PERBANDINGAN TINGKAT KEPUASAN PASIEN BPJS DAN NON-BPJS TERHADAP PELAYANAN KESEHATAN GIGI DAN MULUT DI PUSKESMAS BASUKI RAHMAT KOTA PALEMBANG

Latar Belakang: Kesehatan gigi dan mulut merupakan bagian penting dari kesehatan secara keseluruhan, sehingga kualitas pelayanan kesehatan menjadi faktor utama dalam menentukan kepuasan pasien. Perbedaan sistem pembiayaan antara pasien BPJS dan non-BPJS diduga memengaruhi tingkat kepuasan terhadap pelayanan yang diterima. Tujuan Penelitian: untuk mengetahui perbandingan tingkat kepuasan pasien BPJS dan non-BPJS terhadap pelayanan kesehatan gigi dan mulut di Puskesmas Basuki Rahmat Kota Palembang. Metode Penelitian: adalah kuantitatif dengan desain komparatif dan pendekatan cross sectional. Sampel berjumlah 60 responden yang terdiri dari 30 pasien BPJS dan 30 pasien non-BPJS dengan teknik accidental sampling. Pengumpulan data dilakukan menggunakan kuesioner berdasarkan dimensi SERVQUAL. Analisis data dilakukan secara univariat dan bivariat menggunakan uji Chi-Square. Hasil Penelitian: menunjukkan bahwa tingkat kepuasan pasien berada pada kategori sangat puas (51,7%) dan puas (48,3%). Terdapat perbedaan signifikan antara kedua kelompok, di mana seluruh pasien non-BPJS merasa sangat puas, sedangkan pasien BPJS merasa puas. Hasil uji statistik menunjukkan nilai p-value 0,000 (p<0,05). Kesimpulan: Terdapat perbedaan signifikan tingkat kepuasan antara pasien BPJS dan non-BPJS, di mana pasien non-BPJS memiliki tingkat kepuasan yang lebih tinggi terhadap pelayanan kesehatan gigi dan mulut.

Background: Oral and dental health is an essential part of overall health, making the quality of healthcare services a key factor in determining patient satisfaction. Differences in the financing systems between BPJS and non-BPJS patients are suspected to influence the level of satisfaction with the services received. Objective: To determine the comparison of satisfaction levels between BPJS and non-BPJS patients regarding dental and oral health services at Basuki Rahmat Public Health Center, Palembang City. Methods: This study used a quantitative approach with a comparative design and cross-sectional method. The sample consisted of 60 respondents, including 30 BPJS patients and 30 non-BPJS patients, selected using accidental sampling. Data were collected using a questionnaire based on SERVQUAL dimensions. Data analysis was conducted using univariate and bivariate methods with the Chi-Square test. Results: The findings showed that patient satisfaction levels were categorized as very satisfied (51.7%) and satisfied (48.3%). There was a significant difference between the two groups, where all non-BPJS patients were very satisfied, while BPJS patients were satisfied. Statistical test results showed a p-value of 0.000 (p<0.05). Conclusion: There is a significant difference in satisfaction levels between BPJS and non-BPJS patients, with non-BPJS patients having a higher level of satisfaction with dental and oral health services.