Contextual Effect of Community Health Center on Patient Satisfaction of Health Care Service in Ngawi, East Java

Authors

  • Hendra Dwi Kurniawan Masters Program in Public Health, Universitas Sebelas Maret
  • Didik Tamtomo Faculty of Medicine, Universitas Sebelas Maret
  • Bhisma Murti Masters Program in Public Health, Universitas Sebelas Maret

Abstract

Background: Perceived patient satisfaction is an important component of health care quality. This study aimed to determine the effect of age, education, income, health financing, quality of health care service, and the contextual effect of community health center on patient satisfaction.

Subjects and Method: This was a cross-sectional study conducted in 25 community health centers in Ngawi, East Java, from October to November 2018. A sample of 200 patients was selected by stratified random sampling. The dependent variable was patient satisfaction. The independent variables were age, education, income, health insurance, and quality of health care service. The data were collected by questionnaire and analyzed by a multilevel logistic regression.

Results: Age ≥35 years (b = 0.99; 95% CI= 0.17 to 1.81; p<0.019) and good quality of health care service (b= 1.68; 95% CI= 0.78 to 2.59; p<0.001) increased patient satisfaction. Education ≥senior high school (b= -1.59; 95% CI= -2.49 to -0.68; p<0.001), income ≥Rp 1,569,832 (b= -1.32; 95% CI= -2.25 to -038; p<0.006), and membership of national health insurance (b= -1.55; 95% CI= -2.47 to-0.63; p< 0.001) decreased patient satisfaction. Community health center had contextual effect on patient satisfaction with ICC= 13.03%.

Conclusion: Age ≥35 years and a good quality of health care service increase patient satisfaction. Education ≥senior high school, high income, and membership in national health insurance decrease patient satisfaction. The community health center has a contextual effect on patient satisfaction.

Keywords: patient satisfaction, community health center, multilevel analysis

Correspondence: Hendra Dwi Kurniawan. Masters Program in Public Health, Universitas Sebelas Maret, Jl. Ir. Sutami 36 A, Surakarta 57126, Central Java. Email: hendradeeka@gmail.com

Journal of Health Policy and Management (2019), 4(1): 23-30
https://doi.org/10.26911/thejhpm.2019.04.01.03

References

Akbar PS, Adriani RB, Murti B (2017). The influence of personal factors of the patient, doctor, payment method. and type of class to the quality and satisfaction of inpatient care services in Dr. Moewardi Hospital Surakarta. Journal of Health Policy and Management, 2(1): 1-15 .

Al Damen R (2017). Health care service quality and its impact on patient satisfaction “case of Al-Bashir Hospital”. International Journal of Business and Management, 12(9): 136-152.

Andriani A (2017). Hubungan mutu pelayanan kesehatan dengan kepuasan pasien di ruangan Poli Umum Puskesmas Bukittinggi. Journal Endurance, 2(1): 45-52.

Budi HS (2010). Hubungan antara sistem pembiayaan dengan kualitas pelayanan di puskesmas Slogohimo Wonogiri. Thesis. Surakarta: Universitas Sebelas Maret.

Dinas Kesehatan Kabupaten Ngawi (2018). Daftar Status Kelulusan Akreditasi Puskesmas Dinas Kesehatan Kabupaten Ngawi per Oktober 2018. Ngawi: Dinas Kesehatan Kabupaten Ngawi.

Elleuch A (2014). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21 (7): 692-705.

Eninurkhayatun B, Suryoputro A, Fatmasari EY (2017). Analisis Tingkat kepuasan pasien terhadap kualitas pelayanan rawat jalan di Puskesmas Duren dan Puskesmas Bergas Kabupaten Bergas. Jurnal Kesehatan Masyarakat, 5(4): 33-42.

Goetz K, Hess S, Jossen M, Huber F, Rosemann T, Brodowski M, Kunzi B, et al. (2015). Does a quality management system improve quality in primary care practices in Switzerland? A Long-tudinal Study. BMJ Open, 5: 74-83.

Gunawan K (2011). Kualitas Layanan dan Loyalitas Pasien. Jurnal Manajemen dan Kewirausahaan, 1(1):32-39.

