Increased Responsive Power

Oct 13, 2025 by wbrum.org 107 views

The Level of Patient Satisfaction BPJS Health Regarding the Quality of Nursing Services in the Inpatient Room of Sultan Sulaiman Regional Hospital

Introduction

The quality of nursing services plays a crucial role in increasing patient satisfaction, as it directly impacts their experience during treatment. In the context of Sultan Sulaiman Regional Hospital, a hospital that serves BPJS Health users, ensuring optimal service quality is essential. This study aims to measure the level of BPJS Health patient satisfaction with the quality of nursing services in the inpatient room of Sultan Sulaiman Hospital.

Background

Sultan Sulaiman Regional Hospital is a healthcare facility that provides quality services to its patients, including those covered by BPJS Health. The hospital's commitment to providing excellent care is reflected in its mission to deliver high-quality services that meet the needs of its patients. However, the quality of nursing services is a critical factor that can significantly impact patient satisfaction. Therefore, this study seeks to investigate the level of patient satisfaction with the quality of nursing services in the inpatient room of Sultan Sulaiman Hospital.

Methodology

This study employed a descriptive design and was conducted from April to June 2020, involving 94 respondents. The sampling technique used was probability sampling with a proportionate stratified random sampling approach. The research instrument used was a questionnaire to measure patient satisfaction based on five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness.

Results

The results of this study showed that the level of patient satisfaction of BPJS Health in general was in the category of "satisfied," with 69.1% of respondents expressing satisfaction with nursing services. More detailed results are presented below:

Reliability

72.3% of respondents expressed their satisfaction with the reliability of nursing services.
The reliability of nursing services refers to the ability of nurses to provide consistent and predictable care. This dimension is critical in building trust between patients and healthcare providers.

Assurance (Guarantee)

70.2% of respondents felt guarantees and trust in nursing services.
Assurance refers to the confidence that patients have in the competence and professionalism of nurses. This dimension is essential in establishing a positive relationship between patients and healthcare providers.

Tangibles (Physical Landscape)

71.3% of respondents expressed satisfaction with the facilities and equipment provided.
Tangibles refer to the physical aspects of the healthcare environment, including facilities, equipment, and amenities. This dimension is critical in creating a comfortable and supportive environment for patients.

Empathy (Empathy)

63.8% of respondents felt empathy and attention from nurses.
Empathy refers to the ability of nurses to understand and share the feelings of patients. This dimension is essential in building a positive relationship between patients and healthcare providers.

Responsiveness

62.8% of respondents felt good responsive power from nurses.
Responsiveness refers to the ability of nurses to respond promptly and effectively to the needs of patients. This dimension is critical in creating a supportive and caring environment for patients.

Analysis

The results of this study showed that in general, BPJS Health patients at Sultan Sulaiman Regional Hospital were satisfied with the quality of nursing services. However, there are several dimensions that need to be considered to improve the quality of services in the future.

Increased Responsive Power

Although 62.8% of respondents were satisfied with the nurse's responsiveness, this number could still be increased to ensure that all patients get fast and timely responses.
Increasing responsive power is essential in creating a supportive and caring environment for patients.

Empathy and Attention

Although 63.8% of respondents felt empathy from nurses, a strategy is needed to increase empathy and attention of nurses to patients, so that all patients feel valued and considered.
Empathy and attention are essential in building a positive relationship between patients and healthcare providers.

Suggestion

Based on the results of this study, here are some suggestions to improve the quality of nursing services at Sultan Sulaiman Regional Hospital:

Improving the Training Program

Sultan Sulaiman Regional Hospital needs to hold a regular training program to improve the competence and professionalism of nurses in providing friendly, responsive, and empathy services.
Improving the training program is essential in enhancing the skills and knowledge of nurses, which can lead to improved patient satisfaction.

Strengthening the Communication System

Increasing communication between nurses and patients, as well as between medical teams is very important to increase patient satisfaction.
Strengthening the communication system is essential in creating a supportive and caring environment for patients.

Improvement of Facilities and Equipment

Improving the quality of facilities and equipment that supports nursing services, such as medical aids, will increase patient comfort and increase their satisfaction.
Improving the facilities and equipment is essential in creating a comfortable and supportive environment for patients.

