Darussalam tahun 2023. Kesimpulan dari penelitian ini, adanya hubungan daya tanggap, kehandalan, jaminan, empati dan bukti fisik di Puskesmas Kopelma Darussalam tahun 2022. Diharapkan meningkatkan mutu pelayanan pada dimensi daya tanggap dan empati yang dirasa kurang baik dan mempertahankan mutu yang sudah baik agar tetap maksimal.
Kata Kunci : BPJS, Minat Kunjungan, Mutu Pelayanan Kesehatan
Health is a basic human need to be able to live properly and productively. Puskesmas Kopelma Darussalam is one of the community health centers appointed by the Banda Aceh city government to serve health in the Kopelma Darussalam area and its surroundings. However, at the Kopelma Darussalam Health Center, the number of BPJS patient visits decreased for two consecutive years in 2019 and 2020 and increased again in 2021. The purpose of this study is to determine the relationship between the quality of health services and the interest in visiting patients of BPJS participants at the Kopelma Darussalam Health Center in 2023. This study was an observational study with a Cross-sectional design. The population in this study was all patients participating in BPJS who used services at the Kopelma Darussalam Health Center which amounted to 14,634 people. The sampling method uses accidental sampling of 100 respondents and data analysis using chi-square. Data collection was carried out by distributing questionnaires and interviews, which were assisted by 1 enumerator and puskesmas administrative staff. The results of univariate research show that 70.00% of BPJS patients are interested in visiting the Community Health Center, the responsiveness of health workers is good at 49%, the reliability of health workers is good at 58%, the patient's guarantee of service from health workers is good at 55%, the empathy of health workers is good. good by 58%, and direct evidence of good health centers by 64%. The results of the bivariate test obtained a relationship between responsiveness (p-value: 0.0001), reliability (p-value: 0.017), assurance (p-value: 0.004), empathy (p-value: 0.0001) and physical evidence (p-value: 0.005) on the interest in visiting patients participating in BPJS at the Kopelma Darussalam Health Center in 2023. It is expected to improve service quality on the dimensions of responsiveness and empathy that are considered not good and maintain good quality to remain maximal.Â
Keywords: bpjs, Interest In Visiting, Quality Of Health Services
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