Accounting and Business Journal The Influence of Services on Patient Satisfaction Inpatient BPJS Mitra Sehat Tanjung Morawa General Hospital Nadia Br Sihaloho1.
Dina Octavia2 Program Study Management.
Sukma College of Management Science Email: nadiasihaloho9@gmail.
com, dina11oktober@gmail.
ABSTRACT
This study aims to determine the effect of service on inpatient satisfaction at Mitra Sehat Tanjung Morawa General Hospital.
Data collection techniques were carried out through observation, questionnaires, interviews.
The research method used by the author is a quantitative descriptive method.
This research was conducted in the city of Medan.
Tanjung Morawa.
There is also a population of 1149 and the sample used by the author is 100 patients as a test.
This disclosure with the result that the Influence of Services on Inpatient Satisfaction in Mitra Sehat Tanjung Morawa General Hospital partially affects inpatient satisfaction.
Keywords: BPJS.
Hospitalization.
Services.
Patient Satisfaction Introduction Health services are the most important thing in one of the overall national The goal of health development is to achieve the ability to live a healthy life in the community so that the degree of quality and equitable health services can be realized, which is able to realize optimal health (Akbar et al.
, n.
Azwar, 1996.
Octavia & Anwar.
Yuliarmi & Riyasa, 2.
While the goal of health development is the establishment of healthy, creative and productive people.
In achieving this, the vision of health development is the realization of all people who are healthy and have the ability to reach quality, fair and equitable health services and have a high degree of health throughout Indonesia (Margono & Wardani, 2018.
Purwanto, 2007.
Subowo, 2.
The mission of health development is promotive, preventive, curative and rehabilitative efforts.
Barata argued that that "Service is an activity or sequence of activities that occurs in direct interaction between a person and another person or machine physically, and provides customer satisfaction (Ibrahim, 2.
Service quality is a dynamic state that is closely related to products, services, human resources, processes and the environment that can at least meet or even exceed the expected service quality.
Health is the most basic need for all human beings both physically and mentally, it is a right for every Indonesian citizen .
5 Constitution Article 28 H paragraph .
and (UU No.
36 of 2.
Health workers are everyone who serves in the health sector and has knowledge or skills through education in the health sector and requires authority to carry out health efforts (Law Number 36 of 2.
(Agus et al.
, 2007.
Rhee & Rha, 2.
Mitra Sehat Tanjung Morawa General Hospital in the health sector is one of the public health services which has the main task of providing public health development and basic Mitra Sehat Tanjung Morawa General Hospital continues to strive to improve equity in health, however, the appearance and quality of health services is not optimal.
Weak management, unfulfilled human resources, unavailability of adequate facilities and infrastructure will determine the quality of service to be provided to the public (Buckley.
Accounting and Business Journal In 2021 the Mitra Sehat Tanjung Morawa General Hospital has not yet collaborated with BPJS, then in early 2022 it will start working with BPJS.
But even so, service indicators are still being improved (Mwita, 2.
For the first year, namely 2022 until the end of the year, the number of hospitalized patients is quite stable and good.
Then in early 2023 there was a decrease in the number of inpatients.
In this analysis the author will conduct an inpatient satisfaction survey visiting the Mitra Sehat Tanjung Morawa General Hospital, to find out what the level of inpatient satisfaction is with the Mitra Sehat Tanjung Morawa General Hospital (Al-Ibrahim, 2014.
Rowley, 1.
From the survey results it will be known that there is dissatisfaction that arises with inpatients at the BPJS Mitra Sehat Tanjung Morawa General Hospital, which causes a decrease in the number of inpatient visits at the BPJS Mitra Sehat Tanjung Morawa General Hospital.
So the survey results also show the causes and effects of the decline in BPJS inpatient care.
That way the Management of the Mitra Sehat Tanjung Morawa General Hospital must pay close attention to the results of the survey, because if you ignore this it will lead to an increase in the dissatisfaction of inpatients at the BPJS Mitra Sehat Tanjung Morawa General Hospital continuously, which will lead to a decrease in patient visits at Mitra Sehat Tanjung Morawa General Hospital.
Research Methods The research was carried out at Mitra Sehat Tanjung Morawa Public Hospital.
The time of the research was conducted from May 1 to May 31, 2023.
The type of data used was primary data, which was obtained directly from data collection taken from Mitra Sehat Tanjung Morawa General Hospital, namely by conducting interviews and questionnaires to patients who had receiving inpatient services.
The data source used is internal data, namely field studies obtained directly from the Tanjung Morawa Mitra Sehat General Hospital through physical observations of the Tanjung Morawa Mitra Sehat General Hospital environment.
