Analysis of BPJS Health and Non-BPJS Health Patient Satisfaction on Inpatient Services at X Hospital

Rizkia Yuniar Nur Andini; Ari Nurfikri; Janthi Dharma Shanty; Nanang Kurnia Achmadi

doi:10.58418/ijni.v2i1.42

Authors

Rizkia Yuniar Nur Andini University of Indonesia, Indonesia
Ari Nurfikri University of Indonesia, Indonesia
Janthi Dharma Shanty University of Indonesia, Indonesia
Nanang Kurnia Achmadi Health Polytechnic of the Ministry of Health Jakarta 2, Indonesia

DOI:

https://doi.org/10.58418/ijni.v2i1.42

Keywords:

Patient Satisfaction, Inpatient Services, BPJS Health, Non-BPJS Health, Hospital

Abstract

As a health insurance programme implemented by the government, the Social Security Administration for Health, or BPJS Health, often raises questions regarding the level of patient satisfaction in receiving health services. However, as a mandatory programme for all Indonesian citizens, the presence of BPJS Health affects the number of hospital visits due to the ease of financing treatment. The purpose of this study is to explain the relationship between patient satisfaction and the use of BPJS Health and to describe the perceptions of BPJS Health and non BPJS Health patients on the quality of inpatient services at Hospital X. The method used for this study is a quantitative approach with the research location at Hospital X in Depok City, West Java. There is no difference in the level of patient satisfaction between BPJS Health and non BPJS Health patients towards inpatient services. This article is expected to contribute to affirmation for hospitals in providing services that do not differentiate services for general patients, insurance, and BPJS Health.

References

Ali, J., Jusoh, A., Idris, N., & Nor, K. M. (2024). Healthcare service quality and patient satisfaction: a conceptual framework. International Journal of Quality & Reliability Management, 41(2), 608–627. https://doi.org/10.1108/IJQRM-04-2022-0136

Ampaw, E. M., Chai, J., Liang, B., Tsai, S.-B., & Frempong, J. (2020). Assessment on health care service quality and patients’ satisfaction in Ghana. Kybernetes, 49(12), 3047–3068. https://doi.org/10.1108/K-06-2019-0409

Asamrew, N., Endris, A. A., & Tadesse, M. (2020). Level of Patient Satisfaction with Inpatient Services and Its Determinants: A Study of a Specialized Hospital in Ethiopia. Journal of Environmental and Public Health, 2020, 1–12. https://doi.org/10.1155/2020/2473469

Barrios-Ipenza, F., Calvo-Mora, A., Velicia-Martín, F., Criado-García, F., & Leal-Millán, A. (2020). Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale. International Journal of Environmental Research and Public Health, 17(14), 5111. https://doi.org/10.3390/ijerph17145111

Basabih, M., Prasojo, E., & Rahayu, A. Y. S. (2022). Hospital services under public-private partnerships, outcomes and, challenges: A literature review. Journal of Public Health Research, 11(3), 227990362211157. https://doi.org/10.1177/22799036221115781

Bazyar, M., Yazdi-Feyzabadi, V., Rashidian, A., & Behzadi, A. (2021). The experiences of merging health insurance funds in South Korea, Turkey, Thailand, and Indonesia: a cross-country comparative study. International Journal for Equity in Health, 20(1), 66. https://doi.org/10.1186/s12939-021-01382-w

Dartanto, T., Pramono, W., Lumbanraja, A. U., Siregar, C. H., Bintara, H., Sholihah, N. K., & Usman. (2020). Enrolment of informal sector workers in the National Health Insurance System in Indonesia: A qualitative study. Heliyon, 6(11), e05316. https://doi.org/10.1016/j.heliyon.2020.e05316

Darwati, L. (2018). Analisis Perbandingan Kepuasan Pasien terhadap Pelayanan Kebidanan pada Peserta BPJS (Badan Penyelenggara Jaminan Sosial) dan non BPJS di Ruang Bersalin RSUD Soegiri Lamongan Jawa Timur. Journal for Quality in Women’s Health, 1(2 SE-Articles), 28 – 34. https://www.jqwh.org/index.php/JQWH/article/view/14

Fahmi, A., Qomariah, N., & Cahyono, D. (2020). Effect of Service Quality and Service Innovation of Patient Satisfaction and Loyalty. International Journal of Engineering Research & Technology (IJERT), 9(06), 1085–1090.

Idayati, I., Kesuma, I. M., Aprianto, R., & Suwarno, S. (2020). The Effect of Service Quality on Citizen’s Expectation through Dimension of Tangible, Emphaty, Reliability, Responsiveness and Assurance (TERRA). SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS, 241–252. https://doi.org/10.29259/sijdeb.v4i3.241-252

Ifeagwu, S. C., Yang, J. C., Parkes-Ratanshi, R., & Brayne, C. (2021). Health financing for universal health coverage in Sub-Saharan Africa: a systematic review. Global Health Research and Policy, 6(1), 8. https://doi.org/10.1186/s41256-021-00190-7

Kosnan, W. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Kabupaten Merauke. Jurnal Ekonomi, Bisnis, Dan Akuntansi, 21(4). https://doi.org/10.32424/jeba.v21i4.1538

Lebano, A., Hamed, S., Bradby, H., Gil-Salmerón, A., Durá-Ferrandis, E., Garcés-Ferrer, J., Azzedine, F., Riza, E., Karnaki, P., Zota, D., & Linos, A. (2020). Migrants’ and refugees’ health status and healthcare in Europe: a scoping literature review. BMC Public Health, 20(1), 1039. https://doi.org/10.1186/s12889-020-08749-8

