STUDI FENOMENOLOGI: PENGALAMAN KLIEN PADA PELAYANAN KEPERAWATAN DENGAN ASURANSI BPJS PBI DI RUANG RAWAT INAP RSUD WALUYO JATI KRAKSAAN-PROBOLINGGO

Abstrak

Latar belakang: Pemahaman terhadap pengalaman pasien menjadi penting terutama pengguna asuransi BPJS BPI. Mencakup persepsi, kepuasan, serta tantangan yang dihadapi pasien selama menerima perawatan Tujuan: Untuk mengetahui fenomenologi pengalaman klien pada pelayanan keperawatan dengan asuransi BPJS PBI di ruang rawat inap RSUD Waluyo Jati Kraksaan-Probolinggo Metode: Kualitatif dengan pendekatan study fenomenologi deskriptif. Metode pengambilan sampel Purposive Sampling Hasil: (1) Tangiable (bukti fisik) fasilitas dan kebersihan diruangan. (2) Reliability (kehandalan) kinerja pelayanan perawat yang tepat. (3) Responsiveness (daya tanggap) kesediaan petugas memberi pelayanan dengan cepat. (4) Assurance (jaminan) keramahan dan sopan santun petugas kesehatan. (5) Empathy (empati) kemudahan melakukan komunikasi dan memahami kebutuhan pasien Kesimpulan: Fasilitas yang disediakan oleh rumah sakit memadai serta ruangan yang bersih, kehandalan perawat dalam pemberian pelayanan, ketanggapan perawat terhadap kebutuhan pasien, sikap jaminan yang diberikan seperti keramahtamahan dan sopan santun, serta rasa peduli yang ditunjukkan oleh perawat kepada pasien selama rawat inap di RSUD Waluyo Jati.

Background: Understanding the patient experience is important, especially BPJS BPI insurance users. Includes perceptions, satisfaction, and challenges faced by patients while receiving care Objective: To determine the phenomenology of client experience in nursing services with BPJS PBI insurance in the inpatient room of RSUD Waluyo Jati Kraksaan-Probolinggo Methods: Qualitative with descriptive phenomenological study approach. Purposive sampling method Results: (1) Tangiable facilities and cleanliness in the room. (2) Reliability proper nurse service performance. (3) Responsiveness the willingness of officers to provide services quickly. (4) Assurance friendliness and courtesy of health workers. (5) Empathy ease of communication and understanding patient needs Conclusion: The facilities provided by the hospital are adequate and the room is clean, the reliability of nurses in providing services, the responsiveness of nurses to patient needs, the attitude of assurance provided such as hospitality and courtesy, and the sense of care shown by nurses to patients during hospitalization at RSUD Waluyo Jati