Currently, health care services follow the first edition of the COVID-19 Prevention Guidelines from the Indonesian Health Ministry. Therefore, health care services should continue to deliver services equally between COVID-19 patients and general patients. Since the onset of the COVID-19 pandemic, a non-COVID-19 patient satisfaction survey has not been conducted at the hospital. Inpatient services are the most affected by COVID-19 because large capacity of bed is allocated for COVID-19. The aims of this study is to determine the level of satisfaction of non-COVID-19 patients under JKN and its associated factors regarding the changes in health care services during the COVID-19 pandemic. This study is observational and quantitative, using primary data with a cross-sectional design study. The sample was 86 people selected using total sampling. The obtained data was analyzed using univariate and bivariate analysis. The result showed there was a relationship between service changes (p=0.000), there was no relationship between age (p=0.254), gender (p=0.183), educational attainment (p=0.528), occupation (p=0,135), JKN membership (p=1,000), inpatient ward class (p=0.168), and satisfication of patients under JKN. Dependent T test analysis obtained a value of 0.000, meaning a significant difference between reality and the patient expectations. The servqual calculation showed the results of gab=-1.05 and an average suitability rate of 71%. The quality of health services is not meeting patient expectations, and changes in services during the COVID-19 pandemic are still not in accordance with the procedures. The hospital is expected to improve the quality of services during the COVID-19 pandemic.

Bahasa Abstract

Pelayanan kesehatan saat ini mengikuti Pedoman Pencegahan COVID-19 edisi pertama dari Kementerian Kesehatan Indonesia. Oleh karena itu pelayanan kesehatan dituntut agar tetap memberikan pelayanan yang merata antara pasien COVID-19 dan pasien umum. Sejak pandemi COVID-19, survei kepuasan pasien non-COVID-19 di rumah sakit belum dilakukan. Layanan rawat inap paling terdampak COVID-19 karena alokasi kapasitas tempat tidur Sebagian besar digunakan untuk COVID-19. Tujuan penelitian ini untuk mengetahui tingkat kepuasan pasien BPJS (Non-COVID-19) dan faktornya terhadap perubahan pelayanan kesehatan pada masa pandemi COVID-19. Penelitian ini merupakan penelitian kuantitatif observasional, menggunakan data primer dengan desain studi cross-sectional. Sampel sebanyak 86 orang menggunakan total sampling. Analisis yang dilakukan adalah univariat dan analisis bivariat. Hasil studi menunjukkan ada hubungan antara perubahan pelayanan (p=0,000) dan tidak terdapat hubungan antara umur (p=0,254), jenis kelamin (p=0,183), pendidikan (p=0,528), pekerjaan (p=0,135), kepesertaan JKN (p=1,000), kelas rawat inap (p=0,168), dengan kepuasan pasien JKN. Analisis uji t-dependen didapatkan nilai 0,000, berarti ada perbedaan yang signifikan antara kenyataan dan harapan pasien. Perhitungan Servqual menunjukan hasil gab=-1,05 dan rata-rata tingkat kesesuaian 71%. Kualitas pelayanan kesehatan tidak sesuai dengan harapan pasien dan perubahan pelayanan pada masa pandemic COVID-19 juga masih belum sesuai. Rumah Sakit diharapkan dapat meningkatkan kualitas pelayanan pada masa pandemi COVID-19.



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