STUDI FENOMENOLOGI: KEPUASAN PASIEN TERHADAP PELAYANAN KEPERAWATAN DENGAN ASURANSI BPJS PBI
DOI:
https://doi.org/10.33862/jnsr.v2i1.577Keywords:
Phenomenology, Patient Satisfaction, nursing servicesAbstract
The National Health Insurance Program (JKN) through BPJS Kesehatan aims to provide equal access to healthcare services, especially for recipients of contribution assistance (PBI). However, complaints persist regarding inpatient nursing services, including limited facilities, unresponsive staff, and lack of empathy. This raises questions about the satisfaction of BPJS PBI patients with nursing services. This study aims to determine the satisfaction of BPJS PBI patients with nursing services in the inpatient ward of Waluyo Jati Regional Public Hospital, Kraksaan-Probolinggo. Using a qualitative approach with a descriptive phenomenological method, eight participants were purposively selected based on criteria: adult patients, active BPJS PBI users, able to communicate effectively, and willing to share their experiences. Data were collected through semi-structured in-depth interviews, field observations, and documentation, with data validity ensured through source and method triangulation. Analysis followed the stages of data reduction, presentation, and thematic conclusion. Five themes emerged based on the SERVQUAL dimensions: Patients expressed satisfaction with the facilities and cleanliness of the inpatient rooms (tangible), perceived the nurses' performance as
professional and consistent (reliability), and experienced prompt responses to their complaints (responsiveness). Moreover, the nurses’ friendly and polite demeanor provided a sense of security (assurance), and good communication made patients feel respected, even as recipients of subsidized services (empathy). In conclusion, Nursing services for BPJS PBI patients are viewed positively, particularly in terms of nurse attitude and responsiveness. Overall, patient care at RSUD Waluyo Jati Kraksaan received a favorable evaluation across all five SERVQUAL dimensions
Downloads
References
Agra Nabilfavian Evandinnartha, Muhammad Syamsu Hidayat, & Rosyidah. (2023). Pengaruh Kualitas Pelayanan dan Kepuasan Pasien BPJS terhadap Loyalitas Pasien?: Literature Review. Media Publikasi Promosi Kesehatan Indonesia (MPPKI). https://doi.org/10.56338/mppki.v6i6.3256
Apriliani, T. S. D., Fitriyah, E. T., & Kusyani, A. (2021). Pengaruh Terapi Musik Terhadap Perubahan Perilaku Penderita Halusinasi Pendengaran Pada Pasien Skizofrenia: Tinjauan Literatur. Jurnal Ilmiah Keperawatan (Scientific Journal of Nursing). https://doi.org/10.33023/jikep.v7i1.654
Bachri, S., & Nurnaeni, N. (2022). Literature Review - Etika Dan Hukum Kesehatan. Jurnal Berita Kesehatan. https://doi.org/10.58294/jbk.v14i2.67
Cahyo, F. D. (2021). Analisa Kualitatif Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pasien di Ruang Rawat Inap pada Rumah Sakit TK II Putri Hijau Kesdam I/BB Medan. Jurnal Rekam Medic. https://doi.org/10.33085/jrm.v2i1.4866
Daeli, D. O., & Zaluchu, S. E. (2019). Analisis Fenomenologi Deskriptif terhadap Panggilan Iman Kristen untuk Kerukunan Antar Umat Beragama di Indonesia. SUNDERMANN: Jurnal Ilmiah Teologi, Pendidikan, Sains, Humaniora Dan Kebudayaan. https://doi.org/10.36588/sundermann.v1i1.27
Handayani, A. R., & Sholihah, N. A. (2022). Implementasi Hak Masyarakat Terhadap Pelayanan Kesehatan di Puskesmas Labuan Badas Sumbawa. Jurnal Penelitian Inovatif. https://doi.org/10.54082/jupin.86
Haryati, F. (2022). Analisis Tingkat Kepuasan Pasien Terhadap Pelayanan. Jurnal Health Sains.
Jonkisz, A., Karniej, P., & Krasowska, D. (2022). The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries. In International Journal of Environmental Research and Public Health. https://doi.org/10.3390/ijerph19137831
M. Dwi Setiawan, & Dewi Agustina. (2023). Indeks Kepuasan Peserta BPJS Kesehatan Terhadap Pelayanan Fasilitas Kesehatan Di Desa Tanjung Rejo. G-Couns: Jurnal Bimbingan Dan Konseling. https://doi.org/10.31316/gcouns.v7i
03.4650
Marliana, A. M., & Elon, Y. (2022). Gambaran Tingkat Kepuasan Pasien Unit Hemodialisa Terhadap Pelayanan Perawat. Journals of Ners Community.
Ninla Elmawati Falabiba. (2024). Badan Pusat Statistik Nasional. In 2024.
Nugraheni, W. P., Mubasyiroh, R., & Hartono, R. K. (2020). The influence of Jaminan Kesehatan Nasional (JKN) on the cost of delivery services in Indonesia. PLoS ONE. https://doi.org/10.1371/journal.pone.0235176
Nurhidaya, A. (2020). Hubungan Pelayanan Keperawatan dengan Kepuasan Pasien Rawat Inap Peserta Jaminan Kesehatan Nasional (Jkn) Di Rsud Labuang Baji Makassar. Universitas Islam Negri Alaudin.
Rahayuningsih, L. A. S., & Cahyaningrum, N. (2023). Pengaruh Sikap Empati Tenaga Kesehatan Terhadap Kepuasan Pasien: Meta Analisis. Infokes: Jurnal Ilmiah Rekam Medis Dan Informatika Kesehatan. https://doi.org/10.47701/infokes.v13i2.3130
Ripa’i, M., & Hotman, M. (2023). Hubungan Kesigapan Perawat Dalam Tindakan Keperawatan Dengan Tingkat Kepuasan Keluarga Pasien Rawat Inap. Jurnal Kebidanan, Keperawatan Dan Kesehatan (BIKES). https://doi.org/10.51849/j-bikes.v2i3.39
Sumarni, & Prabandari, F. (2021). Faktor-faktor yang mempengaruhi Pelayanan kesehatan balita Pada Masa Pandemi Covid-19 di Kabupaten Banyumas. Jurnal Bina Cipta Husada.
Suriani, R. (2023). Hubungan Kualitas Pelayanan; Keandalan dengan Kepuasan Pasien terhadap Pelayanan Keperawatan di IRNA Ambun Pagi RSUP. Dr. M. Djamil Padang. Jurnal Ilmu Kesehatan Dharmas Indonesia. https://doi.org/10.56667/jikdi.v3i1.821
Titik Suhartini, T. (2020). Analisis Kepuasan Kerja Perawat Terhadap Manajemen Keperawatan Di RSUD Waluyo Jati Kraksaan. Jurnal Ilmiah Kebidanan (Scientific Journal of Midwifery). https://doi.org/10.33023/jikeb.v6i2.634
