Kepuasan pasien Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS Kesehatan) terhadap kualitas dua fasilitas pelayanan kesehatan gigiSatisfaction of Healthcare and Social Security Agency patients on the quality of two dental health services - Popy Anggia; Satria Yandi; Intan Batura Endo Mahata; Elen Anggraini (Padjadjaran Journal of Dental Researchers and Students, 2020)
Pendahuluan: Layanan kesehatan adalah salah satu hak yang diperlukan bagi masyarakat, sehingga perlu disediakan dan diatur oleh pemerintah. Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS Kesehatan) adalah badan pemerintah yang berfungsi untuk mengatur program kesehatan untuk seluruh rakyat Indonesia. Salah satu indikator untuk mengevaluasi kualitas layanan kesehatan adalah menentukan kepuasan pasien terhadap kualitas layanan kesehatan. Penelitian ini bertujuan untuk mengidentifikasi kepuasan pasien BPJS Kesehatan terhadap kualitas layanan kesehatan gigi di Poli Gigi pada Klinik Zamrud dan Klinik Asyifa Medika Padang. Metode: Desain penelitian adalah cross-sectional dengan populasi pasien BPJS Kesehatan yang memenuhi kriteria inklusi, dan mengunjungi klinik selama Februari 2018. Kuesioner digunakan sebagai alat pengumpulan data. Analisis data univariat disajikan dalam diagram dan tabel. Analisis data bivariat dilakukan menggunakan uji chi-square dengan nilai signifikansi α=0,05. Hasil: Hasil analisis di Klinik Zamrud menunjukkan bahwa dimensi tampilan fisik, keandalan, daya tanggap, jaminan, dan empati (p=0,182) tidak berpengaruh secara signifikan terhadap kepuasan pasien BPJS Kesehatan. Variabel tampilan fisik (p = 0,226) dan jaminan (p=0,118) tidak mempengaruhi kepuasan pasien; variabel kehandalan (p=0,048), daya tanggap (p=0,003), dan empati (p=0,007), mempengaruhi secara signifikan terhadap kepuasan pasien BPJS Kesehatan. Conclusions: Tidak terdapat hubungan antara kepuasan pasien BPJS di klinik pratama Zamrud dengan tampilan fisik, keandalan, daya tanggap, jaminan dan empati dan tidak terdapat hubungan antara tingkat kepuasan pasien BPJS di klinik Assyifa Medika terhadap dimensi pelayanan di poli gigi yaitu tampilan fisik dan jaminan, namun terdapat hubungan pada dimensi  kehandalan, daya tanggap, dan empati.Kata kunci: Kualitas pelayanan, kepuasan, Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS Kesehatan). ABSTRACTIntroduction: Health services is one of the necessary rights for society, needs to be provided and arranged by the government. Healthcare and Social Security Agency (BPJS Kesehatan) is a government body that functioned to organise health programs for all Indonesians. One indicator to evaluate the quality of health service is to determine the satisfaction of patient on the quality of health services.  This study was aimed to identify the satisfaction of Healthcare and Social Security Agency patients on the quality of dental health service at Dental Polyclinic of Zamrud and Asyifa Medika Clinic Padang. Methods: The research design was cross-sectional with the population of Healthcare and Social Security Agency patient who met the inclusion criteria, and visited the clinic during February 2018. A questionnaire was used for data collection tool. Univariate data analysis was presented with diagrams and tables. Bivariate data analysis was performed using the chi-square test with a significance value of α = 0.05. Results: The results of the analysis in Zamrud Clinic showed a dimension of tangibility, reliability, responsibility, assurance, and empathy (p = 0.182) not affected significantly to the satisfaction of Healthcare and Social Security Agency patients. Variable of tangibility (p = 0.226) and assurance (p = 0.118) was not affected the patients’ satisfaction; variable of reliability (p = 0.048), responsibility (p = 0.003), and empathy (p = 0.007), however, were affected significantly towards the Healthcare and Social Security Agency patients’ satisfaction. Conclusion: There is no relationship between the Healthcare and Social Security Agency patients’ satisfaction in the Zamrud Pratama clinic with tangibility, reliability, responsiveness, assurance, and empathy. Also, there is no relationship between the level of Healthcare and Social Security Agency patients’ satisfaction in Assyifa Medika clinics to the dimensions of service at the dental clinic, such as tangibility and assurance. Still, there is a relationship to the dimensions of reliability, responsibility, and empathy. Keywords: Service quality, satisfaction, Healthcare and Social Security Agency.