Frida Ayu Karisma1 | Ady Soesetijo2 | Dr. Dewi Rokhmah3
The National Health Insurance Program (JKN) with a tiered referral system, namely the referral health service system, is implemented in stages according to medical needs. Communities can seek treatment at primary health facilities such as health centers, clinics, or family doctors listed on BPJS Health participant cards. . The problem since it was formed BPJS Health is facing a cash flow deficit and every year the government must intervene to inject BPJS health funds. In 2018 the Permenkes No. 51 of 2018 was issued regarding the order of fees and the difference in payment in JKN. This study aims to determine the disparity between policies and the expectations of participant satisfaction with health services, where the expectations of participants obtain services that are easy, fast, and affordable while the policies do not match the participants’ expectations. This study was an observational analytic study with a cross sectional study design. The research was conducted in September to November 2019. Sampling in this study was carried out by simple random sampling technique with the criteria of being willing to be the subject of research and being a BPJS patient at Dr. Suherman Jember Clinic. Based on these criteria a sample of 100 patients was obtained. Data collection techniques in this study were questionnaires and documentation. Data analysis uses SmartPLS version 2. The results show that there is a significant influence of the cost sharing policy on satisfaction through perception. The coefficient of influence of the policy of cost sharing on satisfaction through perception is 0.131. This means that the cost policy has a positive and significant effect on satisfaction through perception. This means that the better the perception caused by the better costing policy will tend to increase the satisfaction of BPJS Health participants. Thus, the perception variable is able to mediate the influence of cost sharing policies on satisfaction.
Keywords: Policy, Satisfaction, Perception