ABSTRACT

PATIENT SATISFACTION USING BPJS INPATIENT NURSING SERVICE

at WARD KENANGA
GENERAL HOSPITAL of WEST NUSA TENGGARA PROVINCE
by 2014
LUTFI IRSAPUTRA
NIM : P07120111069

Organizers of the Social Security Agency (BPJS) is a public legal entity formed to
organise a social security program that is expected to alleviate the burden on
patients, especially in financial terms but, on the other side of the 5 patients
interviewed were 1 patient (20%) complain about the service received as nurses
who were not in the room when patients need help immediately. The purpose of
research to determine the patient's satisfaction BPJS against nursing
hospitalization in Ward Kenanga General Hospital of West Nusa Tenggara
Province.
This study is descriptive study using Survey method. The population of this study
is the entire patient using BPJS inpatient nursing service at Ward Kenanga West
Nusa Tenggara on 2014. The sample amounted to 30 patients using BPJS were
taken through Accidental Sampling techniques. Data collection tools in the form of
a questionnaire. Data processing with the method scoring which is quite satisfied,
satisfied and dissatisfied.
The results of this study indicate dimensions of Tangibles 56.67% fairly satisfied,
Reliability dimensions 60% quite satisfied, Responsiveness dimensions 70% quite
satisfied, 66.67% Assurance Dimension quite satisfied and dimensions of Empathy
is 70% fairly satisfied.
The conclusion is most of the patients ' satisfaction user BPJS in category quite
satisfied with the service received nursing.The advice given was to improve the
performance of health workers by way of conducting surveillance of the
implementation of the service provided.

Keywords: satisfaction, Patient BPJS