Hubungan Kualitas Pelayanan Dan Aksesibilitas Pelayanan Kesehatan Terhadap Tingkat Kepuasan Pasien BPJS Di UPTD Puskesmas Tapos

The Relationship Between Service Quality and Accessibility of Health Services and the Level of BPJS Patient Satisfaction at the Tapos Community Health Center UPTD

Abstract

Introduction: Approximately 97% of BPJS patients in Indonesia still feel dissatisfied with the quality and accessibility of healthcare services at Community Health Centers in Tapos, particularly regarding medication services, staff responsiveness and facilities that don’t meet their expectation. In 2023 Community Satisfaction Survey revealed a dissatisfaction rate of 41,1% at Community Health Center in Tapos, especially concerning counter services, the pharmacy and nutrition services. This study aims to examine the relationship between service quality and healthcare accessibility with the level of satisfaction among BPJS patients at the Community Health Centers in Tapos.

 Methods: This study employed a quantitative research method with a cross-sectional design. The study subjects consisted of BPJS patients receiving treatment at the Community Health Centers in Tapos. Data were analyzed using univariate and bivariate analysis techniques.

 Results: The statistical analysis revealed a significant association between Service Quality (p-value = 0,000; OR = 78,5) and Healthcare Service Accessibility (p-value = 0.000, OR = 78,6) and the satisfaction level of BPJS patients.

 Discussion: The Community Health Center in Tapos is advised to continuously improve the quality of healthcare services by focusing on aspects that patients find less satisfactory, such as waiting time, staff friendliness, clarity of information, and the adequacy of available facilities. In addition, efforts to enhance service accessibility, both in terms of time and travel distance for patients, should be prioritized. Regular evaluations of healthcare services are recommended to help identify areas requiring further improvement.