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All Journal COPING (Community of Publishing in Nursing) Jurnal Keperawatan Jiwa (JKJ): Persatuan Perawat Nasional Indonesia Jurnal Pendidikan Dasar Nusantara Media Keperawatan: Politeknik Kesehatan Makassar Jurnal Intake : Jurnal Penelitian Ilmu Teknik dan Terapan JURNAL PENELITIAN PERAWAT PROFESIONAL Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Jurnal Peduli Masyarakat Indonesian Journal of Global Health research GUYUB: Journal of Community Engagement Jurnal Kesehatan Primer Jurnal Keperawatan Journal of Nursing Science Research
Husnul Khotimah
Universitas Nurul Jadid
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STUDI FENOMENOLOGI: KEPUASAN PASIEN TERHADAP PELAYANAN KEPERAWATAN DENGAN ASURANSI BPJS PBI Emelyana Yuliana sugianto EF; Husnul Khotimah; Sri Astutik
Journal Of Nursing Science Research Vol. 2 No. 1 (2025): Journal Of Nursing Science Research
Publisher : Citra Internasional Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33862/jnsr.v2i1.577

Abstract

The National Health Insurance Program (JKN) through BPJS Kesehatan aims to provide equal access to healthcare services, especially for recipients of contribution assistance (PBI). However, complaints persist regarding inpatient nursing services, including limited facilities, unresponsive staff, and lack of empathy. This raises questions about the satisfaction of BPJS PBI patients with nursing services. This study aims to determine the satisfaction of BPJS PBI patients with nursing services in the inpatient ward of Waluyo Jati Regional Public Hospital, Kraksaan-Probolinggo. Using a qualitative approach with a descriptive phenomenological method, eight participants were purposively selected based on criteria: adult patients, active BPJS PBI users, able to communicate effectively, and willing to share their experiences. Data were collected through semi-structured in-depth interviews, field observations, and documentation, with data validity ensured through source and method triangulation. Analysis followed the stages of data reduction, presentation, and thematic conclusion. Five themes emerged based on the SERVQUAL dimensions: Patients expressed satisfaction with the facilities and cleanliness of the inpatient rooms (tangible), perceived the nurses' performance as  professional and consistent (reliability), and experienced prompt responses to their complaints (responsiveness). Moreover, the nurses’ friendly and polite demeanor provided a sense of security (assurance), and good communication made patients feel respected, even as recipients of subsidized services (empathy). In conclusion, Nursing services for BPJS PBI patients are viewed positively, particularly in terms of nurse attitude and responsiveness. Overall, patient care at RSUD Waluyo Jati Kraksaan received a favorable evaluation across all five SERVQUAL dimensions  
Co-Authors Abdul Hamid Abdul Hamid Wahid Abdul Rasid Anis Rosatil Jannah Bagus Supriyadi Bagus Supriyadi Bagus Supriyadi Denni Kurniawan Emelyana Yuliana sugianto EF Fieka Aulia Heri Siswanto Heti Hanifati Amiroh Ike Hesti Pratiwi Innani Kholidatul Jannah Ismiyanti Saputeri Ivan Khidlir Joko Prananto Joko Pranoto Joko Susanto Kholisotin, Kholisotin Kukuh Bekti Bintoro mifta hul jannah Muh. Hamzah Muzaeyanatul Azizah Nanik Istyowati Nur Aisyah Nurul Huda Nurul Isma Putri Inni Khozaimah Rahman, Handono Fatkhur Raudatul Jannah Ringga Aditya Dewi Romelia Aprilianti Rusida Rusida Setyo Adi Nugroho Silviana Devi Siti Qomariyatul Ulfa Siti Raudatul Hasanah Sri Astutik Sri Astutik Andayani Sumiati Aristi Tartila Tartila Tauriana Tijaniyah Tijaniyah Wildatul Aluf Yayuk Puji Rahayu