Hubungan Mutu Pelayanan Rawat Jalan dengan Tingkat Kepuasan Peserta BPJS Kesehatan di Wilayah Kerja Puskesmas: Perspektif Transformasi Digital Pelayanan Kesehatan

Febbryanti Findayani; Nur Mia; Muhammad Suriyadarman Rianse; Ayu Nangsih

doi:10.31004/riggs.v4i4.5351

Authors

Febbryanti Findayani Universitas Karya Persada Muna
Nur Mia Universitas Karya Persada Muna
Muhammad Suriyadarman Rianse Universitas Karya Persada Muna
Ayu Nangsih Universitas Karya Persada Muna

DOI:

https://doi.org/10.31004/riggs.v4i4.5351

Keywords:

Mutu Pelayanan, Kepuasan Pasien, BPJS Kesehatan, Puskesmas, Digitalisasi Layanan Kesehatan

Abstract

Mutu pelayanan kesehatan merupakan indikator penting keberhasilan sistem kesehatan nasional, khususnya dalam pelaksanaan Jaminan Kesehatan Nasional (JKN) yang dikelola oleh BPJS Kesehatan. Puskesmas sebagai fasilitas pelayanan kesehatan tingkat pertama memiliki peran strategis dalam memberikan pelayanan rawat jalan kepada peserta BPJS. Seiring dengan perkembangan teknologi, transformasi digital kesehatan menjadi salah satu pendekatan utama dalam upaya peningkatan mutu pelayanan dan kepuasan pasien. Kajian ini bertujuan untuk menganalisis hubungan antara mutu pelayanan rawat jalan dan tingkat kepuasan peserta BPJS Kesehatan dengan menekankan peran digitalisasi layanan kesehatan. Penelitian ini menggunakan metode Systematic Literature Review (SLR) berbasis protokol PRISMA 2020 terhadap artikel empiris yang dipublikasikan pada periode 2018–2025. Pencarian literatur dilakukan melalui database PubMed, Scopus, ScienceDirect, dan Garuda. Artikel yang terpilih dianalisis menggunakan content analysis untuk mengidentifikasi tema utama, variabel kunci, dan pola temuan penelitian. Hasil kajian menunjukkan bahwa mutu pelayanan kesehatan, yang mencakup dimensi keandalan, daya tanggap, jaminan kompetensi, empati, dan sarana pendukung, memiliki hubungan positif dan signifikan dengan kepuasan peserta BPJS Kesehatan. Selain itu, pemanfaatan teknologi digital seperti rekam medis elektronik, sistem antrean digital, dan aplikasi Mobile JKN terbukti meningkatkan efisiensi, transparansi, serta pengalaman layanan pasien. Digitalisasi layanan kesehatan berperan sebagai faktor penguat yang memperkuat hubungan antara mutu pelayanan dan kepuasan peserta BPJS. Oleh karena itu, peningkatan kepuasan peserta BPJS Kesehatan di Puskesmas memerlukan integrasi antara peningkatan mutu pelayanan konvensional dan penguatan transformasi digital kesehatan secara berkelanjutan.

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