Analisis Kepuasan Pasien BPJS Terhadap Kualitas Pelayanan di Instalasi Rawat Jalan RSUD Solok Menggunakan Importance Perfomance Analysis

Abstract

Based on the results of the study, the patients were satisfied with the performance in
the Outpatient Installation of RSUD Solok. Based on the results of the Importance
Performance Analysis, there are several performances that must be improved, namely
the number of doctors serving patients, the speed and accuracy of pharmacy staff, the
responsiveness of nurses in responding to patient complaints, and the accuracy of
doctors in diagnosing disease. The performance that must be maintained is the
responsiveness of doctors in responding and examining patients, clarity of information
provided by registration / administration officers in the registration process, clarity of
information provided by nurses about actions, clarity of information provided by
doctors regarding disease, doctor friendliness and politeness, friendliness. and
politeness of pharmacy officers, doctors check before making a prescription,
registration staff's attention / concern in the registration process, doctor's attention /
care during serving the examination / treatment, attention / care given by pharmacy
staff when a patient prescribes medicine, nurse / doctor gives the patient the opportunity
to ask and submit complaints.
Keywords: BPJS, Solok Hospital Outpatient Installation, Patient Satisfaction, Importance
Performance Analysis