THE LEVEL OF SATISFACTION OF PATIENTS PARTICIPATING IN SOCIAL SECURITY ADMINISTRATION AGENCY (BPJS KESEHATAN) WITH THE QUALITY OF SERVICE AT THE CAMPUREJO HEALTH CENTER, KEDIRI CITY

Abstract

Patient satisfaction is one of the indicators of the success of health services and the most important thing that must be achieved by every health facility. Service quality is a form of patient assessment of the services received. Some studies use satisfaction indicators to assess service quality. This study aims to determine the level of satisfaction of Social Security Administration Agency/Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan participants with the quality of health services at the Campurejo Health Center. This study uses a cross-sectional research design. The population in this study is all BPJS Kesehatan participants who receive outpatient services at the Campurejo Health Center, Kediri City. Sampling using the purposive sampling technique has the characteristics of inclusion and exclusion. The sample size with the Lemeshow formula so that 37 respondents were obtained. Data processing was carried out using the Fisher Exact Test statistical test. Based on the results of the study, most of the respondents and patients participating in BPJS Kesehatan assessed that the quality of the services provided was good and most of the respondents were satisfied with the services received, there were BPJS Kesehatan  participating patients who assessed the quality of service in the fairly good category as many as 5 people (13.5%) and in the good category as many as 32 people (86.5%) and at the patient satisfaction level there were 10 people (27%) who stated that they were quite satisfied and 27 people (72.9%) who said they were satisfied with the services received. Based on the results of the study using the Fisher Exact Test, a value of p 0.014 (p>0.05) was obtained. This shows that there is a relationship between the quality of service and the level of patient satisfaction of of Social Security Administration Agency (BPJS Kesehatan) participants at the Campurejo Health Center in Kediri City.