Influence of nursing services and facilities on the satisfaction level of BPJS Patients in the inpatient ward of Wajo health Center

Muhammad Al Rajab 1, *, Teti Susliyanti Hasiu 2, Tawakal 1, Fitri Kurniawati 1, Marheni Fadilah Harun 1 and Rania Fatrizza Pritami 1

1 Department of Hospital Administration, Pelita Ibu Institute of Health Science, Indonesia.
2 Department of Public Health, IST BUTON Institute of Health Science, Indonesia.
 
Research Article
International Journal of Science and Research Archive, 2024, 12(01), 2614–2625.
Article DOI: 10.30574/ijsra.2024.12.1.1121
 
Publication history: 
Received on 10 May 2024; revised on 16 June 2024; accepted on 19 June 2024
 
Abstract: 
Overview: The research conducted at the Wajo Health Center in Baubau City in 2023 aims to evaluate the impact of nursing services and facilities on the satisfaction of BPJS patients. Using an analytical cross-sectional approach, this study involved 42 patients selected through accidental sampling. Primary data were collected through survey questionnaires, while secondary data were obtained from the health center's medical records.
Body of Knowledge: This study evaluates the influence of nursing services and health facilities on BPJS patient satisfaction as a key indicator of the effectiveness of the National Health Insurance. The research highlights the importance of improving service quality and health infrastructure to achieve equitable health coverage in line with the WHO's Universal Health Coverage goals.
Methods: The study employed an analytical cross-sectional design at the Wajo Health Center in Baubau City from May to June 2023. Out of a population of 55 patients, 42 were selected via accidental sampling. Primary data were gathered through questionnaires and analyzed using univariate, bivariate, and Chi-Square statistical methods. Ethical considerations were maintained by ensuring informed consent, anonymity, and data confidentiality.
Results: The majority of respondents were female (81%), predominantly aged 20-29 years (54.8%), and had a high school education (57.1%). Most were housewives (66.7%). There was a high level of satisfaction with nursing care (71.4%) and health facilities (81%). Bivariate analysis showed a significant relationship between satisfaction with nursing services (X² = 10.438, p = 0.005) and health facilities (X² = 12.101, p = 0.003) and BPJS patient satisfaction.
Recommendation: It is recommended to enhance service quality through regular training for medical personnel to improve interpersonal and clinical skills. Periodic evaluations of health infrastructure are necessary to ensure reliability. Continuous support from management is required for ongoing improvements, ensuring that health service standards meet BPJS patient expectations.
 
Keywords: 
BPJS patient satisfaction; Nursing services; Health facilities; Patient Care Satisfaction; Quality Improvement
 
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