Customer Satisfaction on Basic Medical Services at Health Center in East Jakarta 2016

Nainggolan, Sudung and Batubara, Frisca R. and Andriana, Jumaini (2016) Customer Satisfaction on Basic Medical Services at Health Center in East Jakarta 2016. In: ICOPH-TCD Universitas Diponegoro, Oktober 2016, Universitas Diponegoro.

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Abstract

Background The role of health centers as primary health care is to support the improvement of access and quality of health services in the community, supporting the implementation of the national health insurance, and support the achievement of health indicators. Patient satisfaction is one indicator of quality of health care. This can be known, among others from the number of complaints received from the public. Methods Studies using cross-sectional design conducted in the period January to June 2016 with a sample of 730 health center customers patient discharge. Customers are asked to answer 50 questions in the questionnaire based on the Likert Scale. Univariate analysis and multiple linear regression models are used. Results The level of customer satisfaction on the basis of medical services at health centers are high, ranging over 75% stated that they were satisfied and very satisfied. The only complaint 62% customers that drugs are not available at the health center. Unless factor of responsiveness (X2), together all of the variables, the factors of reliability (X1), assurance (X3), empathy (X4), and tangible (X5) significantly (p = 0:00) to the health center customers. There is no difference by health center services to BPJS and non BPJS holders. Conclusions The availability of drugs at the health center is one - the only variable with the lowest score. Responsiveness includes clear information service delivery time, accuracy and speed in administrative services, the willingness of staffs in helping patients and responding to requests quickly need to be studied furthe

Item Type: Conference or Workshop Item (Speech)
Subjects: MEDICINE > Public aspects of medicine > Medicine and the state > Regulation of medical practice . Evaluation and quality contr ol of medical care. Medical audit
Depositing User: Edi Wibowo
Date Deposited: 23 Sep 2019 04:49
Last Modified: 23 Sep 2019 04:49
URI: http://repository.uki.ac.id/id/eprint/917

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