HUBUNGAN KETEPATAN WAKTU PELAYANAN DOKTER SEBAGAI INDIKATOR RELIABILITY TERHADAP KEPUASAN PASIEN BPJS RAWAT JALAN DI RS GRANDMED LUBUK PAKAM TAHUN 2026

The results showed that among the 96 respondents, the proportion of those who rated physician services as timely and untimely was equal, with 48 respondents (50.0%) in each category. Regarding patient satisfaction, 53 respondents (55.2%) reported being satisfied with the outpatient
services received, while 43 respondents (44.8%) reported dissatisfaction. The Chi- Square test yielded a p-value of 0.000 (p < 0.05), indicating a statistically significant relationship between physician service timeliness and outpatient satisfaction among BPJS patients. Patients who received timely physician services tended to report higher satisfaction levels than those who experienced delays. Based on these findings, it can be concluded that physician service timeliness plays a significant role in shaping patient satisfaction among BPJS outpatients at Grandmed Hospital, Lubuk Pakam. Therefore, hospital management is encouraged to improve the consistency of physician practice schedules and optimize patient service management systems to sustainably enhance patient satisfaction.