Conclusion

This study shows that Sultan Sulaiman Regional Hospital has provided good and satisfying quality of nursing services for BPJS Health patients. However, there needs to be a sustainable effort to improve the quality of services, especially in terms of responsiveness, empathy, and facilities. By applying the suggestions given, it is hoped that Sultan Sulaiman Regional Hospital can increase patient satisfaction and become a trusted referral hospital in providing quality health services for the community.
Frequently Asked Questions (FAQs) about Patient Satisfaction with Nursing Services at Sultan Sulaiman Regional Hospital

Q: What is the purpose of this study?

A: The purpose of this study is to measure the level of BPJS Health patient satisfaction with the quality of nursing services in the inpatient room of Sultan Sulaiman Hospital.

Q: What is the methodology used in this study?

A: This study employed a descriptive design and was conducted from April to June 2020, involving 94 respondents. The sampling technique used was probability sampling with a proportionate stratified random sampling approach. The research instrument used was a questionnaire to measure patient satisfaction based on five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness.

Q: What are the results of this study?

A: The results of this study showed that the level of patient satisfaction of BPJS Health in general was in the category of "satisfied," with 69.1% of respondents expressing satisfaction with nursing services. More detailed results are presented below:

Reliability

72.3% of respondents expressed their satisfaction with the reliability of nursing services.
The reliability of nursing services refers to the ability of nurses to provide consistent and predictable care. This dimension is critical in building trust between patients and healthcare providers.

Assurance (Guarantee)

70.2% of respondents felt guarantees and trust in nursing services.
Assurance refers to the confidence that patients have in the competence and professionalism of nurses. This dimension is essential in establishing a positive relationship between patients and healthcare providers.

Tangibles (Physical Landscape)

71.3% of respondents expressed satisfaction with the facilities and equipment provided.
Tangibles refer to the physical aspects of the healthcare environment, including facilities, equipment, and amenities. This dimension is critical in creating a comfortable and supportive environment for patients.

Empathy (Empathy)

63.8% of respondents felt empathy and attention from nurses.
Empathy refers to the ability of nurses to understand and share the feelings of patients. This dimension is essential in building a positive relationship between patients and healthcare providers.

Responsiveness

62.8% of respondents felt good responsive power from nurses.
Responsiveness refers to the ability of nurses to respond promptly and effectively to the needs of patients. This dimension is critical in creating a supportive and caring environment for patients.

Q: What are the implications of this study?

A: The results of this study have several implications for healthcare providers, policymakers, and patients. Firstly, the study highlights the importance of providing high-quality nursing services that meet the needs of patients. Secondly, the study suggests that healthcare providers should prioritize the development of a supportive and caring environment for patients. Finally, the study emphasizes the need for healthcare providers to continuously evaluate and improve their services to meet the changing needs of patients.

Q: What are the limitations of this study?

A: This study has several limitations. Firstly, the study was conducted in a single hospital setting, which may limit the generalizability of the findings. Secondly, the study used a descriptive design, which may not capture the complexities of patient satisfaction. Finally, the study relied on self-reported data from patients, which may be subject to biases and limitations.

Q: What are the recommendations for future research?

A: Based on the findings of this study, several recommendations for future research are proposed. Firstly, future studies should investigate the factors that influence patient satisfaction with nursing services. Secondly, future studies should explore the impact of nursing services on patient outcomes. Finally, future studies should examine the effectiveness of interventions aimed at improving patient satisfaction with nursing services.

Q: What are the implications for healthcare providers?

A: The findings of this study have several implications for healthcare providers. Firstly, healthcare providers should prioritize the development of a supportive and caring environment for patients. Secondly, healthcare providers should continuously evaluate and improve their services to meet the changing needs of patients. Finally, healthcare providers should invest in the development of nursing services that meet the needs of patients.

Q: What are the implications for policymakers?

A: The findings of this study have several implications for policymakers. Firstly, policymakers should prioritize the development of healthcare policies that support the provision of high-quality nursing services. Secondly, policymakers should invest in the development of healthcare infrastructure that supports the provision of nursing services. Finally, policymakers should continuously evaluate and improve healthcare policies to meet the changing needs of patients.

Q: What are the implications for patients?

A: The findings of this study have several implications for patients. Firstly, patients should prioritize the development of a supportive and caring environment for themselves. Secondly, patients should continuously evaluate and improve their healthcare experiences to meet their changing needs. Finally, patients should invest in the development of their own healthcare knowledge and skills to make informed decisions about their care.