ANALYSIS OF NURSING CARE FACTORS THAT INFLUENCE PATIENT SATISFACTION USING INSURANCE BPJS IN EMERGENCY DEPARTMENT
Journal Title: World Journal of Advance Healthcare Research - Year 2018, Vol 2, Issue 5
Abstract
Patient satisfaction is an indicator of the good or bad quality of health services provided by health care providers. On average, obtained from several hospitals in Indonesia showed 67% of patients complaining of dissatisfaction in receiving nursing services, more than half of respondents were dissatisfied with insurance BPJS. Objective and accurate measurement of customer satisfaction can help hospitals form better services. The purpose of this study was to analyze the factors of nursing services that affect the satisfaction of insurance BPJS patients in Dr. R.Soedarsono Regency Hospital, Pasuruan City. This research method is quantitative with a cross sectional approach involving 135 respondents. The sampling technique uses consecutive sampling method. Data were analyzed using the Spearman test to determine the effect between variables and to determine the factors that most influence the satisfaction of insurance BPJS patients in the Emergency Department using Structural Equation Modeling analysis. The results showed that the value of p value on the factors of nursing services included the response time of nurses, alertness of nurses, attitudes of nurses, and the actions of nurses showed the same p value of 0.000 or <0.05 which means that each of these factors has an influence on patient satisfaction , and if seen from the score estimate the standardized regression weights the 4 factors of nursing services are very influential or contribute to the satisfaction of insurance BPJS patients in the emergency department of Dr. R.Soedarsono Regency Hospital, Pasuruan City, is a nurse's response time. Nurses need to increase understanding about how to provide quality services including speed, accuracy and reliability in providing care to patients in the ED.
Authors and Affiliations
Dian Rahmadin Akbar
Keywords
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