HUBUNGAN KUALITAS SUMBER DAYA MANUSIA DENGAN KEPUASAN PASIEN RAWAT JALAN BPJS KESEHATAN DI UPTD PUSKESMAS PANTOLOAN

Abstrak

The quality of human resources is one of the key factors in improving the quality of healthcare services and patient satisfaction. Good, friendly, communicative, and professional service can influence patients’ satisfaction with the healthcare services they receive. Based on data from Pantoloan Community Health Center, in 2023 there has been a decline in the public satisfaction index despite a continuous increase in the number of patient visits. This study aimed to know the relationship between the quality of human resources and the satisfaction of outpatient who covered by BPJS Kesehatan in the Pantoloan Community Health Center. This study employed a quantitative research design with a Correlation approach. The study population consisted of all 16,333 BPJS Kesehatan outpatients at the Pantoloan Community Health Center (UPTD Puskesmas), with a sample size of 99 respondents selected using the Slovin formula. The research instrument consisted of a questionnaire, and univariate and bivariate data analysis was performed using the Chi-Square test. The results of the study indicate that the majority of respondents rated the quality of human resources as “good” (57 respondents or 57.6%), and the majority of respondents were satisfied with the service (72 respondents, or 72.7%). The results of the bivariate analysis showed a p-value 0.003 < 0.05, indicating a significant relationship between the quality of human resources and the satisfaction of BPJS Kesehatan outpatient patients at the Pantoloan Community Health Center (UPTD Puskesmas). In conclusion, the quality of human resources has a significant impact on patient satisfaction. It is hoped that community health centers will improve the quality of health services by enhancing the competence and professionalism of their health care staff.

Keywords:    Human Resource Quality, Patient Satisfaction