PATIENT SATISFACTION ON NATIONAL HEALTH INSURANCE (JKN) SERVICES

Authors

  • Siti Lestariningrum Faculty of Public Health, University of Indonesia, Indonesia
  • Adang Bachtiar Faculty of Public Health, University of Indonesia, Indonesia

Abstract

Background: The National Health Insurance (JKN) is an insurance system that guarantee all of Indonesian people can access the health services. By registered as a JKN member, people can access and get treatment in health facilities that collaborate with JKN. Measuring the quality of JKN services can be done by measure the patient’s satisfaction on JKN. This study aims to determine the factor of patient’s satisfaction with JKN services. 

Methods: This study was a systematic review used PRISMA guidelines. Data obtained from electronic database of Google Scholar that published in 2019 and used Indonesia language. The keywords that been used was satisfaction with JKN services to find the relevant articles.

Results: The search found 968 articles from Google Scholar database. Articles that did not fulfil the inclusion criteria must be excluded. Totally, 7 articles that contained patient satisfaction with JKN services in hospital had been chosen to analyzed in this study. These articles showed that patient satisfaction with JKN services influenced by some factors such as tangible, reliability, responsiveness, assurance, and empathy.

Conclusion: Factors influenced the patient’s satisfaction with JKN services in hospital were tangible, reliability, responsiveness, assurance, and empathy. These factors influenced by the quality of the hospital services. To increase the patient’s satisfaction, hospital must improve and develop facilities and quality of the hospital services.

Keywords: Patient satisfaction, National Health Insurance, JKN, health services

References

Arnindiah N, Safriantini D. Satisfaction analysis of inpatients of National Health Insurance participants at Siti Khadijah Islamic Hospital Palembang. Health Journal. 2018;11(2):35–39.

Kristanti DN, Lesmana TC. Service Quality with JKN Participant Satisfaction in the Inpatient Room of Condongcatur Sleman Hospital. Public Health Journal. 2019;12(1).

Maghrobi AD, Verawati M, Munawaroh S. BPJS patient satisfaction level regarding the quality of nursing services in the Rose Inpatient Room of Dr. Hardjono Ponorogo. Muhammadiyah Ponorogo University Student Scientific Journal. 2019;3(1):1-11.

Purnomo M. Patient Satisfaction Users of Social Assistance Beneficiary (PBI) at RAA Soewondo Hospital Pati. The 8th University Research Colloqium Universitas Muhammadiyah Purwokerto. 2018;8:136-144.

Wati W, Machmud R, Yurniwati. Service Quality Analysis of the National Health Insurance Program in the Inpatient Room of X Hospital in Kerinci Regency. Research Article Journal of the Medical Faculty of Andalas University. 2019;8(2):366-375.

Yahya I, Agusrawati, Sahupala R. Factors that influence the service satisfaction of patients with BPJS card users at Poasia Kendari Health Center. Local Wisdom-Based Technology Seminar. 2019;528-534.

Published

2019-08-25

How to Cite

Lestariningrum, S., & Bachtiar, A. (2019). PATIENT SATISFACTION ON NATIONAL HEALTH INSURANCE (JKN) SERVICES. Proceedings of the International Conference on Applied Science and Health, (4), 873–880. Retrieved from https://publications.inschool.id/index.php/icash/article/view/710

Issue

Section

Articles