Li, R., Rivers, C., Tan, Q., Murray, M. B., Toner, E., & Lipsitch, M. (2020). Estimated Demand for US Hospital Inpatient and Intensive Care Unit Beds for Patients With COVID-19 Based on Comparisons With Wuhan and Guangzhou, China. JAMA Network Open, 3(5), e208297. https://doi.org/10.1001/jamanetworkopen.2020.8297

Mahendradhata, Y., Andayani, N. L. P. E., Hasri, E. T., Arifi, M. D., Siahaan, R. G. M., Solikha, D. A., & Ali, P. B. (2021). The Capacity of the Indonesian Healthcare System to Respond to COVID-19. Frontiers in Public Health, 9. https://doi.org/10.3389/fpubh.2021.649819

Mahmud, A. (2022). The Effect of Service Quality Dimensions on Patient Satisfaction. Golden Ratio of Data in Summary, 2(2), 38–48. https://doi.org/10.52970/grdis.v2i2.215

Manek, O. (2020). Analysis Of Hospital Health Care, Health Facilities Level I Of BPJS Patients Satisfaction In Sikumana Public Health Centre Kupang. Journal for Quality in Public Health, 3(2), 544–552. https://doi.org/10.30994/jqph.v3i2.104

Mbau, R., Kabia, E., Honda, A., Hanson, K., & Barasa, E. (2020). Examining purchasing reforms towards universal health coverage by the National Hospital Insurance Fund in Kenya. International Journal for Equity in Health, 19(1), 19. https://doi.org/10.1186/s12939-019-1116-x

Mulya Wulandari, Susy Sriwahyuni, & Dahlan Gunawan. (2023). Quality Management of Health Services on Patient Satisfaction at Montella Private Hospital West Aceh District. MEDALION JOURNAL: Medical Research, Nursing, Health and Midwife Participation, 4(2), 49–64. https://doi.org/10.59733/medalion.v4i2.75

Naher, N., Hoque, R., Hassan, M. S., Balabanova, D., Adams, A. M., & Ahmed, S. M. (2020). The influence of corruption and governance in the delivery of frontline health care services in the public sector: a scoping review of current and future prospects in low and middle-income countries of south and south-east Asia. BMC Public Health, 20(1), 880. https://doi.org/10.1186/s12889-020-08975-0

Nurfikri, A., Roselina, E., & Hidayat, A. (2023). Evaluating Quality of Hospitals Websites for Medical Tourism in Indonesia. Journal of Environmental Management and Tourism, 14(6), 2735. https://doi.org/10.14505/jemt.v14.6(70).21

Perdana, N. R., Adhasari, G., & Puspitaloka Mahadewi, E. (2022). Challenges and Implementation of Universal Health Coverage Program in Indonesia. International Journal of Health and Pharmaceutical (IJHP), 2(3), 589–596. https://doi.org/10.51601/ijhp.v2i3.97

Puspitasari, A. D., Pertiwiwati, E., & Rizany, I. (2020). Perbedaan Tingkat Kepuasan Pasien Umum Dengan Pasien BPJS Berdasarkan Mutu Pelayanan Keperawatan Di Instalasi Rawat Inap Rsud Ratu Zalecha Martapura. Dunia Keperawatan: Jurnal Keperawatan Dan Kesehatan, 8(1), 93. https://doi.org/10.20527/dk.v8i1.5869

Romaji, R., & Nasihah, L. (2018). Analisis Kepuasan Pasien Terhadap Pelayanan Kesehatan Pada Peserta Bpjs (Badan Penyelenggara Jaminan Sosial) Dan Non Bpjs Di Rsud Gambiran Kediri Jawa Timur. Preventia : The Indonesian Journal of Public Health, 3(2), 143. https://doi.org/10.17977/um044v3i2p143-147

Saraswati, D., & Zulfa, Z. (2023). Liberalization of the Health Sector and Fulfillment of the Right to Health: How does international law respond to this condition? International Law Discourse in Southeast Asia, 2(1). https://doi.org/10.15294/ildisea.v2i1.58372

Sugiarto, S., & Octaviana, V. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93–106. https://doi.org/10.52970/grmapb.v1i2.103

Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847

Sutriono, D., & Sudirman, S. (2020). Deskripsi Pelayanan Kesehatan (Instalasi Farmasi) di RSUD Prof. dr. H. Aloei Saboe Kota Gorontalo. IKESMA, 16(2), 117. https://doi.org/10.19184/ikesma.v16i2.19466

Wahyuni, T. I. E., Ricardianto, P., Harits, A., Thamrin, M., Liana, E., Anggara, D. C., Abidin, Z., Setyowati, T. M., Sugiyanto, S., & Endri, E. (2022). The implementation of minimum service standards on ship operational performance: Empirical evidence from Indonesia. Uncertain Supply Chain Management, 10(4), 1297–1304. https://doi.org/10.5267/j.uscm.2022.7.010

Yuliaridha, W. D., Roslan, R., & Darmaja, S. (2023). Analisis Kepuasan Masyarakat terhadap Kualitas Pelayanan Kesehatan Puskesmas Cihara Kabupaten Lebak Tahun 2022. Jurnal Sehat Mandiri, 18(2), 24–34. https://doi.org/10.33761/jsm.v18i2.970

Zhao, Y., Atun, R., Oldenburg, B., McPake, B., Tang, S., Mercer, S. W., Cowling, T. E., Sum, G., Qin, V. M., & Lee, J. T. (2020). Physical multimorbidity, health service use, and catastrophic health expenditure by socioeconomic groups in China: an analysis of population-based panel data. The Lancet Global Health, 8(6), e840–e849. https://doi.org/10.1016/S2214-109X(20)30127-3