The population of this study were all BPJS patients who had been hospitalized at Mitra Sehat Hospital with a population of 1,149 patients in 2022.
The research sample was selected using the Slovin formula.
In the Slovin formula to determine the minimum sample .
if the known population (N) is at the significant level e is:
1 Ne2 Where: n = Number of Samples N = Total Population E = Error Limit .
%) So that a sample of 100 respondents was obtained in this study.
In addition, a validity test will be carried out, namely measuring or knowing the extent to which the determination and correctness of an instrument is valid in measuring whether or not a questionnaire will be given to respondents, and reliability, namely to see the stability and consistency of operational definitions.
The data analysis method used in this research is descriptive quantitative research, namely research that uses numbers as a tool to measure certain research objects.
In conducting this research, a frame of mind was created, in which to make it easier to understand the whole series of this research.
The framework of thinking that will be used is as follows:
Service Patient Satisfaction Accounting and Business Journal The hypothesis used by researchers is as follows:
H0 : AA = 0 .
o influenc.
Ha : AA O 0 .
here is influenc.
Kriteria pengujian Hipotesis :
If t hitung O ttabel so H0 accepted.
H1 rejected .
o effec.
If thitung E ttabel so H0 rejected.
H1 accepted .
Results and Discussion Brief Company History Mitra Sehat General Hospital is located on Jln Sei Merah No 300.
Hamlet II.
Dagang Kerawan Village.
Tanjung Morawa District.
Deli Serdang Regency.
North Sumatra.
Initially, it was a private clinic which was built on August 8, 2001.
The Mitra Sehat Clinic previously had an area of 750 m2.
with a capacity of 3 levels continues to grow from year to year, this is due to the increasing number of patients seeking outpatient treatment and the large number of requests for patients who wish to be hospitalized at the Mitra Sehat Clinic on the grounds that the cost of treatment at the Mitra Sehat Clinic is quite affordable compared to if they have to seek treatment at home big pain.
But inpatient facilities at the Mitra Sehat Clinic were limited, so the owner of the Mitra Sehat Clinic expanded the development which was built on an additional land located behind the old building with an area of 3500 m2.
So Mitra Sehat Clinic, which previously only had 6 bed capacity, has now grown to 50 bed capacity.
And on May 15 2012 Mitra Sehat Clinic officially became a General Hospital.
With the progress of the times in this era of globalization.
Indonesian people are increasingly concerned about and aware of the importance of health and the level of utilization of health service units is also increasing.
The people in this area are also aware of the importance of health, so they need a place for health services.
Mitra Sehat General Hospital as a health service center serves General Patients.
Health BPJS Patients.
Inhealth Patients.
Insurance Patients and Company Patients which are equipped with various facilities such as Emergency Treatment Facilities.
Inpatient Facilities.
General and Specialist Clinic Facilities.
Special Facilities, and Supporting Facilities.
Improving service activities at RSU.
Mitra Sehat continues, with the addition of professional medical and paramedical personnel and adequate facilities, committed, and all of these improvements are aimed at providing patient satisfaction with effective and efficient services.
In 2014 the national health insurance system has switched to BPJS Health services to anticipate this development the Mitra Sehat General Hospital has added a new building with a total capacity of 121 beds which already has an ICU room and the addition of 2 operating Accounting and Business Journal Results of Respondent Data Table 1.
Recapitulation Tabulation of services and patient satisfaction levels Percentage of Num.
Service Variables Score Satisfaction Level Doctor service Pharmacy services Nurse service Patient admission process services Poly waiting room service Specialist doctor services Physician service Nurse service Pain services Medical support services Administrative services for inpatient 8890 Inpatient cashier administrative services General service Food service Facility services Hypothesis Test Keofisien Determinasi (R.
Regression Output Created Comments Table 2.
Test results for the efficiency of determination (R.
Notes 09-JUN-2023 15:47:46 Input Missing Value Handling Active Dataset DataSet0 Filter <none> Weight <none> Split File <none> N of Rows in Working Data File User-defined missing values are Definition of Missing treated as missing.
Statistics are based on cases with Cases Used no missing values for any variable used.
Accounting and Business Journal
Syntax
Processor Time
Elapsed Time
Memory Required Additional Memory Required for Residual Plots Resources REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS
R ANOVA
/CRITERIA=PIN(.
POUT(.
/NOORIGIN
/DEPENDENT Layanan /METHOD=ENTER Berwujud Tanggapan Empati Keandalan Jaminan.
