<![CDATA[ABSTRAK Latar belakang: Persaingan layanan kesehatan memberikan dampak yang positif bagi peningkatan mutu layanan dari setiap rumah sakit, namun terkadang terjadi perbedaan mutu layanan bagi pasien yaitu antara pasien peserta JKN dan pasien umum, sehingga hal ini tentu memberikan perbedaan persepsi pasien atas layanan yang diterima. Metode: Penelitian ini merupakan studi pustaka (literature review) yang ditinjau dari jurnal/artikel yang diteliti sebelum terbitan tahun 2016-2020 dari beberapa databased yaitu Google Scholar, Researchgate, Portal Garuda kata kunci yang digunakan kepuasan pasien, kesehatan dan asuransi kesehatan. Analisis Literature Review disintesis menggunakan metode naratif. Berdasarkan hasil pencarian literatur melalui Google Schoolar, Researchgate dan Portal Garuda peneliti menemukan 579 jurnal yang sesuai dengan kata kunci. kemudian diskrining, sebanyak 396 jurnal diekslusi karena terbitan tahun 2015. Assessment kelayakan terhadap 183 jurnal, jurnal yang duplikasi atau tidak sesuai dengan kriteria inklusi dilakukan eksklusi sebanyak 156, kemudian abstrak diidentifikasi yang tidak sesuai dengan kriteria sehingga didapatkan 12 jurnal. Hasil: Berdasarkan hasil analisis dari beberapa jurnal, maka dapat disimpulkan sebagian besar hasil yang digunakan menyimpulkan terdapat perbedaan kepuasan pasien pengguna layanan Jaminan Kesehatan Nasional (JKN) dengan pasien umum. Kesimpilan: Rumah sakit diharapkan dapat menyesuaikan ruang tunggu dengan jumlah pasien sehingga tidak terlihat ada penumpukkan pasien diruang tunggu, dan dapat menerapkan sistem antrian yang lebih tepat. ABSTRACK Intrudoction: Competition in health services has a positive impact on improving the quality of services from each hospital, but sometimes there are differences in the quality of services for patients, namely between JKN patients and general patients, so this certainly gives a difference in the patient's perception of the services received. Method: This research is a literature review that is reviewed from journals/articles that were researched before the 2016-2020 publication from several databases, namely Google Scholar, Researchgate, Garuda Portal, the keywords used are patient satisfaction, health and health insurance. Literature Review analysis was synthesized using the narrative method. Based on the results of a literature search through Google Schoolar, Researchgate and the Garuda Portal, researchers found 579 journals that matched the keywords. then screened, as many as 396 journals were excluded because they were published in 2015. The feasibility assessment of 183 journals, journals that duplicated or did not meet the inclusion criteria were excluded as many as 156, then abstracts were identified that did not meet the criteria so that 12 journals were obtained. Result: Based on the analysis results from several journals, it can be concluded that most of the results used conclude that there are differences in patient satisfaction using the National Health Insurance (JKN) service with general patients. Conlusion: The hospital is expected to be able to adjust the waiting room to the number of patients so that it does not appear that there is an accumulation of patients in the waiting room, and can implement a more precise queuing system]]>
