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VOL. 11, ISSUE 2 (2024)
Analysis of the effectiveness of handling complaints of inpatients bpjs health services at Rsu Royal Prima Medan in 2024
Authors
You Yue
Abstract
A complaint can be defined as a statement or
expression of dissatisfaction with a product or service, either verbally or in
writing, that comes from internal and external customers. This study evaluates
the effectiveness of handling BPJS inpatient complaints at Royal Prima Medan
Hospital in 2024. The research method used is quantitative with a
cross-sectional design. The sample was determined using the Structural Equation
Modeling (SEM) formula, with 200 respondents selected through purposive
sampling. Data analysis involves univariate, bivariate, and multivariate
approaches. Statistical results showed that the variables of empathy (0.000),
speed (0.000), fairness (0.000), and convenience (0.000) were significantly
associated with the effectiveness of handling patient complaints, with a
p-value ≤ 0.05. The conclusion of this study shows that the most influential
variable is convenience, with an Odds Ratio value of 16.448. This means that
the easier it is for patients to make complaints related to health services to
the hospital, the more the effectiveness of handling patient complaints will
increase by 16,448 times.
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Pages:88-91
How to cite this article:
You Yue "Analysis of the effectiveness of handling complaints of inpatients bpjs health services at Rsu Royal Prima Medan in 2024". International Journal of Multidisciplinary Research and Development, Vol 11, Issue 2, 2024, Pages 88-91
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