Analysis of BPJS and Non-BPJS Outpatient Satisfaction Reviewed from the Waiting Time for Prescription Services at Tjipluk Clinic

Abstract

Waiting time for prescription services is an indicator of pharmaceutical quality that affects patient satisfaction and experience, especially in primary health facilities with different financing systems such as BPJS and non-BPJS. This study aims to analyze the relationship between the waiting time for prescription services and the satisfaction of BPJS and non-BPJS outpatients at the Tjipluk Clinic, Probolinggo Regency. This quantitative study with an analytical descriptive design and cross-sectional approach involved 80 respondents who were selected by consecutive sampling. Data collection was carried out through waiting time observation and SERVQUAL-based questionnaires, then analyzed using the Mann-Whitney test and Spearman's rho correlation with the help of SPSS 29 software. The results showed that the waiting time for BPJS patients (2.98 minutes) was significantly longer than non-BPJS (2.32 minutes) (p=0.028), but the entire waiting time still met the standards of the Minister of Health. The satisfaction levels of the two groups were relatively the same (p=0.359) with a total GAP value close to zero, and no significant relationship was found between wait time and patient satisfaction (p=0.439). This study confirms that waiting time is not the sole determinant of satisfaction, and fair service and empathic communication play a greater role. Improvements in physical facilities and officer responsiveness are recommended, as well as follow-up research that explores non-waiting factors in patient satisfaction.