00:00:00,00
00:00:00,06
2692 bytes 0 bytes Table 3.
Service variable test results (X) Variables Entered/Removeda Model Variables Entered Variables Method Removed Jaminan.
Keandalan.
Empati.
Enter Berwujud.
Tanggapanb Dependent Variable: Layanan All requested variables entered.
Table 4.
Table 3.
Service variable test results (X) Model Summary Model R Square Adjusted R Square Std.
Error of the Estimate Predictors: (Constan.
Assurance.
Reliability.
Empathy.
Tangible.
Feedback Table 5.
Table 3.
Service variable test results (X) ANOVAa Model Sum of Squares Mean Square Regression Residual Total Sig.
Dependent Variable: Service Predictors: (Constan.
Assurance.
Reliability.
Empathy.
Tangible.
Feedback Table 6.
Service variable test results (X) Coefficientsa Accounting and Business Journal Unstandardized Coefficients Model Sig.
Coefficients Standardized Std.
Error (Constan.
Tangible Response Empathy Beta Reliability Guarantee Dependent Variable: Service From the output table above, the Adjusted R Square value is 0.
03 which has the influence of service satisfaction, both guarantees, reliability, empathy, tangibles and So that we can draw conclusions that there is an influence of service on patient satisfaction inpatients at Mitra Sehat Tanjung Morawa General Hospital.
Partial Test .
Regression Table 7.
Partial Test .
Notes Output Created Comments Input
09-JUN-2023 16:12:54
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data File
Definition of Missing Missing Value Handling Cases Used DataSet0
<none> <none> <none> User-defined missing values are treated as Statistics are based on cases with no missing values for any variable Accounting and Business Journal
Syntax
Resources Processor Time
Elapsed Time
Memory Required Additional Memory Required for Residual Plots REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA
/CRITERIA=PIN(.
POUT(.
/NOORIGIN
/DEPENDENT
Kepuasan_Pasien /METHOD=ENTER Puas Tidak_Puas.
00:00:00,03
00:00:00,02
1652 bytes 0 bytes Table 8.
Results of patient satisfaction variable testing (Y) Variables Entered/Removeda Model Variables Entered Variables Method Removed Not Satisfied.
Enter Satisfiedb Dependent Variable: Patient Satisfaction All requested variables entered.
Table 9.
Results of patient satisfaction variable testing (Y) Model Summary Model R Square Adjusted R Std.
Error of Square the Estimate Predictors: (Constan.
Not Satisfied.
Satisfied Table 10.
Results of patient satisfaction variable testing (Y) ANOVAa Model Sum of Mean Square Squares Regression Residual Total Dependent Variable: Patient Satisfaction Predictors: (Constan.
Not Satisfied.
Satisfied Sig.
Table 11.
Results of patient satisfaction variable testing (Y) Accounting and Business Journal Coefficientsa Unstandardized Standardize Coefficients Model Coefficients Std.
Error Beta (Constan.
Satisfied Not Satisfied Dependent Variable: Patient Satisfaction Sig.
From the t-test output table above, it can be seen that the Sig value of 0.
001 is satisfied, which is smaller than the Sig value of 0.
54, so we can draw conclusions from the t-test if it is below the Sig value of 0.
05, then there is an influence.
So the conclusion is that there is an influence of service on patient satisfaction inpatients at the Mitra Sehat Tanjung Morawa General Hospital.
The results of testing the hypothesis show that partially the service variable has an effect on patient satisfaction in Tanjung Morawa inpatients.
The results of this study are in accordance with the results of research conducted by Rahmawati Nur'aeni.
Aisyah Simanjorang.
Jamaluddin .
with the title The Effect of Service on Inpatient Satisfaction at Izza Karawang Hospital.
Conclusion Based on the results of the research and discussion, it can be concluded that partially the service has an effect on patient satisfaction at Mitra Sehat Tanjung Morawa General Hospital, with a satisfied Sig value of 0.
001 which is smaller than the dissatisfied Sig value 54 so that we can draw conclusions from the test if the t value is below the Sig value of 05 then there is influence.
So the conclusion is that there is an influence of service on patient satisfaction inpatients at the Mitra Sehat Tanjung Morawa General Hospital.
Meanwhile, based on the test results of the Coefficient of Determination (R.
with an Adjusted R Square value of 0.
03, the effect of service satisfaction on both assurance, reliability, empathy, tangibles and responses.
So that we can draw conclusions that there is an influence of service on patient satisfaction inpatients at Mitra Sehat Tanjung Morawa General Hospital.
Accounting and Business Journal
References