Pengaruh Waktu Tunggu dan Responsivitas terhadap Kepuasan Pasien BPJS Kesehatan di Poliklinik Saraf Instalasi Rawat Jalan RSUD dr. Dradjat Prawiranegara

Patient satisfaction is an important indicator in assessing the quality of hospital services, while waiting time and staff responsiveness are factors that may influence patient satisfaction in outpatient services. This study aimed to determine the effect of waiting time and responsiveness on the satisfaction of BPJS patients at the Neurology Clinic of RSUD dr. Dradjat Prawiranegara, both partially and simultaneously. This study used a cross-sectional design with a study population of 4,917 patients and a sample of 108 respondents selected using the simple random sampling method. Data were collected using a questionnaire and analyzed using multiple linear regression. The results showed that waiting time and responsiveness had a positive and significant effect on patient satisfaction, both partially and simultaneously, with a significance value of (Sig. = 0.000). The coefficient of determination (R²) of 0.730 indicated that waiting time and responsiveness explained 73% of the variation in patient satisfaction. It can be concluded that waiting time and staff responsiveness still need to be given attention in efforts to improve the quality of outpatient services, with responsiveness showing a more dominant effect on BPJS patient satisfaction.