Imelda S, Nahrisah E (2015). Analisis tingkat mutu pelayanan rawat inap dalam upaya peningkatan kepuasan pasien di RSUP Adam Malik Medan (studi perbandingan antara pasien umum dan pasien BPJS). J. Informatika AMIKLB, 3(3): 92-105.

Joshi K, Sochaliya K, Purani S, Kartha G (2013). Patient satisfaction about health care services: A cross sectional study of patients who visit the outpatient departement of a civil hospital at Surendranagar, Gujarat. International Journal of Medical Science and Public Health, 2(3): 659-663.

Juwita GS, Marlinae L, Rahman F (2017). Hubungan mutu pelayanan dengan kepuasan pasien rawat inap di Rumah Sakit Umum Daerah Tamiang Layang. Jurnal Publikasi Kesehatan Masyarakat Indonesia, 4(2): 49-58.

Kelarijani SEJ, Jamshidi R, Heidarian AR, Khorshidi M (2014). Evaluation of factors influencing patient satisfaction in social security hospitals in Mazandaran province, North of Iran. Caspian J Intern Med, 5(4): 232-234.

Kemenkes RI (2014). Peraturan Menteri Kesehatan Republik Indonesia Nomor 75 tahun 2014 tentang Pusat Kesehatan Masyarakat. Jakarta: Kementerian Kesehatan Republik Indonesia.

Mirshanti F, Tamtomo D, Murti B (2017). The asssociations between accreditation status, patient socioeconomic factors, insurance type, patient perceived quality of service, and satisfaction at community health center. Journal of Health Policy and Management, 2(1): 91-101.

Mohamed EY, Sami W, Alotaibi A, Alfarag A, Almutairi A, Alanzi F (2015). Patients’ Satisfaction with Primary Health Care Centers’ Services, Majmaah, Kingdom of Saudiof Saudi Arabia. International Journal of Health Sciences, 9(2): 163-170.

Naili (2016). Akreditasi Puskesmas, Pentingkah?. Diakses dari http://www.kompasiana.com/nailinsn/akreditasipuskemaspentingkah/ pada tanggal 5 Agustus2018

O’Beirne M, Zwicker K, Sterling PD, Lait J, Robertson HL, Oelke ND (2013). The status of accreditaion in primary care. Quality in Primary Care, 2(1):23-31.

Olumodeji AAD, Oluwole E (2015). Influence of socio demographic variables on patient’s satisfaction with quality of nursing care in teaching hospitals in northern Nigeria. International Journal of Medical and Health Research, 1(3): 18-24.

Pullicino G, Sciortino P, Camilleri L, Dchafer W, Boerma W (2016). The Influence of patient characteristics on healthcareseeking behavior: a multilevel analysis of 70 primary care practices in urbansuburban regions in Malta. Quality in Primary Care, 24 (3): 106-110.

Risnandi C, Bunga AL, Supardi S (2015). Faktor-faktor yang berhubungan dengan kepuasan pasien rawat jalan di Puskesmas Lingga, Kabupaten Kubu Raya. Thesis. Jakarta: STIK Sint Carolus

SanchezPiedra C, PradoGalbarro FJ, GarciaPerez S, Santamera AS ( 2014). Factors associated with patient satisfaction with primary care in Europe: results from the EUprimecare project. Quality in Primary Care, 22:147–55.

Shi L, Lee D, Liang H, Zhang L, Makinen M, Blanchet N, Kidane R et al. (2015). Community health centers and primary care access and quality for chronicallyill patients – a casecomparison study of urban Guangdong Province, China.International Journal for Equity in Health. 14: 90-107.

Utami YT, Tomtomo D, Sulaeman ES (2017). Patient characteristics, financing type, accreditation status, and quality of health services at community. Journal of Health Policy and Management, 2(1): 79-90.

Widayati MY, Tamtomo D, Adriani RB (2017). Factors affecting quality of health service and patient satisfaction in community health centers in North Lampung, Sumatera Journal of Health Policy and Management, 2(2): 165-175.

Downloads

Published

21-01-2019

How to Cite

Kurniawan, H. D., Tamtomo, D., & Murti, B. (2019). Contextual Effect of Community Health Center on Patient Satisfaction of Health Care Service in Ngawi, East Java. Journal of Health Policy and Management, 4(1), 23–30. Retrieved from http://thejhpm.com/index.php/thejhpm/article/view/77

Issue

Section

Articles