TINGKAT KEPUASAN KELUARGA PASIEN PENGGUNA PROGRAM BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) TERHADAPKUALITAS PELAYANAN PERAWATAN PASIEN INSTALASI RAWAT INTENSIF (IRIN) DI RSUP DR. KARIADI SEMARANG

Abstract

Background :Family satisfaction towards ICU/HCU service is one of the aspect that represents the level of patient satisfaction in hospital. However, patient or patient family were often dissatisfied of some conditions, including hospital cost which was not compatible with the facilities given. Therefore, funding from health insurance might help patient and at the end increased the patient satisfaction. One of the coverage of Health BPJS was giving advanced-level referral health facilities, including care facilities in ICU/HCU room. Using that facility, we could find the ICU/HCU quality care and the benefits of BPJS in the health care function, especially for the advanced-level referral health facilities. Aim : to figure out the level of family satisfaction that use BPJS towards ICU/HCU care service in RSUP Dr. Kariadi Semarang. Methods : this study was a descriptive observational study. The sample was questionnaire data from patient family using BPJS from March 2015 until May 2015 Results : The level of family satisfaction using BPJS toward tangible was satisfied with index score : 80,92. The level of family satisfaction using BPJS toward reliability was satisfied with index score : 80,92. The level of family satisfaction using BPJS toward responsiveness was satisfied with index score : 85,54. The level of family satisfaction using BPJS toward assurance was satisfied with index score : 84,99. The level of family satisfaction using BPJS toward empathy was satisfied with index score : 81,64. Conclusion : Based on questionnaire data and interview to patient family, almost all respondents were satisfied of ICU/HCU service care in RSUP Dr. Kariadi Semarang. Key Words : Intensive Care Unit/High Care Unit, family satisfaction, BPJS