ABSTRACT

Background: Health care is a health care system that aims to maintain and improve
the health of individuals, families and communities, satisfaction of patients or
participants from insurance is one of the factors that can be used as a reference in
determining the success of the Siti Rahmah Islamic Hospital health service program
Padang.

Objective: To determine the level of satisfaction of BPJS patients in health services

at Siti Rahmah Islamic Hospital
Method: The scope of research is the patients BPJS at the Internal Medicine Poly at
the Siti Rahmah Islamic Hospital in Padang, This research was conducted at the Siti
Rahmah Islamic Hospital in Padang. This research was conducted in June 2018, this
study was a descriptive study with a cross sectional study design. The population in
this study were all BPJS patients at the Internal Medicine Poly at Siti Rahmah Padang
Islamic Hospital with 49 samples. Data analysis is univariate presented in the form of
a frequency distribution table.
Results: Of the 49 respondents 42 people (85.7%) were satisfied with direct
evidence, 30 people (61.2%) were satisfied with reliability, as many as 32 people
(65.3%) were satisfied with responsiveness, as many as 29 people ( 59.2%) satisfied
with the guarantee and as many as 28 people (57.1%) were satisfied with empathy in
health services at the Siti Rahmah Islamic Hospital in 2018.
Conclusion: In general respondents were satisfied with the quality of services which
consisted of direct evidence, reliability, responsiveness, assurance and empathy at
Siti Rahmah Islamic Hospital in 2018.

Keywords: Direct evidence, reliability, responsiveness, assurance and empathy.